OPTIMIZING SUSTAINABLE SUPPLY CHAIN PERFORMANCE THROUGH TECHNOLOGICAL INNOVATION : A CASE STUDY OF AI CHATBOT ADOPTION IN PT. LION PARCEL CENTER

Achmad Muhyidin Arifai, Hidayat Hidayat, Tria Aulia, Muhammad Rizqy Radhinal Husein

Abstract


Supply chains greatly affect the environment through carbon emissions and waste generated from production, transportation, and distribution. These negative impacts can be reduced by implementing sustainable supply chain performance (SSCP), which manages and optimizes the entire supply chain process by considering environmental, social, and economic aspects. Industry 4.0 has opened up various opportunities with internet-based technology, along with challenges for logistics companies. The presence of AI Chatbot (AIC) can improve SSCP by increasing visibility and operational efficiency in the form of better management at every stage of the supply chain, automating ordering, managing inventory in real-time, and providing predictive analysis for better decision making. Therefore, this study investigates the role of AIC in SCV and IC towards SSCP. This research uses PT Lion Parcel, which adopted an AI chatbot named Liona, as a case study to measure the influence of AIC on Sustainable Supply Chain Performance (SSCP). Based on Dynamic Capability theory (DC) theory, this study involved 91 respondents from employees, and used Structural Equation Modeling with SMART-PLS 4.0 to investigate the role of AIC in improving supply chain visibility (SCV) and Innovation Capability (IC) towards SSCP performance.

Keywords


AI Chatbot (AIC); Sustainable Supply Chain Performance (SSCP); Supply Chain Visibility (SCV); Innovation Capability (IC)

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References


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DOI: https://doi.org/10.25292/atlr.v7i0.695

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