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All Journal JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika)
Firdaus, Fitri Adini
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Computer Science & IT Education

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IKEA: Enhancing Customer Experience through Digital Transformation Yani, Mega Fitri; Muhdiantini, Cindy; Firdaus, Fitri Adini; Muhammad, Hasan Abdullah
JIPI (Jurnal Ilmiah Penelitian dan Pembelajaran Informatika) Vol 10, No 2 (2025)
Publisher : STKIP PGRI Tulungagung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29100/jipi.v10i2.5814

Abstract

Digital transformation has become a key driver for companies to remain relevant and competitive. IKEA, as one of the world's largest furniture retailers, has proactively embraced digital transformation as a core strategy to enhance customer experience. This research explores various digital initiatives by IKEA, including the development of the IKEA Place app using Augmented Reality (AR) technology and the enhancement of online platforms with advanced features. Additionally, IKEA has made strategic investments in digital technology in physical stores, such as interactive digital kiosks and mobile payment systems. This study utilizes a comprehensive literature review method, leveraging Google Scholar, Scopus, and company reports to ensure credible and up-to-date information. The findings indicate that IKEA's digital transformation has positively impacted customer satisfaction and loyalty. However, IKEA also faces various challenges in this transformation process. This research provides in-depth insights into IKEA's digital transformation journey, sustainability factors, Five Forces analysis, new business strategies, and recommendations for the future. In conclusion, IKEA's digital transformation has successfully significantly enhanced customer experience, albeit requiring ongoing adaptation and innovation.
Co-Authors Muhammad, Hasan Abdullah Muhdiantini, Cindy Yani, Mega Fitri