An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction

2013 ◽  
Vol 32 (3) ◽  
pp. 597-614 ◽  
Author(s):  
Gregg G. Van Ryzin
Keyword(s):  
Experimental Test ◽  
Citizen Satisfaction ◽  
Expectancy Disconfirmation

Everything Is Relative: How Citizens Form and Use Expectations in Evaluating Services

2020 ◽  
Author(s):  
Nathan Favero ◽  
Minjung Kim
Keyword(s):  
Empirical Studies ◽  
Performance Information ◽  
Comparative Performance ◽  
Citizen Satisfaction ◽  
Expectancy Disconfirmation ◽  
Normative Expectations ◽  
Amazon's Mechanical Turk ◽  
Vignette Experiment ◽  
The Relationship ◽  
Comparative Performance Information

Abstract In recent years, studies of citizen satisfaction have increasingly relied on the expectancy–disconfirmation model, which highlights the role that expectations play in driving citizen evaluations of government services. But most empirical studies within public administration of the relationship between expectations and satisfaction indicate that expectations have little-to-no net effect on satisfaction. We argue that these results may be largely driven by the weaknesses of existing measurement approaches and inattention in many studies to the distinction between two types of expectations: those about what should happen (normative expectations) versus those about what will happen (predictive expectations). Distinguishing between these two types of expectations is important because they are likely to have different—and perhaps even opposite—effects on satisfaction. We recruited 972 US residents via Amazon’s Mechanical Turk to complete a survey vignette experiment and found that normative expectations are strongly (and negatively) related to satisfaction levels, whereas predictive expectations are barely related to satisfaction at all. We also find that comparative performance information generally has a much stronger effect on predictive expectations than on normative expectations. These findings suggest that theories of satisfaction should more consistently distinguish between different types of expectations. Our results also leave us somewhat optimistic about the ability of ordinary residents to follow a reasonable process when assigning normative meaning to performance information.

scholarly journals Testing Citizen Satisfaction in the Local Government: Focusing on the Vision 2020 Umurenge Program in Rwanda

2020 ◽  
Vol 2 (1) ◽  
pp. 33-47
Author(s):  
Pierre Celestin Bimenyimana ◽  
Moon-Gi Jeong
Keyword(s):  
Local Government ◽  
Citizen Participation ◽  
Structural Equation ◽  
Online Survey ◽  
Social Protection ◽  
Positive Influence ◽  
Vision 2020 ◽  
Actual Performance ◽  
Citizen Satisfaction ◽  
Expectancy Disconfirmation

Public administration scholars and practitioners need to understand how citizens form judgments regarding programs implemented at the local government level. The expectancy disconfirmation model of citizen satisfaction (EDM) focuses on comparing performance and expectations and was found important to understand that. This study tests the application of the expectancy disconfirmation model of citizen satisfaction in the local government of Rwanda focusing on the Vision 2020 Umurenge Program (VUP), which is a flagship of the social protection programs in Rwanda since 2008. It predicts that satisfaction with the program may increase the level of citizen participation. Data was collected from 379 VUP beneficiaries of the program in the Gicumbi district of Rwanda using an online survey questionnaire. We applied the Structural Equation Model and correlation analysis to analyze the data. The results found EDM applicable to how citizen forms a judgment about satisfaction with VUP where there is a positive relationship between expectations and actual performance of the program (positive disconfirmation) and positive influence of EDM with VUP to citizen participation. The study suggests that the governments should take into consideration the citizens’ feedback so as to meet their expectations and their satisfaction which may increase the level of citizen participation.

scholarly journals Testing Citizen Satisfaction in the Local Government: Focusing on the Vision 2020 Umurenge Program in Rwanda

2021 ◽  
Vol 3 (1) ◽  
pp. 35-48
Author(s):  
Pierre Celestin Bimenyimana ◽  
Moon-Gi Jeong
Keyword(s):  
Local Government ◽  
Citizen Participation ◽  
Structural Equation ◽  
Online Survey ◽  
Social Protection ◽  
Positive Influence ◽  
Vision 2020 ◽  
Actual Performance ◽  
Citizen Satisfaction ◽  
Expectancy Disconfirmation

It is very important for public administration scholars and practitioners to understand how citizens form judgments regarding programs implemented at the local government level. The expectancy disconfirmation model of citizen satisfaction (EDM) focuses on comparing performance and expectations and was found important to understand that. This study tests the application of the expectancy disconfirmation model of citizen satisfaction in the local government of Rwanda focusing on the Vision 2020 Umurenge Program (VUP), which is a flagship of the social protection programs in Rwanda since 2008. It predicts that satisfaction with the program may increase the level of citizen participation. Data was collected from 379 VUP beneficiaries of the program in the Gicumbi district of Rwanda using an online survey questionnaire. We applied the Structural Equation Model and correlation analysis to analyze the data. The results found EDM applicable to how citizen forms judgment about satisfaction with VUP where there is a positive relationship between expectations and actual performance of the program (positive disconfirmation) and a positive influence of EDM with VUP to citizen participation. The study suggests that the governments should take into consideration the citizens’ feedback so as to meet their expectations and their satisfaction which may increase the level of citizen participation.

The impact of expectations and satisfaction on the initiation and maintenance of smoking cessation: An experimental test.

2008 ◽  
Vol 27 (3, Suppl) ◽  
pp. S197-S206 ◽  
Author(s):  
Andrew W. Hertel ◽  
Emily A. Finch ◽  
Kristina M. Kelly ◽  
Christie King ◽  
Harry Lando ◽  
...  
Keyword(s):  
Smoking Cessation ◽  
Experimental Test ◽  
The Impact
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