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Dissertations / Theses on the topic '«Indicateurs de satisfaction client»'

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Published: 4 June 2025

Last updated: 1 August 2025

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1

Bennabi, Zouaoui Sid-Ahmed Amine. "Facteurs de contingence dans la mesure de satisfaction clients." Thesis, Paris 10, 2013. http://www.theses.fr/2013PA100098/document.

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Si au cours des vingt dernières années la pratique en matière de mesure barométrique de la satisfaction clients s’est largement développée auprès des entreprises, la fiabilité des indicateurs de performance issus de ces mesures n’est pas forcément maitrisée. La satisfaction comme indicateur de performance est aujourd’hui admise par les managers, néanmoins son utilisation au quotidien pose quelques questions, notamment celle qui touche la capacité des indicateurs produit à partir de la mesure barométrique d’évaluer fidèlement la performance. La question théorique que nous traitons dans cette th

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Paluck, Elan Carla Marie. "Pharmacist-client communication : a study of quality and client satisfaction." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1998. http://www.collectionscanada.ca/obj/s4/f2/dsk2/tape17/PQDD_0027/NQ34606.pdf.

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Johnston, Josiah Ramsay. "Exploring Ahope Client Satisfaction and Attitudes." Thesis, University of North Texas, 2016. https://digital.library.unt.edu/ark:/67531/metadc955070/.

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I led a participatory action research (PAR) project with the staff and homeless clients of Ahope Day Center in Asheville, North Carolina, which was meant to evaluate client satisfaction with services and attitudes about certain issues. Project is led by an inquiry group consisting of members of Ahope staff and Ahope clients. The project is a co-designed, co-implemented, and co-interpreted mixed-method evaluation of Ahope's services, client attitudes about education and the environment, client adaptive strategies, optimism levels, and a mapping of client daily routines. The data was collected t

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4

Beavers, Karen. "Client Satisfaction and Kentucky Adult Day Care Services." TopSCHOLAR®, 1995. http://digitalcommons.wku.edu/theses/929.

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Adult day care is a new and rapidly growing alternative to long term care for the burgeoning population of frail and disabled elderly. A review of the literature regarding adult day care services revealed a limited number of studies addressing client satisfaction. The current study of 68 participants of nine Kentucky adult day health and social model adult day care centers assessed client satisfaction with services and explored variables related to satisfaction. It was hypothesized that clients who preferred to be at the adult day care center rather than in another location would report higher

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5

Devon, Angela. "An exploration of factors which predict client satisfaction." Thesis, University of Surrey, 1996. http://epubs.surrey.ac.uk/983/.

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6

Juleff, Donna. "Client satisfaction survey of in-home family therapy." Online version, 2001. http://www.uwstout.edu/lib/thesis/2001/2001juleffd.pdf.

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7

Chow, Maria Yui Kwan. "Client needs and satisfaction in an HIV facility." Thesis, The University of Sydney, 2008. http://hdl.handle.net/2123/4022.

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Health care evaluation serves the purpose of monitoring the quality of health care provided by Health Care Providers (HCP), so that health care services can be provided most effectively and efficiently. Patient satisfaction studies are widely used to assess the quality of outpatient care. A client satisfaction study was conducted at an HIV health care facility in Sydney, Australia during 2007-2008. There were three objectives: 1.) To validate a questionnaire for future determination of client satisfaction in HIV health care facilities. 2.) To identify the levels of satisfaction of clients, and

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Chow, Maria Yui Kwan. "Client needs and satisfaction in an HIV facility." University of Sydney, 2008. http://hdl.handle.net/2123/4022.

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Master of Philosophy (Medicine)<br>Health care evaluation serves the purpose of monitoring the quality of health care provided by Health Care Providers (HCP), so that health care services can be provided most effectively and efficiently. Patient satisfaction studies are widely used to assess the quality of outpatient care. A client satisfaction study was conducted at an HIV health care facility in Sydney, Australia during 2007-2008. There were three objectives: 1.) To validate a questionnaire for future determination of client satisfaction in HIV health care facilities. 2.) To identify the lev

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9

Wichmann, Amy L. "Client utilization study for comm5 web systems." Menomonie, WI : University of Wisconsin--Stout, 2006. http://www.uwstout.edu/lib/thesis/2006/2006wichmanna.pdf.

