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Andra Yuzianda
Universitas Pancasila

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SERVICE BLUEPRINT DESIGN FOR BOGOR AQUAGAME TOURISM ATTRACTION BUSINESS Gadis Zahara; Vitha Octavanny; Naya Itsaarus Salaamah; Novi Aulia Putri; Andra Yuzianda
Jurnal Manajemen dan Bisnis Performa Vol. 23 No.2 (2026)
Publisher : UPT Publikasi Ilmiah UNISBA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/performa.v23i2.9544

Abstract

A problem in tourism destination management is the lack of a comprehensive service system mapping for tourism destinations, particularly experience-based water sports tourism. This study aims to analyze the Bogor Aquagame service system through a service blueprint approach to understand the service flow and the quality of the tourist experience. The research method used is a descriptive qualitative approach, with data collection through field observations, interviews, and documentation. The analysis was carried out by mapping the service process into five main components of the service blueprint: physical evidence, customer actions, on-stage employee contact, backstage employee contact, and support processes. The results show that Bogor Aquagame services have been systematically structured from the pre-visit to post-visit stages, with differentiation of service flows for the Fun Game, Team Building, and Bogor Aquagame War ride packages. The service blueprint mapping shows clear coordination between frontstage and backstage elements that contribute to the regularity of service, safety, and tourist experience. This study provides theoretical implications for strengthening the use of service blueprints as a tourism service analysis tool, as well as practical implications for water sports tourism destination managers to improve the consistency and effectiveness of the service system.
Co-Authors Gadis Zahara Naya Itsaarus Salaamah Novi Aulia Putri Vitha Octavanny