The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta‐analysis and an Agenda for Best Practice

The expectancy‐disconfirmation model has become the predominant approach in explaining citizen satisfaction with public services. It posits that citizens compare the performance of a service against their expectations of that service. Satisfaction occurs if the perceived performance meets or exceeds...

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Bibliographic Details
Published in:Public administration review Vol. 82; no. 1; pp. 147 - 159
Main Authors: Zhang, Jiasheng, Chen, Wenna, Petrovsky, Nicolai, Walker, Richard M.
Format: Journal Article
Language:English
Published: Hoboken, USA Wiley Subscription Services, Inc 01.01.2022
American Society for Public Administration
Subjects:
Best practice
Best Practices
Citizen satisfaction
Citizens
Expectation
Expectations
Measurement
Meta-analysis
Public services
Research design
Satisfaction
Systematic review
ISSN:0033-3352, 1540-6210
Online Access:Get full text
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Summary:The expectancy‐disconfirmation model has become the predominant approach in explaining citizen satisfaction with public services. It posits that citizens compare the performance of a service against their expectations of that service. Satisfaction occurs if the perceived performance meets or exceeds the expectations. We provide the first meta‐analysis of the empirical evidence on this relationship, and find that the model is supported across studies. However, our meta‐analysis also indicates that research design choices affect the results and that the scope of public services examined is not comprehensive. We make best practice recommendations for future research to improve the measurement of citizen satisfaction.
Bibliography:indicates studies included in the meta‐analysis
ObjectType-Article-1
ObjectType-Evidence Based Healthcare-3
SourceType-Scholarly Journals-1
ObjectType-Feature-2
content type line 14
ISSN:0033-3352
1540-6210
DOI:10.1111/puar.13368