La satisfaction du consommateur, ses déterminants et ses conséquences

Cet article présente une revue de la littérature sur la satisfaction du consommateur. Dans une première partie, on définira le construit de satisfaction et on le distinguera des concepts voisins. Dans une deuxième partie, on présentera les déterminants de la satisfaction. Dans une troisième partie, on examinera les conséquences de la satisfaction et de l’insatisfaction. Dans la quatrième et dernière partie, on proposera des voies de recherches futures.In this paper, we present a review of the research literature on consumer satisfaction. In the first section, I define satisfaction and review the existent confusion with several related constructs. In the second section, I present the determinants of satisfaction. In the third section, I examine the consequences of satisfaction and dissatisfaction. Finally, in section four, several future research avenues will be proposed

Modélisation, Supervision et optimisation du déroulement d'un procédé médical - CHIP

National audienceLa Chimio-Hyperthermie Intra-péritonéale (CHIP) s'est révélée comme un traitement efficace et intéressant pour les cancers d'origine digestive. L'association de l'hyperthermie et de la chimiothérapie a prouvé ses résultats cytotoxiques indéniables pour les cellules cancéreuses. Cependant l'application de cette technique à ventre fermé ne garantit pas une homogénéité de la répartition de la température et du médicament dans la cavité abdominale. Cet article porte essentiellement sur la modélisation de l'aspect thermique de la CHIP et propose un outil de supervision en temps réel et in vivo du processus. Un modèle adaptatif, permettant de simuler la température de sortie de la cavité abdominale est présenté et validé à l'aide de données réelles, acquises in vivo au cours de plusieurs CHIP réalisées au sein des Centres hospitaliers - partenaires du projet de recherche : CH Lyon-Sud (CHLS), CHU Bellevue (Saint-Etienne)

A Cross National Study of Golf Tourists’ Satisfaction

The purpose of this study was two-fold: firstly, it was to examine the determinants satisfaction levels of golf tourists and secondly to investigate if these vary across golf tourists’ country of residence. Using data collected through a survey of golf tourists visiting Lisbon (Portugal), attributes directly related to playing golf as well as more generic destination attributes were examined as potential determinants of golf tourists’ satisfaction. The data was analysed in two stages by the means of logistic regression. In stage one, the analysis was based on a representative sample of golf tourists to the region. In the second stage, two separate analyses were undertaken, one examining the satisfaction of Nordic golf tourists and another of British golf tourists (the two main markets for Lisbon). The results indicate that the satisfaction level of golf tourists is influenced by several factors, including those related to perceived quality and value. In addition, the results suggest that satisfaction is influenced by cross-cultural differences. While some determinants were important influences for both the British and the Nordic golfers, other determinants were specific to each country of origin. lytoinvestigateifthesevaryacrossgolftourists’countryofresidence.Using data collectedthroughasurveyofgolftouristsvisitingLisbon(Portugal),attributesdirectlyrelatedto playinggolfaswellasmoregenericdestinationattributeswereexaminedaspotentialdeterminantsof golf tourists’satisfaction.Thedatawasanalysedintwostagesbythemeansoflogisticregression.In stage one,theanalysiswasbasedonarepresentativesampleofgolftouriststotheregion.Inthesecond stage, twoseparateanalyseswereundertaken,oneexaminingthesatisfactionofNordicgolftourists and anotherofBritishgolftourists(thetwomainmarketsforLisbon).Theresultsindicatethatthe satisfactionlevelofgolftouristsisinfluencedbyseveralfactors,includingthoserelatedtoperceived qualityandvalue.Inaddition,theresultssuggestthatsatisfactionisinfluencedbycross-cultural differences.WhilesomedeterminantswereimportantinfluencesforboththeBritishandtheNordic golfers,otherdeterminantswerespecifictoeachcountryoforigin

Physiological and oxidative stress responses of lettuce to cleomside A: a thiohydroximate, as a new allelochemical from Cleome arabica L.

The inclination toward natural products have led the onset for the discovery of new bioactive metabolites that could be targeted for specific therapeutic or agronomic applications. This study aimed to isolate bioactive compounds from Cleome arabica L., and subsequently determine the unexplored mechanism of action of the newly identified compounds on Lactuca sativa L. Chemical investigation of the ethyl acetate fraction of methanolic silique extract of C. arabica afforded seven secondary metabolites belonging to different classes such as flavonoids, triterpene, and a new thiohydroximate derivative, named cleomside A. Among phytotoxic assays, the growth of lettuce was totally inhibited by cleomside A compared to the other identified compounds. This effect was associated with the increased levels of electrolyte leakage, malondialdehyde, and hydrogen peroxide indicating disruption of membrane integrity and induction of oxidative stress. Activities of the antioxidant enzymes SOD, CAT, and APX were also elevated, thereby demonstrating the enhanced generation of reactive oxygen species upon identified allelochemical exposure. Thus, the changes caused by cleomside A described herein can contribute to better understanding the allelochemical actions of thiohydroximate and the potential use of these substances in the production of natural herbicides compared to the other identified flavonoids and triterpene

