Digital Transformation at Bandung Wholesale Center: The Impact of Information Technology on Sales Performance and Experience

Syaifuddin Syaifuddin; Noor Aimi Mohamad Puad

doi:10.15408/aism.v8i1.45191

Digital Transformation at Bandung Wholesale Center: The Impact of Information Technology on Sales Performance and Experience

Syaifuddin Syaifuddin, Noor Aimi Mohamad Puad

Abstract

This study examines the impact of digital transformation on sales performance and customer experience in wholesale centers in Bandung, specifically focusing on the adoption of digital inventory management systems, electronic payment platforms, and mobile applications, including the use of TikTok and Instagram for digital marketing. The study aims to analyze how these technologies improve operational efficiency, transaction speed, and customer satisfaction in the wholesale sector. A mixed-method approach was used, combining qualitative and quantitative data. Qualitative data was obtained through in-depth interviews with 10 wholesale center owners and managers, while quantitative data was collected through a survey distributed to 200 customers. Purposive sampling was used to select wholesale centers that had adopted digital technology. The findings show significant improvements in operational efficiency, with inventory checking time reduced by 66.67% (from 12 hours to 4 hours), stock errors reduced by 66.67% (from 15% to 5%), and order fulfillment speed increased by 50% (from 2 days to 1 day). The use of TikTok and Instagram in digital marketing has expanded market reach, increased customer engagement, and raised brand awareness. In addition, electronic payment systems and mobile applications have accelerated transactions, reduced queues, and increased sales volumes. Customers reported higher satisfaction, with ease of transaction increasing by 40.63% and overall satisfaction increasing by 31.43%. This study supports existing literature on the benefits of digitalization in retail and highlights challenges such as investment costs and staff training. These findings offer important insights for the wholesale sector to embrace digital transformation to increase competitiveness in an increasingly digital marketplace.

Keywords

Digital transformation, tiktok, instagram, sales performance, customer experience, wholesale sector, operational efficiency, electronic payment systems

Full Text:

PDF

References

P. C. Verhoef et al., “Digital transformation: A multidisciplinary reflection and research agenda,” J. Bus. Res., vol 122, no September 2019, pp. 889–901, 2021, doi: 10.1016/j.jbusres.2019.09.022.

D. Radicic en S. Petković, “Impact of digitalization on technological innovations in small and medium-sized enterprises (SMEs),” Technol. Forecast. Soc. Change, vol 191, no March, 2023, doi: 10.1016/j.techfore.2023.122474.

R. Wolniak, K. Stecuła, and B. Aydın, “Digital transformation of grocery in-store shopping-scanners, artificial intelligence, augmented reality and beyond: A review,” Foods, vol. 13, no. 18, Art. no. 2948, Sep. 2024, doi: 10.3390/foods13182948.

S. J. Raharja, H. A. Muhyi, and D. Adiprihadi, “Contribution of the retail sector towards city economy: Study in bandung city, indonesia,” Reviewof Integratice Business and Economics Research, vol 10, no SupplementaryIssue2, pp. 19–32, 2021.

M. Mariam, “Application of business technology in management: A case study of using technology innovation to improve business operational efficiency and effectiveness,” West Sci. Bus. Manag., vol 1, no 03, pp. 176–183, 2023, doi: 10.58812/wsbm.v1i03.98.

Z. P. Khoerunisya, T. Yustiana, A. Sofyana, and A. S. Febrianto, “Effect of digital transformation on the business strategy of smes in the city of bandung,” Maj. Bisnis IPTEK, vol 16, no 1, pp. 63–71, 2023, doi: 10.55208/bistek.v16i1.357.

N. T. P. Giang, T. D. Tan, L. H. Hung, and N. B. P. Duy, “The adoption of electronic payments in online shopping: The mediating role of customer trust,” Int. J. Adv. Comput. Sci. Appl., vol 15, no 9, pp. 876–886, 2024, doi: 10.14569/IJACSA.2024.0150990.

D. Prihandono, A. P. Wijaya, B. Wiratama, W. Prananta, and S. Widia, “Digital transformation to enhance indonesian SME performance: Exploring the impact of market competition and digital strategy,” Probl. Perspect. Manag., vol 22, no 2, pp. 103–113, 2024, doi: 10.21511/ppm.22(2).2024.09.

