Jurnal manajemen dan bisnis (Performa)
Vol. 23 No.2 (2026)

SERVICE BLUEPRINT DESIGN FOR BOGOR AQUAGAME TOURISM ATTRACTION BUSINESS

Gadis Zahara (Universitas Pancasila)
Vitha Octavanny (Universitas Pancasila)
Naya Itsaarus Salaamah (Universitas Pancasila)
Novi Aulia Putri (Universitas Pancasila)
Andra Yuzianda (Universitas Pancasila)



Article Info

Publish Date
13 Aug 2026

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.

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Journal Info

Abbrev

performa

Publisher

Subject

Description

Performa Journal publishes articles and brief communication with management theme (marketing, human resources, financial, operations, startegy), Islamic ecomy general economy, islamic and general approches development study, business in islamic and conventional ...