The Influence of Digital Transformation Dimensions on Operational Efficiency and Logistics Service Performance at KCU Padang PT Pos Indonesia

Wahyu Indra Permata (Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia)
Maniah Maniah (Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia)
Melia Eka Lestiani (Universitas Logistik dan Bisnis Internasional, Bandung, Indonesia)

Siber Journal of Transportation and Logistics
Vol. 4 No. 1 (2026): (SJTL) Siber Journal of Transportation and Logistics (April - June 2026)

This study examines the influence of three digital transformation dimensions, technology adoption, digital HR readiness, and top management support, on operational efficiency and logistics service performance at PT Pos Indonesia's Padang Main Branch Office. Using the TOE Framework and PLS-SEM with SmartPLS 4.0, data from 58 employees were analyzed. Five of six hypotheses were supported, revealing a previously undocumented cross dimensional pattern, digital HR readiness emerged as the strongest predictor of operational efficiency (β = 0.553, f² = 0.485), while technology adoption and top management support more strongly influenced service performance. The model explains 77.2% and 69.8% of variance respectively. These findings indicate that internal efficiency is primarily determined by human readiness, while customer facing service quality is driven by the combination of technology and leadership.