The effect of customer satisfaction on customer loyalty

In addition to customer acquisition activities, businesses are now trying to make their customers loyal to the business. The reason for this effort is that it is less costly to have loyal customers than to spend on new customers.. In this context, it was tried to determine the satisfaction levels of a shopping center customers in Uşak province, to measure the levels of the factors that affect the satisfaction and to examine the effects of both these factors and general customer satisfaction on customer loyalty. The data of the study were obtained by face-to-face survey method and the effects of customer satisfaction and customer satisfaction factors on customer loyalty were investigated through correlation and regression analyzes. As a result of the research, a strong positive relationship was found between customer satisfaction and customer loyalty variables. In addition, it is concluded that the factors that create customer satisfaction have positive effects on customer loyalty separately.