Published date: Jan 06 2025

Journal Title: KnE Social Sciences

Issue title: The Bandung Creative Movement 2023 – Enhancing Collaboration In Arts, Design And Craft For Sustainable Creative Industries: Creative Economy

Pages: 133 - 146

DOI: 10.18502/kss.v10i1.17862

Nahdah Syafyqohnahdahsyf@student.telkomuniversity.ac.idTelkom University, Bandung

Anisa Putri SafiraTelkom University, Bandung

Ira WirasariTelkom University, Bandung

Yelly Andriani BarlianTelkom University, Bandung

As the capital of West Java Province, Bandung City has a strong identity as a Tourism City. For tourists who want to get around the city while getting to know history, the Bandung City government created the Bandung on Tour Bus (Bandros). However, there are obstacles in the management system of Bandros as a city tour bus, especially in the field of service management. As a result, people who have ridden Bandros have unpleasant experiences and create negative word-of-mouth about Bandros. This study aims to design a design strategy to improve community word-of-mouth towards Bandros management. The research method used in this study used the design thinking ‘double diamond’ method. Primary data collection used observation of research objects, structured interviews with Bandros workers, and questionnaires with differential semantic calculation scales. Secondary data collection with literature study. The result of this study is a recommendation for strategies in improving Bandros services digitally through website design. So that with the improvement of service, it will form a positive word of mouth. This research is expected to produce management strategies for city tour bus services in increasing positive word-of-mouth in the community through a design approach.

Keywords: Bandros, city tourism, service quality, word-of-mouth

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