Information Technology Strategies to Sustain Customer Satisfaction During Disaster-Related Disruptions

Some small- and medium-sized enterprise (SME) leaders struggle to develop and implement effective information technology (IT) strategies to satisfy customers, leaving their organizations vulnerable during disaster-related disruptions. SME leaders are concerned with effective IT strategies, critical for retaining customer loyalty and sustaining their businesses during such challenges. Grounded in the Kano model, this qualitative multiple-case study aimed to explore IT strategies that SME leaders use to satisfy customers during disasters and other disruptions to business continuity. The participants were four SME owners of IT-sector organizations in the Midwestern region of the United States. Data were collected by conducting semistructured interviews and reviewing organizational business plans and progress reports. Through thematic analysis, six themes were identified: (a) IT usage of strategies for disaster management, (b) training categories for IT management strategies, (c) strategic IT adoption measurement of success, (d) barriers to IT management strategy implementation, (e) pathways to overcoming IT management strategies barriers, and (f) a pandemic model of customer management and satisfaction. A key recommendation for business leaders is to streamline communication and schedule training sessions on disaster recovery protocols to ensure the workforce is prepared to maintain operations and meet customer expectations during unforeseen events. The implications for positive social change include the potential to enhance customer satisfaction and business continuity during disasters and disruptions, which may contribute to economic growth in local communities and promote a higher quality of life for customers.