The Effects of Digital Transformation on Firm Performance: The Role of Customer Experience and IT Innovation
Digital transformation (DT) has attracted the attention of management and organizational scholars in the past decade. In addition, firms are increasingly interested in using DT to obtain a competitive advantage. Nevertheless, studies on DT outcomes remain scarce. Therefore, this study empirically in...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
MDPI AG
2023-04-01
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| Series: | Digital |
| Subjects: | |
| Online Access: | https://www.mdpi.com/2673-6470/3/2/8 |
| _version_ | 1827737711683829760 |
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| author | Rawan Masoud Sarah Basahel |
| author_facet | Rawan Masoud Sarah Basahel |
| author_sort | Rawan Masoud |
| collection | DOAJ |
| description | Digital transformation (DT) has attracted the attention of management and organizational scholars in the past decade. In addition, firms are increasingly interested in using DT to obtain a competitive advantage. Nevertheless, studies on DT outcomes remain scarce. Therefore, this study empirically investigated the effect of digital transformation on firm performance by classifying the capabilities required to realize digital transformation, customer experience, and IT innovation. A structured questionnaire was used to collect data from 164 representatives of service sector firms in Saudi Arabia, namely chief information officers, chief transformation officers, and IT managers. Based on the findings of this study, it is evident that digital transformation, customer experience, and IT innovation positively impact a firm’s performance, with customer experience exhibiting the strongest effect. |
| first_indexed | 2024-03-11T02:34:19Z |
| format | Article |
| id | doaj.art-0d8abf302d424aab826054521575f0e9 |
| institution | Directory Open Access Journal |
| issn | 2673-6470 |
| language | English |
| last_indexed | 2024-03-11T02:34:19Z |
| publishDate | 2023-04-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Digital |
| spelling | doaj.art-0d8abf302d424aab826054521575f0e92023-11-18T10:01:33ZengMDPI AGDigital2673-64702023-04-013210912610.3390/digital3020008The Effects of Digital Transformation on Firm Performance: The Role of Customer Experience and IT InnovationRawan Masoud0Sarah Basahel1Department of Business Administration, King Abdulaziz University, Jeddah 21589, Saudi ArabiaDepartment of Management Information Systems, King Abdulaziz University, Jeddah 21589, Saudi ArabiaDigital transformation (DT) has attracted the attention of management and organizational scholars in the past decade. In addition, firms are increasingly interested in using DT to obtain a competitive advantage. Nevertheless, studies on DT outcomes remain scarce. Therefore, this study empirically investigated the effect of digital transformation on firm performance by classifying the capabilities required to realize digital transformation, customer experience, and IT innovation. A structured questionnaire was used to collect data from 164 representatives of service sector firms in Saudi Arabia, namely chief information officers, chief transformation officers, and IT managers. Based on the findings of this study, it is evident that digital transformation, customer experience, and IT innovation positively impact a firm’s performance, with customer experience exhibiting the strongest effect.https://www.mdpi.com/2673-6470/3/2/8digital transformationcustomer experienceIT innovationfirm performance |
| spellingShingle | Rawan Masoud Sarah Basahel The Effects of Digital Transformation on Firm Performance: The Role of Customer Experience and IT Innovation Digital digital transformation customer experience IT innovation firm performance |
| title | The Effects of Digital Transformation on Firm Performance: The Role of Customer Experience and IT Innovation |
| title_full | The Effects of Digital Transformation on Firm Performance: The Role of Customer Experience and IT Innovation |
| title_fullStr | The Effects of Digital Transformation on Firm Performance: The Role of Customer Experience and IT Innovation |
| title_full_unstemmed | The Effects of Digital Transformation on Firm Performance: The Role of Customer Experience and IT Innovation |
| title_short | The Effects of Digital Transformation on Firm Performance: The Role of Customer Experience and IT Innovation |
| title_sort | effects of digital transformation on firm performance the role of customer experience and it innovation |
| topic | digital transformation customer experience IT innovation firm performance |
| url | https://www.mdpi.com/2673-6470/3/2/8 |
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