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10

Chavez, Michael, and Victor Manuel Garrido. "A client satisfaction survey at Central City Lutheran Mission." CSUSB ScholarWorks, 2002. https://scholarworks.lib.csusb.edu/etd-project/2369.

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This study focused on the association between clients satisfaction with services and the length of time utilizing them. The participants surveyed within this study were from surrounding communities of Central City Lutheran Mission (CCLM) in San Bernardino.

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11

Zheng, Zhixing, and 郑志星. "An exploratory study of the gap between client expectations and client perceived performance of the delivered information system." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2010. http://hdl.handle.net/10722/210307.

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12

Le, Roux Karle. "The relationship between corporate communication efforts, client communication satisfaction and –relationship satisfaction, and client economic contribution within a financial services organisation / K. le Roux." Thesis, North-West University, 2011. http://hdl.handle.net/10394/4856.

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After facing the economic recession, the South–African and global business sectors started revaluating their human capital and the positions they represent within an organisation. Each individual now had to prove that they contributed towards the organisation’s bottom line, as each and every cent had to be counted and accounted for. Some functions within organisations could easily prove their contribution towards the bottom line by providing production or sales outputs. The public relations practitioners and the corporate communication efforts they offered, however, faced a bleak future, as th

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13

Blackburn, Claire. "Client Attachment to Services, Satisfaction with Services and their Predictors." Thesis, Lancaster University, 2008. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.524745.

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14

Miller, John K. "Walk-in single session therapy: a study of client satisfaction." Diss., Virginia Tech, 1996. http://hdl.handle.net/10919/37776.

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15

Richard, Marie-Pier. "Caractéristiques de l'alliance de travail et son impact sur les résultats de la consultation organisationnelle." Thèse, Université de Sherbrooke, 2012. http://hdl.handle.net/11143/6474.

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Dans le cadre de son travail, un psychologue organisationnel peut être appelé à jouer plusieurs rôles dans une organisation, dont celui de consultant pour faciliter un changement. Pour être efficace, il met en action des habiletés à deux niveaux, sur le plan du contenu de la problématique et pour les aspects relationnels entre les membres du système client et lui. Tout comme l'ont affirmé plusieurs auteurs en psychologie organisationnelle (Block, 2000; Kampa-Kokesch & Anderson, 2001; Kurpius, Fuqua, & Rozecki, 1993; Lescarbeau, Payette, & St-Arnaud, 2003; Lippitt & Lippitt, 1980; Schein, 1999)

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Jönsson, Sandra. "Client work, job satisfaction and work environment aspects in human service organizations /." Lund : Stockholm : Department of Psychology, Lund University ; Arbetslivsinstitutet, 2005. http://www.arbetslivsinstitutet.se/pdf/20051202_SandraJonsson.pdf.

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17

Cheng, Jianxi. "The impact of strategic decisions on construction client satisfaction : an assessment framework." Thesis, University of Wolverhampton, 2008. http://hdl.handle.net/2436/47313.

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For some considerable time, client satisfaction has been a problematic issue in the UK construction industry with many projects failing to satisfy the client needs and meet or exceed the client expectations. Client satisfaction is, however, a key performance measure and a major determinant of project success. There is a common belief that strategic decisions made by clients have a significant impact on the levels of client satisfaction. Strategic decisions in the context of construction projects are often associated with project stages including pre-design, design, tender, construction, occupa

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18

Custer, Melba G. "DEVELOPING A MODEL OF CLIENT SATISFACTION WITH A REHABILITATION CONTINUUM OF CARE." UKnowledge, 2012. http://uknowledge.uky.edu/rehabsci_etds/7.

