CUSTOMER EXPERIENCE MODEL DEVELOPMENT BY REGARDING CUSTOMER PAST EXPERIENCE IN TOURIST ATTRACTIONS

• Main Author: FELISIAN LEVANDUSKY (NIM: 23415003), KEVIN
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/22784
• Institution: Institut Teknologi Bandung

Customer Experience Management has been used in many company to design their business process. But, there are many assortment of measurement for customer experience and have been measured differently depend on situation. This research endeavored to make a holistic measurement regarding customer experience by reviewing dimensions which influence on the formation of experience. Beside that, the research considers the relationship of post experience as a consequence gained from experience, based on customer satisfaction and loyalty, and the influence of both to customer’s word of mouth. <br /> <br /> <br /> The objects of research were tourist attractions in Indonesia. Samples used for the research were tourists who visited a tourist attraction at least two times. Mutigroup SEM was used as a main tool in data processing. Classification of group is based upon the ticket price. <br /> <br /> <br /> The result of research shows that dimensions reflecting the customer experience are social environment, service interface, price, brand performance, physical environment, and multichannel interaction. Customer past experience, as a development variable in the study, can also reflect the customer experience. Furthermore, another results shows that every pre experience dimensions have different influence between groups. Finding in post experience shows experience has positive impact on customer satisfaction and loyalty. Another finding is loyalty has positive effect in customer’s word of mouth. But, there isn’t satisfaction effect on customer loyalty, and satisfaction effect on customer’s word of mouth.