THE IMPACT OF INFORMATION TECHNOLOGY ON SUPPLY CHAIN RELATIONSHIP IN GHANA: A CASE STUDY OF SHOPRITE GHANA LIMITED

Abstract

Information technology (IT) can now be used to help companies increase flexibility, satisfy customer demands, adapt to frequent changes in these demands and to improve the quality of their products and services. The study focused on identifying the impact of information technology on supply chain relationship in Ghana by looking at Shoprite Limited.The research set out three objectives; the first objective was to determine the influence of information technologies on organisational performance of Shoprite Ghana Limited; the second objective was to determine the factors that promote customer relationship at Shoprite Ghana Limited while the third objective was to generate guidelines for Ghanaian Retail companies to improve the efficiency in their supply chain network. The study adopted survey design with a sample size of 100 selected through purposive and simple random sampling techniques. It was concluded that effective use of IT could lead to increase in organisational performance, promote customer relationship. and attainment of competitive advantage. It was also revealed from the study that Shoprite Ghana has achieved some level of customer care and satisfaction and this has contributed to a stronger relationship between the company and its customers. The study further concluded that Shoprite Ghana has derived some benefits with the minimal use of IT in its operation but stands to gain a lot when management proactively address delays associated with service delivery through IT implementation and making a strategic investment in IT to deploy innovative products and service for its customers. The study recommends that management must proactively address the delays associated with service delivery through the implementation of IT and reduce customer waiting times at Shoprite Ghana Limited. Shoprite must use IT to automate all of its operations to reduce attrition rate and to better communicate with its customers and suppliers.