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Client satisfaction is an important outcome indicator because it measures multiple domains of the quality of healthcare and rehabilitation service delivery. It is especially important in occupational therapy because it is also client-centered. There are multiple domains of satisfaction and findings described in previous research; however, there is no single standard of measuring client satisfaction or any single working model describing the relationship among variables influencing satisfaction. This research was designed to apply a measure of satisfaction in rehabilitation and to develop a wor

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19

Philippe, Jean. "Satisfaction du client et qualité des interactions de service : l'ordinateur au guichet." Aix-Marseille 3, 1996. http://www.theses.fr/1996AIX32023.

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Cette thèse propose et teste un modèle d'analyse de l'interaction de service en distinguant les formes de l'interaction. La plupart des analyses de l'interaction considèrent la rencontre de service comme une interaction individuelle, un face-à-face, une dyade où les rôles du client et du personnel sont bien définis pour produire le résultat du service. A contrario, elles servent de point d'appui pour évaluer les situations de libre-service où le client est seul face aux machines à service : absence d'interaction humaine, communication digitale, caractère interactif du support physique des serv

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20

Jouandeau, Alain Martin Robert Dujet Christiane. "Contribution à la modélisation de la satisfaction client par la logique floue." Villeurbanne : Doc'INSA, 2006. http://docinsa.insa-lyon.fr/these/pont.php?id=jouandeau.

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21

Jouandeau, Alain. "Contribution à la modélisation de la satisfaction client par la logique floue." Lyon, INSA, 2004. http://theses.insa-lyon.fr/publication/2004ISAL0063/these.pdf.

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Le baromètre de la satisfaction est nécessaire à la qualité. Nous présentons quelques modèles (économiques, psychologiques) et les théories qui sous tendent nos travaux (représentations sociales et logique floue) avant de décrire le mode��le utilisé pour le baromètre. La notion de vague sémantiques montre que la logique floue est la plus adaptée pour ce type de problème. Dans la méthode REMODSET, les fonctions d'appartenance sont obtenues à partir de la représentation sociale des appréciations. Il est possible de construire les fonctions d'appartenance des appréciations à partir de leur représ

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22

Olatokun, E. O. "Requirement elicitation using knowledge capturing (KC) techniques during the client briefing process for improved client satisfaction in the UK construction industry." Thesis, University of Salford, 2017. http://usir.salford.ac.uk/43826/.

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Knowledge management in recent times has been considered a major source of competitive advantage in many business organisations in which the construction industry is a major player. Knowledge management includes the generation, capturing, sharing, transfer, re-use, storage, communication, of knowledge with the aim to improve organisational or project effectiveness. One important factor however that influence or impacts organisational effectiveness in relation to knowledge management is the ability to capture and codify knowledge that resides in the minds or sub-consciousness of individuals. Kn

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23

Ghaly, Marina Adele. "Client outcomes in a community health setting." Thesis, The University of Arizona, 1990. http://hdl.handle.net/10150/277274.

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A descriptive design was used to describe five client outcome scales as potential measures of quality care in home health care: discharge status, client satisfaction, medication adherence, general symptom distress and caregiver strain. The conceptual model used necessitated three separate samples: a discharged sample of 20 clients, an active client sample of 14 subjects and a caregiver sample of three subjects for a total of 37 subjects. Structured interviews and questionnaires were used; descriptive statistics were applied to scores. The most notable indicator of quality of care, the medicati

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McGuiness, Clare Frances, and clare mcguiness@calvary-act com au. "Client perceptions : a useful measure of coordination of health care." The Australian National University. National Centre for Epidemiology and Population Health, 2001. http://thesis.anu.edu.au./public/adt-ANU20020124.141250.

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Despite the many interventions and trials aimed at improving coordination of health care, there is currently no accepted measurement of coordination. My professional interests and an opportunity provided by the Care Plus (Coordinated Care) Trial in the ACT led me to consider client perceptions as a potentially appropriate measure. My research question is can coordination of health care be usefully measured through client perceptions? ¶ I addressed this question by developing and testing an instrument to measure perceptions of coordination called the Client Perceptions of Coordination Que

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25

Tajudeen, Syazana Binti. "TREATMENT GAINS IN ANTISOCIAL ATTITUDES AND MENTAL HEALTH IN RELATION TO CLIENT SATISFACTION." OpenSIUC, 2021. https://opensiuc.lib.siu.edu/theses/2863.

