Reconstruction of the Business Model Canvas Based on Customer Journey to Enhance FourG Villa's Revenue in Bandung's Hospitality Industry
DOI:
https://doi.org/10.22225/we.24.1.2025.33-38Keywords:
business model canvas, customer journey, customer satisfactionAbstract
This study integrates customer journey analysis with the Business Model Canvas (BMC) to enhance FourG Villa’s business model. Using a mixed-methods approach, key factors such as booking ease, facility quality, and staff responsiveness were identified as crucial for customer satisfaction and revisit intention. Recommendations include improving communication, facilities, and staff training to boost occupancy and customer loyalty.
References
Buhalis, D., & Law, R. (2008). Progress in information technology and tourism management. Tourism Management, 29(4), 609-623. https://doi.org/10.1016/j.tourman.2008.01.014
Chesbrough, H. (2010). Business model innovation: Opportunities and barriers. Long Range Planning, 43(2-3), 354-363. https://doi.org/10.1016/j.lrp.2009.07.010
Grant, R. M. (2016). Contemporary strategy analysis (9th ed.). Wiley-Blackwell.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (2014). Multivariate data analysis: A global perspective (7th ed.). Pearson Education.
Hidayat, N., & Iskandar, A. (2020). The emergence of eco-tourism in Bandung: Opportunities and challenges. Journal of Sustainable Tourism, 14(3), 450-460. https://doi.org/10.1080/09669582.2020.1724658
Kimes, S. E. (2011). The use of revenue management in the hotel industry. Cornell Hospitality Quarterly, 52(4), 370-379. https://doi.org/10.1177/1938965511415507
Kim, W. G., & Cha, S. (2002). Antecedents of customer satisfaction and revisit intention in the hotel industry. International Journal of Hospitality Management, 21(4), 277-288. https://doi.org/10.1016/S0278-4319(02)00011-4
Kwortnik, R. J., & Thompson, G. M. (2009). The customer experience in tourism and hospitality. Tourism Management, 30(1), 50-63. https://doi.org/10.1016/j.tourman.2008.01.001
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69-96. https://doi.org/10.1509/jm.15.0420
O'Neill, J. W., & Mattila, A. S. (2010). Hotel branding and brand equity: The influences of guest satisfaction and hotel performance. International Journal of Hospitality Management, 29(3), 206-216. https://doi.org/10.1016/j.ijhm.2009.10.009
Osterwalder, A., & Pigneur, Y. (2010). Business model generation: A handbook for visionaries, game changers, and challengers. Wiley.
Porter, M. E. (1980). Competitive strategy: Techniques for analyzing industries and competitors. Free Press.
Prabowo, H., & Sari, S. (2022). The growth of villa accommodation in Bandung: Opportunities and challenges. Journal of Hospitality and Tourism, 12(3), 200-215. https://doi.org/10.1007/jht.2022.0045
Rahayu, S. (2021). The impact of customer service quality on customer loyalty in the Indonesian hospitality industry. International Journal of Tourism, 28(1), 100-110. https://doi.org/10.1016/j.ijt.2020.12.003
Rouse, P., & Pons, A. (2006). The role of value chain analysis in strategic planning. Journal of Strategic and Competitive Intelligence, 4(2), 5-20. https://doi.org/10.1080/15533650600524045
Sari, S. (2021). Consumer behavior in the Indonesian hotel industry: A case study on revisit intention. International Journal of Hospitality Management, 35(2), 155-164. https://doi.org/10.1016/j.ijhm.2021.01.005
Sekaran, U., & Bougie, R. (2016). Research methods for business: A skill-building approach (7th ed.). Wiley.
Slovin, M. (2020). Sample size determination for survey research in the hospitality industry. International Journal of Tourism Research, 22(6), 528-540. https://doi.org/10.1016/j.ijtr.2020.02.005
Wichmann, R., & Schlüter, M. (2016). Business model innovation in the hospitality industry: A case study approach. Journal of Business Research, 68(4), 345-356. https://doi.org/10.1016/j.jbusres.2016.01.003
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2017). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
Kanten, P. (2024). The impact of digital marketing on consumer behavior in the hospitality industry. Journal of Digital Marketing, 10(1), 43-52. https://doi.org/10.1007/jdm.2024.01234
Kumar, V., & Shah, D. (2022). A customer-centric approach to hospitality marketing. Journal of Service Management, 33(3), 256-270. https://doi.org/10.1108/JSM-12-2021-0405
Buhalis, D., & Jun, K. (2019). E-tourism: Impacts, opportunities and challenges. Tourism Review, 74(5), 982-996. https://doi.org/10.1108/TR-04-2018-0156
Tussyadiah, I. P., & Park, S. (2018). The influence of social media on tourism marketing and consumer behavior. Tourism Management, 69, 268-280. https://doi.org/10.1016/j.tourman.2018.06.006
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Gina Aninditha, Ilma Aulia Zaim, Satya Aditya Wibowo
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
