qualité de service est-elle un corrélat de la satisfaction du client ?
qualité de service est-elle un corrélat de la satisfaction du client ?

qualité de service est-elle un corrélat de la satisfaction du client ?


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About the Book

Cette étude évalue la relation entre les dimensions de la qualité de service et la satisfaction du client du point de vue des passagers qui voyagent dans les aéroports nigérians. Une méthodologie d'enquête a été adoptée pour l'étude. Des données transversales ont été collectées dans quatre aéroports internationaux à l'aide d'un questionnaire structuré. Le questionnaire a été administré à 600 passagers dans les aéroports de Lagos, Abuja, Kano et Port-Harcourt, avec un taux de réponse de 71 %. Les analyses de régression révèlent que bien que la relation entre chacune des dimensions de la qualité de service et la satisfaction du client soit significative à 5%, le coefficient de corrélation multiple varie de faible à modéré, suggérant ainsi que les dimensions de la qualité de service doivent être améliorées pour que la satisfaction du client soit améliorée par l'Autorité aéroportuaire du Nigeria. L'étude préconise une action décisive de la part de l'Autorité aéroportuaire du Nigeria pour initier des politiques visant à améliorer les dimensions de la qualité du service afin d'améliorer la satisfaction des clients dans les différents aéroports nigérians.


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Product Details
  • ISBN-13: 9786206886549
  • Publisher: KS Omniscriptum Publishing
  • Binding: Paperback
  • Language: French
  • Returnable: N
  • Weight: 141 gr
  • ISBN-10: 6206886549
  • Publisher Date: 28 Nov 2023
  • Height: 229 mm
  • No of Pages: 52
  • Spine Width: 3 mm
  • Width: 152 mm


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