2025 · International Journal of Economics and Finance Studies
Digital Customer Experience and Financial Performance of B2B MSMEs
A Sibghatullah, NC Afif, S Zakaria, W Novandari, L Pradisti, J Pardaev
Abstract
This study investigates the mediating role of digital customer experience in enhancing the financial performance of B2B MSMEs in Indonesia and Malaysia. The research examines how digital technologies, customer engagement, and innovation contribute to business growth and financial sustainability. Using empirical evidence and advanced analytical techniques, the findings reveal that digital customer experience significantly improves customer satisfaction, operational efficiency, and financial performance. The study provides valuable insights for business owners, policymakers, and researchers seeking to accelerate digital transformation and improve MSME competitiveness in Southeast Asia.
What This Means for Your Business
This research explores how digital customer experience influences the financial success of B2B MSMEs in Indonesia and Malaysia. The findings show that adopting digital technologies and improving customer interactions can significantly enhance business performance, competitiveness, and long-term sustainability.
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