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...
Saved in:
| Published in: | Public administration review Vol. 82; no. 1; pp. 147 - 159 |
|---|---|
| Main Authors: | , , , |
| Format: | Journal Article |
| Language: | English |
| Published: |
Hoboken, USA
Wiley Subscription Services, Inc
01.01.2022
American Society for Public Administration |
| Subjects: | |
| ISSN: | 0033-3352, 1540-6210 |
| Online Access: | Get full text |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Abstract | 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. |
|---|---|
| AbstractList | 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. |
| Author | Chen, Wenna Walker, Richard M. Zhang, Jiasheng Petrovsky, Nicolai |
| Author_xml | – sequence: 1 givenname: Jiasheng surname: Zhang fullname: Zhang, Jiasheng email: jzhan39@cityu.edu.hk organization: City University of Hong Kong – sequence: 2 givenname: Wenna surname: Chen fullname: Chen, Wenna email: wennachen2‐c@my.cityu.edu.hk organization: City University of Hong Kong – sequence: 3 givenname: Nicolai surname: Petrovsky fullname: Petrovsky, Nicolai email: npetrovs@cityu.edu.hk organization: City University of Hong Kong – sequence: 4 givenname: Richard M. surname: Walker fullname: Walker, Richard M. email: rmwalker@cityu.edu.hk organization: City University of Hong Kong |
| BookMark | eNp9kM1OwkAUhSdGEwHd-ASTuDMpznTaaXGHiD8JRCK4bm6ntzKkTHGmiLhy59Zn9Eks4MoY7-YuzndOTk6T7JvSICEnnLV5feeLJdg2F0LGe6TBw4B50udsnzQYE8ITIvQPSdO5GWPc50HcIB-TKdL-6wJVBUatv94_r7RTpcm1nUOlS0OHZYYFBZPRnq70Gxo6rgWXg9rKK11N6WiZFlrRMdoXrdBd0C4dYgV1Ghgo1k67bQAY2n1CkwHNS0sv0VV0ZDc5Co_IQQ6Fw-Of3yKT6_6kd-sN7m_uet2Bp0TEYg84UyLmcaSASZYKyPIoxZznIXIJAbIgDjsyymQUB0HAOkKmkYzSTIboyzATLXK6i13Y8nlZF0hm5dLWHV3iS95hQehzWVNsRylbOmcxT5SutmtUFnSRcJZs1k42ayfbtWvL2S_Lwuo52PXfMN_BK13g-h8yGT12H3aeb3q2lQk |
| CitedBy_id | crossref_primary_10_1111_puar_13845 crossref_primary_10_1080_14719037_2024_2304130 crossref_primary_10_1186_s12939_024_02317_x crossref_primary_10_1080_10967494_2024_2335987 crossref_primary_10_1080_14719037_2023_2297292 crossref_primary_10_4102_apsdpr_v12i1_841 crossref_primary_10_1016_j_rtbm_2025_101474 crossref_primary_10_3389_fpsyg_2025_1663142 crossref_primary_10_1186_s12913_023_10050_4 crossref_primary_10_1111_pbaf_12371 crossref_primary_10_1080_10439463_2024_2407984 crossref_primary_10_1080_10967494_2025_2470704 crossref_primary_10_1080_10967494_2024_2399342 crossref_primary_10_1111_puar_13455 crossref_primary_10_1080_00036846_2023_2267815 crossref_primary_10_1080_01900692_2025_2525150 crossref_primary_10_1177_09702385251348748 crossref_primary_10_1080_14719037_2024_2427005 crossref_primary_10_1111_gove_12849 crossref_primary_10_1108_K_06_2023_1146 crossref_primary_10_1177_02750740241237477 crossref_primary_10_3390_su17083457 crossref_primary_10_1108_IJOTB_05_2024_0096 crossref_primary_10_1007_s40888_025_00370_5 crossref_primary_10_1177_0734371X241227426 crossref_primary_10_1016_j_ijdrr_2022_103185 crossref_primary_10_1111_puar_13425 crossref_primary_10_1016_j_rtbm_2024_101218 crossref_primary_10_1177_07349149251323570 crossref_primary_10_1080_14719037_2024_2392131 crossref_primary_10_1080_23311886_2024_2441405 crossref_primary_10_1111_1467_8500_12688 crossref_primary_10_1080_14719037_2024_2324439 crossref_primary_10_1111_padm_12860 crossref_primary_10_1080_15309576_2022_2164020 crossref_primary_10_1177_09520767241287615 crossref_primary_10_1080_15309576_2025_2499817 crossref_primary_10_1177_02750740241261070 crossref_primary_10_1080_10447318_2025_2546663 crossref_primary_10_1111_puar_13439 crossref_primary_10_1111_puar_13553 crossref_primary_10_1080_20479700_2022_2112440 crossref_primary_10_1080_14719037_2025_2456658 crossref_primary_10_3389_fpubh_2025_1520675 crossref_primary_10_1111_1468_5973_12461 crossref_primary_10_1108_IJQRM_04_2021_0116 crossref_primary_10_5585_remark_v21i3_21231 crossref_primary_10_1080_10941665_2023_2245504 crossref_primary_10_1108_IJPSM_02_2024_0059 crossref_primary_10_1001_jamanetworkopen_2025_24505 crossref_primary_10_1007_s12208_024_00424_7 crossref_primary_10_1051_shsconf_202316302006 crossref_primary_10_1007_s12208_022_00350_6 crossref_primary_10_1111_puar_13886 crossref_primary_10_1093_jopart_muac022 crossref_primary_10_1016_j_health_2023_100208 crossref_primary_10_1007_s10639_025_13621_6 crossref_primary_10_1057_s41599_025_05357_y