CONTRIBUTION A LA MESURE DE LA QUALITE PERÇUE D'UN SERVICE PUBLIC

Abstract : Successive reforms in public services have underlined the necessity to improve the quality of services to take the users' expectations into better account. While the measure of perceived quality is in the centre of the public services commitment steps, it seems necessary to wonder about the determiners of the quality perceived by the users and to develop a measuring tool associated to that concept. The research done to study the consumers' behaviour has highlighted the role played by the customers'expectations and the main dimensions of a service valuation. But those works do not account for the specificity of the relation between the users and the public services. This research takes particular care over offering a framework of analysis to estimate the public services from the concept of justice in social sciences. After trying to conceptualize the perceived quality, the link between perceived quality and satisfaction has been studied in the public services redistributive context, as well public utilities. Such an approach, integrating the specificities of the field of public services, has permitted to understand perceived quality better and clarifies how to transpose the works issuing from the private sphere. Eventually this research offers instruments to measure the users' opinion. It states the determiners of the quality perceived by the users and its consequences on their satisfaction and commitment.
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Humanities and Social Sciences. Université des Sciences Sociales - Toulouse I, 2001. French


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Contributor : William Sabadie <>
Submitted on : Monday, March 29, 2010 - 3:24:11 PM
Last modification on : Thursday, March 22, 2012 - 2:05:02 PM

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William Sabadie. CONTRIBUTION A LA MESURE DE LA QUALITE PERÇUE D'UN SERVICE PUBLIC. Humanities and Social Sciences. Université des Sciences Sociales - Toulouse I, 2001. French. <tel-00467913>

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