Abstract
We consider how current and past views of a service provider jointly shape satisfaction levels. In Study 1, we replicate a prior study of expectancy-disconfirmation by Van Ryzin, and in Study 2 we extend the original cross-sectional design by analysing a four-wave panel with 654 respondents in Hong Kong. Study 1 findings replicate the original study. Our Study 2 extension finds that (1) citizens’ attitudes about satisfaction are relatively stable over time, (2) expectations are a driver of satisfaction but their explanatory power can be relatively modest and temporary, and (3) current perceptions of service quality carry over to future satisfaction levels.
Original language | English |
---|---|
Journal | Public Management Review |
DOIs | |
Publication status | E-pub ahead of print - 18 Jan 2024 |
Externally published | Yes |
Bibliographical note
Publisher Copyright:© 2024 Informa UK Limited, trading as Taylor & Francis Group.
Funding
The research reported in this article was funded by the Public Policy Research Funding Scheme from the Central Policy Unit of the Government of the Hong Kong Special Administrative Region [Project Number: 2015.A1.031.16A] and the National Research Foundation of Korea Grant, Korean Government [NRF-2017S1A3A2067636].
Keywords
- Citizen satisfaction
- expectancy disconfirmation model
- longitudinal
- replication
- survey