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Les classiques mesures de la satisfaction sont-elles toujours adaptées ? Le cas des Maisons de Retraite

Author

Listed:
  • Nora Bezaz

    (CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine)

  • Christian Dianoux

    (CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine)

  • Géraldine Thévenot

    (CEREFIGE - Centre Européen de Recherche en Economie Financière et Gestion des Entreprises - UL - Université de Lorraine)

Abstract

La satisfaction en maison de retraite présente des particularités rendant sa mesure complexe et nécessitant sans doute une adaptation des outils classiquement utilisés. En effet, la faible variabilité des taux de satisfaction généralement relevés (autour de 85% quel que soit l'établissement) posent problème quand l'on considère la mesure de la satisfaction comme un outil au service de l'amélioration des prestations. Dès lors, la question qui se pose, et à laquelle nous tenterons de répondre, est de déterminer quelles sont les spécificités de ce type de service qui rendent les outils classiquement utilisés pour mesurer la satisfaction inadaptés, et envisager de nouvelles pistes vers d'autres techniques de recueil.

Suggested Citation

  • Nora Bezaz & Christian Dianoux & Géraldine Thévenot, 2017. "Les classiques mesures de la satisfaction sont-elles toujours adaptées ? Le cas des Maisons de Retraite," Post-Print hal-02171086, HAL.
    • Handle: RePEc:hal:journl:hal-02171086
    as

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