I. Anica-Popa, L. Anica-Popa, C. Rădulescu, and M. Vrîncianu, “Integrarea inteligenţeiartificiale în comerţul cu amănuntul: Beneficii, provocări şi un cadru conceptual dedicat,” Amfiteatru Econ., vol 23, no 56, bll 122–122, 2021, doi: 10.24818/EA/2021/56/120.

A. Ahmed, L. Pereira, and J. Kimberly, “Mixed Methods Research: Combining Qualitative and Quantitative Methods,” Mix. Methods Res. Comb. Qual. Quant. Methods, no September, 2023, doi: 10.4135/9781529666687.

S. Sfenrianto, J. Junadi, and M. H. Saragih, “The analysis of consumer’s intention model for using E-payment system in Indonesia,” Proc. - 2017 Int. Conf. Sustain. Inf. Eng. Technol. SIET 2017, vol 2018-Janua, no April, bll 78–82, 2017, doi: 10.1109/SIET.2017.8304113.

W. Reinartz, N. Wiegand, and M. Imschloss, “The impact of digital transformation on the retailing value chain,” Int. J. Res. Mark., vol 36, no 3, bll 350–366, 2019, doi: 10.1016/j.ijresmar.2018.12.002.

P. Tripathi, “Exploring the adoption of digital payments: Key drivers & challenges,” Int. J. of Scientific Research & Engineering Trends, vol. 10, no. 5, pp. 1808–1810, 2024.

Z. binti Samsudin and M. D. Ismail, “The concept of theory of dynamic capabilities in changing environment,” Int. J. Acad. Res. Bus. Soc. Sci., vol 9, no 6, bll 1071–1078, 2019, doi: 10.6007/ijarbss/v9-i6/6068.

Y. K. Dwivedi, M. R. Wade, and S. L. Schneberger, Information Systems Theory. 2011, doi: 10.1007/978-1-4419-6108-2.

D. Nevo, “Expectation confirmation theory - IS Theory”, IS Theor., vol 62, no 4, pp. 1980, 2012.

M. Sobihah, M. Mohamad, N. A. M. Ali, and W. Z. Wan Ismail, “E-commerce service quality on customer satisfaction, belief and loyalty: A proposal,” Mediterr. J. Soc. Sci., vol 6, no 2, pp. 260–266, 2015, doi: 10.5901/mjss.2015.v6n2p260.

H. Saleem, M. Khawaja, S. Uddin, S. Habib-Ur-Rehman, S. Saleem, and A. M. Aslam, “Strategic data driven approach to improve conversion rates and sales performance of e-commerce websites,” Int. J. Sci. Eng. Res., vol 10, no 4, pp. 588–593, 2019.

B. Angelova and J. Zekiri, “Measuring customer satisfaction with service quality using american customer satisfaction model (ACSI model),” Int. J. Acad. Res. Bus. Soc. Sci., vol 1, no 3, pp. 233–234, 2011, doi: 10.6007/ijarbss.v1i2.35.

L. Kozubikova and A. Kotaskova, “The impact of technological factors on the quality of the business environment,” Transform. Bus. Econ., vol 18, no 1, pp. 95–108, 2019.

K. Sharma, “The Impact of e-commerce on operational cost efficiency in modern businesses”, Sachetas, vol 3, no 3, pp. 56–62, 2024, doi: 10.55955/330006.

S. G. Gavrila, C. Blanco González-Tejero, J. A. Gómez Gandía, and A. de Lucas Ancillo, “The impact of automation and optimization on customer experience: a consumer perspective,” Humanit. Soc. Sci. Commun., vol 10, no 1, 2023, doi: 10.1057/s41599-023-02389-0.

S. Yakin, I. H., Supriatna, U., Rusdian, Metodologi Penelitian (Kuantitatif & Kualitatif). Global Akademia, 2023.

B. DiCicco-Bloom en B. F. Crabtree, “The qualitative research interview,” Med. Educ., vol 40, no 4, pp. 314–321, 2006, doi: 10.1111/j.1365-2929.2006.02418.x.