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The U.S. has the highest prison population per capita where more than one million are imprisoned. Prisoners who experienced mental illness comprise 6.5 to 10 percent of the prison population. Mentally ill patients have been shown to have higher incarceration rates relative to the average adult population. Antisocial or offence-supporting attitudes are one viable means of change in offender treatment. Offender treatment services that address antisocial attitudes have higher treatment effects relative to those that address other risk domains. Client satisfaction is viewed as one of the three maj

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26

Wilks, Chrisanne. "Factors Associated with Client Satisfaction at Community-based Mental Health Agencies in Ohio." The Ohio State University, 2015. http://rave.ohiolink.edu/etdc/view?acc_num=osu1448966548.

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27

Dunham, Radha Gaia. "Client Characteristics and Therapist Competence and Adherence to Family Therapy for Schizophrenia." Scholarly Repository, 2008. http://scholarlyrepository.miami.edu/oa_theses/113.

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The current study aims to clarify how therapist competence/adherence relates to client characteristics, consumer satisfaction, and dropout rates for family interventions for schizophrenia. The study was conducted as part of a larger treatment trial which will test the efficacy of a culturally informed therapy for schizophrenia (CIT-S), against a treatment as usual (TAU) comparison group. Encouragingly, overall, therapists were found to demonstrate very high levels of competence/adherence in both treatment conditions. As hypothesized, less severe psychiatric symptoms and lower ratings of fami

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28

Marion, Frédéric. "La participation du client à la réalisation du service en milieu interorganisationnel." Lyon 3, 1996. http://www.theses.fr/1996LYO33001.

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Les questions de recherche auxquelles cette thèse essaie de répondre sont les suivantes : - pourquoi un client adopte un complément en matière de coproduction d'un service plutôt qu'un autre ? - comment peut-on mieux gérer ce comportement ? En partant de la littérature service, l'auteur a élabore un corps d'hypothèses articule autour des concepts de coopération, apprentissage et disponibilité du client. Une analyse qualitative de seize cas de réalisation d'un service dans un contexte inter organisationnel a permis d'explorer ces conditions de la participation dans trois entreprises de services

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La, Vinh Quang Marketing Australian School of Business UNSW. "An empirical investigation of client perceived value for professional B2B services in an international context." Awarded by:University of New South Wales. School of Marketing, 2005. http://handle.unsw.edu.au/1959.4/22426.

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In today???s highly competitive business environment, client perceived value has become increasingly important to practitioners and business researchers as it is believed to be central to client decision-making, satisfaction and client retention. However, there are few insights as to what constitutes client perceived value and what are its antecedents, especially in the context of international, professional business-to-business (B2B) services. This study thus addressed two key questions: (i) what are the antecedents of client perceived value in an international, professional B2B service setti

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Mornet, Chantal. "Le patient-client à l'hopital : contribution à la formulation d'une métamorphose." Lyon 3, 2000. http://www.theses.fr/2000LYO33028.

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Les gestionnaires des organismes de santé sont soumis à l'obligation d'évaluer la satisfaction du patient depuis l'ordonnance de 96. On ne peut décider que le service rendu est satisfaisant ou fixer ce qu'est la satisfaction d'un patient sans le questionner pour le laisser témoigner sur son expéreince. Nous avons donc une démarche qualitative avant de formuler un questionnaire d'évaluation. Le patient arrive avec certaines représentations qu'il confronte avec d'autres représentations construites pendant son hospitalisation. Le soignant constitue un élément prépondérant dans l'environnement du

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31

Lefranc, Elisabeth. "Le management de l'experience client : au-delà des enquêtes satisfaction, la mesure de l'expérience vécue." Phd thesis, Conservatoire national des arts et metiers - CNAM, 2013. http://tel.archives-ouvertes.fr/tel-00880325.