10 years of service quality measurement: reviewing the use of the SERVQUAL instrument

In 1988, Parasuraman, Zeithaml, and Berry developed an instrument to measure the quality of service. Since that date, this instrument has been used in numerous studies on different industries and in different countries, both by academics and professionals. However, despite its wide dissemination, few studies deal with the dimensionality and validity aspects of this measurement scale. This article describes the practices observed in relation to these aspects through the analysis of the studies that SERVQUAL has used during the last ten years. From a sample of 60 empirical studies using the SERVQUAL scale, the main aspects of validity dealt with by each author are analysed, using an analysis template adapted from the study of Stokes and Miller (1975). Based on the available data, the study suggests that the scale developed by Parasuraman, Zeithaml, and Berry (1988) does not present a stable dimensional structure of five factors. Finally, the article evaluates the influence of the characteristics of the research design on the reliability of SERVQUAL.En 1988 Parasuraman Zeithaml y Berry elaboraron un instrumento para medir la calidad del servicio. Desde esa fecha este instrumento ha sido utilizado en numerosos estudios sobre distintas industrias y en diferentes países tanto por académicos como por profesionales. Sin embargo a pesar de su amplia difusión pocos estudios tratan los aspectos de dimensionalidad y validez de esta escala de medición. El presente artículo describe las prácticas observadas con relación a estos aspectos a través del análisis de los estudios que han usado SERVQUAL durante los últimos diez años. A partir de una muestra de 60 trabajos empíricos que usan la escala SERVQUAL se analiza los principales aspectos de validez tratados por cada autor empleando una plantilla de análisis adaptada del estudio de Stokes y Miller (1975). Con base en los datos disponibles el estudio sugiere que la escala desarrollada por Parasuraman Zeithaml y Berry (1988) no presenta una estructura dimensional estable de cinco factores. Finalmente el artículo evalúa la influencia de las caraterísticas del diseño de la investigación sobre la confiabilidad de SERVQUAL

Concentrated natural dye extracted from turmeric spice and its use for textile dyeing

On a textile market where the rules move to the restriction of some synthetic dyes, the industrialists become interested by natural ones which are considered to be harmless. In addition, they constitute a new source of income since they allow the creation of a new market and they aim a specific group of consumers. During last few decades, increasing attention has been paid to natural dye application as food colourant, in cosmetics and in textile coloration. This work aims the extraction of a concentrated dye from turmeric spice and its application for textile dyeing. The extraction method using Soxhlet extractor yields a highly concentrated dye. The various parameters that may affect the dyeing process were investigated. It was found that pH and temperature of dyeing influence considerably the results. Quality control of all dyeing was performed using standard fastness tests and colour measurements. The results were promising for turmeric concentrated extract as a natural dye. Thermodynamics of dyeing process were investigated

Segmenting the Business Traveler based on Emotions, Satisfaction, and Behavioral Intention

As travel is part of their work, business travelers are assumed to be focused on carrying out a work related task, rather than feeling emotionally stimulated during their trip. Due to this belief, there is limited research on consumer emotions within this segment of the travel market. However, not only is business travel an experience and therefore it involves emotions, but many business trips have a strong leisure component and business travel decision-making is often emotionally charged. This paper segments the business travel market based on emotions, satisfaction and behavioral intention. Using a sample of 400 managers in small-medium-size companies, the study demonstrates that the relationship between emotions and satisfaction is not uni-directional as far as business tourism is concerned. For two of the four segments, the valence of emotions translated into an opposite level of satisfaction/intention. The segments were found to differ in personal and trip-related variables

The importance of service quality in British Muslim’s choice of an Islamic or non-Islamic bank account

Using an extended SERVQUAL model, this study identifies and compares the importance of service quality to Muslim consumers with an Islamic or non-Islamic bank account in a non-Muslim country, Britain. Eight group discussions and survey with 300 Muslims were conducted. Five dimensions of service quality were identified, i.e. Responsiveness, Credibility, Islamic Tangibles, Accessibility and Reputation. These differ in structure and content from the original SERVQUAL developed in the west and the subsequent CARTER model constructed in a Muslim country. In addition, significant differences were found in the importance rating of items by respondents holding an account with an Islamic bank compared to those with a non-Islamic bank account. This study is one of the first to identify and compare the importance of service quality between Islamic and non-Islamic bank account holders in a western non-Muslim country. The results advance our understanding of the impact of culture on SERVQUAL. The study provides insight into Muslims’ bank choice and helps bank managers of both Islamic and non-Islamic banks to focus their attention on the service quality dimensions that matter most to Muslim customers

The influence of individual characteristics on moviegoers’ satisfaction ratings

This study examined individual characteristics that could potentially influence moviegoers’ satisfaction ratings. The study conducted among 470 moviegoers showed a significant but modest effect of age and need for emotions on satisfaction ratings. Based on a correlation analysis, involvement, mood and gender have no effect on moviegoers’ satisfaction ratings. However, mixed results from a regression analysis call for further research to explore the potential effect of gender and involvement on moviegoers’ satisfaction ratings