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Impact de la qualité perçue du service sur la satisfaction et l'engagement des grands clients : cas de la Banque populaire marocaine

Author

Listed:
  • Laila El

    (Faculté des Sciences Juridiques Économiques et Sociales d'Agadir)

  • Faical Zoubir

    (EST - École Supérieure de Technologie d'Agadir - Université Ibn Zohr [Agadir])

  • Kamal Lakhrif

    (Faculté des Sciences Juridiques Économiques et Sociales d'Agadir)

Abstract

Effectuée auprès de quatre-vingt-six des plus grands dépositaires d'une banque commerciale marocaine, cette recherche confirme l'influence de la qualité perçue par le « grand client » sur sa satisfaction et son engagement. Ce dernier cherche en effet des interlocuteurs emphatiques, inspirant confiance et communicatifs.

Suggested Citation

  • Laila El & Faical Zoubir & Kamal Lakhrif, 2016. "Impact de la qualité perçue du service sur la satisfaction et l'engagement des grands clients : cas de la Banque populaire marocaine," Post-Print hal-02691190, HAL.
    • Handle: RePEc:hal:journl:hal-02691190
    Note: View the original document on HAL open archive server: https://hal.science/hal-02691190
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    References listed on IDEAS

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    1. Maddox, R Neil, 1981. "Two-factor Theory and Consumer Satisfaction: Replication and Extension," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 8(1), pages 97-102, June.
    2. Abdelfettah Benmansour, 1994. "Un exemple de réussite : le Maroc," Revue d'Économie Financière, Programme National Persée, vol. 4(1), pages 423-430.
    3. Sophie Beguinet & Nathalie Gardes, 2012. "Personnalité de la marque : mesure, homogénéité et impact sur la satisfaction. Une application sur le secteur bancaire français," Post-Print hal-02431094, HAL.
    4. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    5. Ameer Hasan & Muhammad Irfan Arif & Nimra Khan, 2013. "ATM Service Quality and its Effect on Customer Retention: A Case from Pakistani Banks," Information Management and Business Review, AMH International, vol. 5(6), pages 300-305.
    Full references (including those not matched with items on IDEAS)

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