The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services : A Meta‐analysis and an Agenda for Best Practice
Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
Author(s)
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Detail(s)
| Original language | English |
|---|---|
| Pages (from-to) | 147-159 |
| Journal / Publication | Public Administration Review |
| Volume | 82 |
| Issue number | 1 |
| Online published | 25 Feb 2021 |
| Publication status | Published - Jan 2022 |
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| DOI | DOI |
|---|---|
| Attachment(s) | Documents
Publisher's Copyright Statement
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| Link to Scopus | https://www.scopus.com/record/display.uri?eid=2-s2.0-85105027753&origin=recordpage |
| Permanent Link | https://scholars.cityu.edu.hk/en/publications/publication(7b97e653-d9c6-4ac6-b847-614e448c5a2c).html |
Abstract
The expectancy‐disconfirmation model has become the predominant approach to 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 expectations. We provide the first meta‐analysis of the empirical evidence on this relationship, and we 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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Citation Format(s)
The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta‐analysis and an Agenda for Best Practice. / Zhang, Jiasheng; Chen, Wenna; Petrovsky, Nicolai et al.
In: Public Administration Review, Vol. 82, No. 1, 01.2022, p. 147-159.
In: Public Administration Review, Vol. 82, No. 1, 01.2022, p. 147-159.
Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
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