Research On Service Quality Supervision Of Express Service Providers Oriented To Express Service Supply Chain

In the express industry,most express enterprises use the franchise model to operate.The franchising business mode makes up for the shortage of funds and management capabilities at the initial stage of the express business.But inevitably,there are different express service quality among different express outlets,and the quality of express service is easy to be complained.The key link to judge the quality of the express service is express outlets which directly contact with customers and supply express service.At the same time,express companies are looking forward to establishing a perfect partnership with the franchise express outlets to achieve mutual benefit and win-win situation.Therefore,the express enterprises must take reasonable measures to manage the service quality of the franchise express outlets.The research on the express service supply chain has also aroused the attention of the scholars.Express service supply chain is formed of the express enterprise headquarters(express service integrator),express enterprise franchise express outlets(express service provider)and customer.Therefore,it is of practical significance and theoretical value to improve the service quality of express service providers on the basis of express service supply chain.From the perspective of express service supply chain,combined with game theory,I quantitatively obtain and apply the indicator for express service quality supervision of express service providers,and carry out research on quality supervision of express service providers.Introducing the complaint rate of the parties(express headquarters,express distribution center,customers,express outlets)to the express service providers,customer sensitivity and express service providers in different behavior choice under the pay level parameter and considering the asymmetric information under the condition of symmetric information,we establish game model of express services supply chain on both sides to obtain the maximum benefit,and obtain the model of equilibrium.The influence of parameters in the equilibrium solution of game model on the behavior selection of express service.The influence of parameters in the equilibrium solution of game model on the behavior selection of express service integrator and express service providers is discussed.The parameters of the game equilibrium solution,the non-complaint rate of the parties to the express service providers,are applied as the new monitoring indicator to the service quality supervision of the actual express enterprises,and I supervise and analyze the quality of express service for 11 consecutive weeks and then arbitrate the complaints according to the arbitration clause of the express enterprise,and solve the complaint of express service.By comparing the original monitoring indicators of the express enterprise,I find that all parties' non complaint rate to express service providers and arbitration clauses of complaints can be used as a supervision system for service quality of express service outlets.The new supervision system helps express headquarters to observe the service quality of express outlets in a better way,and make specific analysis of specific events that do not meet the quality requirements,and solve the problem of service quality affecting the express outlets.