Logistics HR Capabilities, Iot Integration, and Service Quality on Operational Performance: Mediating Delivery Timeliness

Abstract

Background: The development of digital logistics demands companies to improve the speed, accuracy, transparency, and quality of operations. This study seeks to examine how logistics human resource capabilities, Internet of Things (IoT) integration, and service quality influence the company's operational performance, both directly and via delivery timeliness acting as a mediating variable within the digital logistics services of PT Pos Indonesia (Persero). Method: This research applies a quantitative approach using the Partial Least Squares–Structural Equation Modeling (SEM-PLS) method operated through SmartPLS. Data were collected from 145 internal respondents who were familiar with digital logistics services, Service Level Agreements, tracking systems, service quality, logistics HR capabilities, and operational performance. The analysis includes testing measurement models, structural models, hypotheses, and mediating effects. This research emphasizes the importance of employee capabilities, technology integration, and service quality in improving delivery timeliness and operational performance. Results: The findings reinforce scholarship on digital operations and logistics management and offer recommendations for firms to enhance performance by developing logistics human resource capabilities, leveraging IoT, raising service quality, and managing delivery times. Conclusion: This study concludes that Logistics HR Capabilities, Internet of Things (IoT) Integration, and Service Quality exert a positive and significant effect on Delivery Timeliness and on Company Operational Performance. Delivery Timeliness is likewise shown to have a positive and significant effect on the Company's Operational Performance and to function as a partial mediator linking Logistics HR Capabilities, IoT Integration, and Service Quality to Operational Performance.