Research On The Regulation Of The Express Logistics Service Quality

Express logistics industry is an emerging service industry. It is an important part of the logistics industry. With the great development of online shopping patterns in recent years, China’s express logistics traffic presents a high growth and has exceeded the United States, ranking the first in the world in 2014. However,what is incompatible with the pace of size development is that the express logistics service quality is generally low. Shipment delay, damage, lost, and another always occur and also there are security incidents. In addition to the enterprises’ own reasons, the phenomena are closely related to the regulatory measures of the regulatory authorities. Therefore, the main research question of the paper is the regulatory status quo for express logistics service quality. Consulting the related domestic and foreign literature, combining with theoretical analysis, case analysis and game analysis, the paper studies the regulatory problems, in order to deepen the research of this industry.Through the analysis of several typical cases of service quality issues, this paper summarizes the key aspect of the regulation of express logistics service quality, namely the normative service process. Combining with social control theory,incentive compatible theory and stakeholder theory, sums up the problems in the regulation. They are the incomplete checking contents, poor regulatory measures effect and low stakeholder participation. Based on theories and relevant facts, this paper analyzes the reasons of the problems. With the game analysis tool, this paper analyzes the behaviors of regulatory authorities and express companies, and proves the significance of consumer participation in supervision in the improved game model. Through the game model, this paper finds out the factors that influence game players’ behaviors and the policy space, in order to provide the basis for suggestions for the improvement of regulatory policy. On the basis of the game results, through the summaries of regulatory experience of USA and Japan, and combing with the actuality of our country, this paper proposes the suggestions on the regulation of express logistics service quality. Follow the principle of supervision according to law, self-discipline and supervision combined, focusing on service delivery,improve the regulatory contents, promote the incentive compatible in the regulation and encourage the stakeholders’ participation. Moreover, an enabling environment for regulation is needed.