THE IMPACT OF DIGITALIZATION INTEGRATION ON OPERATIONAL EFFECTIVENESS AT GAS STATIONS (SPBU)

Abstract

The Fourth Industrial Revolution and the rapid acceleration of digital transformation, especially post-pandemic, have compelled various industries, including gas stations (SPBU), to adopt digital technologies to enhance operational effectiveness. Recent phenomena, such as the rise of cashless transactions, automated inventory management, and the Internet of Things (IoT), reflect a growing demand for efficiency, accuracy, and customer satisfaction in service sectors. This study aims to analyze the impact of digital integration on SPBU operational effectiveness using a systematic literature review (SLR) approach. Data were collected from relevant scientific journals over the last decade, focusing on digitalization in energy and public service industries. The findings reveal that digital technology adoption—such as electronic payment systems, IoT-based fuel monitoring, and ERP-driven inventory optimization—significantly improves operational performance. Key improvements include faster service delivery, cost efficiency, and enhanced inventory accuracy, contributing to higher customer satisfaction. However, challenges persist, such as high investment costs and workforce adaptability to digital systems. This study offers practical recommendations for SPBU managers to align with emerging digital trends, ensuring competitiveness and operational excellence in an increasingly digital economy.