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L'objet de cette thèse est d'apporter une contribution à la fois théorique et opérationnelle concernant la mesure de l'expérience vécue comme élément clé d'un véritable management de l'expérience client.Partant de la pratique, la démarche prend appui sur des recherches provenant de différents champs disciplinaires : économie et gestion des services, qualité, stratégie, marketing, management de la performance et apprentissage organisationnel.Nous proposons un modèle du management de l'expérience client comportant quatre dimensions en interaction : l'expérience voulue (par les dirigeants), l'exp

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Aoufi, Abdelkader. "Les interactions entreprise-client : l'organisation de la prestation de service et la satisfaction des cleints." Versailles-St Quentin en Yvelines, 2008. http://www.theses.fr/2008VERS004S.

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Mieux comprendre les enjeux et les interactions permanentes entre l'organisation de la prestation de service et la satisfaction des clients, notre réflexion porte sur la maîtrise d'une donnée qualitative majeure pour les entreprises de service qui est la satisfaction de leurs clients. Alors que la satisfaction et la qualité sont aujourd'hui reconnues comme des éléments clés de différenciation des entreprises, les leviers d'actions conduisant à leur formation ne sont pas aussi évidents ; ils restent relativement méconnus. A partir de deux études de cas, l'attente en bureau de Poste et le servic

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Ben, Halima Rym. "Impact de l'orientation marché sur la satisfaction client : pour une contribution au paradigme orientationmarché, performance." Nice, 2009. http://www.theses.fr/2009NICE0013.

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La présente recherche tente d’apporter une contribution au paradigme orientation marché,performance. Elle choisit pour cela d’emprunter la voie de recherche initiée par Deshpandé,Farley et Webster (1993) en adoptant la perspective client. La question centrale à laquelle elleentreprend d’apporter des éléments de réponse est la suivante : Comment se manifestent lesretombées de l’orientation marché de l’entreprise sur les dimensions de la performance client,notamment la satisfaction du distributeur ?L’objectif principal de cette thèse est d’établir et de valider un modèle mettant en relationselon

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34

Davies, Gareth M. "An empirical study of client satisfaction with service recovery within a South African banking institution." Thesis, Rhodes University, 2004. http://hdl.handle.net/10962/d1003845.

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In many industries, service is the critical determinant of success or failure. Service failure is almost inevitable, and this has the potential for the organisation to lose its customer. However, if implemented successfully, Service Recovery can rectify the breakdown in service, and turn angry, frustrated customers into loyal ones. Service Recovery is vital for profitability, especially for companies operating in the services market, like First National Bank (FNB). Unfortunately, few service firms know how satisfied customers are with their Service Recovery efforts, and FNB is no exception. Th

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Wungchun, Kittipadakul Nonglak Pancharuniti. "Client satisfaction towards oral health services under universal health coverage project in Singburi province, Thailand /." Abstract, 2004. http://mulinet3.li.mahidol.ac.th/thesis/2547/cd363/4637905.pdf.

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36

Pilon, Yolande. "Étude de la perception et du degré de satisfaction du client face à son thérapeute." Thèse, Université du Québec à Trois-Rivières, 1990. http://depot-e.uqtr.ca/5459/1/000587585.pdf.

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Murray, Anne. "Retention, Grade Point Average & Client Satisfaction of Professionally Counseled Freshmen & Peer Counseled Freshmen." TopSCHOLAR®, 1986. https://digitalcommons.wku.edu/theses/2683.

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Samples from two populations, entering freshmen at Western Kentucky University who were either peer counseled/advised or professionally counseled/advised, were compared on three vairables: (i) retention rate as sophomores, (2) freshman grade point averages earned. and (3) client satisfaction with counseling/advisement services. The variance between the means of the two freshmen groups was analyzed using a two tailed t test. There was no significant difference between groups in retention or grade point average. There was, however, significant difference in client satisfaction between the peer c

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38

Quiroz, Jose de Jesus. "A survey of client satisfaction with agency services provided by Trinity Children and Family Services." CSUSB ScholarWorks, 2001. https://scholarworks.lib.csusb.edu/etd-project/1997.

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The study explores and describes the satisfaction that clients placed at Trinity Children and Family Services have with the agency's therapeutic services. Therapeutic services in this case refers to the therapy that the residents receive from their individual and group therapists, and their interactions with the unit case manager/dorm supervisor and unit counselors.