crossref_primary_10_1080_10967494_2023_2281378 crossref_primary_10_1371_journal_pone_0270815 crossref_primary_10_3917_nomop_002_0001b crossref_primary_10_1111_psj_70003 crossref_primary_10_3390_systems13090808 crossref_primary_10_1080_01419870_2023_2248295 crossref_primary_10_1007_s40609_025_00409_2 crossref_primary_10_1108_IJPSM_01_2024_0015 crossref_primary_10_1080_14719037_2023_2239245 crossref_primary_10_1080_10967494_2024_2317835 crossref_primary_10_1080_23311975_2023_2278233 crossref_primary_10_1177_10659129231166679 crossref_primary_10_1111_puar_13775 crossref_primary_10_1371_journal_pone_0323962 crossref_primary_10_1080_15309576_2025_2464666 crossref_primary_10_1080_03003930_2024_2420237 crossref_primary_10_24136_eq_3546 crossref_primary_10_1007_s43545_023_00794_5 crossref_primary_10_1002_pam_22597 crossref_primary_10_1080_14719037_2024_2349129 crossref_primary_10_1108_JHOM_09_2022_0268 crossref_primary_10_1111_padm_12999 crossref_primary_10_3390_fi17060240 crossref_primary_10_1080_02185377_2022_2047081 crossref_primary_10_1080_15309576_2024_2427822 crossref_primary_10_1007_s11205_023_03294_4 crossref_primary_10_1093_jopart_muad011 crossref_primary_10_1007_s42413_025_00245_4 crossref_primary_10_1007_s10639_022_11184_4 crossref_primary_10_1016_j_giq_2022_101783 crossref_primary_10_1080_14719037_2024_2419898 crossref_primary_10_1016_j_tourman_2023_104736 crossref_primary_10_1080_20479700_2023_2195197 crossref_primary_10_1097_CORR_0000000000003066 crossref_primary_10_1007_s11573_024_01212_9 crossref_primary_10_1111_padm_13077 crossref_primary_10_1080_10439463_2025_2462041 crossref_primary_10_3390_su151511998 crossref_primary_10_1080_15309576_2023_2279068 crossref_primary_10_3389_fpubh_2022_905952 crossref_primary_10_1093_jopart_muac052 crossref_primary_10_1016_j_tourman_2024_105030 crossref_primary_10_1016_j_enpol_2023_113924 crossref_primary_10_1111_puar_13919 crossref_primary_10_1080_23311975_2022_2072186 crossref_primary_10_1080_02681102_2024_2361483 crossref_primary_10_1080_21594937_2025_2464324 crossref_primary_10_1177_09589287251337883 crossref_primary_10_3390_admsci14100260 crossref_primary_10_1016_j_im_2023_103844 crossref_primary_10_1016_j_jup_2025_101916 |
| Cites_doi | 10.1111/padm.12339 10.1093/jopart/muj018 10.1111/j.1467-9299.2011.01962.x 10.1111/j.1467-9248.2007.00671.x 10.1093/jopart/mui058 10.1093/jopart/muu026 10.1016/j.jclinepi.2009.06.006 10.2307/1251839 10.2307/3110378 10.1037/0033-2909.93.3.563 10.2307/3381075 10.1177/1078087405281124 10.1111/gove.12317 10.1111/puar.12609 10.1177/002224378001700405 10.1093/jopart/mum034 10.2307/975862 10.1111/1540-6210.00235 10.1017/9781316676912.017 10.18637/jss.v036.i03 10.2307/975299 10.1093/jopart/muaa048 10.1177/0275074018765822 10.1111/j.1540-6210.2008.00930.x 10.3102/0013189X005010003 10.1177/0092070301291002 10.1136/bmj.315.7109.629 10.1111/1467-9906.00127 10.1111/puar.12623 10.1093/jopart/mus012 10.1080/23276665.2019.1658361 10.4324/9780203111710 10.1002/pam.20020 10.1017/CBO9780511488511.002 10.1111/1467-9299.00198 10.1093/jopart/muy047 10.2307/1952828 10.1037/0033-2909.112.1.155 10.1037/0033-2909.86.3.638 10.1332/147084411X581862 10.1093/jopart/mum002 10.1080/14719037.2017.1282000 10.1093/jopart/mur004 10.1080/10967494.2016.1269859 10.30636/jbpa.31.72 10.1111/j.1467-9299.2007.00641.x 10.1093/jopart/muz012 10.1002/pam.21702 10.1080/14719037.2017.1295099 10.1037/0021-9010.62.4.480 10.1111/j.1540-6210.2007.00737.x 10.1093/jopart/muv036 10.1111/j.1467-9299.2010.01820.x |
| ContentType | Journal Article |
| Copyright | 2021 The Authors. Public Administration Review published by Wiley Periodicals LLC. on behalf of The American Society for Public Administration 2021. This article is published under http://creativecommons.org/licenses/by-nc-nd/4.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. |
| Copyright_xml | – notice: 2021 The Authors. Public Administration Review published by Wiley Periodicals LLC. on behalf of The American Society for Public Administration – notice: 2021. This article is published under http://creativecommons.org/licenses/by-nc-nd/4.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. |
| DBID | 24P AAYXX CITATION 7TQ 7UB 8BJ DHY DON FQK JBE K9. |
| DOI | 10.1111/puar.13368 |
