Research On Logistics Service Quality Regulation Based On B2C E-commerce

With the development of B2 C e-commerce,the low level of B2 C e-commerce logistics service quality not only infringes the rights of consumers,but also harms the public interests.Therefore,in order to promote B2 C e-commerce enterprises to provide qualified and high-quality logistics services,the government should strengthen the regulation of B2 C e-commerce logistics service quality as a powerful means to upgrade the industry.Based on the existing research and practice,it is found that there are still some problems in the academic circle,such as unclear influencing factors of B2 C e-commerce logistics service quality,unclear cognition of the supervisor,poor effect of regulation object and regulation co-governance,etc.This research unifies with the theory analysis and the practice test,by the present situation analysis and the mathematical research unifies the way,comprehensively,the science has carried out the following research around the topic:Firstly,build the B2 C e-commerce logistics service quality impact factor system,and clarify key regulatory factors.On the basis of analyzing the current situation and theoretical knowledge of domestic B2 C e-commerce logistics service quality,an in-depth study of the relevant literature at home and abroad is made.And also,the influencing factors index system of B2 C e-commerce logistics service quality from four aspects of enterprise service quality management,economic environment,regulation and co-governance,and resource condition is put forward.On the basis of the index system,using the idea of AHP to construct a hierarchy model,comprehensively analyzes each level and the weight relations among the indexes,and makes clear the key factors of regulation,a set of factors influencing B2 C e-commerce logistics service quality is constructed,which is close to the realityand provides a scientific and quantitative reference for the regulation practice.Secondly,build a multi-agent regulatory game model for exploring regulatory strategies.The government and B2 C e-commercebusiness regulation game model: The government departments are the most important body of B2 C e-commerce logistics service quality regulation,studying the government participation under the multi-enterprise regulation strategy,by constructing the monopoly game model between government with B2 C e-commerce enterprises,and the symmetric game model between B2 C e-commerce enterprises with B2 C e-commerce enterprises in competitive market,which discusses that when the number of B2 C e-commerce enterprises increases,B2 C e-commerce enterprises provide high quality logistics service or not is related to the frequency of government regulation,self-discipline cost and non-self-discipline punishment.This paper Constructs a tripartite regulatory game model between government,B2 C e-commerce enterprises with consumers: Consumers are included in the traditionaltwo-dimensional game model analysis framework between government with B2 C e-commerce enterprises,this paper studies the mixed strategy nash equilibrium between government regulation,B2 C e-commerce enterprises providing high-quality logistics services and consumer complaints.It proves that consumers' complaints have positive effect on releasing the pressure of government regulation and improving the probability of B2 C e-commerce providing high-quality logistics service.Building a tripartite regulatory model include B2 C e-commerce enterprises,third-party logistics enterprises and consumers: fully combing the relationship among B2Ce-commerce,third-party logistics cooperative enterprises and consumers under the supply chain coordination mechanism,on the basis of the two-two mixed strategy game between B2 C e-commerce and third party logistics,consumers are introduced to supervise the service quality of third party logistics,so we can better discuss the game strategy space of B2 C e-commerce enterprises,third party logistics enterprises and consumers in the process of logistics service quality regulation,and provide regulation countermeasures for improving B2 C e-commerce logistics service quality.Constructing the game model of government and trade association: The good performance of trade association and other self-discipline organizations has a good effect on B2 C e-commerce service quality regulation.Based on the same research framework,the evolution game model of B2 C e-commerce service quality regulation is constructed,and the game equilibrium strategy condition is solved,based on the analysis and simulation of the effect of government regulation on the performance behavior of trade associations.This paper puts forward some suggestions on how to promote the self-regulation of trade associations to perform their duties effectively.Thirdly,put forward the "four-in-one" comprehensive regulatory system in order to enhance regulatory efficiency.A "four-in-one" comprehensive regulation system of B2 C e-commerce service quality,which is supervised by the government,B2 C e-commerce enterprises,trade associations and consumers,has been established,this paper analyzes the multi-subject interaction mechanism of B2 C e-commerce logistics service quality regulation,and develops a new perspective of social co-governance in B2 C e-commerce logistics.Generally speaking,this paper defines the content of B2 C e-commerce logistics service quality regulation,constructs the influencing factor system,analyzes the multi-subject regulation strategy,and builds the comprehensive regulation system,the B2 C e-commerce logistics service quality regulation is studied systematically.The sorting out of the basic concepts is the foundation of the whole research,which can enhance the systematic and scientific nature of the research and form the connotation of regulation with the concept of social co-governance as the core,this paper concludes the regulation emphases of B2 C e-commerce logistics service quality,clarifies the importance of regulation and co-governance,and provides an empirical basis for further research on regulation issues,it is also an exploration of the "four-in-one" comprehensive regulation system with the participation of multiple subjects,which can provide a reliable basis for the scientific formulation of regulation strategies by government regulation authorities.There are four innovations:Firstly,based on the AHP method,this paper establishes the influencing factor model of B2 C e-commerce logistics service quality,and studies the influencing degree of each factor on the B2 C e-commerce logistics service quality from four macroscopic levels.This index system not only provides the regulation and decision support for B2 C e-commerce service quality,but also provides the reference for B2 C e-commerce enterprises to improve the service quality.The establishment of index system and weight of influencing factors provides a practical basis for B2 C e-commerce logistics service quality regulation.Secondly,from the failure of government regulation,the concept of "four in one" comprehensive supervision system of B2 C e-commerce logistics service quality is put forward for the first time.It constitutes a regulatory co-governance environment composed of the government,B2 C e-commerce enterprises,trade associations and consumers,which provides new research directions and research contents for the regulation of B2 C e-commerce logistics service quality from different perspectives,for B2 C e-commerce logistics service quality regulation put forward new countermeasures and suggestions.Thirdly,on the basis of the traditional government one-to-one regulation model of B2 C e-commerce,this paper studies the regulation strategies of the government and many B2 C e-commerce enterprises under the competitive environment,which is closer to the needs of the actual regulatory environment,the application of game theory in B2Ce-commerce logistics service quality regulation is further expanded.At the same time,this paper studies the regulation of the trade association by the government.The existing literature mainly summarizes the benefits of the trade association in sharing the government's regulatory pressure,but the regulation of the trade association by the government is seldom discussed.By constructing the evolution model of regulation between government and tradeassociation,this paper puts forward the regulation countermeasures to promote the self-discipline of industry,which enriches the theory of government regulation.Finally,the research perspective from the external B2 C e-commerce enterprises,extended to the internal supply chain.It explains the special competition,cooperation and principal-agent relationship between B2 C e-commerce and third party logistics enterprises from the perspective of supply chain coordination,and constructs the game regulation model of B2 C e-commerceenterprises and third party logistics enterprises,at the same time,giving full play to the role of consumer supervision,adding consumer complaints,expanding the game model to two-stage three-party,the efficiency ofregulation is effectively improved.