Qualité et satisfaction de la clientèle : une analyse empirique du secteur des biens industriels au Cameroun.
The objective of this article is to evaluate the level of satisfaction of industrial customers by retaining two models of satisfaction formation, namely the quality of products and the quality of services offered in this sector. Field data are collected by questionnaire over the period March-June 20...
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| Hauptverfasser: | , |
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| Format: | Article ou chapitre numérique |
| Sprache: | Français |
| Veröffentlicht: |
2024
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| Schlagworte: | |
| Online Zugang: | Accès Université d'Orléans et IFPM Accès Université d'Orléans et IFPM |
| Zusammenfassung: | The objective of this article is to evaluate the level of satisfaction of industrial customers by retaining two models of satisfaction formation, namely the quality of products and the quality of services offered in this sector. Field data are collected by questionnaire over the period March-June 2023. Thus, by using a structural equation modeling protocol on this information collected from 230 Cameroonian industrial clients at various functional levels, the main results show that the quality products and the quality of services have a positive and significant influence on the level of customer satisfaction. However, of the two models of satisfaction formation retained, the quality of the products proves to be more than decisive. This last result, however, encourages us not to consider the quality of services as playing a second-rate role. Furthermore, it is recommended that suppliers of industrial goods take sufficient account, for example, of their customers’ complaints in order to improve the services offered (respect for promises and delivery times, quality of order management, reaction times and repair time, etc.), guaranteeing better satisfaction. |
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