Logistics services performance quality is critical in any supply chain. Two service
delivery elements are marketing customer service and physical distribution service;
these elements are used to measure the logistics services performance because of their
logistics activities (Mentzer et al 2001). The purpose of this study was to assess the
impact of integrated logistics system (ILS) of healthcare commodities on customer
satisfaction in Tanzania Health system; a case of primary healthcare facilities in Ilemela
District, Mwanza region. This study was guided by five objectives: (i) to assess the level
of customer satisfaction of current logistics management of healthcare commodities in
Ilemela District, Mwanza Region, (ii) to assess the extent to which integrated logistics
system meets customers‘ (Dispensaries & Health Centres) requirements in Ilemela
District of Mwanza region, (iii) to identify challenges associated with running of
integrated logistics system in Ilemela District of Mwanza Region, (iv) to determine how
information technology within integrated Logistics system affect customer order
accuracy and order efficiency, discrepancy and flexibility and (v) to identify areas for
improvement of integrated logistics system within Medical Store Department (MSD).
A descriptive research design which incorporated quantitative and qualitative
approaches was adopted to investigate the research problem. A survey of 81 healthcare
workers at healthcare facilities was carried out in Ilemela Municipal Council using selfadministered
questionnaire. In addition interviews were used with selected healthcare
workers. The data was analyzed using descriptive statistics whereby SPSS package
version 17.0 was used to analyse data.
The study revealed that customers (healthcare facilities) were unsatisfied with service
performance of ILS within MSD on all its performance activities; ILS was noted to be
also mostly inefficient in its distribution and delivery function to healthcare facilities.
The study findings also showed that ILS was not meeting customers‘ requirement in the
supply of medicines and medical supplies especially informing customers on new
supplies and having full supply of needed medical commodities.
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It also showed that the ILS faced many constraints / barriers in its distribution function,
these included delivery delays due to constant shortage of vehicles, lack of industry
electronic data interchange standards and imperfect integrated logistic information
system. A list of strategies for the improvement of ILS was identified and these included
introduction of priority orders, emergency order and special order delivery system, the
outsourcing of the distribution functions to the private providers and interactive
communication between MSD and its customers (healthcare facilities).
Further recommendations were made that; the ILS Section of MSD and heads of HF
should create a platform that enables the two points to facilitate the communication and
planning, using such collaboration system will help MSD to respond quickly to HF
(customers) demands, it will also help in the cost reduction in logistics activities both for
MSD and other supply agents. MSD through ILS section and HF should design
strategies that make sure operations and distribution functions are delivered cohesively.
Another recommendation was a need for immediate training of MSD operations and
service delivery staff about customer care principles. This will ensure they understand
their obligations, customers‘ (HF) needs and what efforts are needed to meet those
customer requirements; this will also assist in improving community perception of their
image on MSD.
The study also suggests areas for future research and these include but not limited to
extending the same study to other districts / cities prior to generalization of its impact on
specific ILS activities affecting customers‘ satisfaction