Customer Dissatisfaction

Abstract

In the competitive business landscape, providing high-quality services is paramount for success. Research has highlighted the significant relationship between poor service quality and customer dissatisfaction. Meeting customer expectations is a challenge, as most businesses fall short. Understanding the five service quality dimensions - reliability, responsiveness, assurance, physical appearance, and empathy - is vital for improving customer satisfaction. Small and Medium Enterprises (SMEs) in tourism management play a unique role in economic development and job creation. Customer satisfaction is a pivotal metric, and its positive impact on loyalty and word-of-mouth promotion cannot be overstated. Measuring customer satisfaction is essential for improving services. Service providers can use tools like SERVQUAL to identify gaps between customer expectations and perceptions, enabling continuous quality assessment. Product and service attributes, systems and structures, customer relationships, issue resolution, and exceeding customer expectations influence customer loyalty. Building interpersonal relationships with customers is crucial for fostering loyalty, as is quickly and effectively handling issues.