Signs indicate that the “IT Gap” — the difference between the percentage of 3PL users indicating
that IT capabilities are a necessary element of 3PL expertise (98% in the current study), and the
percentage of the same users who agree that they are satisfied with 3PL IT capabilities (55%)—
is stabilizing to some degree. But our research also finds that 3PL IT capabilities are becoming
increasingly important to shippers, and that the shipper satisfaction ratings are also increasing