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De l'indicateur à l'évaluation de la satisfaction des usagers

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  • Aurélien Ragaigne

    (LOG - Laboratoire Orléanais de Gestion - Université d'Orléans)

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    Abstract

    Hommes politiques et gestionnaires publics s'accordent à vouloir faire de l'écoute des usagers le centre des préoccupations du service public. L'indicateur de satisfaction des usagers est ainsi présenté comme une mesure de la performance publique. Cependant, la place de cet indicateur non financier est loin d'être définie dans la gestion publique. Les travaux en contrôle de gestion ont jusqu'à présent abordé les indicateurs non financiers en mettant en évidence une contingence du choix des indicateurs et des apports différenciés selon les grilles théoriques mobilisées. En revanche, peu de travaux se sont intéressés aux liens entre l'indicateur et son évaluation, laissant dans l'ombre le rôle des acteurs et du contexte sur l'évaluation. A l'aide d'entretiens, cette recherche étudie les liens entre l'indicateur et l'évaluation de la satisfaction des usagers dans le cadre spécifique des services publics locaux. Les différences de pratiques entre structures révèlent des stratégies publiques variées d'obtention de la connaissance. Les responsables territoriaux adaptent l'outil dans le cadre d'une procédure de concertation interne.

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    File URL: http://halshs.archives-ouvertes.fr/docs/00/52/58/27/PDF/p72.pdf
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    Bibliographic Info

    Paper provided by HAL in its series Post-Print with number halshs-00525827.

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    Date of creation: May 2008
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    Publication status: Published - Presented, LA COMPTABILITE, LE CONTRÔLE ET L'AUDIT ENTRE CHANGEMENT ET STABILITE, 2008, France
    Handle: RePEc:hal:journl:halshs-00525827

    Note: View the original document on HAL open archive server: http://halshs.archives-ouvertes.fr/halshs-00525827/en/
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    Web page: http://hal.archives-ouvertes.fr/

    Related research

    Keywords: Evaluation; satisfaction; usagers; collectivité territoriale; indicateur;

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    1. Lorino, Philippe, 2007. "Stylistic Creativity in the Utilization of Management Tools," ESSEC Working Papers DR 07007, ESSEC Research Center, ESSEC Business School.
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