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Enhancing Customer Experience and Business Innovation through Digital Platforms in Southeast Asia

APTISI Transactions on Management (ATM) · Vol. 10 No. 1 (2026) · hlm. 94–104

DOI
10.33050/atm.v10i2.2599
ISSN
2622-6804, 2622-6812
Terbit
2026-01-30
Penerbit
Pandawan
Bahasa
en
Lisensi
creativecommons.org/licenses/by-sa/4.0

Abstrak

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.

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  • Binus University
  • Universitas Negeri Padang
  • Universiti Teknikal Malaysia Melaka
  • Universitas Raharja
  • State University of Semarang
  • Afiliasi tidak diketahui
  • Organisasi berbeda
  • Organisasi sama
  • Afiliasi tidak diketahui
  • Garis lebih tebal = lebih banyak artikel bersama · lingkaran lebih besar = lebih banyak artikel
Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Isma Addi JumbriUniversiti Teknikal Malaysia Melaka2
Lufri LufriUniversitas Negeri Padang1
Festiyed FestiyedUniversitas Negeri Padang1
Yohandri YohandriUniversitas Negeri Padang1
Skunda DiliarostaUniversitas Negeri Padang1
Kgomotso MoyoAfiliasi tidak diketahui1
Kathleen JoyBinus University1
Kania Alma TiaraBinus University1
Mira RustineBinus University1
Dodi HilmanBinus University1
Eiser Aaron BeldiqAfiliasi tidak diketahui1
Natasya Aprila YusufUniversitas Raharja1
Eiser Aaron BeldiqAfiliasi tidak diketahui1
Achani Rahmania Az ZahraUniversitas Raharja1
Brigitta CallulaAfiliasi tidak diketahui1
Greisy JacquelineAfiliasi tidak diketahui1
Lily MariaAfiliasi tidak diketahui1
Eirene SanaAfiliasi tidak diketahui1
Julia NathalieAfiliasi tidak diketahui1
Eleeza F. Natasya Khairul HermanUniversiti Teknikal Malaysia Melaka1
Fauzan FauzanUniversiti Teknikal Malaysia Melaka1
Mulyani KarmagatriBinus University1
Dian KurnianingrumBinus University1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://ijc.ilearning.co/ATM/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Enhancing Customer Experience and Business Innovation through Digital Platforms in Southeast Asia</dc:title>
	<dc:creator xml:lang="en">Juanta, Palma</dc:creator>
	<dc:creator xml:lang="en">Setiawan, Sandy</dc:creator>
	<dc:creator xml:lang="en">Hetilaniar</dc:creator>
	<dc:creator xml:lang="en">Callula, Brigitta</dc:creator>
	<dc:subject xml:lang="en">Ecosystem Oriented</dc:subject>
	<dc:subject xml:lang="en">Customer Experience</dc:subject>
	<dc:subject xml:lang="en">Business Model Innovation</dc:subject>
	<dc:subject xml:lang="en">Southeast Asia</dc:subject>
	<dc:subject xml:lang="en">Digital Platforms</dc:subject>
	<dc:description xml:lang="en">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.</dc:description>
	<dc:publisher xml:lang="en">Pandawan</dc:publisher>
	<dc:date>2026-01-30</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ijc.ilearning.co/ATM/article/view/2599</dc:identifier>
	<dc:identifier>10.33050/atm.v10i2.2599</dc:identifier>
	<dc:source xml:lang="en">APTISI Transactions on Management (ATM); Vol. 10 No. 1 (2026): January; 94-104</dc:source>
	<dc:source xml:lang="id">APTISI Transactions on Management (ATM); Vol 10 No 1 (2026): January; 94-104</dc:source>
	<dc:source>2622-6804</dc:source>
	<dc:source>2622-6812</dc:source>
	<dc:source>10.33050/atm.v10i1</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://ijc.ilearning.co/ATM/article/view/2599/939</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Palma Juanta, Sandy Setiawan, Hetilaniar, Brigitta Callula</dc:rights>
	<dc:rights xml:lang="en">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
</oai_dc:dc>