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Theses

IMPACT DE L'UTILISATION D'INTERNET SUR LA
QUALITE PERÇUE ET LA SATISFACTION DU
CONSOMMATEUR

Abstract : There are huge developments in information technology at the beginning of the 21st century. This evolution implies new consumer behavior. Quality has been broadly studied with many debates and tool design, but these were based on a “traditional” conceptualization of quality. The increasing role of technology, including Internet, requires us to find a new way of describing perceived quality, combining physical perceived quality (in store) and virtual perceived quality (on-line Web). This research paper takes an analysis framework and model for perceived quality focus on providing its influence on consumer satisfaction. Marketing literature on service quality, its measurement, and recent academic studies on the Internet have been taken into account. Firstly, instruments for measuring perceived quality both physical and virtual, were designed, then, the interactions between the two types of quality and satisfaction were defined. In brief, we can concluded that quality does influence satisfaction whatever the channel and that, the perceived quality and satisfaction of a store is perceived differently by both web users and non web users. The web user is a more demanding customer and is generally less satisfied than a non-user. This research highlights the need to redefine quality and satisfaction parameters face with the development of the multichannel distribution, symbolized by the replacement of the relational paradigm with the transactional paradigm.
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https://tel.archives-ouvertes.fr/tel-00142796
Contributor : Sylvie Rolland <>
Submitted on : Monday, April 23, 2007 - 1:26:22 AM
Last modification on : Wednesday, October 14, 2020 - 4:01:02 AM
Long-term archiving on: : Wednesday, April 7, 2010 - 3:22:45 AM

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  • HAL Id : tel-00142796, version 1

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Rolland Sylvie. IMPACT DE L'UTILISATION D'INTERNET SUR LA
QUALITE PERÇUE ET LA SATISFACTION DU
CONSOMMATEUR. Gestion et management. Université Paris Dauphine - Paris IX, 2003. Français. ⟨tel-00142796⟩

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