Les déterminants de la qualité du service public en ligne : un regard dans les administrations publiques camerounaises
The objective of this article is to identify the determinants of the quality of online public services (QSP-L) with a view to characterization in Cameroonian public administrations. To answer this, we are carrying out an exploratory interpretive research, based on a qualitative approach with the cho...
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| Auteurs principaux: | , , |
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| Format: | Article ou chapitre numérique |
| Langue: | Français |
| Publié: |
2025
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| Sujets: | |
| Accès en ligne: | Accès Université d'Orléans et IFPM Accès Université d'Orléans et IFPM |
| Résumé: | The objective of this article is to identify the determinants of the quality of online public services (QSP-L) with a view to characterization in Cameroonian public administrations. To answer this, we are carrying out an exploratory interpretive research, based on a qualitative approach with the choice of the multi-site case study retained as the research design. The data collection was carried out in an experimental field bringing together four (04) Cameroonian administrations in particular, the Ministry of Finance, the Ministry of Public Service and Administrative Reform, the Ministry of Education Superior and the Ministry of Public Procurement. Based on the semi-structured interviews, the theoretical sample consists of a total of eight (08) public officials involved in the digitalization processes of public services in Cameroon. The results from manual and automated content analyzes provide two major lessons: first, the actors' understanding of the quality of online public services and the typologies of digital services observed (Government to Citizen; Government to Employee and Government to Administration) are palpable facts which justify the reality of the phenomenon explored in the context studied. Secondly, the research makes it possible to identify the determinants of the QSP-L under a triple category: the characteristics linked to the quality of the system; those linked to the quality of information and the characteristics relating to the quality of services. In view of the obstacles observed, improvement strategies are proposed in the text to improve the existing situation. |
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