ABSTRACT
This study aims to identify the factors that influence the experience of PT.TS credit scoring (TSCS) customers by implementing customer journey mapping (CJM). This is an exploratory study in order to understand the phenomenon of customer experience. The research was conducted by in-depth interviews, observation, and a literature study about the topic. Three financial institutions were subjects of this study. These subjects were the first three customers of TSCS in 2018 to use the credit scoring service. Customer journey mapping is the tool being used by this study to map the touchpoints based on an adoption process. The implication of the study is discussed at the end.
