ANALYSE COMPARATIVE DU DEGRE DE SATISFACTION CLIENTS DANS LES SITES TOURISTIQUES DE KABARE: CAS DU SITE DE MOSHO ET EFFO PERSO

Abstract

The tourist destination in the DRC is developing in a rudimentary way, thus not leaving customer satisfaction following the quality of the roads and services as well as the lack of training on the part of the staff engaged in various tourist sites. Customer satisfaction in tourism is far from being achieved in various tourist sites of the place. Currently, tourists or customers are confronted with an abundance of services capable of satisfying their daily needs and desires. EFFO PERSO and MOSHO as tourism and commercial companies operating in a competitive environment are therefore not spared from the imperatives related to maximizing customer satisfaction. In this study, the analysis of the importance of the services offered by a tourist institution on its performance as well as the level of customer satisfaction; was our search engine. In the sale of its services, EFFO PERSO and MOSHO face challenges related to customer satisfaction. However, the objective of this study which is to compare customer satisfaction in the tourist site of MOSHO and EFFO PERSO led to the following results: - Customers are satisfied at EFFO PERSO (89.83%) than at Km 13 or the MOSHO site (41.71%); - They are dissatisfied with the MOSHO site (15.62%) than with EFFO PERSO (4.61 %%); - They are very dissatisfied with the MOSHO site (13.31%) than with EFFO PERSO (0.31%). In addition, these two institutions must set up strategies for a very good satisfaction and loyalty of their customers, by creating a better environment for the consumption of tourist products.