| DatabaseName | Open Access: Wiley-Blackwell Open Access Journals CrossRef PAIS Index Worldwide Political Science Abstracts International Bibliography of the Social Sciences (IBSS) PAIS International PAIS International (Ovid) International Bibliography of the Social Sciences International Bibliography of the Social Sciences ProQuest Health & Medical Complete (Alumni) |
| DatabaseTitle | CrossRef ProQuest Health & Medical Complete (Alumni) Worldwide Political Science Abstracts International Bibliography of the Social Sciences (IBSS) PAIS International |
| DatabaseTitleList | ProQuest Health & Medical Complete (Alumni) |
| Database_xml | – sequence: 1 dbid: 24P name: Wiley Online Library Open Access url: https://authorservices.wiley.com/open-science/open-access/browse-journals.html sourceTypes: Publisher |
| DeliveryMethod | fulltext_linktorsrc |
| Discipline | Government Political Science |
| EISSN | 1540-6210 |
| EndPage | 159 |
| ExternalDocumentID | 10_1111_puar_13368 PUAR13368 |
| Genre | article |
| GrantInformation_xml | – fundername: National Research Foundation of Korea, Korean Government funderid: NRF‐2017S1A3A2067636 |
| GroupedDBID | -DZ -ET -W8 -~X .3N .4L .CB .GA .GO .Y3 0-V 05W 0R~ 10A 123 1OC 1OL 24P 29P 2AX 31~ 33P 3V. 4.4 50Y 50Z 51W 51Y 52M 52O 52Q 52S 52T 52U 52W 5HH 5LA 5VS 66C 702 7PT 7WY 7X7 8-0 8-1 8-3 8-4 8-5 85S 88E 8AO 8FI 8FJ 8FL 8G5 8H~ 8UM 8V8 930 A04 AAAZS AABNI AAESR AAHHS AAHQN AAHSB AAIKC AAMNL AAMNW AANHP AAONW AAOUF AARRQ AASGY AAXRX AAYCA AAYOK AAZKR ABBHK ABCQN ABCQX ABCUV ABDPE ABEML ABIVO ABJNI ABKVW ABLWH ABPPZ ABPVW ABQIJ ABSOO ABUWG ABXSQ ABYRZ ABYYQ ACAHQ ACBKW ACBWZ ACCFJ ACCZN ACGFO ACGFS ACHQT ACNCT ACPOU ACRPL ACSCC ACUHF ACVFL ACXJH ACXQS ACYXJ ADBBV ADEMA ADEOM ADEPB ADGDI ADIZJ ADKYN ADMGS ADMHG ADNFJ ADNMO ADULT ADXAS ADZMN AEEZP AEGXH AEIGN AEIMD AEMOZ AEQDE AEUPB AEUQT AEUYR AFBPY AFEBI AFFPM AFGKR AFKFF AFKRA AFPWT AFWVQ AFYRF AFZJQ AHAJD AHBTC AHQJS AIAGR AIFKG AIURR AIWBW AJBDE AJPNJ AKVCP ALAGY ALIPV ALMA_UNASSIGNED_HOLDINGS ALSLI ALUQN ALVPJ AMBMR AMYDB APTMU AQSKT ARALO ASPBG ASTYK ASUFR AVWKF AZBYB AZFZN AZQEC AZVAB BAAKF BAFTC BDRZF BENPR BEZIV BFHJK BMXJE BNVMJ BPHCQ BQESF BROTX BRXPI BVXVI BY8 CAG CBXGM CCPQU CHNMF CJNVE COF CS3 D-C D-D DCZOG DPSOV DPXWK DR2 DRFUL DRSSH DU5 DWQXO EBA EBE EBO EBR EBS EBU ECR EDJ EHE EJD EMK EOH F00 F01 F5P FEDTE FRNLG FYUFA G-S G.N G50 GENNL GNUQQ GODZA GROUPED_ABI_INFORM_COMPLETE GROUPED_ABI_INFORM_RESEARCH GUQSH HECYW HF~ HGD HGLYW HMCUK HVGLF HZI HZ~ IAO IBB IEA IER IGG IHE ILT IMI IOF IPC IPO IPSME IPY ITC IX1 J0M JAAYA JAV JBMMH JBU JBZCM JENOY JHFFW JKQEH JLEZI JLXEF JPL JPPEU JSODD JST K1G K48 K60 K6~ KC- L7B LATKE LC2 LC4 LEEKS LH4 LITHE LOXES LP6 LP7 LPU LUTES LW6 LYRES M0C M0P M1P M2L M2M M2O M2R MEWTI MK4 MRFUL MRSSH MSFUL MSSSH MVM MXFUL MXSSH N04 N06 N95 N9A NF~ NHB O66 O9- OIG P-O P2P P2W P2Y P4C PQBIZ PQBZA PQEDU PQQKQ PRG PROAC PSQYO PSYQQ Q.N Q11 QB0 QF4 QM6 QM7 QN7 QO5 R.K RNS ROL RWL RX1 S0X SA0 SUPJJ TAE TH9 TKY TN5 TWZ U5U UB1 UKHRP UKR ULE V8K VQA W8V W99 WBKPD WEBCB WH7 WHG WIH WII WOHZO WQZ WRC WSUWO WXSBR XG1 XI7 XOL XSW YNT ZCA ZCG ZZTAW ~IA ~WP AAMMB AAOAC AAYXX ABAWQ ACHJO AEFGJ AEYWJ AFFHD AGHNM AGQPQ AGXDD AIDQK AIDYY ASMEE CITATION O8X PHGZM PHGZT PJZUB PPXIY PRQQA 7TQ 7UB 8BJ DHY DON FQK JBE K9. |
| ID | FETCH-LOGICAL-c3708-a10c38187ca060b3adf7bef1f5e16a4e0485967d6784440936b767bd65e265d3 |
| IEDL.DBID | 24P |
| ISICitedReferencesCount | 113 |
| ISICitedReferencesURI | http://www.webofscience.com/api/gateway?GWVersion=2&SrcApp=Summon&SrcAuth=ProQuest&DestLinkType=CitingArticles&DestApp=WOS_CPL&KeyUT=000646413900001&url=https%3A%2F%2Fcvtisr.summon.serialssolutions.com%2F%23%21%2Fsearch%3Fho%3Df%26include.ft.matches%3Dt%26l%3Dnull%26q%3D |
| ISSN | 0033-3352 |
| IngestDate | Sun Nov 09 07:13:14 EST 2025 Sat Nov 29 03:26:52 EST 2025 Tue Nov 18 22:08:01 EST 2025 Wed Jan 22 16:26:35 EST 2025 |
| IsDoiOpenAccess | true |
| IsOpenAccess | true |
| IsPeerReviewed | true |
| IsScholarly | true |
| Issue | 1 |
| Language | English |
| License | Attribution-NonCommercial-NoDerivs |
| LinkModel | DirectLink |
| MergedId | FETCHMERGED-LOGICAL-c3708-a10c38187ca060b3adf7bef1f5e16a4e0485967d6784440936b767bd65e265d3 |
| Notes | 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 |
| OpenAccessLink | https://onlinelibrary.wiley.com/doi/abs/10.1111%2Fpuar.13368 |
| PQID | 2619045216 |
| PQPubID | 42034 |
| PageCount | 13 |
