Ways of Logistics Service Quality Improvement in Internet Commerce

1.Topic of bachelor’s thesis: “Ways of Logistics Service Quality Improvement in Internet Commerce” 2.Student: Anisimov Dmitriy Olegovich, BLG 121, faculty of logistics, HSE 3.Scientific adviser: Domnina Svetlana Viktorovna, candidate of technical sciences, assistant professor Keywords: logistics services, e-commerce, balance “cost/service”, ranking score method, strategic profit model, logistics service quality indicators. The aim of this diploma is developing recommendations and practical proposals to improve the logistics service quality of the analyzed company. Diploma tasks are: analysis of trends in e-Commerce market, the competitive environment, the company's place in the market, economic indication, identification of the main quality problems in logistics service provided by company, research of literature sources to identify the solutions, analysis of economic efficiency of proposed activities. In the course of work the following issues were identified: ineffective assessment of the level of logistics service quality, delays in delivery of orders to customers in the regions, the lack of clear definition of the scope of the responsibilities of own and hired services. The object of the study is the logistic system of an Internet retailer. During this study was improved the process of assessing the quality of logistics services, found the optimal level of logistics service according to the existing the company logistics strategy to maintain a balance of "cost service", as well as activities designed to improve the quality of logistics service. Provided economic feasibility of the practical application of the proposed recommendations. As a result, profitability of own capital in the model of strategic profit is increased by 15.87 % 4.Length of bachelor’s thesis: pages – 72, pictures – 28, tables – 18, list of references – 28.