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Conceptualisation et mesure de la qualité perçue d'un service public

Author

Listed:
  • William Sabadie

    (COACTIS - COnception de l'ACTIon en Situation - UL2 - Université Lumière - Lyon 2 - UJM - Université Jean Monnet - Saint-Étienne)

Abstract

In front of the report of the dissatisfaction of the users, successive reforms in public services focused on the quality of the servuction. The measure of perceived quality is in the centre of the public services commitment steps. This article attempts to propose a framework of analysis to estimate the public services to report the complexity of the status of the user at the same moment customer, subject and citzen. After trying to conceptualize the perceived quality, the link between perceived quality, satisfaction and engagement has been studied in the public services redistributive context, as well public utilities. Such an approach has permitted clarifies how to transpose the works issuing from the private sphere.

Suggested Citation

  • William Sabadie, 2003. "Conceptualisation et mesure de la qualité perçue d'un service public," Post-Print halshs-00467927, HAL.
    • Handle: RePEc:hal:journl:halshs-00467927
    as

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    Citations

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    Cited by:

    1. David Carassus & Marcel Guenoun & Younes Samali, 2017. "Looking for savings in local governments: what devices to what rationalities? More control or more steering? [La recherche d’économies dans les collectivités territoriales : quels dispositifs pour ," Post-Print hal-01794397, HAL.
    2. Muriel Jougleux, 2014. "Démarches qualité et performances des services : quand l'esprit vient aux services..," Working Papers hal-01122932, HAL.
    3. Mathilde Collinet-Ourthe & David Carassus & Pierre Marin, 2018. "La prise en compte de la parole de l’usager en action sociale : une application locale du modèle Qualité des Services Publics (QSP)," Post-Print hal-02142224, HAL.
    4. Mathilde Collinet-Ourthe & David Carassus & Pierre Marin, 2021. "Une approche originale du pilotage de l’action sociale locale : tentative de rénovation des modes de faire par la valeur publique. Le cas de l’Analyse des Besoins Sociaux de deux CCAS/CIAS," Post-Print hal-03552555, HAL.
    5. Zrelli, Imen & Demnati, Haykel & Ben Yedder, Moez, 2019. "The effect of the interaction between tariff modulation and transparency on the customer's dissatisfaction: The case of Tunisia," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 1-10.
    6. Houda El Mohafidi & Khaddouj Karim, 2023. "The relation of the new public management perspectives to service quality within public establishments and enterprises: A theoretical approach," Post-Print hal-04156099, HAL.
    7. Ina Radtke & Noortje Hoevens & Taco Brandsen & Marlies Honingh, 2023. "Assessing the Quality of Digital Coproduction: An Interdisciplinary Model," Administrative Sciences, MDPI, vol. 13(3), pages 1-9, February.

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