LA RELATION DOUANES USAGERS LES CONDITIONS D’AMÉLIORATION DE LA QUALITÉ DE SERVICE

Abstract

Algerian politicians and public administrators agree today to place satisfaction of the user in the center of the concerns of the public service. The Algerian reform of modernization of the Customs was made in this context marked by the necessity of assuring a quality public service, it was applied during period 2007-2011. The study,
which we led, joins within the framework of a partnership signed between Cread and general direction of the Algerian Customs. It's about a search which implied the participation of the partner during the various stages. This article is a synthesis of this search which lasted two years, it has for first objective an experience feedback as for the use of a mix between quantitative and qualitative methods and as second objective to light that the approach of identification of the nature of the relation customs-users, The results obtained from these two methods allowed us at first to measure the satisfaction of the users of the quality of service offered by the customs administration and secondly, to highlight indicators which can direct the adjustment of the politics of modernization of the Algerian Customs.