Pengaruh Penggunaan Teknologi Robotik dan Radio Frequency Identification (Rfid) terhadap Kepuasan Layanan Logistik di Sentral Pelayanan Pos (SPP) Surabaya dan Sentral Pelayanan Pos (SPP) Jakarta Timur melalui Efektivitas Digital dan Otomasi Layanan
DOI:
https://doi.org/10.38035/jmpis.v7i2.7502Keywords:
Teknologi Robotik, RFID, Efektivitas Digital, Otomatisasi Layanan, Kepuasan Layanan LogistikAbstract
Penelitian ini bertujuan untuk menganalisis pengaruh teknologi robotik dan RFID terhadap efektivitas digital, otomatisasi layanan, dan kepuasan layanan logistik di Sentral Pelayanan Pos (SPP) di Surabaya dan Jakarta Timur, termasuk peran mediasi efektivitas digital dan otomatisasi layanan. Penelitian ini menggunakan pendekatan kuantitatif dengan Partial Least Squares Structural Equation Modeling (PLS-SEM) untuk memeriksa hubungan antarvariabel. Hasil penelitian menunjukkan bahwa teknologi robotik memiliki efek positif dan signifikan terhadap efektivitas digital dan otomatisasi layanan, sedangkan RFID tidak memiliki dampak yang signifikan. Selain itu, efektivitas digital dan otomatisasi layanan tidak berfungsi sebagai variabel mediasi dalam meningkatkan kepuasan layanan logistik. Temuan ini menunjukkan bahwa meskipun teknologi meningkatkan efisiensi internal dan otomatisasi proses, kepuasan pelanggan lebih dipengaruhi oleh kualitas layanan, interaksi staf, dan kecepatan pengiriman. Studi ini secara teoritis berkontribusi untuk memahami hubungan antara teknologi digital dan kepuasan layanan logistik dan memberikan rekomendasi praktis bagi SPP untuk menggabungkan inovasi teknologi dengan strategi yang bertujuan untuk meningkatkan pengalaman pelanggan.
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