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

Zhang, Jiasheng; Chen, Wenna; Petrovsky, Nicolai; Walker, Richard M.

doi:10.1111/puar.13368

Cited by 97 publications

(59 citation statements)

References 60 publications

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“…Studies like Grimmelikhuijsen et al (2013) and Porcher (2021) have examined how national cultural values shape citizens’ perceptions of government transparency or quality of government. Using the expectancy disconfirmation model, a growing line of studies examines how service performance and citizens' comparison of the performance with their prior expectations together influence citizens' assessment of government services (Oliver 1980; Van Ryzin 2004; Zhang et al 2021). Our study sheds additional light on the interplay between societal culture and public management arrangements: the impact of measurement types and levels of analysis on the performance‐trust link is further moderated by power distance.…”

Section: Discussionmentioning

confidence: 99%

A Meta‐Analysis of the Government Performance—Trust Link: Taking Cultural and Methodological Factors into Account

Zhang

Yang

2021

Public Administration Review

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The performance‐trust link constitutes an important issue, but the public administration and political science literature has been equivocal regarding how it is influenced by cultural and methodological factors. Meta‐analyzing 72 empirical studies, this article finds that the link is stronger in low power distance countries, when outputs are used to measure government performance, or when the focus is on local government. In addition, the performance‐trust link holds true regardless of whether performance data are subjective or objective, or whether the studies focus on performance of government as a whole or specific agencies. The results imply that in order to nurture and sustain trust in government, we should pay more attention to societal cultures and the way government performance information is provided. Trust in government studies should become both more scientific and more culturally sensitive.

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Section: Discussionmentioning

confidence: 99%

A Meta‐Analysis of the Government Performance—Trust Link: Taking Cultural and Methodological Factors into Account

Zhang

Yang

2021

Public Administration Review

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“…E x p e c t a n c y d i s c o n f i r m a t i o n i s a psychological theory that is widely used in marketing, especially in consumer behaviour, to decide whether or not a customer is satisfied after post-purchase (Chatterjee & Suy, 2019). Initially, this model was commonly applied in customer satisfaction from private sector services (Jayanti & Jakson, 1991), but it is increasingly being applied in public sector service (Van Ryzin, 2004Roch & Poister 2006;James, 2009;Morgeson, 2012) and has become one of the dominant approaches in explaining citizen satisfaction with public services (Zhang et al, 2021). The expectancy disconfirmation model posits that disconfirmation affects citizen satisfaction.…”

Section: Expectation Disconfirmation Modelmentioning

confidence: 99%

Citizen Satisfaction with Public Service: What Factors Drive?

Lamsal¹,

Gupta²

2022

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Understanding citizens’ satisfaction with public service is crucial for effective and efficient governance. In this milieu, this paper intended to examine the factors that drive citizen satisfaction with public service. Data on this topic were taken from the Nepal National Governance Survey 2017/18, and analyzed using a logistic regression model. The findings revealed that compliance with the rule, responsiveness, prompt service delivery, receiving service own self, and hassle-free service have a positive effect on citizen satisfaction, whereas paid/asked bribes and service attempts have a negative effect. Hence, cautious intervention in these factors is pivotal to ensure higher citizen satisfaction with public service.

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“…The growing literature on behavioral public administration has provided some initial evidence on individuals' inability or unwillingness to favorably evaluate public programs (Baekgaard and Serritzlew 2016;Battaglio Jr et al 2019;Charbonneau and Van Ryzin 2015;Hvidman 2019;Hvidman and Andersen 2016;James and Van Ryzin 2017;Marvel 2015Marvel , 2016Zhang et al 2021). Some studies suggest that anti-public sector bias, involving perceptions of public organizations as wasteful and ineffective, creates cynicism that is resistant to objective information, especially among those with less education (Marvel 2015(Marvel , 2016.…”

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confidence: 99%

Sector Bias and the Credibility of Performance Information: An Experimental Study of Elder Care Provision

Meier

Song

Davis

et al. 2021

Public Administration Review

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Reporting government performance to the public is key tool in improving accountability. Some evidence, however, has shown that individuals’ anti‐public sector biases may distort performance information about public organizations. Using an experimental vignette on U.S. nursing homes, this study fills four gaps in the literature: (1) the need to include nonprofit organizations rather than just public and for‐profit, (2) consideration of the credibility of the source of performance information, (3) the use of simple commonly used performance metrics, and (4) the willingness to use services as a performance dimension. We find the public has a general but modest anti‐for‐profit sector bias in nursing home care with nonprofits perceived the most positively. Sector biases generally disappear when clear performance data are presented. The credibility of the source matters, and respondents' willingness to use organizational services is more sensitive to both sector bias and performance ratings than are performance measures. Practitioner Points In the field of long‐term care, individuals have no anti‐public sector bias, and they have more favorable views of nonprofit organizations than for‐profit organizations. Perceived sector bias disappears when simple and unambiguous performance information is introduced. The source of performance information matters: individuals perceive the information from government and nonprofit sources as more credible than that from for‐profit sources. A high degree of credibility amplifies the effect of performance information in shaping individuals’ evaluations of public services.

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

Cited by 97 publications

References 60 publications

A Meta‐Analysis of the Government Performance—Trust Link: Taking Cultural and Methodological Factors into Account

A Meta‐Analysis of the Government Performance—Trust Link: Taking Cultural and Methodological Factors into Account

Citizen Satisfaction with Public Service: What Factors Drive?

Sector Bias and the Credibility of Performance Information: An Experimental Study of Elder Care Provision

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