Abstract
This study focuses on analyzing the impact of reverse logistics service quality in China’s online shopping on consumer satisfaction, trust, and intention to reuse the service. A survey was conducted on 284 participants in China who have experience using online shopping reverse logistics services. Data was analyzed using SPSS and AMOS. The research results indicated that factors such as personnel quality, information quality, order quality, and timeliness had a significant positive impact on consumer satisfaction and trust. Additionally, consumer satisfaction and trust were found to have a significant positive influence on the reuse intention. Specifically, information quality had the greatest impact, followed by order quality, personnel quality, and timeliness. In conclusion, the quality of reverse logistics services in online shopping plays an important role in affecting consumer satisfaction, trust, and intention to reuse the service. These insights are expected to assist logistics service providers in improving their service quality, thereby enhancing their market competitiveness. Moreover, although timeliness had a relatively smaller impact, its importance cannot be ignored, suggesting that future research is needed on consumers’ ‘time sensitivity’ with respect to reverse logistics
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