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Designing a Customer Journey Experience for Income Generation Tourism Industry, Case Study: Dusun Bambu

Author

Listed:
  • Dina Rizkia RACHMAH

    (Bandung Institute of Technology, Indonesia)

  • Ir. C. O. Budi Permadi ISKANDAR

    (Bandung Institute of Technology, Indonesia)

  • Prawira Fajarindra BELGIAWAN

    (Bandung Institute of Technology, Indonesia)

Abstract

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.

Suggested Citation

  • Dina Rizkia RACHMAH & Ir. C. O. Budi Permadi ISKANDAR & Prawira Fajarindra BELGIAWAN, 2022. "Designing a Customer Journey Experience for Income Generation Tourism Industry, Case Study: Dusun Bambu," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 7(3), pages 392-404, October.
    • Handle: RePEc:rom:merase:v:7:y:2022:i:3:p:392-404
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    More about this item

    Keywords

    COVID-19 pandemic; customer journey experience; customer satisfaction; tourism industry; video content observation;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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