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Continuité ou discontinuité : un test empirique de la Satisfaction des Internautes pour les Fournisseurs d'Accès et de Services Internet

Author

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  • Michel Serieys

    (CERAG - Centre d'études et de recherches appliquées à la gestion - UPMF - Université Pierre Mendès France - Grenoble 2 - CNRS - Centre National de la Recherche Scientifique)

Abstract

Cet article propose de vérifier le caractère continu de la satisfaction transactionnelle et discontinu de la satisfaction relationnelle des Internautes vis-à-vis de leur «Provider». Dans ce but, la satisfaction du consommateur appliquée au domaine des Services Internet est modélisée à l'aide des méthodes d'équations structurelles (PLS-Graph) et de la théorie des catastrophes (GEMCAT). Les résultats obtenus confirment d'abord le paradigme de la dissonance comme explication du processus de formation de la satisfaction du consommateur puis la pertinence des études longitudinales et enfin justifient l'utilisation de la théorie des catastrophes pour rendre compte du caractère discontinu de la satisfaction du consommateur dans le temps. Les améliorations et des voies de recherche future sont proposées dans la conclusion.

Suggested Citation

  • 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.
    • Handle: RePEc:hal:journl:halshs-00134432
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00134432
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    References listed on IDEAS

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