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Un modèle explicatif de l'évaluation de la qualité d'un service: une étude empirique

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  • N. Nguyen

    (Université de Moncton)

Abstract

Les principaux modèles existants de la qualité des services mettent en relief deux facteurs explicatifs: l'image de l'entreprise et la performance du personnel en contact. Le modèle présenté dans cet article en propose trois autres, l'organisation interne, le support physique et la satisfaction du consommateur pour former une structure de relations visant à expliquer la perception de la qualité d'un service. Une vérification empirique dans les services bancaires confirme l'effet significatif de tous ces facteurs sur la qualité perçue, particulièrement la satisfaction du client. Les résultats obtenus ont deux implications importantes en matière de gestion des services: la segmentation de la clientèle selon le niveau de qualité et l'établissement des normes de qualité en termes d'attentes du consommateur.

Suggested Citation

  • N. Nguyen, 1991. "Un modèle explicatif de l'évaluation de la qualité d'un service: une étude empirique," Post-Print hal-02014441, HAL.
    • Handle: RePEc:hal:journl:hal-02014441
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    Cited by:

    1. Michel Serieys, 2006. "Continuité ou discontinuité : un test empirique de la Satisfaction des Internautes pour les Fournisseurs d'Accès et de Services Internet," Post-Print halshs-00134432, HAL.

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