The Role of Information Technology in the Effect of Innovation Capability on Logistics Service Quality

Abstract

Purpose – In the current intense competitive environment, companies continuously need to increase their performance and adapt their activities to the developing and changing environment in order to survive. The concepts of quality, technology and innovation are among the most prominent issues in this competitive environment. At this point, information technologies integrated into the business, innovation activities and logistics services that develop along with these activities are important issues that have been recently emphasized. Accordingly, this study aims to reveal the role of information technology use in supply chain innovation and logistics service quality. Design/Methodology/Approach - More than 326 questionnaires were distributed to Turkey's leading logistics companies and companies with logistics departments. The companies operating in logistics sector and the employees working in the logistics departments of companies operating in the production and service sector constitute the sample of the study. 144 valid questionnaires were reached. 80% of the respondents are mid-level and 20% are senior managers. The data obtained by the survey method were analyzed using the structural equation model. Findings – According to the results, it has been determined that information technologies have a mediator effect between innovation capability in the supply chain and logistics service quality. Discussion – Findings obtained at the end of the research are consistent with the other studies in the literature. This research has important managerial implications. The results of this research have revealed the role of information technologies in the efficient use of innovation capacity for companies operating in logistics sector. Information technologies play a key role in the relationship between innovation and logistics service quality.