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The impact in level of tolerance to the service failure and service recovery
of reverse logistics at Kuala Terengganu
Siti Nur Fateha Yaakop
En. Mohd Rizal Bin Ismail
Bachelor of Management (Maritime)
School of Maritime Business and Management
Improved customer satisfaction on level of tolerance by giving attention to service
failure in reverse logistics. Reverse logistics can include gaining feedback to make
improvement and to improve the understanding of real reasons for product reasons.
The objective of this study is to investigate the effect in level of tolerance to the service
failure and service recovery in reverse logistics. The survey research was utilized, two
hypotheses was generated and using stratified as well as simple linear random
sampling with a sample size is 400 respondent from IPTA students at Kuala Nerus,
Kuala Terengganu. The area was selected will help them to understand about reverse
logistics that occur around them which certainly could improve and implement the
reverse logistics in Malaysia. Set of questionnaire is focusing on service failure and
service recovery in online business by using Likert scale. Discussions on the findings,
significance of the study and direction for future research are then discussed.
1603 | UMT UNDERGRADUATE RESEARCH DAY 2018