A dynamic study of citizen satisfaction: replicating and extending Van Ryzin’s “testing the expectancy disconfirmation model of citizen satisfaction with local government”

Nathan Favero; Richard M. Walker; Jiasheng Zhang

doi:10.1080/14719037.2024.2304130

A dynamic study of citizen satisfaction: replicating and extending Van Ryzin’s “testing the expectancy disconfirmation model of citizen satisfaction with local government”

Nathan Favero^*, Richard M. Walker, Jiasheng Zhang

^*Corresponding author af dette arbejde

Institut for Statskundskab

Publikation: Bidrag til tidsskrift/Konferencebidrag i tidsskrift /Bidrag til avis › Tidsskriftartikel › Forskning › peer review

6 Citationer (Scopus)

Abstract

We consider how current and past views of a service provider jointly shape satisfaction levels. In Study 1, we replicate a prior study of expectancy-disconfirmation by Van Ryzin, and in Study 2 we extend the original cross-sectional design by analysing a four-wave panel with 654 respondents in Hong Kong. Study 1 findings replicate the original study. Our Study 2 extension finds that (1) citizens’ attitudes about satisfaction are relatively stable over time, (2) expectations are a driver of satisfaction but their explanatory power can be relatively modest and temporary, and (3) current perceptions of service quality carry over to future satisfaction levels.

Originalsprog	Engelsk
Tidsskrift	Public Management Review
Vol/bind	27
Nummer	6
Sider (fra-til)	1588-1606
Antal sider	19
ISSN	1471-9037
DOI	https://doi.org/10.1080/14719037.2024.2304130
Status	Udgivet - 2025

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abstract = "We consider how current and past views of a service provider jointly shape satisfaction levels. In Study 1, we replicate a prior study of expectancy-disconfirmation by Van Ryzin, and in Study 2 we extend the original cross-sectional design by analysing a four-wave panel with 654 respondents in Hong Kong. Study 1 findings replicate the original study. Our Study 2 extension finds that (1) citizens{\textquoteright} attitudes about satisfaction are relatively stable over time, (2) expectations are a driver of satisfaction but their explanatory power can be relatively modest and temporary, and (3) current perceptions of service quality carry over to future satisfaction levels.",

keywords = "Citizen satisfaction, expectancy disconfirmation model, longitudinal, replication, survey",

author = "Nathan Favero and Walker, {Richard M.} and Jiasheng Zhang",

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A dynamic study of citizen satisfaction: replicating and extending Van Ryzin’s “testing the expectancy disconfirmation model of citizen satisfaction with local government”. / Favero, Nathan; Walker, Richard M.; Zhang, Jiasheng.
I: Public Management Review , Bind 27, Nr. 6, 2025, s. 1588-1606.

Publikation: Bidrag til tidsskrift/Konferencebidrag i tidsskrift /Bidrag til avis › Tidsskriftartikel › Forskning › peer review

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AU - Zhang, Jiasheng

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N2 - We consider how current and past views of a service provider jointly shape satisfaction levels. In Study 1, we replicate a prior study of expectancy-disconfirmation by Van Ryzin, and in Study 2 we extend the original cross-sectional design by analysing a four-wave panel with 654 respondents in Hong Kong. Study 1 findings replicate the original study. Our Study 2 extension finds that (1) citizens’ attitudes about satisfaction are relatively stable over time, (2) expectations are a driver of satisfaction but their explanatory power can be relatively modest and temporary, and (3) current perceptions of service quality carry over to future satisfaction levels.

AB - We consider how current and past views of a service provider jointly shape satisfaction levels. In Study 1, we replicate a prior study of expectancy-disconfirmation by Van Ryzin, and in Study 2 we extend the original cross-sectional design by analysing a four-wave panel with 654 respondents in Hong Kong. Study 1 findings replicate the original study. Our Study 2 extension finds that (1) citizens’ attitudes about satisfaction are relatively stable over time, (2) expectations are a driver of satisfaction but their explanatory power can be relatively modest and temporary, and (3) current perceptions of service quality carry over to future satisfaction levels.

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KW - expectancy disconfirmation model

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KW - replication

KW - survey

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A dynamic study of citizen satisfaction: replicating and extending Van Ryzin’s “testing the expectancy disconfirmation model of citizen satisfaction with local government”

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