| ParticipantIDs | proquest_journals_2619045216 crossref_citationtrail_10_1111_puar_13368 crossref_primary_10_1111_puar_13368 wiley_primary_10_1111_puar_13368_PUAR13368 |
| PublicationCentury | 2000 |
| PublicationDate | January/February 2022 2022-01-00 20220101 |
| PublicationDateYYYYMMDD | 2022-01-01 |
| PublicationDate_xml | – month: 01 year: 2022 text: January/February 2022 |
| PublicationDecade | 2020 |
| PublicationPlace | Hoboken, USA |
| PublicationPlace_xml | – name: Hoboken, USA – name: Washington |
| PublicationTitle | Public administration review |
| PublicationYear | 2022 |
| Publisher | Wiley Subscription Services, Inc American Society for Public Administration |
| Publisher_xml | – name: Wiley Subscription Services, Inc – name: American Society for Public Administration |
| References | 1979; 39 1997; 315 2004; 23 1977; 62 1983; 93 1978 2020; 3 1992; 112 2017; 77 1996; 60 2008; 68 2011; 21 2007; 7 2019; 29 2009; 19 2012; 23 2007; 67 2018; 31 2017; 20 2009; 62 2010; 36 2012 2010 2000; 24 2006; 16 1984; 44 2006; 17 2006; 18 2006 2001; 29 2007; 55 1976; 5 1980; 17 1963; 57 2017; 95 2010; 88 2015; 25 2006; 41 2020; 30 2019; 41 2013; 32 2000; 78 2020 2002; 62 2002; 24 1983; 43 2019; 49 2018 2017 2017; 19 2016 2015 2011; 89 2013 2007; 85 1979; 86 2016; 26 2012; 40 e_1_2_11_32_1 e_1_2_11_55_1 O'Toole Laurence J. (e_1_2_11_36_1) 2017 e_1_2_11_30_1 e_1_2_11_57_1 e_1_2_11_51_1 Andrews Rhys (e_1_2_11_3_1) 2006 e_1_2_11_13_1 Hasenfeld Yeheskel (e_1_2_11_18_1) 2010 e_1_2_11_34_1 e_1_2_11_53_1 e_1_2_11_11_1 e_1_2_11_29_1 e_1_2_11_6_1 e_1_2_11_27_1 e_1_2_11_4_1 Ringquist Evan J. (e_1_2_11_41_1) 2013 e_1_2_11_48_1 e_1_2_11_2_1 Schwarzer G. (e_1_2_11_44_1) 2007; 7 e_1_2_11_60_1 e_1_2_11_20_1 e_1_2_11_45_1 e_1_2_11_47_1 e_1_2_11_24_1 e_1_2_11_62_1 e_1_2_11_8_1 e_1_2_11_22_1 e_1_2_11_43_1 e_1_2_11_17_1 e_1_2_11_15_1 e_1_2_11_59_1 e_1_2_11_38_1 e_1_2_11_19_1 Oliver Richard L (e_1_2_11_35_1) 2010 e_1_2_11_50_1 e_1_2_11_10_1 e_1_2_11_31_1 e_1_2_11_56_1 e_1_2_11_58_1 e_1_2_11_14_1 e_1_2_11_52_1 e_1_2_11_33_1 e_1_2_11_54_1 e_1_2_11_7_1 e_1_2_11_28_1 e_1_2_11_5_1 e_1_2_11_26_1 e_1_2_11_49_1 e_1_2_11_61_1 e_1_2_11_21_1 e_1_2_11_46_1 e_1_2_11_25_1 e_1_2_11_40_1 e_1_2_11_63_1 e_1_2_11_9_1 e_1_2_11_23_1 e_1_2_11_42_1 e_1_2_11_16_1 e_1_2_11_37_1 e_1_2_11_39_1 Fenno Richard F. (e_1_2_11_12_1) 1978 |
| References_xml | – volume: 20 start-page: 409 issue: 3 year: 2017 end-page: 41 article-title: Not all Bad News after all? Exploring the Relationship between Citizens’ Use of Online Mass Media for Government Information and Trust in Government publication-title: International Public Management Journal – volume: 41 start-page: 142 issue: 3 year: 2019 end-page: 56 article-title: Citizen Expectations and Satisfaction of Service Performance: Lessons from Subnational Governments in Japan publication-title: Asia Pacific Journal of Public Administration – volume: 62 start-page: 480 issue: 4 year: 1977 end-page: 6 article-title: Effect of Expectation and Disconfirmation on Postexposure Product Evaluations: An Alternative Interpretation publication-title: Journal of Applied Psychology – volume: 29 start-page: 16 issue: 1 year: 2001 end-page: 35 article-title: Customer Satisfaction: A Meta‐Analysis of the Empirical Evidence publication-title: Journal of the Academy of Marketing Science – volume: 23 start-page: 289 issue: 2 year: 2012 end-page: 305 article-title: Expectations, Disconfirmation, and Citizen Satisfaction with the US Federal Government: Testing and Expanding the Model publication-title: Journal of Public Administration Research and Theory – volume: 112 start-page: 155 issue: 1 year: 1992 end-page: 9 article-title: A Power Primer publication-title: Psychological Bulletin – volume: 19 start-page: 107 issue: 1 year: 2009 end-page: 23 article-title: Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services publication-title: Journal of Public Administration Research and Theory – start-page: 14 year: 2006 end-page: 34 – volume: 3 start-page: 1 issue: 1 year: 2020 end-page: 11 article-title: Interpreting Expectations: Normative and Predictive Expectations as Seen by Citizens publication-title: Journal of Behavioral Public Administration – volume: 85 start-page: 215 issue: 1 year: 2007 end-page: 26 article-title: Importance‐Performance Analysis of Citizen Satisfaction