Construction of a Third-Party Logistics Service Quality Evaluation System Based on Customer Experience Maps

Shasha Wu (), Jingwei Dou, Yang Zang, Zhihe Che and Fakuan Guo
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Shasha Wu: Shandong Institute of Commerce and Technology, School Of Cold Chain Logistics and Supply Chain
Jingwei Dou: Shandong Institute of Commerce and Technology, School Of Cold Chain Logistics and Supply Chain
Yang Zang: Shandong Institute of Commerce and Technology, School Of Cold Chain Logistics and Supply Chain
Zhihe Che: Shandong Institute of Commerce and Technology, School Of Cold Chain Logistics and Supply Chain
Fakuan Guo: Shandong Institute of Commerce and Technology, School Of Cold Chain Logistics and Supply Chain

A chapter in Proceedings of the 2025 5th International Conference on Informatization Economic Development and Management (IEDM 2025), 2025, pp 468-477 from Springer

Abstract: Abstract With the intensification of competition in the logistics industry, customer experience has become a key factor affecting the service quality of third-party logistics (3PL). This paper constructs a comprehensive evaluation system based on customer experience maps, aiming to comprehensively assess the service quality of 3PL. By analyzing the various touchpoints in the logistics service process, identifying key experience factors, and combining quantitative and qualitative methods for evaluation, this study show that the evaluation system can effectively identify the strengths and weaknesses of service quality and provide a scientific basis for the service improvement of 3PL companies. Compared to traditional models like SERVQUAL, this system integrates customer experience maps to reveal previously unidentified service gaps (e.g., real-time tracking issues).

Keywords: Third-Party Logistics; Customer Experience Maps; Service Quality Evaluation; Customer Satisfaction (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-724-3_44

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DOI: 10.2991/978-94-6463-724-3_44

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