Improving Business Performance through Operational Excellence and Value Co-Creation

Abstract

This study aims to determine the effect of Customer Experience Management on Business Performance mediated by Operational Excellence and Value Co-Creation in the Information and Communication Technology (ICT) Industry in Indonesia. This research was conducted in two stages of study to fulfill the research objectives, namely exploratory and explanatory which focused on companies operating in the Greater Jakarta area. A total of 132 samples were taken using a proportionate random sampling method in three groups of companies. The results showed that Customer Experience Management formed by two indicators, namely virtual environment, and service interaction, had no significant effect on improving Business Performance, which was developed by two indicators, financial performance, and non-financial performance. Customer Experience Management has a significant effect on Business Performance through the mediation of Operational Excellence. Customer Experience Management significantly affects Business performance through the mediation of Value Co-Creation. Operational Excellence and Value Co-Creation have a substantial effect on increasing business performance.