A dynamic study of citizen satisfaction: replicating and extending Van Ryzin’s “testing the expectancy disconfirmation model of citizen satisfaction with local government”

Abstract

We consider how current and past views of a service provider jointly shape satisfaction levels. In Study 1, we replicate a prior study of expectancy-disconfirmation by Van Ryzin, and in Study 2 we extend the original cross-sectional design by analysing a four-wave panel with 654 respondents in Hong Kong. Study 1 findings replicate the original study. Our Study 2 extension finds that (1) citizens’ attitudes about satisfaction are relatively stable over time, (2) expectations are a driver of satisfaction but their explanatory power can be relatively modest and temporary, and (3) current perceptions of service quality carry over to future satisfaction levels.

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