Continuité ou discontinuité : un test empirique de la satisfaction des internautes pour les fournisseurs d'accès et de services internet



This article suggests verifying the continuous character of the transactional satisfaction and discontinuous of the relational satisfaction of the Internet users towards their "Provider". In this purpose, the consumer satisfaction applied to the field of the Internet Services is modelled by means of the methods of structural equations (PLS-Graph) and of the catastrophe theory (GEMCAT). The obtained results confirm at first paradigm of the dissonance as the explanation of the process of consumer satisfaction forming then the relevance of the longitudinal studies and finally justify the use of the catastrophe theory to report the discontinuous character of the consumer satisfaction.


Consumer satisfaction;Internet Services Provider;Modelling;Structural equation, Catastrophe theory

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