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

Shasha Wu; Jingwei Dou; Yang Zang; Zhihe Che; Fakuan Guo

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

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

Authors

Shasha Wu¹^{, *}, Jingwei Dou¹, Yang Zang¹, Zhihe Che¹, Fakuan Guo¹

¹School Of Cold Chain Logistics and Supply Chain, Shandong Institute of Commerce and Technology, Jinan, Shandong, 250103, China

^*Corresponding author. Email: shasha8067@126.com

Corresponding Author

Shasha Wu

Available Online 26 May 2025.

DOI: 10.2991/978-94-6463-724-3_44 How to use a DOI?
Keywords: Third-Party Logistics; Customer Experience Maps; Service Quality Evaluation; Customer Satisfaction
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).
Copyright: © 2025 The Author(s)
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title: Proceedings of the 2025 5th International Conference on Informatization Economic Development and Management (IEDM 2025)
Series: Advances in Economics, Business and Management Research
Publication Date: 26 May 2025
ISBN: 978-94-6463-724-3
ISSN: 2352-5428
DOI: 10.2991/978-94-6463-724-3_44 How to use a DOI?
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

ris enw bib

TY  - CONF
AU  - Shasha Wu
AU  - Jingwei Dou
AU  - Yang Zang
AU  - Zhihe Che
AU  - Fakuan Guo
PY  - 2025
DA  - 2025/05/26
TI  - Construction of a Third-Party Logistics Service Quality Evaluation System Based on Customer Experience Maps
BT  - Proceedings of the 2025 5th International Conference on Informatization Economic Development and Management (IEDM 2025)
PB  - Atlantis Press
SP  - 468
EP  - 477
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-724-3_44
DO  - 10.2991/978-94-6463-724-3_44
ID  - Wu2025
ER  -

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