The influence of customer complaints management on customer satisfaction: A research on online shopping

Nowadays, the concept of customer and customer satisfaction has become the most important concept for businesses. By fully fulfilling customers' wishes and expectations; it is possible to provide customer satisfaction. Complaints are negative feedback from customers and it is necessary to establish a good complaint management system so that a dissatisfied customer can be made a satisfied customer. The purpose of this study is to examine the impact of customer complaints management on customer satisfaction. A survey was conducted for this purpose and the data were analyzed using the IBM SPSS Statistics Version 23 program. In the analysis of the data, t-test, variance analysis, correlation analysis and chi-square test were used. As a result of the analysis made, it has been determined that customer complaint management has an effect on customer satisfaction.