A Study on the Impact of Reverse Logistics Service Quality on Customer Trust and Eco-Process Innovation Performance in B2B Transactions

With the rapid growth of e-commerce and increasing interest in eco-friendly consumption, the need for sustainable reverse logistics systems has become more emphasized. Particularly in B2B transactions, factors such as the complexity of logistics processes, high costs, and varying country-specific regulations make Reverse logistics service quality a critical factor for building trust and achieving Eco-Process Innovation performance between companies. This study aims to analyze the key factors of Reverse logistics service quality and the impact on B2B customer trust in China, as well as to verify the mediating effect of customer trust on Eco-Process Innovation performance. A survey was conducted with 394 Chinese companies, and the collected data were analyzed using SPSS ver. 28 and AMOS ver. 28. SPSS ver. 28 was used to verify demographic characteristics and the reliability and validity of each variable, while AMOS ver. 28 was applied to test the hypotheses through structural equation modeling(SEM). The findings indicate that timeliness, price fairness, convenience, and information quality of Reverse logistics service quality positively influence B2B customer trust, whereas customization shows no significant effect.