Evaluating the efficiency and viability of drone technology in last mile logistics operations- a case study of Charlie Stevens international (csi) Zimbabwe

Abstract

This study evaluates the efficiency and viability of drone technology in last-mile logistics operations in Zimbabwe, using Charlie Stevens International (CSI) as a qualitative case study. The research is grounded primarily in the Resource-Based View (RBV), supported by Innovation Diffusion Theory (IDT) and the Technology–Organisation–Environment (TOE) framework, to examine how internal capabilities, stakeholder perceptions, and environmental conditions shape technology adoption in logistics firms. An exploratory qualitative research design was employed, with primary data collected through semi-structured interviews involving internal CSI stakeholders and selected external actors within the logistics and drone ecosystem. A total of 45 participants were targeted, of whom 43 participated, representing a 95.6% response rate. Data were analysed using thematic analysis to identify patterns related to operational efficiency, financial viability, technical feasibility, and stakeholder acceptance. The findings indicate that drone technology has the potential to reduce delivery lead times, improve route efficiency, and extend service reach for lightweight and time-sensitive consignments, particularly in hard-to-access areas. However, financial viability is constrained by acquisition costs, maintenance requirements, regulatory compliance expenses, and limited economies of scale at early stages of adoption. Stakeholder acceptance was influenced by perceptions of safety, regulatory clarity, reliability, and demonstrated operational performance. Organisational readiness, partnerships, and regulatory engagement emerged as critical factors shaping adoption feasibility. Based on these findings, the study recommends: the implementation of phased pilot projects focused on high-value and time-critical delivery routes; strategic partnerships with drone operators, regulators, and technology providers to strengthen technical and compliance capabilities; and the development of cost–benefit models to guide route selection and investment decisions. The study provides context-specific insights into the conditions under which drone technology may enhance last-mile logistics performance in Zimbabwe