The Effect of Digital Transformation on Company Performance and Customer Satisfaction in the Era of Technological Disruption

Umi Suryani

doi:10.55927/jfbd.v4i1.46

Authors

Umi Suryani Universitas Bunda Mulia

DOI:

https://doi.org/10.55927/jfbd.v4i1.46

Keywords:

Digital Transformation, Corporate Performance, Customer Satisfaction, Innovation

Abstract

This study aims to analyze the effect of digital transformation on company performance and customer satisfaction in the era of technological disruption. This study uses mix methods with a population of financial sector companies in Indonesia that have implemented digital transformation strategies in their operations. The research sample was selected using purposive sampling consisting of 384 customers from financial companies and 20 middle to upper-level managers for qualitative samples. Data were collected through surveys with closed questionnaires and in-depth interviews. Data analysis used multiple regression analysis and thematic analysis. The results of the study show that digital transformation has a positive and significant effect on company performance, especially in increasing operational efficiency and product innovation. Digital transformation also contributes to increasing customer satisfaction through a more personalized and responsive customer experience.

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