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La qualité perçue comme déterminant de la satisfaction des clients en business-to-business. Une étude empirique dans le domaine de la téléphonie

Author

Listed:
  • Ruben Chumpitaz

    (IESEG School of Management Lille)

  • Valérie Swaen

    (IESEG School of Management Lille)

Abstract

La mesure de la qualité perçue et de la satisfaction des clients occupe une place importante dans la stratégie des entreprises ainsi que dans la littérature académique. L'objet de cet article est de tester les relations qui existent entre la qualité perçue et la satisfaction des clients industriels d'un fournisseur de centraux téléphoniques en ayant recours à plusieurs informants par firme cliente. L'analyse des données — collectées pendant quatre ans — illustre : (1) la multidimensionnalité du concept de qualité perçue; (2) l'influence positive des dimensions de la qualité perçue sur la satisfaction des clients et (3) le rôle de la qualité du produit en tant que médiateur partiel de la relation entre la qualité de service et la satisfaction.

Suggested Citation

  • Ruben Chumpitaz & Valérie Swaen, 2004. "La qualité perçue comme déterminant de la satisfaction des clients en business-to-business. Une étude empirique dans le domaine de la téléphonie," Post-Print hal-02023015, HAL.
    • Handle: RePEc:hal:journl:hal-02023015
    DOI: 10.1177/076737010401900202
    as

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