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De l'indicateur à l'évaluation de la satisfaction des usagers

Author

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  • Aurélien Ragaigne

    (LOG - Laboratoire Orléanais de Gestion (1998-2011) - UO - Université d'Orléans)

Abstract

Hommes politiques et gestionnaires publics s'accordent à vouloir faire de l'écoute des usagers le centre des préoccupations du service public. L'indicateur de satisfaction des usagers est ainsi présenté comme une mesure de la performance publique. Cependant, la place de cet indicateur non financier est loin d'être définie dans la gestion publique. Les travaux en contrôle de gestion ont jusqu'à présent abordé les indicateurs non financiers en mettant en évidence une contingence du choix des indicateurs et des apports différenciés selon les grilles théoriques mobilisées. En revanche, peu de travaux se sont intéressés aux liens entre l'indicateur et son évaluation, laissant dans l'ombre le rôle des acteurs et du contexte sur l'évaluation. A l'aide d'entretiens, cette recherche étudie les liens entre l'indicateur et l'évaluation de la satisfaction des usagers dans le cadre spécifique des services publics locaux. Les différences de pratiques entre structures révèlent des stratégies publiques variées d'obtention de la connaissance. Les responsables territoriaux adaptent l'outil dans le cadre d'une procédure de concertation interne.

Suggested Citation

  • Aurélien Ragaigne, 2008. "De l'indicateur à l'évaluation de la satisfaction des usagers," Post-Print halshs-00525827, HAL.
    • Handle: RePEc:hal:journl:halshs-00525827
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00525827
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    References listed on IDEAS

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