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The Barrier of Management and Policy Factors Affects Towards<br />

Implementation of Reverse Logistics in Online Business Service in Kuala<br />

Nerus, Terengganu<br />

Nur Izzati Sahira binti Salehuddin<br />

Supervisor: Mr. Mohd Rizal bin Ismail<br />

Bachelor of Management (Maritime)<br />

School of Maritime Business and Management<br />

Reverse logistics is an important element of an effective service recovery. The purpose<br />

of reverse logistics is to improve the efficiency in resources utilization and<br />

environmental protection to increase the customer satisfaction. The objectives of this<br />

study are to analyze the barrier of policy and management factor towards<br />

implementation of reverse logistics affects customer satisfaction to online business.<br />

The survey research design was utilized, two hypothesis was generated and using<br />

stratified as well as simple linear random sampling, a sample size for students is 400<br />

respondents. The student was chosen because they are the group that more prone to<br />

online purchases. The area that was selected which have several institutes of higher<br />

education at Kuala Nerus, Terengganu. Set of questionnaire is focusing on the barrier<br />

factors of policy and management by using a Likert scale to see how the respondent<br />

which is online purchaser level of agreement of two variables.<br />

1608 | UMT UNDERGRADUATE RESEARCH DAY 2018

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