DIGITAL ADOPTION OF TAM IN LAST-MILE LOGISTICS: A SYSTEMATIC LITERATUR REVIEW OF CPP-SLA IMPACTS

Haris Fitriadi, Maniah Maniah

Abstract


Although various digital technologies have been implemented to enhance distribution efficiency, systematic evidence linking technology acceptance to operational performance remains limited and fragmented. This study aims to analyze the application of the Technology Acceptance Model (TAM) in the context of digital technology adoption in last-mile logistics and its implications for operational performance, particularly Cost per Parcel (CPP) and Service Level Agreement (SLA) achievement. A Systematic Literature Review (SLR) method was employed, following stages of identification, screening, and article selection based on predefined inclusion and exclusion criteria. From 600 articles identified across six academic databases, 39 articles met the eligibility criteria and were systematically synthesized. The findings indicate that perceived usefulness and perceived ease of use, together with external factors such as trust, organizational readiness, and infrastructure support, play significant roles in driving technology adoption. The level of actual system use is associated with route optimization, enhanced real-time visibility, reduced delivery failures, and improved service timeliness, ultimately contributing to CPP efficiency and SLA attainment. This study integrates technology acceptance perspectives with operational performance indicators into a unified conceptual framework, providing a strategic foundation for decision-making in last-mile logistics digital transformation.


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DOI: https://doi.org/10.3059/insis.v0i0.29977

DOI (PDF): https://doi.org/10.3059/insis.v0i0.29977.g15242

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