Qualité et satisfaction de la clientèle : une analyse empirique du secteur des biens industriels au Cameroun. (notice n° 816006)
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| fixed length control field | 03461cam a2200301 4500500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250123130827.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Bikoah, Robert |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Qualité et satisfaction de la clientèle : une analyse empirique du secteur des biens industriels au Cameroun. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2024.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 27 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | 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. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | L’objectif de cet article consiste à évaluer le niveau de la satisfaction des clients industriels en retenant deux modèles de formation de la satisfaction à savoir la qualité des produits et la qualité des services offerts dans ce secteur. Les données de terrain sont collectées par questionnaire sur la période mars-juin 2023. Ainsi, en retenant un protocole de modélisation par équations structurelles sur ces informations recueillies auprès de 230 clients industriels camerounais à divers niveaux fonctionnels, il ressort des principaux résultats que la qualité des produits et la qualité des services influencent positivement et significativement le niveau de satisfaction des clients. Toutefois, des deux modèles de formation de la satisfaction retenue, la qualité des produits se révèle plus que déterminante. Ce dernier résultat incite cependant à ne pas considérer la qualité des services comme jouant un rôle de seconde zone. Bien plus, il est recommandé aux fournisseurs des biens industriels de tenir compte en suffisance par exemple des réclamations de leurs clients afin d’améliorer les prestations offertes (respect des promesses et des délais de livraison, qualité de gestion des commandes, délais de réaction et temps de réparation…), gage d’une meilleure satisfaction. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | satisfaction |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | qualité des produits |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | client industriel |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | qualité des services |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Bien industriel |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Industrial Customer |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Service Quality |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Product Quality |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Industrial Good |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | Satisfaction |
| 700 10 - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Olinga, Barthélémy |
| Relator term | author |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Revue Congolaise de Gestion | uméro 37 | 1 | 2024-09-24 | p. 87-135 | 1729-0228 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/revue-congolaise-de-gestion-2024-1-page-87?lang=fr&redirect-ssocas=7080">https://shs.cairn.info/revue-congolaise-de-gestion-2024-1-page-87?lang=fr&redirect-ssocas=7080</a> |
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