An assessment of the impact of ICT innovation on supply chain performance: A case of DHL

Abstract

The study assessed the impact of ICT innovation of supply chain performance, using a case of DHL. The study was guided by the following 4 objectives: to determine the extent to which DHL customers are aware and using ICT innovation in supply chain performance, to analyses the ICT innovation supply chain services provided by DHL, to determine the critical factors that influence the attitude of DHL customers towards ICT innovation Supply chain services, and to determine the relationship between ICT innovation supply chain services and supply chain performance. To theoretically answer these questions the researcher reviewed literature on supply chain innovation and supply chain performance. The positivism research philosophy was assumed, and a descriptive research design was adopted. The target population composed of 250 DHL employees in Zimbabwe. A sample size of 152 employees was drawn using the simple random sampling technique, which falls under the probability sampling method. A structured questionnaire was used to collect primary data on a drop-and-pick basis and on-spot basis. Data was analyzed quantitatively using a statistical software called Statistical Package for Social Sciences (SPSS). Major findings were that: ICT innovation supply services offered by DHL are temperature-assured transportation, real time tracking and tracing, electronic communications solutions, last-mile delivery through technologies, tagging technologies, sensors and geo-location technologies.; the top 3 ICT innovation supply chain services are last mile delivery, real time tracking and tracing, and electronic communications solutions; the critical factors influencing customer’s attitudes towards ICT innovation supply chain services are advertising, customer satisfaction, service delivery, service accessibility, word of mouth and experience of other customers with the service; and there is a strong positive relationship between ICT innovation supply chain services and supply chain performance.