Analysis of customer satisfaction in furniture industry: A case study of istanbul

In furniture sector, providing customer quality service is a crucial factor to reach customer satisfaction higher order. In these days, gaining importance of customer satisfaction, increasing the diversity in furniture sector, customers choosing firms which offer best quality services and firms studies to be outstanding and to be preferred by customers compared to other firms come into prominence. Growing of conditions of competition, it has become harder that firms survive and strengthen their position by developing in current market. Rather than reaching high sales figures, basic expectations of firms are to firstly protect current customer and then to try to find new growing ways by acquiring new customers. In this study, it is aimed to investigate that firms that works in furniture sector study to make customer satisfaction higher. At the end of this study, it is identified that firms prefer to use social media as a communication channel actively. The most significant foundation of this situation is to be contacted with customer accurately and effectively, as well as that customers have knowledge about new products and special offers fast. Moreover, it is determined that high quality of products, right responses of firms and meeting customer demands are significant services companies have.