[ La relation entre le facteur humain et la qualité perçue de service dans le secteur de la santé en Tunisie : Cas de l'INNTA ]
Volume 19, Issue 2, December 2015, Pages 244–251
Haykel BEN KHELIL1 and Néji Bouslama2
1 Doctorant à la FSEG de Tunis, Tunisia
2 University of Tunis El Manar, FSEG Tunis, Tunisia
Original language: French
Copyright © 2015 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
The objective of this research is to extend the marketing literature towards the public sector by understanding the relationship between the human factor translates relationship marketing and quality of service offered in public administrations.
The human factor will develop the perceived service quality which is in its turn will reinforce the customer satisfaction.
This study will be applied to the sector of health in Tunisia. Twelve interviews were conducted with patients who were stayed at the National Institute of Nutrition and Food Technology (INNTA).
Author Keywords: quality of service, human factor, satisfaction, health sector.
Volume 19, Issue 2, December 2015, Pages 244–251
Haykel BEN KHELIL1 and Néji Bouslama2
1 Doctorant à la FSEG de Tunis, Tunisia
2 University of Tunis El Manar, FSEG Tunis, Tunisia
Original language: French
Copyright © 2015 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
The objective of this research is to extend the marketing literature towards the public sector by understanding the relationship between the human factor translates relationship marketing and quality of service offered in public administrations.
The human factor will develop the perceived service quality which is in its turn will reinforce the customer satisfaction.
This study will be applied to the sector of health in Tunisia. Twelve interviews were conducted with patients who were stayed at the National Institute of Nutrition and Food Technology (INNTA).
Author Keywords: quality of service, human factor, satisfaction, health sector.
Abstract: (french)
L'objectif de cette recherche est d'étendre la littérature en marketing vers le secteur public par la compréhension de la relation entre le facteur humain traduit par le marketing relationnel et la qualité de service offert dans les établissements publics.
Le facteur humain va développer la qualité perçue de service qui est à son tour va renforcer la satisfaction de la clientèle.
Cette étude sera appliquée au secteur de la santé en Tunisie. Douze entretiens ont été réalisés avec des malades qui ont été séjournés à l'Institut National de Nutrition et Technologie Alimentaire (INNTA).
Author Keywords: qualité de service, facteur humain, satisfaction, secteur de la santé.
How to Cite this Article
Haykel BEN KHELIL and Néji Bouslama, “The relationship between the human factor and the perceived quality of service in the health sector in Tunisia: Case INNTA,” International Journal of Innovation and Scientific Research, vol. 19, no. 2, pp. 244–251, December 2015.
