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An Overview of Citizen Satisfaction with Public Service: Based on the Model of Expectancy Disconfirmation
16 references·0 citing·45 second hop
An Overview of Citizen Satisfaction with Public Service: Based on the Model of Expectancy Disconfirmation (2019)An Overview of Citizen Satisfaction with …European Journal of Business and Management (2017)European Journal of Business …International Journal of Engineering Business Management (2016)International Journal of Engi…The Dynamics of Performance Management: Constructing Information and Reform (2008)The Dynamics of Performance M…Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services (2007)Evaluating the Expectations D…Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government (2005)Testing the Expectancy Discon…Service quality models: a review (2005)Service quality models: a rev…Expectations, performance, and citizen satisfaction with urban services (2004)Expectations, performance, an…Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City (2004)Drivers and Consequences of C…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Subjective and Objective Measures of Police Service Delivery (1983)Subjective and Objective Meas…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator (1979)Citizen Satisfaction with Urb…An Experimental Study of Customer Effort, Expectation, and Satisfaction (1965)An Experimental Study of Cust…Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)An analysis of the e‐service literature: towards a research agenda (2006)What accounts for students' loyalty? Some field study evidence (2007)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)A Pure Theory of Local Expenditures (1956)Measuring Expectations (2004)Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship (2010)New Public Management and Citizens' Perceptions of Local Service Efficiency, Responsiveness, Equity and Effectiveness (2012)An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction (2013)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)A Theory of Cognitive Dissonance (1957)An Investigation into the Determinants of Customer Satisfaction (1982)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Tourist Satisfaction with Mallorca, Spain, as an Off-Season Holiday Destination (2000)A Theory of Cognitive Dissonance (2017)Backward Mapping: Implementation Research and Policy Decisions (1979)The Big Question for Performance Management: Why Do Managers Use Performance Information? (2010)Pulling the Levers: Transformational Leadership, Public Service Motivation, and Mission Valence (2011)COVID-19 and the policy sciences: initial reactions and perspectives (2020)Glass Breaking, Strategy Making, and Value Creating: Meta-Analytic Outcomes of Women as CEOs and TMT members (2016)Flexibility and Resilience in Corporate Decision Making: A New Sustainability-Based Risk Management System in Uncertain Times (2021)Effect of Occupational Transfers on Employee Engagement in Private Universities in Western Kenya By IJISRT (2024)
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References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 2017European Journal of Business and Management2,838 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1965An Experimental Study of Customer Effort, Expectation, and Satisfaction1,180 cited
  • 2005Service quality models: a review1,007 cited
  • 2008The Dynamics of Performance Management: Constructing Information and Reform843 cited
  • 2007Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services435 cited
  • 2004Expectations, performance, and citizen satisfaction with urban services419 cited
  • 1979Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator326 cited
  • 2005Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government299 cited
  • 1983Subjective and Objective Measures of Police Service Delivery297 cited

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2004
Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City
264 cited
  • 2016International Journal of Engineering Business Management264 cited
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