From software to strategy: How process performance unlocks business value in the logistics industry

Aim/purpose – This study investigates how process performance mediates the relation- ship between software performance and business performance in Türkiye’s logistics industry. It addresses the problem of fragmented digitalization efforts that fail to inte- grate software with strategic process improvements. Design/methodology/approach – The research employs a quantitative approach, using survey data collected from 124 managers in micro-, small-, medium-, and large-scale Turkish logistics businesses that utilize Transportation Management Systems (TMS). Data analysis is conducted via SPSS 28 and PROCESS Macro (Model 4) to test media- tion effects. Findings – The results confirm a dual-channel mechanism in which software perfor- mance exerts a direct effect on business performance and a stronger indirect effect medi- ated by strategic process performance. Specifically, TMS software enhances alignment, speed, and quality in strategic decision-making, which, in turn, drives superior outcomes across competitive metrics such as customer satisfaction, cost reduction, market share, and profitability. Research implications/limitations – The findings highlight the need for process-centric strategies in software adoption; therefore, the study focuses on strategic decision-making performance rather than operational metrics. In addition, the results are limited to the logistics industry in Türkiye and rely on self-reported data. Originality/value/contribution – This study extends digital value-realization research by quantifying the mediating role of process performance in the relationship between TMS software performance and business performance in Türkiye’s logistics industry. By integrating the resource-based view and business process management, it shows that software capabilities contribute to business outcomes both directly and – more strongly – through process-based conversion mechanisms in an emerging-economy context. Keywords: Software performance, process performance, business performance, logistics industry, emerging economies, mediation analysis. JEL Classification: L91, M15, O32.