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

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

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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.

Keywords: perceived quality; public service; perceived justice; commitment; qualité perçue; service public; satisfaction; justice perçue; engagement (search for similar items in EconPapers)
Date: 2003-03-01
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Citations: View citations in EconPapers (7)

Published in Recherche et Applications en Marketing (French Edition), 2003, 18 (1), pp.1-24

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-00467927

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