IDEAS home Printed from https://ideas.repec.org/p/hal/journl/halshs-00467927.html
   My bibliography  Save this paper

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

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Muriel Jougleux, 2014. "Démarches qualité et performances des services : quand l'esprit vient aux services..," Working Papers hal-01122932, HAL.
    2. 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.
    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.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:halshs-00467927. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.