Logistics integration impact on customer satisfaction in Zimbabwe’s heavy equipment sector

The study investigated the role of logistics integration in enhancing customer satisfaction within Zimbabwe’s heavy equipment sector. Using a mix of explanatory and descriptive research designs, data was collected from 120 respondents across 40 companies through structured questionnaires. The findings revealed that logistics services among heavy equipment suppliers are poorly integrated, significantly impacting customer satisfaction in areas such as inventory availability, order accuracy, timeliness and on-time delivery. However, while logistics integration improved information accuracy, it had limited influence on effective communication. Key issues identified include delays in product availability, frequent errors in order processing, extended lead times, inconsistent delivery schedules, and the dissemination of inaccurate product information. The study recommends that suppliers improve demand forecasting and inventory management, ensure compliance with customer specifications, respond promptly to orders and consistently deliver accurate information. Additionally, training sales teams to handle the sector’s complex customer needs is essential to enhance overall satisfaction. These measures are critical for building trust and maintaining competitiveness.