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L’analyse de la contribution des éléments du service à la satisfaction : un modèle tétraclasse

Author

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  • Sylvie Llosa

    (Institut d'Administration des Entreprises (IAE) - Lyon)

Abstract

L'objectif de cet article est d'étudier la manière dont se construit la satisfaction d'un client d'une entreprise de service. Plus précisément, on souhaite constater et vérifier que tous les éléments d'une expérience de service ne contribuent pas à la satisfaction globale du client en suivant la même logique. Un modèle intégrant deux logiques principales de contribution est proposé : le poids de certains éléments dans la satisfaction globale du client est fluctuant et dépend du niveau de performance perçu par le client de ces éléments; d'autres éléments contribuent à la satisfaction du client de façon stable, quelle que soit l'évaluation qui en est faite. Cet article définit rapidement le cadre conceptuel servant d'ancrage au modèle de contribution proposé. Ces propos sont illustrés par une application réalisée dans le domaine bancaire, la souscription d'un crédit automobile. En conclusion, les implications managériales de cette recherche sont discutées.

Suggested Citation

  • Sylvie Llosa, 1997. "L’analyse de la contribution des éléments du service à la satisfaction : un modèle tétraclasse," Post-Print halshs-02926247, HAL.
    • Handle: RePEc:hal:journl:halshs-02926247
    DOI: 10.7193/DM.010.87.95
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    Citations

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    Cited by:

    1. Marie-Christine Lichtlé & S. Llosa & V. Plichon, 2002. "La contribution des differents elements d'une grande surface alimentaire a la satisfaction du client," Post-Print hal-01822824, HAL.
    2. Eric Julienne & Sylvie Llosa, 2021. "How to build a good relationship quality with artisan and shopkeeper customers? A Tetraclass analysis [Comment construire une relation de qualité avec une clientèle d’artisans et commerçants ? Une ," Post-Print hal-02889848, HAL.
    3. Feng-Han Lin & Sang-Bing Tsai & Yu-Cheng Lee & Cheng-Fu Hsiao & Jie Zhou & Jiangtao Wang & Zhiwen Shang, 2017. "Empirical research on Kano’s model and customer satisfaction," PLOS ONE, Public Library of Science, vol. 12(9), pages 1-22, September.
    4. Piris, Yolande & Gay, Anne-Cécile, 2021. "Customer satisfaction and natural language processing," Journal of Business Research, Elsevier, vol. 124(C), pages 264-271.
    5. Sylvie Llosa, 2012. "Quatre manières de contribuer à la satisfaction du patient hospitalisé : Les éléments Basiques, Plus, Clés et Secondaires," Post-Print hal-01822874, HAL.

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