Evaluasi PT POS INDONESIA dalam Persaingan Ekspedisi Nasional

Abstract

The development of the national logistics industry, driven by the expansion of e-commerce, has created a new competitive dynamic that has put pressure on PT Pos Indonesia's position as an established player in the courier service sector. The main challenges that have emerged include delivery delays, low service responsiveness, technological backwardness, and weakened customer trust, resulting in a gap between user expectations and the company's actual performance. This study aims to evaluate PT Pos Indonesia's operational performance, service quality, digital transformation, and strategic competitiveness in the context of modern shipping industry competition. The study uses a qualitative approach with a systematic literature review method of scientific articles, institutional reports, company data, and industry publications from 2020 to 2025. The analysis was conducted using a thematic synthesis technique that grouped the findings into themes of operations, digitalization, customer service, and competitive strategy. The results of the study show that although PT Pos Indonesia has an extensive physical distribution network and public service capacity, the implementation of digital transformation has not been optimal due to bureaucratic obstacles, low human resource readiness, and incomplete system integration. Meanwhile, technology-based competitors demonstrate superior performance in speed, digital experience, and operational efficiency. These findings underscore the need for accelerated digitalization, operational restructuring, and business strategy repositioning to ensure the company remains relevant and competitive in the digital logistics ecosystem.