An Analysis of Goods Delivery Operations Management at Shopee Express in Palopo City
Keywords:
Operational Management, Goods Delivery, E-Commerce LogisticsAbstract
The increasing volume of e-commerce transactions has created greater demand for fast, accurate, and reliable goods delivery, while delivery delays, shipment accumulation, system disruptions, and distribution barriers remain operational challenges. This study aims to analyze the operational management of goods delivery at Shopee Express in Palopo City and identify the factors supporting and hindering its implementation. This research employed a qualitative method with a descriptive case study approach. Data were collected through observation, semi-structured interviews, and documentation involving 25 informants selected using purposive sampling, consisting of supervisors or coordinators, couriers, sorting and warehouse staff, operational administrative staff, and customers. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, while data credibility was ensured through source, technique, and time triangulation. The findings indicate that operational management has been implemented relatively well through the functions of planning, organizing, actuating, and controlling. Planning is based on package volume, distribution areas, human resource requirements, and operational targets, while clear task division supports coordination among operational personnel. Delivery implementation is supported by digital systems and barcode scanning, and controlling is conducted through tracking systems, performance evaluation, and complaint handling. The main supporting factors are human resources, technology, fleet availability, tracking systems, and work coordination. Meanwhile, weather conditions, infrastructure limitations, system disruptions, high delivery volumes, and customer-related factors remain the main obstacles. The study concludes that effective delivery management requires the integration of human resources, technology, physical resources, and coordination, with continuous improvements in operational monitoring, resource capacity, and distribution optimization.
References
Assauri, S. (2021). Manajemen operasi produksi: Pencapaian sasaran organisasi berkesinambungan. Rajawali Pers.
Chase, R. B., & Jacobs, F. R. (2021). Operations and supply chain management (16th ed.). McGraw-Hill Education.
Christopher, M. (2022). Logistics and supply chain management (6th ed.). Pearson Education.
Daft, R. L. (2021). Management (14th ed.). Cengage Learning.
Denzin, N. K., & Lincoln, Y. S. (2023). The SAGE handbook of qualitative research (6th ed.). SAGE Publications.
Griffin, R. W. (2022). Fundamentals of management (10th ed.). Cengage Learning.
Handoko, T. H. (2020). Manajemen (Edisi 2). BPFE.
Heizer, J., Render, B., & Munson, C. (2020). Operations management: Sustainability and supply chain management (13th ed.). Pearson Education.
Kementerian Perhubungan Republik Indonesia. (2023). Statistik transportasi dan logistik Indonesia 2023. Kementerian Perhubungan Republik Indonesia.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2022). Qualitative data analysis: A methods sourcebook (5th ed.). SAGE Publications.
Moleong, L. J. (2021). Metodologi penelitian kualitatif (Edisi revisi). PT Remaja Rosdakarya.
Robbins, S. P., & Coulter, M. (2021). Management (15th ed.). Pearson.
Rushton, A., Croucher, P., & Baker, P. (2022). The handbook of logistics and distribution management (7th ed.). Kogan Page.
Shopee Indonesia. (2024). Pusat edukasi penjual dan informasi layanan Shopee Express.
Slack, N., Brandon-Jones, A., & Burgess, N. (2023). Operations management (11th ed.). Pearson.
Stevenson, W. J. (2021). Operations management (14th ed.). McGraw-Hill Education.
Sugiyono. (2023). Metode penelitian kualitatif. Alfabeta.
Tjiptono, F. (2022). Service management: Mewujudkan layanan prima (Edisi terbaru). Andi.
Wang, Y., Zhang, X., Liu, H., & Chen, J. (2024). Digital logistics service quality and customer satisfaction in e-commerce delivery services. Transportation Research Part E: Logistics and Transportation Review.
Yin, R. K. (2023). Case study research and applications: Design and methods (7th ed.). SAGE Publications
P. Hasugian PM, Barita, N. Simangunsong, and S. P. Sipayung, “Development Of A Local Density Approach For Structure Improvement And Cluster Separation In Water,” vol. 4, pp. 18–30, 2025, doi: 10.15587/1729-4061.2025.337049.