Surveys publication-title: Public Administration – volume: 21 start-page: 601 issue: 4 year: 2011 end-page: 17 article-title: The Effect of Expectations and Expectancy Confirmation/Disconfirmation on Motorists’ Satisfaction with State Highways publication-title: Journal of Public Administration Research and Theory – year: 2018 – volume: 16 start-page: 599 issue: 4 year: 2006 end-page: 611 article-title: Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government publication-title: Journal of Public Administration Research and Theory – volume: 67 start-page: 559 issue: 3 year: 2007 end-page: 72 article-title: Coercion Versus Choice: Citizen Evaluations of Public Service Quality across Methods of Consumption publication-title: Public Administration Review – volume: 44 start-page: 118 issue: 2 year: 1984 end-page: 27 article-title: Objective and Subjective Measures of Performance publication-title: Public Administration Review – volume: 17 start-page: 460 issue: 4 year: 1980 end-page: 9 article-title: A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions publication-title: Journal of Marketing Research – year: 2020 article-title: Everything Is Relative: How Citizens Form and Use Expectations in Evaluating Services publication-title: Journal of Public Administration Research and Theory. – volume: 315 start-page: 629 year: 1997 end-page: 34 article-title: Bias in Meta‐Analysis Detected by a Simple, Graphical Test publication-title: British Medical Journal – volume: 30 start-page: 130 issue: 1 year: 2020 end-page: 43 article-title: The Political Psychology of Citizen Satisfaction: Does Functional Responsibility Matter? publication-title: Journal of Public Administration Research and Theory – volume: 25 start-page: 831 issue: 4 year: 2015 end-page: 48 article-title: Understanding Satisfaction with Schools: The Role of Expectations publication-title: Journal of Public Administration Research and Theory – volume: 24 start-page: 30 year: 2000 end-page: 52 article-title: Linking Citizen Satisfaction Data to Performance Measures: A Preliminary Evaluation publication-title: Public Performance & Management Review – volume: 19 start-page: 1272 issue: 9 year: 2017 end-page: 92 article-title: Reconsidering the Expectancy Disconfirmation Model. Three Experimental Replications publication-title: Public Management Review – volume: 5 start-page: 3 issue: 10 year: 1976 end-page: 8 article-title: Primary, Secondary, and Meta‐Analysis of Research publication-title: Educational Researcher – volume: 36 start-page: 1 issue: 3 year: 2010 end-page: 48 article-title: Conducting Meta‐Analyses in R with the Metafor Package publication-title: Journal of Statistical Software – volume: 31 start-page: 515 issue: 3 year: 2018 end-page: 33 article-title: Citizen Satisfaction Under Changing Political Leadership: The Role of Partisan Motivated Reasoning publication-title: Governance – volume: 55 start-page: 629 issue: 3 year: 2007 end-page: 55 article-title: When Voters and Parties Agree: Valence Issues and Party Competition publication-title: Political Studies – volume: 41 start-page: 292 issue: 3 year: 2006 end-page: 308 article-title: Citizens, Accountability, and Service Satisfaction: The Influence of Expectations publication-title: Urban Affairs Review – volume: 62 start-page: e1 issue: 1 year: 2009 end-page: e34 article-title: The PRISMA Statement for Reporting Systematic Reviews and Meta‐Analyses of Studies that Evaluate Health Care Interventions: Explanation and Elaboration publication-title: Journal of Clinical Epidemiology – volume: 26 start-page: 647 issue: 4 year: 2016 end-page: 62 article-title: Cognitive Biases in Performance Evaluations publication-title: Journal of Public Administration Research and Theory – volume: 77 start-page: 45 issue: 1 year: 2017 end-page: 56 article-title: Behavioral Public Administration: Combining Insights from Public Administration and Psychology publication-title: Public Administration Review – year: 2015 – volume: 62 start-page: 527 issue: 5 year: 2002 end-page: 40 article-title: From Responsiveness to Collaboration: Governance, Citizens, and the Next Generation of Public Administration publication-title: Public Administration Review – volume: 78 start-page: 165 issue: 1 year: 2000 end-page: 91 article-title: Are you Being Served? The Responsiveness