Adopting Supply Chain Technologies for Enhanced Customer Service: case of Malaysian logistics company Lim Yi Rou (a), Mehran Doulatabadi (a)*, Azizah Yusof (b)
(a) Universiti Teknikal Malaysia Melaka
(b) INTI International University, Malaysia
* mehran[at]utem.edu.my
Abstract
This study examines the adoption of supply chain technologies by PKT Logistics Group in response to Malaysia^s expanding digital economy. With the rapid growth of e-commerce and increasing global trade complexities, logistics companies face mounting pressure to embrace digital transformation. Addressing gaps in existing literature, this research focuses on three key objectives: (1) to identify the types of supply chain technologies adopted by PKT Logistics, (2) to examine the impact of these digital technologies on customer service performance, and (3) to explore the challenges encountered during technology implementation.
A qualitative case study approach was employed to gain deeper insights. Data were collected through semi-structured email interviews to minimize transcription errors and complemented by document analysis. Thematic analysis was used to identify, analyze, and categorize findings based on the research objectives.
The study contributes to academic understanding of digital adoption in Malaysia^s logistics sector and provides practical insights for other firms seeking to undertake similar digital transformation journeys.
Keywords: Supply chain technologies- Logistics industry- performance- Malaysia
