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All Journal Biology, Medicine, & Natural Product Chemistry Nommensen Journal of Medicine Jurnal Pengabdian Kepada Masyarakat Ungu ( Abdi Ke Ungu) Kieraha Medical Journal Jurnal Minfo Polgan (JMP) Filantropi: Jurnal Manajemen Zakat dan Wakaf Journal of Pharmaceutical and Sciences. Ekonom : Jurnal Ekonomi dan Bisnis JEBD Jurnal Ekonomi Pembangunan dan Pariwisata Jurnal Kedokteran Meditek Jurnal Tradisi Lisan Nusantara JIMKI: Jurnal Ilmiah Mahasiswa Kedokteran Indonesia Halaqa: Journal of Islamic Education Al-ihsan : Jurnal Pengabdian Agama Islam
Syarifah, Siti
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Religion Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Neuroscience Nursing Physics Public Health Social Sciences Other

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Customer Experience, Journey Mapping, Touchpoint, dan Service Blueprint dalam Meningkatkan Kepuasan Pelanggan Pane, Mohammad Haydi; Syarifah, Siti; Fiyul, Arfiani Yulianti
Jurnal Ekonomi dan Bisnis Digital Vol. 3 No. 3 (2026): Januari - Maret
Publisher : CV. ITTC INDONESIA

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Abstract

This article provides a comprehensive examination of the concept of Customer Experience and its role in enhancing customer satisfaction, loyalty, and relationship expansion. Using a qualitative literature-based approach, the study analyzes the importance of Customer Journey Mapping and Service Blueprinting as strategic tools for understanding and managing customer interactions. The discussion highlights key elements such as touchpoints, interaction quality, personalization, data security, brand consistency, as well as emotional impact and peak-end effects on customer engagement. The findings indicate that effective management of customer experience—particularly through journey mapping—has a positive relationship with customer satisfaction and expansion behaviors. The study also explores the evolution of customer experience, crisis response design, and their relevance in maintaining sustainable customer–company relationships across various industries.
Co-Authors Abda Abda Abdullah Abdullah Ade P.R. Simaremare Ambar Wati, Desti Amri, Whan Augustin Ainul Apriani, Risa Arsyanti, Eka Azma Zainul Taufiqulloh Dian Khairani, Masayu Fadillah, Qori Fahira, Dima Azharul Farid, Hisam Fauzi, Ahmad Kholid Hakim, Rizky Firmanul Hastrian, Anna Zakiyah Hendrianto Hendrianto, Hendrianto Hidayat, Ahmad Riza Husni, M. Irgisyach Aqilla Jenny Ria Sihombing JOICE SONYA GANI PANJAITAN Ketaren, Divanya Regatha Marpaung, Okto Parningotan Elia Mayesti Akhriani, Mayesti Mulyaningsih, Indrya Mustafiani, Dea Nurhayati, Aftulesi Pane, Mohammad Haydi Pasaribu, Ayodhia Pitaloka Putri, Maulinda Rahayu, Indah Tri Rohmah, Erifka Awaliah Samosir, Fauzan Azmi Hasti Habibi Sari, Indah Anggraeni Purnama Septiana, Teodora Setiyo Adi Nugroho Simat, Marcelina Oktavia Mayang Sari Suhartomi Supriadi, Iki Supriatin, Iit Susilawati, Ela Syifanaya, Raissa Tanjung, Ika Citra Dewi Tiarahman, Robi Tri Widyawati, Tri ulya fahira, arum nisa Vera Amelia Wahid, Abdul Hamid Wibowo, Uud Yulizal, Ok Yumiko, Yumiko