Reverse Logistics Systems: Persepsi dan Harapan Konsumen
Abstract: Complaint is a
signal that indicates important information directly by customers. Complaint
will give valuable information to company to plan recovery strategies to
maintain customer satisfaction and loyalty. Hence, electronic waste (E-waste)
becomes a hot issue internationally, domestically and locally. There are many
kind of regulations, strategy, methods or approach to minimize of E-waste. The
goal of this research is design of house of reverse logistics (HRL) to
understanding the customer needs and wants for reverse logistics (RL)
implementation. This research adopted quality function deployment (QFD) method
to construct the HRL. Differences among them are determination of the customer
needs and wants. HRL insert five perspectives i.e. input, structure, process,
output, and social and organization. In other hand, QFD only inserts consumer
perspectives. The results showed the important factors of consumer
dissatisfaction comes from: third-party services mechanism (20%), collaboration
RL system (collection centers, recycling centers, disposal center; 10%), the
standardization of servicing system (10%).
Keywords: Reverse logistics,
complaint, house of reverse logistics (HRL), quality function deployment (QFD)
Penulis: Farida Pulansari, Dwi
Sukma Donoriyanto, Nisa Masruroh
Kode Jurnal: jptindustridd160072
