LA RELATION ENTRE LA PERCEPTION DE LA QUALITÉ ET LA FIDÉLITÉ RELATIONNELLE : LE CAS DU SECTEUR HOSPITALIER PRIVÉ EN TUNISIE

The purpose of this paper is to present then to test a conceptual model which examines the potential interactions between the perceived quality of services and consumer's loyalty. Without claiming exhaustiveness, our research tries to highlight the manifestations of loyalty in its relational approach, the quality of the relation (satisfaction, trust) as well as the perception of quality. Our objective is, consequently, to check the validity of the theory with an aim of being able to apply it to the particular field of the private hospital sector. [PUB ABSTRACT]