Abstract
To better understand citizen satisfaction with public services, public administration research has adopted the expectancy-disconfirmation model in recent years. This model proposes that satisfaction is a function of perceived performance and expectations. Recent quantitative and experimental studies of the expectancy-disconfirmation model have supported the framework. However, few replications have been conducted and none outside western contexts. We conducted two narrow, robust experimental replications of Van Ryzin (2013, Journal of Policy Analysis and Management, 32(3), pp. 597–614) in the Chinese cities of Hong Kong (in 2017) and Shenzhen (in 2021). We found support for the findings reported in Van Ryzin (2013) and concluded that the expectancy-disconfirmation model holds promise in a variety of settings as a framework for measuring citizen satisfaction with public services.
| Original language | English |
|---|---|
| Pages (from-to) | 778-791 |
| Number of pages | 14 |
| Journal | Public Administration |
| Volume | 100 |
| Issue number | 3 |
| Early online date | 11 May 2022 |
| DOIs | |
| Publication status | Published - Sept 2022 |
| Externally published | Yes |
Bibliographical note
Publisher Copyright:© 2022 The Authors. Public Administration published by John Wiley & Sons Ltd.
Funding
National Natural Science Foundation of China, Grant/Award Number: 71974164; the Central Policy Unit (now the Policy Innovation and Coordination Office) of the Government of the Hong Kong Special Administrative Region, Grant/Award Number: 2015.A1.031.16A; the Hong Kong Scholars Program, Grant/Award Number: 2020-215