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Gentric, Michel. "La relation client-magasin : de la stimulation sensorielle au genius loci." Rennes 1, 2005. http://www.theses.fr/2005REN1G012.

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Phillips, Karon L. "Cultural Competence in Health Care: A Client-Based Perspective." Scholar Commons, 2009. http://scholarcommons.usf.edu/etd/3681.

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In response to the presence of health disparities among a diverse population of older adults, creating culturally competent health care services has emerged as a possible method to help reduce and eventually eliminate inequalities in health care. However, little information exists concerning the effectiveness of cultural competence, and even less is known about how culturally competent clients perceive their providers to be. This dissertation examined a number of indicators related to cultural competence, including the predictors of client-provider racial/ethnic concordance, client perceptions

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41

Van, der Walt J. J., and K. Botes. "The quality of service delivery by the estate agency industry in Bloemfontein." Interim : Interdisciplinary Journal, Vol 5, Issue 1: Central University of Technology, Free State, Bloemfontein, 2006. http://hdl.handle.net/11462/419.

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Published Article<br>'n Groot hoeveelheid eiendomsagente het tot die eiendomsagentskapsbedryf toegetree in die laaste paar jaar. Tersel fdertyd het die kliënte se beoordeling van die kwaliteit van dienslewering deur eiendomsagente in die bedryf 'n afwaartse neiging getoon. Hierdie persepsie van swak kwaliteit lei tot 'n negatiewe impak op die bedryf. Navorsing gedurende 2004 het uitgewys dat kliënte in die Bloemfontein streek oor die algemeen nie tevrede is met die gehalte van dienslewering deur eiendomsagente in die bedryf nie. Respondente het sekere areas waar verbeterde hoë vlak dienslewe

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Garry, Anthony Joseph. "Affect and the role of client sophistication on satisfaction judgments within business-to-business professional services." Thesis, University of Nottingham, 2008. http://eprints.nottingham.ac.uk/11380/.

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Evidence which demonstrates a link between the affective dimension and satisfaction in a tangible product based context is well documented. However, when placed in a credence service context the role of Affect becomes more complex insofar as research suggests that consumers will partly use their affective reaction to the service provider when evaluating overall satisfaction. However, previous research in this field has assumed consumer homogeneity when there is increasing evidence of consumer heterogeneity. Consequently, this research attempts to address this deficiency by exploring the role o

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Morris, Prima Amelia Escalona. "Development of an instrument for measuring and analyzing client satisfaction for Navy Regional Data Automation Centers." Thesis, Monterey, California. Naval Postgraduate School, 1988. http://hdl.handle.net/10945/23173.

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Client satisfaction was considered to be a critical indicator of the effectiveness of the services provided by the Navy Regional Data Automation Centers (NARDACs). The purpose of this thesis was to develop the means to measure this indicator. Interviews of twenty-eight middle management clients served by NARDACs in four geographical regions within CONUS were conducted. Forty-four items that influence satisfaction were identified belonging to eight factor dimensions of the client satisfaction domain. The Likert Scale methodology was employed in the construction of the measurement instrument. Th

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Roberts, Kathy Patrice. "The effects of primary disability types on handicapped persons utilizing rehabilitation services: measures of client satisfaction." DigitalCommons@Robert W. Woodruff Library, Atlanta University Center, 1989. http://digitalcommons.auctr.edu/dissertations/2509.

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The primary purpose of this study was to determine the degree to which clients were satisfied with rehabilitation counseling services. A secondary purpose was to determine if primary disability types such as psychotic disorders, mental and emotional disturbance and mental retardation, borderline (IQ range 70 to 85) influenced the degree to which clients expressed satisfaction with services rendered. The study was conducted in Atlanta, Georgia. Data were obtained from former clients of the XYZ rehabilitation center. Data on 83 former clients who received rehabilitation counseling at XYZ rehabil

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Seck, Anne Marianne. "Qualité de service et satisfaction du client dans un contexte de distribution multi canal des services." Aix-Marseille 3, 2009. http://www.theses.fr/2009AIX32040.

