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All Journal JURNAL ECONOMIA Jurnal Manajemen Terapan dan Keuangan Journal of Indonesian Tourism and Development Studies JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) JPM17: Jurnal Pengabdian Masyarakat E-Dimas: Jurnal Pengabdian kepada Masyarakat Jurnal Manajemen Indonesia IJEBD (International Journal Of Entrepreneurship And Business Development) Primanomics : Jurnal Ekonomi & Bisnis Media Mahardhika Jurnal Sosial Humaniora Abdimas Umtas : Jurnal Pengabdian kepada Masyarakat Jurnal STIE Semarang (Edisi Elektronik) Jurnal Entrepreneur dan Entrepreneurship Jurnal Bisnis Terapan Jurnal Ilmu Manajemen dan Akuntansi Terapan International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Leverage, Engagement, Empowerment of Community (LeECOM) Jurnal Performa : Jurnal Manajemen dan Start-up Bisnis Jurnal Ilmiah Manajemen Kesatuan Jurnal Manajemen Pelayanan Hotel Jurnal Manajemen Perhotelan dan Pariwisata Jurnal Syntax Transformation Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Journey : Journal of Tourismpreneurship, Culinary, Hospitality, Convention and Event Management International Journal of Economics, Management, Business, and Social Science BIP'S : Jurnal Bisnis Perspektif Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Publicio : Jurnal Ilmiah Politik, Kebijakan dan Sosial Nawasena: Jurnal Ilmiah Pariwisata Media Bina Ilmiah Journal Community Service Consortium Jurnal Abdimas Sosek (Jurnal Pengabdian dan Pembardayaan Masyarakat) West Science Journal Economic and Entrepreneurship Journal of Economics and Management Scienties International Journal of Application on Economics and Business Jurnal Sains Student Research West Science Social and Humanities Studies Saba : Journal of Tourism Research International Journal of Review Management Business and Entrepreneurship Berkala Ilmiah Kedokteran dan Kesehatan Masyarakat
Liliana Dewi
Universitas Ciputra Surabaya
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Medicine & Pharmacology Public Health Social Sciences Other

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Digital Transformation on Competitive Advantage through Customer Experience in Indonesian Companies Gani, Ervina Abdul; Herdinata, Christian; Dewi, Liliana
Jurnal Ilmiah Manajemen Kesatuan Vol. 13 No. 6 (2025): JIMKES Edisi November 2025
Publisher : LPPM Institut Bisnis dan Informatika Kesatuan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37641/jimkes.v13i6.3978

Abstract

Despite the rapid growth of digital transformation in Indonesia, many firms still face challenges such as limited digital literacy, unequal infrastructure, and high implementation costs, which hinder their ability to fully leverage technology to enhance customer experience and achieve a competitive advantage. Drawing on Dynamic Capability Theory, this research examines how digital transformation initiatives influence competitive advantage through enhanced customer experience in the context of a developing economy. The data for this research were collected using an online questionnaire of 350 managers and business leaders from Indonesian companies that have implemented digital transformation initiatives. The sampling criteria included companies with at least one digital transformation initiative implemented in the past two years and respondents with direct involvement in digital transformation programs. Using structural equation modeling for analysis, this study’s results reveal that digital transformation positively influences both directly and indirectly to competitive advantage through customer experience mediation. The findings of this study indicate that customer experience takes a significantly mediating role in translating digital transformation efforts into competitive advantages. Furthermore, the research demonstrates that despite implementation challenges in developing countries, companies can successfully leverage digital transformation to enhance their competitive position through improved customer experience.
Co-Authors Adityawijaya, Alan Alan Adityawijaya Alexander Wahyudi Henky Soeparto Alfa Syahputra Anataya, Brennadiva Andersen, Matthew Andrina, A.A.A Puty Arabiy Mahju, Muchammad Ilham Syarifullah Arvin Fuldyanto Auditia Setiobudi Augie Surya Satria Aurellia, Clairene Ayuni, Trisda Bramantyo, Paskalis Dio Brennadiva Anataya Burhan Bungin Charles, Clivyne Eugenia Charly Hongdiyanto Choerunisa, Siti Christian Herdinata Christian, Timotius Christiani, Natalia Christina Christina Christina Christina Sudyasjayanti Christina Whidya Utami Christy, Erica Damelina B. Tambunan Daniel Chandra Dela Safitri Denny Bernardus Desy Permana Sari Dewi Mustikasari Immanuel Dimas B Prakoso Dimas B. Prakoso Dina Hidni Djunaid, Ika Suryono Edrick Gian Gunawan Efrata, Tommy Eko Budi Santoso Eric Harianto Evan Huttama Handoko Eviana Tarigan Febry, Timotius Feilany Tali Franika BR Manjorang Gani, Ervina Abdul Hadiwidjaja, Audrey Erin Halim, Dio Alexander Hanni Fathia Henry Susanto Pranoto Hidni, Dina Irantha Hendrika Kenang Irawan, Reita Angela Iskandar, Olivia Mey Ivan Suaidi Jessica Armine Jihan Fadillah Joy Victoria Dharmawan Lira Kazia Laturette Koerniawan, Samuel Kurniawan, Madeline Ivanka Laij Victor Effendi Liem Evan Wiryono Liestya Padmawidjaja Maharani Indira Ravi Mierdhani Marco Tantomo Maria Henny Setiowati Mayumi Risky Ramadhani Metta Padmalia Michael Christopher Doullos Thorion Muammar Daffa Alfariz Murpin Josua Sembiring Nabila Sri Astuti Nadia Rizki Amalia Natalia, Monica Nathalia Minoque Kusuma Salma Rasyid Jr Ni Wayan Faustina Noni Yanti Nugraha, Rizki Nurul Nurul Hikmah Putra, Reza Ardian Quinta Marvellyn Rinabi Tanamal Rismawati br Sitepu Rizki Sholehudin Yusuf Romauli Nainggolan Rudy Pangestu Salim, Ika Raharja Salsa, Aisha Safira Sandriana, Rachiel Santana, Christianno Saputro, Tirza Natalia SARINAH, LISA Satritama, Muhammad Andriansyah Sembiring, Murpin Septiana , Merry Setyaningrum, Agvionita Oktavia Pramesti Shofi Dhiya Ulhaq Siahaan, Salmon Charles P.T. Siandika, Raynaldo Aditya Silvera Wanasaputra Sinaya, Michael Sindarko, Wihan Sitepu, Rismawati Soetedja, Venny Sonata Christian Stella Nathania Sulaksono, Andri Sulis Edy Wibisono Sulistio, Elbert Suryawijaya, Alan Sutanto, J. E. Sutrisno, Timotius FCW Suwangsih, Iwang Tamara Aurellian Thendean Tania Callista Thomas Stefanus Kaihatu Tirza Natalia Saputro Tommy Christian Efrata Utami, Christina Widya Veralini, Veralini Vita Cecilia Wahyu Pratama Teja Wahyudi, Alexander Wendra Hartono Whidya Utami Wibisono, Sulis Edy Widjaja, Marcellino William Henadad Laluyan Wilsen Wilsen, Wilsen Wirawan ED Radianto Wongpy, Joshua Christian Yudian, Rais A Yuwono Marta Dinata