This study was conducted to determine the impact of the consumer experience, who visit clothing stores, on customer satisfaction and loyalty. The population of the study consists of consumers who consume clothing and frequently visit similar clothing stores. Smart PLS 3 (Partial Least Squares) statistical program was used to test the hypotheses. Bootstrapping technique was used to test the hypotheses intended to be measured in the study. According to the results of the analysis, the sensory, emotional, intellectual and relational dimensions of the customer experience have a statistically significant relationship with customer satisfaction. In addition, it was determined that the sensory, emotional, intellectual and behavioral dimensions of the customer experience have a statistically significant relationship similar to customer loyalty. As a result of the analysis, behavioral dimension did not affect customer satisfaction and relational dimension did not affect customer loyalty.
|Publication Date||September 21, 2021|
|Published in Issue||Year 2021, Volume 8, Issue 2|
Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)