Özet:

The preferability of shopping centers that have spread around the world in recent years depends on their response to customer expectations. The desire to shop again in the same shopping center is defined as customer loyalty for the shopping centers. Customer loyalty allows stores to prefer shopping centers to make shopping centers investors gain a market share. Thus, shopping centers also provide a sustainable competitive advantage. In this study, the criteria of AVMs located in eight different provinces of a chain shopping center in Turkey have been studied that affect customer loyalty. The concept of customer loyalty is explained by preferability from the point of view of both stores and stores. The criteria are determined using the DEMATEL method. Thus, the importance levels of criteria that affect customer satisfaction in terms of shopping centers have been identified. In the subsequent stage of the study, the comparison of eight different AVMs with the EDAS method was provided in terms of preferability.

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