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All Journal Primary: Jurnal Pendidikan Guru Sekolah Dasar Wahana Didaktika Pendas : Jurnah Ilmiah Pendidikan Dasar Esteem Journal of English Study Programme Parataksis: Jurnal Bahasa, Sastra, dan Pembelajaran Bahasa Indonesia Aptisi Transactions on Management COLLASE (Creative of Learning Students Elementary Education) Bahtera Indonesia; Jurnal Penelitian Bahasa dan Sastra Indonesia JPLED Smart: Journal of Multidisciplinary Educationa Journal of Computer Science and Technology Application
Hetilaniar
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Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

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Journal : Aptisi Transactions on Management

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Enhancing Customer Experience and Business Innovation through Digital Platforms in Southeast Asia Juanta, Palma; Setiawan, Sandy; Hetilaniar; Callula, Brigitta
APTISI Transactions on Management (ATM) Vol 10 No 1 (2026): ATM (APTISI Transactions on Management: January)
Publisher : Pandawan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33050/1zrz4w08

Abstract

The rapid expansion of digital platforms across Southeast Asia has accelerated the emergence of interconnected digital ecosystems that integrate multiple services, partners, and data-driven interactions, fundamentally reshaping customer expectations and competitive dynamics in the region. This study aims to examine how ecosystem oriented digital platforms enhance customer experience and foster business model innovation by analyzing the influence of ecosystem capabilities, service integration, and value co-creation. Using a quantitative approach, data were collected from 378 active users of digital platforms across Indonesia, Malaysia, Vietnam, Thailand, and the Philippines, and analyzed using Structural Equation Modeling with Partial Least Squares (SEM–PLS) to evaluate relationships among key variables. The findings indicate that strong ecosystem capabilities significantly improve customer experience through seamless integration, personalization, and multi-stakeholder collaboration, while customer experience also mediates the relationship between ecosystem capabilities and business model innovation. Furthermore, ecosystem oriented platforms demonstrate greater agility and value creation potential compared to single-service platforms. These results underscore the strategic importance of digital ecosystems in driving superior customer experience and enabling sustainable business model innovation in Southeast Asia, offering valuable implications for digital firms, startups, and policymakers to strengthen regional digital transformation.
Co-Authors Adha, Suciarti Nur Adrianus Dedy Adrianus Dedy, Adrianus Afiah Aldo Pratama Amiruddin Anggeraini, Melati Aswadi Jaya, Aswadi Callula, Brigitta Dina Sri Nindiati Dwi Yanti Fitriani , Silvy Giran Suares Intana Meriska, Ailsa Juaidah Agustina, Juaidah Juanta, Palma Kiki Aryaningrum Marleni Masnunah, Masnunah Permana, Andi Puspita, Yenny Putri Dinanti Rama Medi Kesuma Rizkia Nur Rahma Rusilowati, Umi Saputri, Aryani septiani Setiawan, Sandy Sri Devi, Sri Susanti Faipri Selegi Syahida Syska Purnama Sari Wang, Rion Yayan Ariansyah Youhana Lorenza Zaleha, Eni