AI-integrated procurement and inventory systems in Jordanian customs points and employee performance: evidence from e-commerce supply chains

Abstract This research explores the impact of AI-based technology on e-commerce supply chains in a sample of customs officers at prime border and port points of entry in the Hashemite Kingdom of Jordan. It explores the effect of three major digital capabilities on the competitiveness of firms: logistics and delivery, IT and information, and customer experience and demand management. The study commences with employee performance and job satisfaction and further explores the effect of AI-based procurement and inventory systems. A total of 338 customs officials responded to a structured survey questionnaire, and the data were analyzed using Structural Equation Modeling and Confirmatory Factor Analysis. Our findings indicate that all three digital devices result in positive effects on employee performance, and digital procurement and inventory systems reinforced with AI technologies boost task autonomy, clarity and sharing decision process. Second, employee performance plays a mediate role in the relationship between e-commerce supply chain technologies and job satisfaction, which means that better e-commerce supply chain technologies will result in increasing the performance of employees. The results suggest a human centric digital system for the logistics of public sector. It’s this form of training combined with infrastructure to allow employee feedback and company-wide deployment of inclusive AI that will provide the most value. These opinions offer policy guidance on the modernization of customs clearance in digitalized-developing societies. These opinions are emphasizing for practical orientation of the customs reform in the fast digitalizing developing countries societies.