Abstract:

This paper, on border of the quality management and the public management, discuss the satisfaction of users in a particular field whitch is the local public service (LPS). Indeed, the rise of the LPS reforms has identified the need to improve the quality of services provided to users. On the methodological plan, we mobilized an exploratory qualitative hybrid approach based on the paradigm of Churchill, based on a sample of twelve municipal officials and twenty (fourteen in the urban environment & six in rural areas) users in differents regions of Morocco. The goal through this work is to establish a theoretical model concerning the factors that affect the feeling of satisfaction / dissatisfaction and build the determinants of the perceived quality by the users in context of LPS.