of Public Administration to Citizens’ Demands: An Empirical Examination in Israel publication-title: Public Administration – volume: 95 start-page: 895 issue: 4 year: 2017 end-page: 911 article-title: Compensating Citizens for Poor Service Delivery: Experimental Research in Public and Private Settings publication-title: Public Administration – start-page: 1 year: 2017 end-page: 26 – volume: 88 start-page: 551 issue: 2 year: 2010 end-page: 63 article-title: Public Service Use and Perceived Performance: An Empirical Note on the Nature of the Relationship publication-title: Public Administration – volume: 23 start-page: 433 issue: 3 year: 2004 end-page: 48 article-title: Expectations, Performance, and Citizen Satisfaction with Urban Services publication-title: Journal of Policy Analysis and Management – volume: 49 start-page: 353 issue: 3 year: 2019 end-page: 71 article-title: Citizen Expectations and Satisfaction over Time: Findings from a Large Sample Panel Survey of Public School Parents in Denmark publication-title: The American Review of Public Administration – volume: 7 start-page: 40 issue: 3 year: 2007 end-page: 5 article-title: Meta: An R Package for Meta‐Analysis publication-title: R News – volume: 39 start-page: 46 issue: 1 year: 1979 end-page: 52 article-title: Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator publication-title: Public Administration Review – volume: 29 start-page: 609 issue: 4 year: 2019 end-page: 26 article-title: Best Practice Recommendations for Replicating Experiments in Public Administration publication-title: Journal of Public Administration Research and Theory – volume: 86 start-page: 638 issue: 3 year: 1979 end-page: 641 article-title: The File Drawer Problem and Tolerance for Null Results publication-title: Psychological Bulletin – volume: 19 start-page: 1235 issue: 9 year: 2017 end-page: 50 article-title: Experimental Replication: An Experimental Test of the Expectancy Disconfirmation Theory of Citizen Satisfaction publication-title: Public Management Review – volume: 24 start-page: 271 issue: 3 year: 2002 end-page: 88 article-title: Service Quality Variations Across Urban Space: Frist Steps Towards a Model of Citizen Satisfaction publication-title: Journal of Urban Affairs – year: 2016 – volume: 77 start-page: 395 issue: 3 year: 2017 end-page: 407 article-title: Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model publication-title: Public Administration Review – volume: 57 start-page: 368 issue: 2 year: 1963 end-page: 77 article-title: Spatial Models of Party Competition publication-title: American Political Science Review – volume: 32 start-page: 597 issue: 3 year: 2013 end-page: 614 article-title: An Experimental Test of the Expectancy‐Disconfirmation Theory of Citizen Satisfaction publication-title: Journal of Policy Analysis and Management – volume: 40 start-page: 123 issue: 1 year: 2012 end-page: 43 article-title: Public Confidence and Public Services: It Matters What you Measure publication-title: Policy & Politics – year: 2010 – year: 2012 – volume: 89 start-page: 1419 issue: 4 year: 2011 end-page: 35 article-title: Managing Citizens’ Expectations of Public Service Performance: Evidence from Observation and Experimentation in Local Government publication-title: Public Administration – volume: 93 start-page: 563 issue: 3 year: 1983 end-page: 73 article-title: Clustering Estimates of Effect Magnitude from Independent Studies publication-title: Psychological Bulletin – volume: 68 start-page: 891 issue: 5 year: 2008 end-page: 907 article-title: Determinants of Performance Measurement: An Investigation into the Decisions to Conduct Citizen Surveys publication-title: Public Administration Review – volume: 17 start-page: 285 issue: 2 year: 2006 end-page: 305 article-title: Citizens’ Perceptions of Politics and Ethics in Public Administration: A Five‐Year National Study of their Relationship to Satisfaction with Services, Trust in Governance, and Voice Orientations publication-title: Journal of Public Administration Research and Theory – volume: 43 start-page: 50 issue: 1 year: 1983 end-page: 8 article-title: Subjective and Objective Measures of Police Service Delivery publication-title: Public Administration Review – volume: 18 start-page: 79 issue: 1 year: 2006 end-page: 107 article-title: Public