Articlehybrid2021

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

Wenna Chen · Nicolai Petrovsky · Richard M. Walker

192 citations0/0 files storedPublic Administration Review

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Public Policy and Administration Research Customer Service Quality and Loyalty Public Administration in Developing Nations

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.

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References

1997Bias in meta-analysis detected by a simple, graphical test 1992A power primer.2010Conducting Meta-Analyses in R with the metafor Package 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2009The PRISMA statement for reporting systematic reviews and meta-analyses of studies that evaluate health care interventions: explanation and elaboration 1979The file drawer problem and tolerance for null results.2010Satisfaction: a behavioral perspective on the consumer 1976Primary, Secondary, and Meta-Analysis of Research

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