Abstarct: According to the importance of customers in the retail industry, this research studies the impact concept of customer loyalty through the study of the impacts of Store Image and customer satisfaction factors. Besides, it studies the impact of service quality, perceived value and Failure recovery factors on customer satisfaction. In addition to hypotheses testing, service quality evaluation was performed as a peripheral activity. This research is considered new as it evaluates a complex relationship between research variables. In this research, target population is the customers of Hyperstar department store in Tehran, and the sample is 411 customers. To study the model, standard questionnaires that were revised baxsed on some marketing professionals’ views and according to pertinence of location and culture, were used and their content validity was approved. Cronbach’s Alpha was used to test reliability. The collected data were analyzes using Amos and SPSS software, and research hypotheses were finally approved using structural equation modeling, and acceptable fit indices were reported.