Abstract:

Business enterprises attach importance to innovation activities so as to win customers over their competitors and to retain these customers. In order to sustain such a competitive advantage, business enterprises prefer to have a consistent innovative structure. The ability to innovate does not only help in attracting new customers but also makes it easier to retain existing customer who could become loyal customers of the business. From this perspective, it is important for the business to have an innovative business image that is trusted by the customers in order to ensure customer loyalty. In this context, the main purpose of the study is to examine the relationship between customers’ perceived level of the business innovation, trust in the business and customer loyalty. The survey method was used to examine these relationships. In the course of preparing the questions in this method, a brand manufacturer of smart mobile phones was taken into consideration and the results of the field study conducted on academics working at a public university were evaluated within the scope of this study. Based on the results, it was deduced that there is a statistically significant relationship between the academicians’ perceived level of the business innovation, customer satisfaction and customer loyalty.

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