INFLUENCE OF REVERSE LOGISTICS PRACTICES ON CUSTOMER PERCEPTION OF MOTOR VEHICLE DEALERS IN KISUMU COUNTY, KENYA
Abstract
Reverse logistics is an approach in supply chain management that is relatively new hence a lot of emphasis has not been put to it by manufacturing companies in order to attain optimum performance. Most establishments had not put up arrangements to help them handle product returns and remanufacture and how to handle green aspects of supply chain. The overall objective of this study was to establish the effects of reverse logistics practices on customer perception by motor vehicle dealers in Kisumu County, Kenya. The research was steered by two objectives; To examine the extent to which product reuse on reverse logistics practices affects customer perception of motor vehicle dealers in Kisumu County and to establish whether product remanufacture on reverse logistics practices affects customer perception by motor vehicle dealers in Kisumu County. This study embraced a descriptive research design. The target population of this study was fifty employees including staff in the finance, procurement, sales and warehouse departments of seven motor vehicle dealers whose business was dealership in new vehicles and parts in Kisumu County. The research used a structured questionnaire to collect primary data for making conclusions. Data was then evaluated using tables and percentages. Purposive sampling method was used. Data was analyzed using SPSS. Inferential statistics such as correlation and regression was also used. The study found out that product return and product remanufacture positively and significantly influenced customer perception among motor vehicle dealers in Kisumu County.
Key Words: Products Returns, Products Remanufacture, Reverse Logistics, Supply Chain Management
CITATION: Okumu, S. O., & Juma, D. (2019). Influence of reverse logistics practices on customer perception of motor vehicle dealers in Kisumu County, Kenya. The Strategic Journal of Business & Change Management, 6 (2), 1855 –1869.
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DOI: http://dx.doi.org/10.61426/sjbcm.v6i2.1210
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