Introduction
Today service quality is more increasingly and know that how to get an achievement in customer service. We have to focus on customer satisfaction and gain more customers to get their advantage. When we make customer satisfy, they will loyalty to establishment. Loyalty customer will continue in long – term relationships which service organization that they ever used them. Giving suitable deals, loyal goods, and service to them. Their expectation will be serviced in high quality and make them feel worth with their money that they spend. Customer emotions that is one of the effect in how to evaluate service failure for recovery customer into loyalty customer.