Designing a Customer Journey Experience for Income Generation Tourism Industry, Case Study: Dusun Bambu
The COVID-19 pandemic has caused a huge decline in the global tourism industry, including Indonesia, that causes many businesses to close and people to lose their jobs. The objectives of this study are to identify the current business situation of Dusun Bambu, which includes analyzing the customer j...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Editura ASE
2022-10-01
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| Series: | Management and Economics Review |
| Subjects: | |
| Online Access: | http://mer.ase.ro/files/2022-3/7-3-9.pdf |
| _version_ | 1811330028040880128 |
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| author | Dina Rizkia RACHMAH Ir. C. O. Budi Permadi ISKANDAR Prawira Fajarindra BELGIAWAN |
| author_facet | Dina Rizkia RACHMAH Ir. C. O. Budi Permadi ISKANDAR Prawira Fajarindra BELGIAWAN |
| author_sort | Dina Rizkia RACHMAH |
| collection | DOAJ |
| description | The COVID-19 pandemic has caused a huge decline in the global tourism industry, including Indonesia, that causes many businesses to close and people to lose their jobs. The objectives of this study are to identify the current business situation of Dusun Bambu, which includes analyzing the customer journey experience, knowing what aspects need to be improved to avoid any negative experiences. This study uses qualitative methods with video content observation and creating touchpoint templates. The results show that there are four out of seventeen touchpoints that give negative customer experiences and need to be improved. However, each of the seventeen touchpoints is given a solution to provide the customers with better experiences. In conclusion, the solutions were proposed along with the implementation plan, hoping to improve the business situation of Dusun Bambu |
| first_indexed | 2024-04-13T15:54:07Z |
| format | Article |
| id | doaj.art-6cd5ec6207464c4e99544b865596dc1a |
| institution | Directory Open Access Journal |
| issn | 2501-885X |
| language | English |
| last_indexed | 2024-04-13T15:54:07Z |
| publishDate | 2022-10-01 |
| publisher | Editura ASE |
| record_format | Article |
| series | Management and Economics Review |
| spelling | doaj.art-6cd5ec6207464c4e99544b865596dc1a2022-12-22T02:40:45ZengEditura ASEManagement and Economics Review2501-885X2022-10-017339240410.24818/mer/2022.10-09Designing a Customer Journey Experience for Income Generation Tourism Industry, Case Study: Dusun BambuDina Rizkia RACHMAH0Ir. C. O. Budi Permadi ISKANDAR1Prawira Fajarindra BELGIAWAN2Bandung Institute of Technology, IndonesiaBandung Institute of Technology, IndonesiaBandung Institute of Technology, IndonesiaThe COVID-19 pandemic has caused a huge decline in the global tourism industry, including Indonesia, that causes many businesses to close and people to lose their jobs. The objectives of this study are to identify the current business situation of Dusun Bambu, which includes analyzing the customer journey experience, knowing what aspects need to be improved to avoid any negative experiences. This study uses qualitative methods with video content observation and creating touchpoint templates. The results show that there are four out of seventeen touchpoints that give negative customer experiences and need to be improved. However, each of the seventeen touchpoints is given a solution to provide the customers with better experiences. In conclusion, the solutions were proposed along with the implementation plan, hoping to improve the business situation of Dusun Bambuhttp://mer.ase.ro/files/2022-3/7-3-9.pdfcovid-19 pandemiccustomer journey experiencecustomer satisfactiontourism industryvideo content observation |
| spellingShingle | Dina Rizkia RACHMAH Ir. C. O. Budi Permadi ISKANDAR Prawira Fajarindra BELGIAWAN Designing a Customer Journey Experience for Income Generation Tourism Industry, Case Study: Dusun Bambu Management and Economics Review covid-19 pandemic customer journey experience customer satisfaction tourism industry video content observation |
| title | Designing a Customer Journey Experience for Income Generation Tourism Industry, Case Study: Dusun Bambu |
| title_full | Designing a Customer Journey Experience for Income Generation Tourism Industry, Case Study: Dusun Bambu |
| title_fullStr | Designing a Customer Journey Experience for Income Generation Tourism Industry, Case Study: Dusun Bambu |
| title_full_unstemmed | Designing a Customer Journey Experience for Income Generation Tourism Industry, Case Study: Dusun Bambu |
| title_short | Designing a Customer Journey Experience for Income Generation Tourism Industry, Case Study: Dusun Bambu |
| title_sort | designing a customer journey experience for income generation tourism industry case study dusun bambu |
| topic | covid-19 pandemic customer journey experience customer satisfaction tourism industry video content observation |
| url | http://mer.ase.ro/files/2022-3/7-3-9.pdf |
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