Explore the Relationship Between Consumer Satisfaction and Consumer Loyalty Based on Four Industries

Abstract

In recent years, with the continuous development of customer relationship management, the two indicators of consumer satisfaction and consumer loyalty are often regarded as the criteria for measuring the success of customer relationship management, but at the same time whether these two indicators are applicable to the market competition environment is often controversial, this article will use the questionnaire survey method to explore the relationship between consumer satisfaction and consumer loyalty in the catering industry in the Macao Special Administrative Region, and use the case summary method to explore the other three industries in different market environments. It also summarizes the factors that contribute to this situation and also tries to provide more suggestions for improvement for practitioners.