Sector Management and the Democratic Ethos: A 5‐Year Study of Key Relationships in Israel publication-title: Journal of Public Administration Research and Theory – start-page: 345 year: 2017 end-page: 60 – year: 1978 – volume: 60 start-page: 15 issue: 3 year: 1996 end-page: 32 article-title: A Reexamination of the Determinants of Consumer Satisfaction publication-title: Journal of Marketing – year: 2013 – ident: e_1_2_11_51_1 doi: 10.1111/padm.12339 – ident: e_1_2_11_60_1 doi: 10.1093/jopart/muj018 – ident: e_1_2_11_25_1 doi: 10.1111/j.1467-9299.2011.01962.x – volume-title: Satisfaction: A Behavioral Perspective on the Consumer year: 2010 ident: e_1_2_11_35_1 – ident: e_1_2_11_63_1 – ident: e_1_2_11_15_1 doi: 10.1111/j.1467-9248.2007.00671.x – ident: e_1_2_11_53_1 doi: 10.1093/jopart/mui058 – ident: e_1_2_11_23_1 doi: 10.1093/jopart/muu026 – ident: e_1_2_11_29_1 doi: 10.1016/j.jclinepi.2009.06.006 – ident: e_1_2_11_45_1 doi: 10.2307/1251839 – ident: e_1_2_11_47_1 doi: 10.2307/3110378 – ident: e_1_2_11_19_1 doi: 10.1037/0033-2909.93.3.563 – ident: e_1_2_11_49_1 doi: 10.2307/3381075 – ident: e_1_2_11_42_1 doi: 10.1177/1078087405281124 – ident: e_1_2_11_26_1 doi: 10.1111/gove.12317 – volume-title: Home Style: House Members in their Districts year: 1978 ident: e_1_2_11_12_1 – ident: e_1_2_11_17_1 doi: 10.1111/puar.12609 – ident: e_1_2_11_34_1 doi: 10.1177/002224378001700405 – ident: e_1_2_11_24_1 doi: 10.1093/jopart/mum034 – ident: e_1_2_11_37_1 doi: 10.2307/975862 – ident: e_1_2_11_59_1 doi: 10.1111/1540-6210.00235 – ident: e_1_2_11_30_1 doi: 10.1017/9781316676912.017 – ident: e_1_2_11_57_1 doi: 10.18637/jss.v036.i03 – ident: e_1_2_11_6_1 doi: 10.2307/975299 – ident: e_1_2_11_11_1 doi: 10.1093/jopart/muaa048 – ident: e_1_2_11_21_1 doi: 10.1177/0275074018765822 – ident: e_1_2_11_9_1 doi: 10.1111/j.1540-6210.2008.00930.x – ident: e_1_2_11_14_1 doi: 10.3102/0013189X005010003 – start-page: 1 volume-title: Comparative Public Management: Why National, Environmental, and Organizational Context Matters year: 2017 ident: e_1_2_11_36_1 – ident: e_1_2_11_50_1 doi: 10.1177/0092070301291002 – ident: e_1_2_11_10_1 doi: 10.1136/bmj.315.7109.629 – ident: e_1_2_11_28_1 doi: 10.1111/1467-9906.00127 – ident: e_1_2_11_38_1 doi: 10.1111/puar.12623 – ident: e_1_2_11_31_1 doi: 10.1093/jopart/mus012 – ident: e_1_2_11_32_1 doi: 10.1080/23276665.2019.1658361 – ident: e_1_2_11_46_1 doi: 10.4324/9780203111710 – ident: e_1_2_11_52_1 doi: 10.1002/pam.20020 – start-page: 14 volume-title: Public Services Performance: Perspectives on Measurement and Management year: 2006 ident: e_1_2_11_3_1 doi: 10.1017/CBO9780511488511.002 – ident: e_1_2_11_58_1 doi: 10.1111/1467-9299.00198 – ident: e_1_2_11_62_1 doi: 10.1093/jopart/muy047 – ident: e_1_2_11_48_1 doi: 10.2307/1952828 – ident: e_1_2_11_7_1 doi: 10.1037/0033-2909.112.1.155 – volume-title: Human Services as Complex Organizations year: 2010 ident: e_1_2_11_18_1 – ident: e_1_2_11_43_1 doi: 10.1037/0033-2909.86.3.638 – ident: e_1_2_11_8_1 doi: 10.1332/147084411X581862 – ident: e_1_2_11_61_1 doi: 10.1093/jopart/mum002 – ident: e_1_2_11_20_1 – ident: e_1_2_11_16_1 doi: 10.1080/14719037.2017.1282000 – ident: e_1_2_11_39_1 doi: 10.1093/jopart/mur004 – ident: e_1_2_11_40_1 doi: 10.1080/10967494.2016.1269859 – ident: e_1_2_11_22_1 doi: 10.30636/jbpa.31.72 – ident: e_1_2_11_4_1 – ident: e_1_2_11_56_1 doi: 10.1111/j.1467-9299.2007.00641.x – ident: e_1_2_11_27_1 doi: 10.1093/jopart/muz012 – ident: e_1_2_11_54_1 doi: 10.1002/pam.21702 – ident: e_1_2_11_13_1 doi: 10.1080/14719037.2017.1295099 – ident: e_1_2_11_33_1 doi: 10.1037/0021-9010.62.4.480 – volume-title: Meta‐Analysis for Public Management and Policy year: 2013 ident: e_1_2_11_41_1 – ident: e_1_2_11_5_1 doi: 10.1111/j.1540-6210.2007.00737.x – ident: e_1_2_11_2_1 doi: 10.1093/jopart/muv036 – ident: e_1_2_11_55_1 doi: 10.1111/j.1467-9299.2010.01820.x – volume: 7 start-page: 40 issue: 3 year: 2007 ident: e_1_2_11_44_1 article-title: Meta: An R Package for Meta‐Analysis publication-title: R News |
| SSID | ssj0012148 |
| Score | 2.6289165 |
| Snippet | The expectancy‐disconfirmation model has become the predominant approach in explaining citizen satisfaction with public services. It posits that citizens... |
| SourceID | proquest crossref wiley |
| SourceType | Aggregation Database Enrichment Source Index Database Publisher |
