FROM LEGACY INFRASTRUCTURE TO DIGITAL GROWTH: AN INTEGRATED SWOT ANALYSIS OF PT POS INDONESIA'S JOMBANG BRANCH
Abstract
Introduction: Indonesia's courier and logistics market is being reshaped by e-commerce expansion, digital platforms, automation, and escalating customer expectations. These changes create a strategic paradox for incumbent postal organizations: extensive networks and institutional legitimacy remain valuable, yet legacy routines and uneven digital capabilities can impede rapid adaptation. This study evaluates the strategic position of PT Pos Indonesia's Jombang Branch and formulates branch-level development priorities through an integrated SWOT process.
Methods: A descriptive qualitative case-study design was employed. Evidence was obtained from direct observation, semi-structured interviews with branch-level managerial informants, organizational documentation, and relevant literature. Internal and external strategic factors were synthesized through Internal Factor Evaluation (IFE) and External Factor Evaluation (EFE) matrices, followed by SWOT quadrant positioning and a TOWS-style strategy matrix. Source triangulation and informant cross-checking were used to enhance credibility.
Results: The branch recorded an IFE score of 3.22 and an EFE score of 2.79. Strengths exceeded weaknesses by 1.48, while opportunities exceeded threats by 1.13, placing the organization in Quadrant I. The dominant strengths were trusted state-owned-enterprise reputation and nationwide service coverage; the most consequential opportunities were e-commerce growth and digital technology. Priority strategies include digitally enabled service expansion, marketplace and SME partnerships, workforce capability development, process simplification, and customer-facing service innovation.
Discussion: The findings show that legacy assets create advantage only when converted into adaptive capabilities. The study contributes by linking branch-level SWOT diagnosis with the resource-based view and dynamic-capabilities perspective, demonstrating how physical reach, legitimacy, and service diversity can support growth when combined with digital sensing, rapid reconfiguration, and ecosystem collaboration. Managerially, the branch should treat digital transformation as an organizational capability-building program rather than a stand-alone technology project.
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