Public Service and Users, a Deep-Rooted Mistrust: Towards a New Efficiency Model for Digital Services?

There are undoubtedly certain shortcomings in the study of satisfaction with public services, as these studies do not provide clear recommendations as to the order of importance of the various dimensions of quality, or how to prioritize their improvement. This creates a major challenge for the efficient allocation of resources. Indeed, without a clear prioritization of the dimensions to be improved, it becomes difficult to target the most important problems and maximize the results of the efforts deployed. Our study proposes to address this issue by conducting an analysis combining several methods - the lexicometric method (Reinert method) (Ratinaud & Marchand, 2016; Reinert, 1993, 1999, 2001) and a semantic analysis (Ghiglione et al., 1998; Seignour, 2011) - on 32,180 user opinions concerning the performance of 8 companies and public organizations, such as Assurance Maladie, RATP, CAF, ADP, EDF, France Travail, SNCF and La Poste. The aim is to develop a model for assessing the effectiveness of digital services based on user perceptions. This model will be based on quantitative and qualitative analyses to identify the determining factors in the user experience and optimize services accordingly.