The effectiveness of resources and information technology towards operational performance in logistics service providers (LSPs)

Logistics service providers (LSPs) rely on a variety of resources, including human resources, organizational resources, and relational resources, to achieve operational performance. In addition, the use of information technology (IT) has become increasingly important in improving logistics processes and enhancing customer satisfaction. This study aims to investigate the effectiveness of the resources and IT towards operational performance in Malaysia LSPs firms. A total of 105 LSPs, Selangor Freight Forwarders and Logistics Association (SFFLA), Johor Freight Forwarders Association (JOFFA) and Penang Freight Forwarder and Logistics Association (PFFA) have participated in the study. Data from the study were collected through a survey questionnaire. The collected data were then analyzed using structural equation modeling (SEM). The study findings showed that human resources and organizational resources have a significant beneficial influence on operational performance. However, the analysis did not support the impact of relational resources on LSP’s operational performance. Information technology (IT) appeared as a mediator, emphasizing its critical role in enhancing the effect of resources on operational performance. This study made a significant contribution by focusing light on the important role of resources and IT in improving LSP’s operational performance. These findings equipped LSPs with tangible solutions for effectively fortifying their logistics operations.