The Role of Artificial Intelligence in Last-Mile Delivery Optimisation: A Case Study of DHL Ghana

Theophilus Kofi Anyanful (), Lydia Adu-Gyamfi () and Animah Amaning Nyanor ()
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Theophilus Kofi Anyanful: Accra Technical University, Department of Procurement and Supply Chain Management
Lydia Adu-Gyamfi: Accra Technical University, Department of Procurement and Supply Chain Management
Animah Amaning Nyanor: Accra Technical University, Department of Procurement and Supply Chain Management

A chapter in Proceedings of the International Conference on Sustainable Business and Entrepreneurship (ICSBE 2025), 2025, pp 414-442 from Springer

Abstract: Abstract The rapid growth of e-commerce and heightened customer expectations have intensified the importance of last-mile delivery, particularly in emerging markets like Ghana. This study investigates the role of artificial intelligence (AI) in optimising last-mile delivery performance, focusing on DHL Ghana as a case study. Drawing on the Resource-Based View (RBV), Transaction Cost Economics (TCE), and Trust Theory, the research explores how AI-enabled optimisation affects operational efficiency, delivery performance, and customer satisfaction. Data were collected from 133 logistics managers and operational staff and analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM). Results indicate that AI-enabled optimisation has significant positive effects on both operational efficiency (β = 0.46, p

Keywords: Artificial Intelligence; Last-Mile Delivery; Operational Efficiency; Supply Chain Performance; Digital Infrastructure; Ghana (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-930-8_27

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DOI: 10.2991/978-94-6463-930-8_27

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