International Journal of Research Studies in Management
CollabWritive Special Issue
2025 Volume 13 Issue 1
Available Online: 22 January 2025
Author/s:
Dong, Tao
Graduate School, Lyceum of the Philippines University – Batangas, Philippines
Abstract:
This study investigated the relationship between digital transformation, organizational culture, and strategic leadership in IT enterprises, and provided a foundation for developing improved customer experience frameworks. It employed descriptive research methods, utilizing questionnaire surveys as primary data collection tool. Statistical analyses, including regression analysis and analysis of variance, were conducted to examine the correlations and relationships among the three variables. These methods allowed for a detailed and systematic exploration of the characteristics and realities of a specific population, ensuring accurate and efficient data collection. By administering surveys, the researcher captured a wide range of perspectives and responses, resulting in a rich and diverse dataset for analysis. The use of standardized questions in the questionnaire ensured the comparability and reliability of the data collected. The study highlighted the interrelated and influential roles of digital transformation, organizational culture, and strategic leadership in constructing an effective customer experience framework. Digital transformation provided the necessary technological tools and capabilities for enterprises to better understand customer needs and market changes; Organizational culture offered intrinsic motivation and support, encouraging employees to actively participate and drive digital change. Strategic leadership, in turn, guided organizations by formulating and implementing strategic plans to ensure effective execution of initiatives aimed at enhancing customer experiences. Through an in-depth analysis of the roles and interrelationships of the three variables, the study provided both theoretical support and practical guidance for enterprises to develop effective customer experience improvement strategies. The findings enabled enterprises to better understand the mechanism through which digital transformation impacts customer experience and how organizational and strategic leadership can be leveraged to optimize and enhance these experiences. Additionally, the research contributed to the enrichment and development of the theoretical framework for customer experience management. It offered targeted strategies and actionable plans to help enterprises achieve sustainable growth, improve market competitiveness, and promote long-term development
Keywords: digital transformation, organizational culture, strategic leadership, digital product and service innovation, innovation, customer experience
DOI: https://doi.org/10.5861/ijrsm.2025.25009
Cite this article:
Dong, T. (2025). Digital transformation, organizational culture and strategic leadership: Basis to improve customer experience framework. International Journal of Research Studies in Management, 13(1), 105-120. https://doi.org/10.5861/ijrsm.2025.25009