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Cette recherche s’inscrit dans le cadre d’une meilleure compréhension de l’évaluation du client de son expérience de service dans un contexte multi canal. Nous avons cherché à comprendre comment l’utilisation par le client de plusieurs canaux, dans sa relation avec l’entreprise de service influence l’évaluation de son expérience globale. L’hypothèse centrale de notre recherche est que la satisfaction globale du client multi canal dépend à la fois de la qualité de service perçue dans l’ensemble des canaux utilisés et de la manière dont ces canaux sont intégrés. La démarche méthodologique s’appu

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Lahna, Leila. "Amélioration de l’expérience d’achat en ligne et de la satisfaction client par le recours au nudge." Thesis, université Paris-Saclay, 2021. http://www.theses.fr/2021UPASI003.

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L’objet de cette recherche est d’étudier l’influence du nudge sur l’expérience d’achat en ligne ainsi que sur la satisfaction qui en découle. Une expérience d’achat peut comprendre de nombreuses situations décisionnelles qui amènent le consommateur à prendre les commandes et à participer à la co-création de son propre parcours. Or de nombreuses recherches ont montré que le consommateur ne prend pas toujours des décisions qui vont dans le sens de son intérêt. Le consommateur peut donc affecter son expérience d’achat et la satisfaction qui en résulte. Pour accompagner le consommateur et l’orient

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White, James Michael. "The Development and Testing of an Instrument to Measure Client Satisfaction of Child Protective Service Families." PDXScholar, 1991. https://pdxscholar.library.pdx.edu/open_access_etds/1289.

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The purpose of this study was to develop and test an instrument to measure client satisfaction among families who are clients of a child protective services agency. With the growing numbers of families coming into contact with CPS agencies, the burgeoning numbers of children in foster care, and the increasing attention to the effectiveness of services within this population, client feedback is one approach that has been largely ignored by CSP administrators. The basic problem this dissertation addressed is the issue of obtaining feedback from the involuntary client, such as the family in a chi

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Hansson, Hampus. "Striving for excellence in quality when delivering projects in a new country to exceed client expectations and increase client satisfaction : A case study at Jacobs Engineering Group." Thesis, Luleå tekniska universitet, Institutionen för ekonomi, teknik och samhälle, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:ltu:diva-74909.

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When entering a new market and working for a new client, delivery of consistent and high quality is of great importance for future opportunities. Studies have shown that from having a good internal quality control and quality assurance for client deliveries leads to increased client satisfaction and consequently more successful projects. To study this connection and how to meet client expectations when working in a new country, this thesis outlines a case study performed at Jacobs Engineering Group (Jacobs) in Stockholm. Quality is defined as the processes used to strive for a degree of percei

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Rudchenko, Veronika. "Customer satisfaction in Hospitality." Doctoral thesis, Universitat Rovira i Virgili, 2017. http://hdl.handle.net/10803/456299.

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La presente tesis doctoral tiene como objetivo principal analizar la satisfacción del cliente en tres hoteles de diferente categoría, desde tres a cinco estrellas, situados en la ciudad de San Petersburgo en Rusia. La estructura de la tesis doctoral se presenta en tres partes bien diferenciadas: (1) Se realiza una profunda revisión sistemática de la literatura sobre la satisfacción del cliente centrándose particularmente en las ciencias sociales y la economía, analizando también las diferencias observadas por regiones geográficas comparando los resultados de la literatura internacional con los

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Renaud, Jean-Sébastien. "Validation du modèle de fidélisation du client de Oliver." Thesis, Université Laval, 2005. http://www.theses.ulaval.ca/2005/23215/23215.pdf.

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La satisfaction du client, parce qu’elle serait un prédicteur de la fidélité à l’entreprise, revêt une importance capitale pour les entreprises contemporaines. Mais, bien que la présence d’un lien entre ces deux variables soit soutenue par la littérature scientifique, peu de modèles expliquent cette relation. Cette étude avait donc pour objectif de tester le modèle de fidélisation du client de Oliver (1980, 1997), basé sur la théorie de l’action raisonnée (Fishbein & Ajzen, 1975). L’échantillon était composé d’étudiants de l’Université Laval et de l’Université du Québec à Rimouski. Les échelle

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