Impact of Logistics Information Technology on Organisational Performance: Mediating Role of Supply Chain Integration and Customer Satisfaction

Abstract

The current market setting breeds stern competition among business organisations. This has made firms that rely on only in-house core competencies to reengineer their strategies and approaches to look beyond their boundaries to tap into the supply chain capabilities and benefits. This has ignited our interest to conduct this study to investigate how logistics information technology can enhance supply chain integration and improve firms’ ability to increase customer satisfaction to achieve high organisational performance in the distribution industry in Ghana. We use survey data we collected from 179 managers at least 5 years’ experience in procurement, supply chain, distribution, information and logistics. All the hypotheses we tested using SmartPLS-3 were supported and accepted. We have discovered that firms that adopt logistics information technology have a great chance of influencing their performance through customer satisfaction, and both internal and external integration with customers and suppliers. Limitations are explained in conclusion.

Keywords: Logistics Information Technology, Supply Chain Integration, Organisational Performance, Customer Satisfaction

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