Analyzing customer satisfaction and customer loyalty to scope of service failure and customer complaint

Customer satisfaction is crucial for the survival of any commercial business. However, in the process of service trade between the service provider and the customer, the service failure is usually inevitable. These mistakes inevitably lead to customer dissatisfaction and adversely affect customers' loyalty to the company. Therefore, business managers need to make efforts to make up for the mistakes and to understand the service compensation methods well. The purpose of this research is to analyze within the scope of customer satisfaction and customer loyalty within the scope of service failure and customer complaint. The universe of the study was designated as the passenger service of the Mercedes Benz dealer in Düzce. Survey work will be done within the scope of the investigation technique and instantly data will be collected. According to the results of the research; it was found that the service failure made a meaningful difference on customer satisfaction and perceptions of loyalty. There is no significant difference between satisfaction and loyalty perceptions who complain and do not. In addition, there is a significant difference between satisfaction and loyalty perceptions of customers who are not mistaken and complaining customers. It has been determined that customer satisfaction is a significant influence on customer loyalty.