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

Chen, Wenna and Dong, Binzizi and Hsieh, Chih-Wei and Lee, M. Jin and Liu, Ning and Walker, Richard Mark and Wang, Yao and Wen, Bo and Wen, Wen and Wu, Peiyi and Wu, Xia and Zhang, Jiasheng (2022) A replication of ``an experimental test of the expectancy-disconfirmation theory of citizen satisfaction''. Public Administration, 100 (3, SI). pp. 778-791. ISSN 0033-3298, DOI https://doi.org/10.1111/padm.12860.

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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.

Item Type: Article
Funders: National Natural Science Foundation of China (NSFC) [71974164], (Policy Innovation and Coordination Office) of the Government of the Hong Kong Special Administrative Region [2015.A1.031.16A], Hong Kong Scholars Program [2020-215]
Uncontrolled Keywords: Performance; Expectations; Governance; Model
Subjects: J Political Science > JA Political science (General)
Depositing User: Ms. Juhaida Abd Rahim
Date Deposited: 25 Sep 2023 01:50
Last Modified: 25 Sep 2023 01:50
URI: http://eprints.um.edu.my/id/eprint/41456

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