An Overview of Citizen Satisfaction with Public Service: Based on the Model of Expectancy Disconfirmation

Abstract

The primary objective of this article is to gauge the satisfaction of the citizen with the help of expectancy disconfirmation model (EDM) and discover areas for future research dependent on this model. This study examines expectancy disconfirmation model utilized in government sector to measure citizen satisfaction reported in literature since 2004. This review will attempt to identify the linkage between each of the studies and figure out the gap for upcoming research. Review of entire past researches revealed that satisfaction is a function of expectation, perceived service quality and disconfirmation (expectation-perception about service quality) of beneficiaries. The expectation intended to a particular service is changing with the passage of time. Growth of literature in the domain of citizen satisfaction seems to build up consecutively providing a continuous learning from the findings of earlier researches. This study drew a new dimension to the practitioners in this specific field.

Citizen Satisfaction with Public Service: What Factors Drive?

“…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).…”

“…Disconfirmation may be positive or negative depending on the service performance and expectations. A customer's expectation is positively disconfirmed when a service performs above expectations, and negatively disconfirmed when a service performs under expectations (Alizadeh & Kianfar, 2013;Chatterjee & Suy, 2019). Positive disconfirmation increases with higher performance and decreases with higher expectations (Grimmelikhuijsen & Porumbescu, 2017).…”

“…Today, public service institutions face an everincreasing demand for providing the finest and efficient services compared to the past (Hailu & Shifare, 2019). Public service institutions have a duty for providing high-quality services to citizens in accordance with public service has emerged as a topic of interest for academics and managers studying governance and public administration (Chatterjee & Suy, 2019;Nguyen et al, 2016). Scholars of public a d m i n i s t ra t i o n h ave b e e n interested in explaining citizen satisfaction and studying the consequences of high or low satisfaction (Van de Walle, 2018).…”

Active Inference: Applicability to Different Types of Social Organization Explained through Reference to Industrial Engineering and Quality Management

“…This is because humans who open cupboard kit boxes see what they expect to see: cupboard-specific components, component-specific connectors, and connector-specific tools, which their actions assemble in accordance with visual instructions. Thus, through industrial engineering informed by market research and QMS monitoring there can be a continuous cycle of active inference within which a company seeks to determine individuals' expectations for sensory inputs and then meet individuals' expectations for sensory inputs [129][130][131]. Such repetitive cycles in the development and monitoring of processes can facilitate the quantification of VFE.…”

Access to Information Law in Brazil: What the Implementation Data Reveal

“…The "Expectancy-Disconfirmation Theory" (Chatterjee and Suy, 2019;Grimmelikhuijsen and Porumbescu, 2017;Oliver, 1980;Purvis, Zagenczyk and McCray, 2015;Yüksel and Yüksel, 2007) states that a level of customer's satisfaction with some product (good or service) provided to him by a supplier depends always of what the customer expected before receiving the product. This "what" may be a set of valued attributes of the requested good or service concerning its performance, quality, price, delivery deadline, durability, maintaining cost, etc.…”