DefinePK

Abstract

The purpose of this paper is to show the effects of perceived quality (of products and/or services) on customer satisfaction in very low-income countries. The approach here is qualitative and data collection is realized with some semi-structured interviews, on various customers of two (2) private companies. The qualitative data is transcribed by hand, and then a content analysis is made. The results show that product quality or service quality has some effects on customer satisfaction in the context. The recommendation is that companies in the context should offer high quality products and quality services to increase customer satisfaction.
Keywords: Quality, Customer satisfaction, Products, Services, Marketing, Burkina Faso.