UPGRADING THE FACILITIES AVAILABLE AT DUSUN BAMBU

• Main Author: Rizkia Rachmah, Dina
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/65144
• Institution: Institut Teknologi Bandung

The COVID-19 pandemic has caused a huge impact to a lot of businesses, some even had to close down because of it. The number of cases worldwide kept on increasing, some countries closed their borders, not allowing tourists to enter. Several countries depend on tourists for their economy, as there are no tourists visiting, this leads to a drop of revenue in tourist attractions and the global tourism industry. Problems faced by Dusun Bambu include a drop in number of visitors and lack of entertainment, due to the change of concept from a “tourist attraction” to an “outdoor dining resort”. It is important to ensure that the visitors do not get any negative experiences during and after their time at Dusun Bambu. Negative experiences are experiences that alter the customer’s good mood into bad or the ones that cause the customers to give any kinds of complaints from getting disappointed. The objectives of this research are to identify the current business situation of Dusun Bambu, to recommend strategies in improving customer experience for Dusun Bambu and to determine the implementation plan that will be done by Dusun Bambu for the proposed strategies. The methodology and analysis conducted were by using video content observation, touchpoint templates, and PERMA model. Experiences are something that is accomplished and gives a certain outcome or a certain feeling. The touchpoints are the spots in a place that each gives different kinds of experiences which will be analyzed using the PERMA model that includes positive emotion, engagement, relationship, meaning, and achievement. There are a total of 17 touchpoints in Dusun Bambu that were recorded in a form of video and then analyzed in this research. The facilities available at each touchpoint are upgraded to provide the best customer journey experience to the visitors.