| StartPage | 147 |
| SubjectTerms | Best practice Best Practices Citizen satisfaction Citizens Expectation Expectations Measurement Meta-analysis Public services Research design Satisfaction Systematic review |
| Title | The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta‐analysis and an Agenda for Best Practice |
| URI | https://onlinelibrary.wiley.com/doi/abs/10.1111%2Fpuar.13368 https://www.proquest.com/docview/2619045216 |
| Volume | 82 |
| WOSCitedRecordID | wos000646413900001&url=https%3A%2F%2Fcvtisr.summon.serialssolutions.com%2F%23%21%2Fsearch%3Fho%3Df%26include.ft.matches%3Dt%26l%3Dnull%26q%3D |
| hasFullText | 1 |
| inHoldings | 1 |
| isFullTextHit | |
| isPrint | |
| journalDatabaseRights | – providerCode: PRVWIB databaseName: Wiley Online Library Full Collection 2020 customDbUrl: eissn: 1540-6210 dateEnd: 99991231 omitProxy: false ssIdentifier: ssj0012148 issn: 0033-3352 databaseCode: DRFUL dateStart: 20000101 isFulltext: true titleUrlDefault: https://onlinelibrary.wiley.com providerName: Wiley-Blackwell |
| link | http://cvtisr.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwpV1LT9wwEB4tjwMXoDzEFoos0UuRguLYsZOqly3bVQ-AVu0i7S1ybEdCQgGxCwdOvXHlN_JLGDvO7iKhSlVvOUysaN4z8XwD8BllbPJKUCxLqIl4ykyU60RFMrVZxlSFQdxD5p_Ji4tsPM6HHfjWzsI0-BCzhpuzDO-vnYGrcrJg5LfIwhOssES2BCuUsswtbkj4cPYPIaG88cOMRW6yKICTuns883ffhqN5jrmYqfpQM9j4v4_chPWQYpJeoxMfoGPrLVibL9Xdgs1w6w2pgm1vwxMqDHHAx3rqHO7Ln-f-1QSL5eoqTDcStzbtmqjakFN8-dHW5PfCaARxHV3SdAFJ64G-kh45t1OFp6mAfuIPUDXpoeYaRTBnJt-RF2QYxrV2YDT4MTr9GYUtDZFmMs4iRWPtwr7UKhZxyZSpZGkrWqWWCsUtuog0F9JgVOQcq0kmSilkaURqE5EatgvL9U1t94DojAmO0VLzXHCMIaVhOTNpEicV5iky68KXVlaFDgjmbpHGddFWMo7dhWd3F45mtLcNbse7VAetyItgu5PC1ZQOaJ6KLhx74f7lhGKIhYd_-vgvxPuwlrg5Ct_LOYDl6d29_QSr-gHFdnfo9fgQVvq_Bpdnr1rC-So |
| linkProvider | Wiley-Blackwell |
| linkToHtml | http://cvtisr.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwpV3NS91AEB-qLejFb-mz2i60F4VIkt3sJr09bcXi8_Gg7-AtbHY3IEgq-vTgyZtX_0b_Emc2-z4EEaS3HCZLmK_fzGRnBuAHytgWtUwwLUlsJDJuo8KkOlKZy3OuawRxPzK_p_r9_OysGIS7OdQL086HmBTcyDK8vyYDp4L0jJVfIg_3McWS-Rx8FAgzpOapGEx-IqSJaB0x5xG1FoXppHSRZ_ruSzyaBpmzoarHmqPl__zKFVgKQSbrtlqxCh9cswaL07W6a7AS7r0hVbDudXhAlWE0-tiMyOU-3T_-Or_GdLk-D_2NjBanXTDdWHaIL9-5hv2daY5gVNNlbR2QjX3QT9Zlp26k8TQd5p_4A3TDuqi7VjOMmtkBMoMNQsPWBgyPfg8Pj6OwpyEyXMV5pJPYEPAro2MZV1zbWlWuTurMJVILh04iK6SyiItCYD7JZaWkqqzMXCozyzdhvvnXuM_ATM6lQLw0opACUaSyvOA2S-O0xkhF5R3YHQurNGGGOa3SuCjHuQyxu_Ts7sD3Ce1lO7njVartsczLYL3XJWWVNGo-kR3Y89J944RygKmHf9p6D_E3WDgenvbK3p_-yRdYTKmrwld2tmF-dHXjduCTuUURXn31Sv0MWYb7dQ |
| linkToPdf | http://cvtisr.summon.serialssolutions.com/2.0.0/link/0/eLvHCXMwpV3NS-NAFH9oK-Jl10_sblcHdi8uRJLMZCbZW7e1uGwtRbvgLUxmJiBILG314MmbV_9G_xLfJNOPBRHEWw4vQ3jf72Xe7wH8QBnrJOcBliWB9lhEtZeoUHoiMnFMZY5BvITM74l-P768TAbubo6dhanwIeYNN2sZpb-2Bm5GOl-y8hHy8BhLLB6vQp3ZLTI1qHfOu_96898IYcAqV0ypZ4eLHD6pvcqzePv_iLRIM5eT1TLadD9_8Ds34ZNLM0mr0ostWDHFNmwsFutuw6a7-YZUzr534BGVhljwYzW1Tvf54alzNcGCOb9yE47Erk67JrLQpI0v35uCXCyNRxDb1SVVJ5DMvNAv0iJnZirxNOkQUMoDZEFaqL1aEsybyW9kBhm4ka1dGHZPhu1Tz21q8BQVfuzJwFc29Aslfe5nVOpcZCYP8sgEXDKDbgLlIzRGRsawoqQ8E1xkmkcm5JGme1ArbgqzD0TFlDOMmIolnGEcyTRNqI5CP8wxVxFxA45mwkqVQzG3yzSu01k1Y9mdluxuwPc57ajC7niVqjmTeersd5LautKCzQe8AT9L6b5xQjrA4qN8-vIe4kNYH3S6ae9P_-9X2AjtWEXZ2mlCbTq-Nd9gTd2hBMcHTqtfAH3t_Is |
| openUrl | ctx_ver=Z39.88-2004&ctx_enc=info%3Aofi%2Fenc%3AUTF-8&rfr_id=info%3Asid%2Fsummon.serialssolutions.com&rft_val_fmt=info%3Aofi%2Ffmt%3Akev%3Amtx%3Ajournal&rft.genre=article&rft.atitle=The+Expectancy%E2%80%90Disconfirmation+Model+and+Citizen+Satisfaction+with+Public+Services%3A+A+Meta%E2%80%90analysis+and+an+Agenda+for+Best+Practice&rft.jtitle=Public+administration+review&rft.au=Zhang%2C+Jiasheng&rft.au=Chen%2C+Wenna&rft.au=Petrovsky%2C+Nicolai&rft.au=Walker%2C+Richard+M.&rft.date=2022-01-01&rft.pub=Wiley+Subscription+Services%2C+Inc&rft.issn=0033-3352&rft.eissn=1540-6210&rft.volume=82&rft.issue=1&rft.spage=147&rft.epage=159&rft_id=info:doi/10.1111%2Fpuar.13368&rft.externalDBID=10.1111%252Fpuar.13368&rft.externalDocID=PUAR13368 |
| thumbnail_l | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/lc.gif&issn=0033-3352&client=summon |
| thumbnail_m | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/mc.gif&issn=0033-3352&client=summon |
| thumbnail_s | http://covers-cdn.summon.serialssolutions.com/index.aspx?isbn=/sc.gif&issn=0033-3352&client=summon |