Improving the Quality of Marketplace Logistics Services Using the Example of Ozon

Due to the high growth and development of the e-commerce industry in Russia, multicategory marketplaces began to act as an integrated logistics provider, which also provides network business, virtual logistics and fulfillment services and provides logistics services to sellers of goods, or B2B customers. Despite the fact that logistics services are often considered as a set of logistics operations aimed at meeting the demand of end consumers in the scientific literature, it is necessary to pay attention to the service that marketplaces provide to other companies that sell their products on the platform. This paper examines the problem of the increase in the costs of the Ozon marketplace for fulfillment operations with sellers' goods and the deterioration of the quality indicators of logistics service accepted by the company. The aim of the work is to study the impact on improving the marketplace's logistics service quality of the modernized process of delivering goods to fulfillment centers using an IT-system, the introduction of an assessment of the sellers' work quality, as well as improving the interaction of logistics and commerce departments. To achieve this goal and objectives, the following tools were used in the work: the A. Osterwalder business-model canvas, M. Porter's models of 5 competitive forces, PESTEL-analysis, Zeitgaml's GAP-model and others. The economic feasibility of the proposed solutions was assessed using the DuPont model. In the course of the work, the relevant scientific literature in the field of logistics service was studied, existing theoretical and practical methods for improving the quality of logistics service were identified. As a result of the work, a procedure for improving the marketplace's logistics service quality was formulated and appropriate recommendations were proposed. During the assessment of the economic feasibility of the proposed measures, it was revealed that the implementation of solutions can have a positive impact on the main operational and financial indicators of the company, as well as improve the quality indicators of the logistics service of the marketplace.