The dissertation was defended at the public meeting of the Dissertation Defence Council of Management in the Senate Hall of Vilnius Gediminas Technical University at 10 a. m. on 26 April 2023.
„Business-to-Consumer (B2C) e-commerce business has been growing tremendously due to the technological advancements in e-logistics’ processes. B2C ecommerce has several benefits, such as saving costs by decreasing the use of resources, increasing profits, and enhancing competitive advantage, especially in the pandemic context, thus creating an opportunity for firms in the B2C e-commerce field. However, such an opportunity comes with challenges, and one is related to a significant number of products that are returned to the vendor or manufacturer. Consequently, reverse e-logistics’ (REL) is indispensable for e-commerce transactions. Therefore, modelling REL factors is crucial for e-commerce companies. REL is an inevitable procedure for organisations performing B2C e-commerce. When implemented correctly, REL has proven to have a high significance in terms of decreasing costs, increasing customer satisfaction, and obtaining higher performance efficiencies. However, B2C e-commerce firms, especially in developing countries such as the Middle East, often neglect REL’s importance. The lack of scientific knowledge in REL activities is due to the scarcity of studies in the REL field discussing the importance of emphasising specific factors that affect REL performance. Therefore, this dissertation focuses on identifying the most important factors that impact REL performance and discusses how REL can, in turn, affect the company’s performance.“
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