THE INFLUENCE OF DIGITALIZATION ON CUSTOMER SATISFACTION THROUGH SUPPLY CHAIN INTEGRATION AS AN INTERVENING VARIABLE AT DHL EXPRESS KALIMANTAN 2024

Maharani Maharani, Khalishah Fortuna, M. Arif Hernawan, Muhamad Ashari Syafril

Abstract


This research aims to analyze the impact of digitalization and supply chain integration in optimizing services and its influence on customer satisfaction of DHL Express Kalimantan. In an era of globalization and rapidly evolving technology, logistics companies like DHL Express Kalimantan need to implement effective digital innovation and supply chain integration strategies to remain competitive and meet customer satisfaction. Effective supply chain integration, both internally and externally with business partners, can reduce cycle times and improve responsiveness to customer demand. Digitization and supply chain integration as a whole contribute positively to customer satisfaction. This research uses quantitative methods with data collection through questionnaires distributed to DHL Express Kalimantan customers. The sample used was 120 respondents who were DHL Express Kalimantan customers and analyzed using Structural Equation Modelling-Partial Least Square (SEM-PLS)

Keywords


Digitalization; Supply Chain Integration; Customer Satisfaction; DHL Express

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References


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DOI: https://doi.org/10.25292/atlr.v7i0.696

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