Reverse Logistics Systems: Persepsi dan Harapan Konsumen
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 loc...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Petra Christian University
2016-12-01
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| Series: | Jurnal Teknik Industri |
| Subjects: | |
| Online Access: | http://puslit2.petra.ac.id/ejournal/index.php/ind/article/view/19792 |
| Summary: | 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 & Organization. In other hand, QFD only inserts consumer perspective. The results showed the highest factors of consumer dissatisfaction comes from: 20% of third-party services mechanism, 10% from collaboration RL system (collection centers, recycling centers, disposal center) ,10% comes the standardization of servicing system and 60% of others |
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| ISSN: | 1411-2485 2087-7439 |