An Overview of Citizen Satisfaction with Public Service: Based on the Model of Expectancy Disconfirmation

Abstract

The primary objective of this article is to gauge the satisfaction of the citizen with the help of expectancy disconfirmation model (EDM) and discover areas for future research dependent on this model. This study examines expectancy disconfirmation model utilized in government sector to measure citizen satisfaction reported in literature since 2004. This review will attempt to identify the linkage between each of the studies and figure out the gap for upcoming research. Review of entire past researches revealed that satisfaction is a function of expectation, perceived service quality and disconfirmation (expectation—perception about service quality) of beneficiaries. The expectation intended to a particular service is changing with the passage of time. Growth of literature in the domain of citizen satisfaction seems to build up consecutively providing a continuous learning from the findings of earlier researches. This study drew a new dimension to the practitioners in this specific field.

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