Work

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

Year: 2021

Type: article

Study designs: Systematic Review, Meta-Analysis

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.

Source: Public Administration Review

DOI: 10.1111/puar.13368

Authors: Jiasheng Zhang, Wenna Chen, Nicolai Petrovsky, Richard M. Walker

Institution: City University of Hong Kong

Language: English

Topic: Public Policy and Administration Research

Subfield: Public Administration

Field: Social Sciences

Domain: Social Sciences

Open Access status: hybrid

Estimated APC paid: $3,700

Funders: National Research Foundation, National Research Foundation of Korea