Özet:

Today, increasing competition conditions require the establishment of a long-term relationship between the business and the customer. One of the elements that will provide long-term customer relationships is the concept of customer satisfaction. In cases where the customer is not satisfied with the product and service, the concept of customer complaint becomes important. There are various factors that affect customer satisfaction and complaint behavior after the purchase. The main characteristics of these factors are the personality of the customer. The perception of satisfaction that customers experience after purchasing goods and services differs according to their personality characteristics. In this regard, the customer’s personality characteristics, customer satisfaction and customer complaint behavior concepts are becoming more important. The aim of this study is to reveal the impact of personality characteristics on customer satisfaction and customer complaint behavior. The research data was obtained by a face-to-face interview method with a 69 question survey. The investigation was carried out in Khrushchev. The results were obtained by the analysis of 455 forms of survey using the SPSS 20.0 package program. The research finds that personality characteristics have an impact on customer satisfaction and complaint behavior.