Cet article porte sur les problèmes de mesure de la satisfaction des consommateurs. Une étude empirique montrera comment on peut identifier les énoncés décrivant les bornes de la zone d'indifférence. Nous présenterons une répartition des énoncés de la littérature en énoncés d'insatisfaction, d'indifférence et de satisfaction. Sur la base de ces résultats une échelle de mesure de satisfaction ordinale sera proposée. Les bornes supérieures des énoncés de l'échelle seront calculées en application d'une variante de la loi des jugements catégoriels de Thurstone.
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