The probability of customer dissatisfaction is highest when which of the following conditions exists?
The probability of customer dissatisfaction is highest when which of the following conditions exists?
The probability of customer dissatisfaction is highest when there is a gap between expected performance and perceived performance. This occurs because customer dissatisfaction primarily arises when their expectations are not met by their perceptions of what was delivered. When customers have a certain expectation of performance and perceive that the actual performance falls short, it leads to a higher likelihood of dissatisfaction.
if what is indicated and that is not accomplished then also customer will be dissatisfied
But there's less probability of dissatisfaction depending on the customers expectations. For example what if they indicated a feature that no one cared about, then it was never accomplished. There's less chance of dissatisfaction compared to if it was promised and customers perceived value in it.
Answer is D, In C, mentioning gap between expected and perceived both word are same
Answer is C, Expected = The performance the customer expected would happen. Perceived = what the customer thought did happen. If the customer thinks there's a gap there they won't be satisfied.