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

Rémy Park (), Philippe Mouillot () and Sophie Cros ()
Additional contact information
Rémy Park: UP - Université de Poitiers = University of Poitiers, CEREGE [Poitiers, La Rochelle] - Centre de recherche en gestion - UP - Université de Poitiers = University of Poitiers - ULR - La Rochelle Université - Excelia Group | La Rochelle Business School, LEMNA - Laboratoire d'économie et de management de Nantes Atlantique - Nantes Univ - IAE Nantes - Nantes Université - Institut d'Administration des Entreprises - Nantes - Nantes Université - pôle Sociétés - Nantes Univ - Nantes Université
Philippe Mouillot: UP - Université de Poitiers = University of Poitiers, CEREGE [Poitiers, La Rochelle] - Centre de recherche en gestion - UP - Université de Poitiers = University of Poitiers - ULR - La Rochelle Université - Excelia Group | La Rochelle Business School
Sophie Cros: NIMEC - Normandie Innovation Marché Entreprise Consommation - UNICAEN - Université de Caen Normandie - NU - Normandie Université - ULH - Université Le Havre Normandie - NU - Normandie Université - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université - IRIHS - Institut de Recherche Interdisciplinaire Homme et Société - UNIROUEN - Université de Rouen Normandie - NU - Normandie Université

Post-Print from HAL

Abstract: 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.

Date: 2025-06-25
References: Add references at CitEc
Citations:

Published in KAPA, Seoul National University, Jun 2025, Séoul, South Korea

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05022492

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().