European Journal of Business Science and Technology 2023, 9(2):205-230 | DOI: 10.11118/ejobsat.2023.014

A Model for Assessing Digital Transformation Maturity for Service Provider Organizations

Roman Teichert1
1 Mendel University in Brno, Czech Republic

The research presented aims to close a gap in the measurement of digital maturity for the domain of service which was identified through a systematic literature review. The study provides a holistic Digital Service Transformation Maturity Self-Assessment Model for service provider companies in a B2B-context based on analysis of different digital maturity models and by means of a qualitative approach through expert feedback in a Delphi-process and additional complementary literature review to define maturity assessment items. The presented Digital Service Transformation Maturity Model comprises 8 factors, 27 subfactors and 403 related specific assessment items describing digital maturity from a holistic point of view. The model has been further converted into a simple and practical tool to self-assess and visualize current state of digital maturity. The assessment model finally was pilot tested and the outcomes are also outlined in this article. The designed model provides practical implications for the ease of evaluating and improving digital maturity levels in every aspect of its factors and contributes to the successful management of digital transformation in service provider organizations by offering effective guidance how to move to the desired future maturity level based on a solid understanding of current digital maturity accomplishments.

Keywords: digital transformation, digital service transformation, digital maturity, digital maturity assessment model, digital maturity matrix
JEL classification: M14, M15, O31, O32

Received: July 6, 2023; Revised: October 2, 2023; Accepted: October 16, 2023; Published: December 31, 2023  Show citation

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Teichert, R. (2023). A Model for Assessing Digital Transformation Maturity for Service Provider Organizations. European Journal of Business Science and Technology, 9(2), 205-230. doi: 10.11118/ejobsat.2023.014
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