The Role of Dynamic Capabilities in Accelerating Service Performance: Synergistic Effects of Robotic Process Automation and Logistics Competence at PT Pos Indonesia

Fajar Febrianto Catur Prasetiyo (Universitas Bisnis dan Logistik Internasional)
Maniah (Universitas Logistik dan Bisnis Internasional, Bandung)
Agus Purnomo (Universitas Logistik dan Bisnis Internasional, Bandung)

Al-Kharaj: Journal of Islamic Economic and Business
Vol. 8 No. 3 (2026): All articles in this issue include authors from 3 countries of origin (Indonesi

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.