EVALUASI TOUCHPOINT PELANGGAN DI POS BLOC JAKARTA
Customer satisfaction is the most important thing for a service-oriented business. Customer satisfaction will be associated with successful sales and increased revenue. A bad experience with a service product will have an impact on marketing failure, and result in decreased sales and lost revenue...
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| Format: | Theses |
| Language: | Indonesia |
| Subjects: | |
| Online Access: | https://digilib.itb.ac.id/gdl/view/67812 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | Customer satisfaction is the most important thing for a service-oriented business.
Customer satisfaction will be associated with successful sales and increased
revenue. A bad experience with a service product will have an impact on marketing
failure, and result in decreased sales and lost revenue. Therefore, knowing the
journey of consumer interaction with service products is very important to increase
customer satisfaction. This study aims to assess consumer experience at a creative
center, Pos Bloc Jakarta, by using customer journey mapping techniques through
several number of touchpoints. A qualitative approach with random sampling
method were applied by conducting semi-structured and in-depth interviews with
28 respondents who visited Pos Bloc Jakarta. Through Open Coding, Customer
Mapping, and Sentiment Analysis, the results show that Pos Bloc Jakarta has
succeeded in satisfying visitors but needs to optimize service at several touchpoints
to give customers the best experience.
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