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an empirical study of customer satisfaction and loyalty in b2c e

What is the theory of customer satisfaction and loyalty?
The theory predicts that the two immediate consequences of increased customer satisfaction are decreased customer complaints and decreased customer exit (increased loyalty).
Exiting customers either leave the market or purchase from a competitor.
What is the relationship between customer loyalty and customer satisfaction?
The more customer is satisfied, the more loyal towards the brand.
A loyal customer leads to an increase in both sales and profitability.
What is customer loyalty study?
Customer loyalty is a measure of a customer's likeliness to do repeat business with a company or brand.
It is the result of customer satisfaction, positive customer experiences, and the overall value of the goods or services a customer receives from a business.
Customer loyalty in ecommerce is about keeping and engaging your existing customers, so they will buy in higher quantities, shop more often, or interact with your brand more frequently.

What is the theory of customer satisfaction and loyalty?