Impact Of Digitalization On Customer Value Creation In SMEs In Vietnam

ABSTRACT

Digitalization and digital applications play important roles in the business activities and business models of enterprises. This paper investigates the impact of digitalization on customer value creation in small and medium enterprises in Vietnam. A quantitative study was conducted with a sample of202 small and medium enterprises in Vietnam. SPSS version 28 was used to examine whether there was a relationship between digitalization and customer value creation. The study shows that factors such as connectivity, customer management and information, business models, technology and processes, and the use of online solutions have a positive impact on creating value for customers in small and medium enterprises in Vietnam. Based on the results, suggestions for top management of small and medium enterprises to improve customer value creation are provided.