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

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.
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Contributor : William Sabadie Connect in order to contact the contributor
Submitted on : Monday, March 29, 2010 - 3:36:47 PM
Last modification on : Wednesday, May 26, 2021 - 12:48:02 PM


  • HAL Id : halshs-00467927, version 1


William Sabadie. Conceptualisation et mesure de la qualité perçue d'un service public. Recherche et Applications en Marketing (French Edition), SAGE Publications, 2003, 18 (1), pp.1-24. ⟨halshs-00467927⟩



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