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

In: Proceedings of the 2025 5th International Conference on Informatization Economic Development and Management (IEDM 2025)

Author

Listed:
  • 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)

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).

Suggested Citation

  • Shasha Wu & Jingwei Dou & Yang Zang & Zhihe Che & Fakuan Guo, 2025. "Construction of a Third-Party Logistics Service Quality Evaluation System Based on Customer Experience Maps," Advances in Economics, Business and Management Research, in: Meilin Zhang & Au Yong Hui Nee & Khurram Shehzad & Sameer Kumar & Ehsan Javanmardi (ed.), Proceedings of the 2025 5th International Conference on Informatization Economic Development and Management (IEDM 2025), pages 468-477, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-724-3_44
    DOI: 10.2991/978-94-6463-724-3_44
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