[ Les déterminants de la qualité perçue dans la relation de service: Application aux Services Publics à Caractère Commercial et Industriel (SPIC) ]
Volume 16, Issue 1, May 2016, Pages 25–37
Charaf SAIDI1 and Bouchra EL ABBADI2
1 National School Of Commerce and Management, Abdelmalek Essaâdi University, Tangier, Morocco
2 National School Of Commerce and Management, Abdelmalek Essaâdi University, Tangier, Morocco
Original language: French
Copyright © 2016 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
This paper, on the border of the public management and marketing, discusses the customer relationship in a particular field which is the industrial and commercial utilities. It is the subject of theoretical and empirical research on the utilities management, centered on the consideration of users/customer expectations and its consequences on the feeling of satisfaction / dissatisfaction. Based on the methodological paradigm of Churchill and the Larcker and Fornell procedure, our goal through this work, is to understand the factors that explain this feeling and build a model of the perceived quality in context of utilities. Those factors may help utilities managers, operators or organizers, to define the appropriate quality approaches.
Author Keywords: service relationship, Management of utilities, Perceived Quality, Satisfaction.
Volume 16, Issue 1, May 2016, Pages 25–37
Charaf SAIDI1 and Bouchra EL ABBADI2
1 National School Of Commerce and Management, Abdelmalek Essaâdi University, Tangier, Morocco
2 National School Of Commerce and Management, Abdelmalek Essaâdi University, Tangier, Morocco
Original language: French
Copyright © 2016 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
This paper, on the border of the public management and marketing, discusses the customer relationship in a particular field which is the industrial and commercial utilities. It is the subject of theoretical and empirical research on the utilities management, centered on the consideration of users/customer expectations and its consequences on the feeling of satisfaction / dissatisfaction. Based on the methodological paradigm of Churchill and the Larcker and Fornell procedure, our goal through this work, is to understand the factors that explain this feeling and build a model of the perceived quality in context of utilities. Those factors may help utilities managers, operators or organizers, to define the appropriate quality approaches.
Author Keywords: service relationship, Management of utilities, Perceived Quality, Satisfaction.
Abstract: (french)
Cet article, à la frontière du management des services publics et du marketing, traite la relation client dans un champ particulier qui est le champ des services publics à caractère industriel et commercial (SPIC). Il fait l’objet de recherches théoriques et empiriques sur le management des SPIC, centrées sur la prise en compte des attentes des usagers/clients et ses conséquences sur le sentiment de satisfaction/insatisfaction. S’appuyant sur le paradigme méthodologique de Churchill couplé à la procédure de Larcker et Fornell, notre objectif à travers ce travail est d’appréhender les facteurs explicatifs de ce sentiment et de construire une batterie de déterminants de la qualité perçue par les usagers/clients dans une relation de SPIC. Lesdits déterminants pourront servir aux managers des services publics, opérateurs ou organisateurs, dans la définition des démarches qualité à bon escient.
Author Keywords: Relation de service, Management des Services Publics, Qualité Perçue, Satisfaction.
How to Cite this Article
Charaf SAIDI and Bouchra EL ABBADI, “Determinants of perceived quality in the service Relationship: Application to the commercial and industrial utilities,” International Journal of Innovation and Applied Studies, vol. 16, no. 1, pp. 25–37, May 2016.
