Research On Control Of Quality Risk Of B2C E-Commerce Logistics

With the economic globalization and development of network technology, e-commerce shows the huge influence. The advantages of E-commerce like low cost, purchase security, cheap, convenient ushered in the rapid expansion of e-commerce, and also led to the rapid development of logistics. But practice has proved that, because development of logistics is later than e-commerce, many risks appeared in the process of rapid development, especially the risk of logistics quality. In view of this, from the perspective of system, this paper deeply researches sources of risk, the formation mechanism, control strategies of quality risk of B2C e-commerce logistics, the main work is as follows:(1)From the perspective of system, analysis framework and processes of quality risk of B2C e-commerce logistics was established, combined with the Characteristics of B2C e-commerce, risk factors were analyzed from internal and external. From the analysis process of risk factors, all quality risks that may exist throughout the B2C e-commerce logistics, including service reliability, service responsiveness, flexibility of services, staff professionalism, the quality of the information and the economy, the six indicators of criteria layer were identified, and quality risk system of B2C e-commerce logistics was established. According to the research, it was found that these risks arise from the two aspects of logistics service providers, limited logistics capabilities and speculative behavior, so this paper, risks are controlled from this two parts.(2)Take Quality Function Deployment (QFD) as the theoretical basis of risk control, First use expert investigation method to obtain the correlation matrix of quality requirements, and using fuzzy hierarchy analysis method and MATLAB software to get the weight of all logistics quality indicators, the final risk of logistics quality only can be get until consolidated of the weight of logistics quality indicators and risk probability, that is, to get the most logistics quality risk. Through the correlation matrix of House Of Quality (HOQ), all the quality risks were responding to the service elements, and the quality risk control was focus on the most important service element, and control quality risks from logistics service provider. (3)Incentives design of logistics operation was established by principal-agent theory, and earnings between principal and agent were coordinated, to eliminate the profit motive of opportunism of logistics service providers, controlling the generation of logistics quality risk effectively. Through solving the mixed strategy Nash equilibrium to find both the principal and the agent’s optimal strategy and analyzing the way to reduce the speculative probability of logistics service providers, including the excitation intensity and increase the fine, So that the logistics service providers can make a favorable decision on e-commerce businesses in their own favorable conditions, to control the occurrence of logistics quality risk, control quality risks from the whole system.