M. K. W. Stranges, S. Ul Haq, and D. G. Dunn, “Black-out test versus UV camera for corona inspection of HV motor stator endwindings,” IEEE Trans. Ind. Appl., vol 50, no 5, pp. 3135–3140, 2014, doi: 10.1109/TIA.2014.2306979.

S. E. Yusuf Tojiri, M. M., Putra, H. S., and Nur Faliza, Dasar metodologi penelitian: Teori, desain, dan analisis data. Takaza Innovatix Labs, 2024.

D. Chaffey, Digital Business and E-Commerce Management. Pearson, 2015.

M. E. Isharyani, B. M. Sopha, M. A. Wibisono, and B. Tjahjono, “Retail technology adaptation in traditional retailers: A technology-to-performance chain perspective”, J. Open Innov. Technol. Mark. Complex., vol 10, no 1, Art. no. 100204, 2024, doi: 10.1016/j.joitmc.2023.100204.

A. A. A. Ali, A. A. S. Fayad, A. Alomair, and A. S. Al Naim, “The role of digital supply chain on inventory management effectiveness within engineering companies in jordan,” Sustainability, vol 16, no 18, Art. no. 8031, 2024

J. Putrevu and C. Mertzanis, “The adoption of digital payments in emerging economies: challenges and policy responses,” Digit. Policy, Regul. Gov., vol 26, no 5, pp. 476–500, 2024, doi: 10.1108/DPRG-06-2023-0077.

B. Bungatang and R. Reynel, “The effect of service quality elements on customer satisfaction,” Golden Ratio Mark. Appl. Psychol. Bus., vol 1, no 2, pp. 107–118, 2021, doi: 10.52970/grmapb.v1i2.102.

M. Quinones, A. M. Díaz-Martín, en M. Gómez-Suárez, “Retail technologies that enhance the customer experience: a practitioner-centerd approach,” Humanit. Soc. Sci. Commun., vol 10, no 1, Sep. 2023, doi: 10.1057/s41599-023-02023-z.

S. Syamsuddin, S. Marsudi, B. Hasanuddin, A. Umar, and D. Suprayitno, “Adapting to digital transformation: Challenges and strategies for traditional businesses”, Glob. Int. J. Innov. Res., vol 2, no 3, pp. 704–711, 2024, doi: 10.59613/global.v2i3.121.

Y. Religia, M. Ekhsan, M. Huda, en A. D. Fitriyanto, “TOE Framework for e-commerce adoption by MSMEs during The COVID-19 Pandemic: Can Trust Moderate?,” Appl. Inf. Syst. Manag., vol 6, no 1, pp. 47–54, 2023, doi: 10.15408/aism.v6i1.30954.

R. A. Malik, S. M. Octafia, en V. S. Gunawan, “Easily determining post-study system usability for anime community e-commerce analysis,” vol 7, no 2, pp. 39–44, 2024, doi: 10.15408/aism.v7i2.39352.

S. Latin-Kasper, “Calculation of business-to-business potential sales with data from county business patterns and end-user industry sales data”, Bus. Econ., vol 60, no 1, pp. 25–33, 2025, doi: 10.1057/s11369-024-00384-0.

Z. Feng, W. Zhao, W. Yi, and Y. Yang, “Choice of after-sales service channels for electric vehicle supply chain with battery recycling: who is better off by engaging in after-sales service channels,” Environ. Dev. Sustain., 2025, doi: 10.1007/s10668-025-06039-0.

DOI: https://doi.org/10.15408/aism.v8i1.45191

Refbacks

There are currently no refbacks.

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

EDITORIAL ADDRESS:

Department of Information Systems, Faculty of Science and Technology,
Universitas Islam Negeri (UIN) Syarif Hidayatullah Jakarta
Faculty of Science and Technology Building, 3rd Floor, 1st Campus, Universitas Islam Negeri (UIN) Syarif Hidayatullah Jakarta
Jl. Ir. H. Juanda No. 95, Ciputat Timur, Kota Tangerang Selatan, Banten 15412, Indonesia.
Tlp/Fax: +622174019 25/+62217493315.
E-mail: aism.journal@apps.uinjkt.ac.id, Website: https://journal.uinjkt.ac.id/index.php/aism

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.