Tüketici Pişmanlığının Müşteri Tatmini ve Davranışsal Niyet Üzerindeki Etkisi: Restoran Müşterileri Üzerine Bir Araştırma
The Effect of Consumer Regret on Customer Satisfaction and Behavioral Intention: A Research on Restaurant Customers

Summary/Abstract: This research examines the effect of consumer regret on customer satisfaction and behavioral intention. The sample group of the research consists of customers who experienced restaurants in Gaziantep and regretted as a result of this experience. In the study, 435 questionnaires were found suitable for data analysis according to the convenience sampling method. The collected data were analyzed with Smart PLS 3 (Partial Least Squares) program and the structure,distinction and compliance validity of the scales used in the research were tested. According to the results of the research, it has been determined that regret has a significant negative effect on customer satisfaction. In addition, it was determined that regret has a significant negative effect on behavioral intention. Finally, as a result of the analyzes performed, it has been determined that the effect between customer satisfaction and behavioral intention is also positively significant.

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