A replication of an experimental test of the expectancy-disconfirmation theory of citizen satisfaction

• 成果类型: Article
• 署名作者: Chen, Wenna; Dong, Binzizi; Hsieh, Chih-Wei; Lee, M. Jin; Liu, Ning; Walker, Richard M.; Wang, Yao; Wen, Bo; Wen, Wen; Wu, Peiyi; Wu, Xia; Zhang, Jiasheng
• 署名单位: Sun Yat Sen University; Sun Yat Sen University; City University of Hong Kong; Universiti Malaya; City University of Hong Kong; Shenzhen Research Institute, City University of Hong Kong; China University of Petroleum; Beihang University; Renmin University of China
• 刊物名称: PUBLIC ADMINISTRATION
• ISSN/ISSBN: 0033-3298
• DOI: 10.1111/padm.12860
• 发表日期: 2022
• 页码: 778-791
• 关键词: performance; expectations; governance; MODEL

摘要

To better understand citizen satisfaction with public services, public administration research has adopted the expectancy-disconfirmation model in recent years. This model proposes that satisfaction is a function of perceived performance and expectations. Recent quantitative and experimental studies of the expectancy-disconfirmation model have supported the framework. However, few replications have been conducted and none outside western contexts. We conducted two narrow, robust experimental replications of Van Ryzin (2013, Journal of Policy Analysis and Management, 32(3), pp. 597-614) in the Chinese cities of Hong Kong (in 2017) and Shenzhen (in 2021). We found support for the findings reported in Van Ryzin (2013) and concluded that the expectancy-disconfirmation model holds promise in a variety of settings as a framework for measuring citizen satisfaction with public services.