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

Jiasheng ZHANG; Wenna CHEN; Nicolai PETROVSKY; Richard M. WALKER

doi:10.1111/puar.13368

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

Jiasheng ZHANG, Wenna CHEN, Nicolai PETROVSKY, Richard M. WALKER^*

^*Corresponding author for this work

Research output: Journal Publications › Journal Article (refereed) › peer-review

91 Citations (Scopus)

Abstract

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.

Original language	English
Pages (from-to)	147-159
Number of pages	13
Journal	Public Administration Review
Volume	82
Issue number	1
Early online date	12 Jan 2022
DOIs	https://doi.org/10.1111/puar.13368
Publication status	Published - Jan 2022
Externally published	Yes

Bibliographical note

Publisher Copyright:
© 2021 The Authors. Public Administration Review published by Wiley Periodicals LLC. on behalf of The American Society for Public Administration

Funding

This work was supported by the National Research Foundation of Korea, Korean Government (NRF-2017S1A3A2067636).

Access to Document

10.1111/puar.13368Licence: CC BY-NC-ND

Cite this

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

Abstract

Bibliographical note

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