B2C电子商务物流质量风险控制研究

发布时间：2018-12-11 07:26

【摘要】：随着经济的全球化和网络技术的发展,电子商务显示出了巨大的影响力。B2C电子商务低成本、购买交易安全、价格优势、方便快捷的特点迎来了迅速扩张,同时也带动了物流的急剧发展。但实践证明,由于我国的物流业晚于电子商务的发展,在迅速发展过程中产生了很多风险,特别是物流质量方面的风险,因此对B2C电子商务物流质量风险研究非常具有理论和现实意义。鉴于此,本文从系统的角度对B2C电子商务物流质量风险的风险来源、控制策略等进行了一定的研究,主要工作如下： (1)从系统论的角度建立B2C电子商务物流质量风险分析框架和流程,结合B2C电子商务物流系统的特征,从内部和外部两方面分析风险因素。从风险因素分析过程中,识别了整个B2C电子商务物流可能存在的所有质量风险,包括服务的可靠性、服务的响应性、服务的灵活性、人员专业性、信息质量和经济性六个准则层指标,并建立B2C电子商务物流质量风险体系。根据分析,以上这些风险来自于物流服务商的两个方面,物流能力有限和投机行为,因此本文主要从这两个方面进行风险控制。 (2)首先以德尔菲法得到质量需求相关关系矩阵,以及质量需求与服务要素相关矩阵,以问卷调查法得到物流服务质量风险概率。以质量功能展开(QFD)作为风险控制的理论基础,利用模糊层次分析法通过MATLAB软件编程计算得到各物流质量指标的权重,并与物流质量风险概率相结合得到各物流质量的最终风险值,即找出最主要的物流风险,又利用HOQ的相关关系矩阵,将所有质量风险对应到服务要素上。通过调查与计算,发现人员专业性和信息系统是最主要的服务要素,物流服务商应从主要从这两个方面进行物流质量风险控制。 (3)通过委托代理理论设计物流运作过程中的激励机制,对委托方和代理方之间的收益进行协调,消除物流服务商进行机会主义的利益动机,有效控制物流质量风险的产生。通过对混合战略纳什均衡的求解找到委托方与代理方双方的最优战略,同时得到了降低物流服务商投机概率的措施,包括增大激励强度和增加罚金,以使物流服务商能够在自身有利的条件下做出同时对电子商务企业有利的决策,从整个系统的角度控制物流质量风险的发生。
[Abstract]:With the globalization of economy and the development of network technology, electronic commerce has shown great influence. At the same time, it also drives the rapid development of logistics. But practice has proved that because the logistics industry of our country develops later than the electronic commerce, there are many risks in the process of rapid development, especially in the aspect of logistics quality. Therefore, the B-C e-commerce logistics quality risk research is of great theoretical and practical significance. In view of this, this paper has carried on the certain research from the system angle to the B2C e-commerce logistics quality risk source, the control strategy and so on, The main works are as follows: (1) from the point of view of system theory, this paper establishes the framework and process of quality risk analysis of B2C e-commerce logistics, and analyzes the risk factors from internal and external aspects combining with the characteristics of B2C e-commerce logistics system. In the process of risk factor analysis, all possible quality risks in B2C e-commerce logistics are identified, including service reliability, service responsiveness, service flexibility, personnel professionalism, etc. Six indexes of information quality and economy are established, and the risk system of B2C e-commerce logistics quality is established. According to the analysis, these risks come from two aspects of logistics service provider, logistics capacity is limited and speculative behavior, so this paper mainly carries on the risk control from these two aspects. (2) firstly, the quality demand correlation matrix and the correlation matrix between quality demand and service elements are obtained by Delphi method, and the risk probability of logistics service quality is obtained by questionnaire. (QFD) is used as the theoretical basis of risk control based on the quality function, and the weight of each logistics quality index is calculated by MATLAB software programming with the fuzzy analytic hierarchy process (FAHP). Combined with the probability of logistics quality risk, the final risk value of each logistics quality is obtained, that is, to find out the most important logistics risk, and to use the correlation matrix of HOQ to correspond all quality risks to service elements. Through investigation and calculation, it is found that personnel professionalism and information system are the most important service elements, and logistics service providers should control the risk of logistics quality mainly from these two aspects. (3) through the principal-agent theory to design the incentive mechanism in the process of logistics operation, coordinate the profit between the client and the agent, eliminate the profit motive of opportunism of logistics service provider, and effectively control the production of logistics quality risk. Through solving the Nash equilibrium of mixed strategy, we find the optimal strategy of both the client and the agent. At the same time, we get the measures to reduce the probability of speculation of logistics service provider, including increasing the incentive intensity and increasing the fine. In order to enable the logistics service provider to make the favorable decision to the e-commerce enterprise under its own favorable conditions, the risk of logistics quality can be controlled from the point of view of the whole system.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F259.2;F724.6;F224

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