Reverse logistics in e-commercerevisiting of activities customer on its impactthe mediating role of satisfaction

Abstract:In this study, the mediating role of customer satisfaction in the effect of reverse logistics activities on the intention of revisiting the e-commerce site in e-commerce was investigated. For this purpose, data was collected by questionnaire from 413 e-commerce users. The research model was primarily analyzed by the structural equation model. As a result of the analysis, it has been determined that e-commerce reverse logistics activities positively affect customer satisfaction. It has been found that customer satisfaction positively affects revisits. Mediation testing was done by the process macro method. As a result of the brokerage test, it was determined that customer satisfaction has an intermediary role in the effect of ecommerce reverse logistics activities on revisiting.