The effect of customer complaints on customer loyalty in food and beverage enterprises: An investigation on Cunda Island

In this study, It is invastigated what kind of customer complaint there are in food and beverages enterprises; if there is any effect of customer complaints and complaint resolution process on customer loyalty. Therefore, determining the opinions and attitudes of the customers about this subject is the basic aim of this study. Within the scope of the research, the visitors who visited the Cunda Island and had a service experiment in the food and beverage enterprises were included. In the research, the questionnaire was used. The data obtained was analyzed using the program of SPSS 18. In these analyses, the analyses techniques aiming at determining the correlations, the differences between variables and the effects of variables on one another were used. As a result of the research, it has been suggested that there is positive significant relationship between the participants? customer loyalty and each dimension forming customer complaints (menus, prices, staff attitudes and behaviors, the atmosphere-environment, service quality, complaint resolution process). In addition, it has also been obtained clues about that there is negative impact of price and complaint resolution process on customer loyalty.Key Words: Food and Beverage Enterprises, Customer Complaints, Customer Loyalty, Cunda Island.