PERFORMANCE IN THE SERVICE QUALITY MANAGEMENT SYSTEM: A THEORETICAL AND CONCEPTUAL FRAMEWORK

This paper aims to understand a theoretical and conceptual understanding of the relationship between performance and the quality management system in the context of services. Our problem investigates the variables that influence the realization of performance as a determining element for operating in the quality management system of services. We have attempted to carry out a literature review on the links between performance, quality and service in order to define performance in the context of a service quality management system. We approached the evaluation of performance through key performance indicators in the context of services, namely customer satisfaction and loyalty. We have demonstrated the relationship between the concept of satisfaction and the notion of loyalty in the review of marketing literature and economic literature. We hypothesized that the dimensions of standardization, commitment, trust and digitalization have a positive influence on performance in the service quality management system. This theoretical and conceptual framework led us to develop our research model. In the future, we will attempt to validate and complete these hypotheses using an exploratory qualitative study and a confirmatory quantitative survey.

ZOUITNI, LAMIA; CHAKOR, ABDELLATIF

Revue Internationale du Marketing et Management Stratégique (2024)

Vol. 6 N° 1 (2024)

DOI: 10.34874/PRSM.rimms-vol6iss1.51012

Import OAI-PMH · Identifiant source : oai:revues.imist.ma:article/51012