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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| Vydáno v: | Public administration review Ročník 82; číslo 1; s. 147 - 159 |
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| Hlavní autoři: | , , , |
| Médium: | Journal Article |
| Jazyk: | angličtina |
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Hoboken, USA
Wiley Subscription Services, Inc
01.01.2022
American Society for Public Administration |
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| ISSN: | 0033-3352, 1540-6210 |
| On-line přístup: | Získat plný text |
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| 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. |
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| 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 |
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| 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. |
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| 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 |
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