Indirect costs of non-quality: What model to minimize the cost of dissatisfaction in utilities? Study on the urban public transport service

Résumé

Non-quality leads to losses of market share, a deterioration of the company's reputation, the departure of customers...: a loss of earnings difficult to measure.But what about utilities with natural monopoly?Non-quality may turn into collective complaints and social instability whose cost and consequences may be more harmful!This article presents a model of perceived quality determinants predicting satisfaction of users / clients of common urban transportation.Proposed after a theoretical discussion and empirical validation based on 1210 observations, this model can be used by managers of common public transport services, organizers and operators, for the implementation of suitable quality procedures and thus avoid, indirect costs of non-quality