The Role of Dynamic Capabilities in Accelerating Service Performance: Synergistic Effects of Robotic Process Automation and Logistics Competence at PT Pos Indonesia
DOI:
https://doi.org/10.24256/kharaj.v8i3.12218Keywords:
Robotic Process Automation, Logistics Competencies, Dynamic Capabilities, Logistics Service Performance, SEM-PLS, Digital Transformation, State-Owned EnterprisesAbstract
Purpose: This study examines the direct and indirect effects of Robotic Process Automation (RPA) and Logistics Competencies on Logistics Service Performance through Dynamic Capabilities at PT Pos Indonesia. Methods: An explanatory quantitative approach was employed using a cross-sectional survey of 172 managerial and supervisory employees. Data were collected using a 1–5 Likert-scale questionnaire and analysed using SEM-PLS with 1,000 bootstrap resamples. Results: The results support all seven hypotheses. RPA and Logistics Competencies significantly enhance Dynamic Capabilities (β = 0.392 and 0.384), while Dynamic Capabilities significantly improve Logistics Service Performance (β = 0.354). Significant indirect effects were also found for RPA (β = 0.139) and Logistics Competencies (β = 0.136) through Dynamic Capabilities. The model explains 46.8% of the variance in Dynamic Capabilities and 60.9% in Logistics Service Performance. Implications: The findings highlight that digital transformation requires more than technological investment. PT Pos Indonesia should integrate end-to-end RPA implementation with continuous development of logistics competencies and dynamic capabilities to achieve sustainable improvements in logistics service performance.
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