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

By Jiasheng Zhang, Wenna Chen, Nicolai Petrovsky, R. M. Walker. PAR. Public Administration Review, 2021

169 citations recorded by the source corpus.

1 This is an open access article under the terms of the Creative Commons Attribution-NonCommercial-NoDerivs License, which permits use and distribution in any medium, provided the original work is properly cited, the use is non-commercial and no modifications or adaptations are made. 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.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Public Administration

View Paper: https://www.semanticscholar.org/paper/cc6b87fa28c0de8ae9fd64c36d3d170145079521