PUBLICATION BY DR. ADEBAYO, I. T.

The study evaluates the effect of reverse logistics operational responsiveness on customer satisfaction
in retailing. Data was gathered from 223 online shoppers and the data was analyzed using descriptive
analysis to analyze the type of product return and the reasons for return while the effect of reverse
logistics operational responsiveness on customer satisfaction was analyzed using multiple regression
in accordance with the output of SPSS 21.0 Findings indicated that operational responsiveness in the
reverse logistics process significantly influences customer satisfaction.