The relationship between customer satisfactions, customer expectation and customer experience in Djibouti tourism industry

This study investigates the relationship between customer satisfaction, customer expectations, and customer experience in Djibouti tourism industry. Its primary objective is to explore how the gap between tourists' pre-service expectations and their post-service experiences impacts overall satisfaction. Customer experience plays a critical role in shaping perceived service quality, while expectations directly influence how services are evaluated. A quantitative method was employed, with data collected from 153 tourists through a structured survey. The analysis reveals a strong positive correlation between customer satisfaction and experience, and a meaningful relationship between expectations and experience. Findings also show that when customer expectations are met or exceeded, satisfaction levels significantly improve, fostering favorable attitudes toward service providers. In developing countries like Djibouti, where tourism is gaining strategic importance, understanding this relationship is essential for designing effective service strategies. The study emphasizes the need for consistent service delivery and better expectation management to improve customer retention and competitiveness. Furthermore, the results suggest that aligning marketing messages with actual service capabilities can prevent dissatisfaction and increase loyalty. This research provides practical implications for hospitality managers, policy-makers, and service designers by underlining the value of a customer-oriented approach in tourism development.