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...

Full description

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
Tags:	Add Tag No Tags, Be the first to tag this record!