Skip Navigation


Journal of Public Administration Research and Theory Advance Access originally published online on September 15, 2005
Journal of Public Administration Research and Theory 2006 16(4):599-611; doi:10.1093/jopart/mui058
This Article
Right arrow Full Text
Right arrow Full Text (PDF)
Right arrow All Versions of this Article:
16/4/599    most recent
mui058v1
Right arrow Alert me when this article is cited
Right arrow Alert me if a correction is posted
Services
Right arrow Email this article to a friend
Right arrow Similar articles in this journal
Right arrow Similar articles in ISI Web of Science
Right arrow Alert me to new issues of the journal
Right arrow Add to My Personal Archive
Right arrow Download to citation manager
Right arrowRequest Permissions
Google Scholar
Right arrow Articles by Van Ryzin, G. G.
Right arrow Search for Related Content
Social Bookmarking
Add to CiteULike   Add to Connotea   Add to Del.icio.us  
What's this?

© The Author 2005. Published by Oxford University Press. All rights reserved. For permissions, please e-mail: journals.permissions@oupjournals.org.

Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government

Gregg G. Van Ryzin

Baruch College, City University of New York

Address correspondence to the author at gregg_vanryzin{at}baruch.cuny.edu.

It is important for public administration researchers and practitioners to understand how citizens form satisfaction judgments regarding local government services. A prior study by Van Ryzin (2004) found strong support for an expectancy disconfirmation model of citizen satisfaction, which focuses on the gap between performance and expectations. This model has been tested for decades in studies of private sector customer satisfaction, yet it is little known and applied in the field of public administration. The present study seeks to replicate the Van Ryzin (2004) results, which were based on a telephone survey in New York City, using a nationwide sample and a much different survey methodology, namely, an online, self-administered survey of a national panel. In addition, this study tests the sensitivity of the results to two alternative measures of disconfirmation (or the gap between performance and expectations). Results using subtractive disconfirmation confirm the basic expectancy disconfirmation model, but results using perceived disconfirmation do not, calling into question the policy and management implications of the prior study.


Add to CiteULike CiteULike   Add to Connotea Connotea   Add to Del.icio.us Del.icio.us    What's this?


This article has been cited by other articles:


Home page
 J Public Adm Res TheoryHome page
O. James
Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services
J. Public Adm. Res. Theory., January 1, 2009; 19(1): 107 - 123.
[Abstract] [Full Text] [PDF]


Disclaimer: Please note that abstracts for content published before 1996 were created through digital scanning and may therefore not exactly replicate the text of the original print issues. All efforts have been made to ensure accuracy, but the Publisher will not be held responsible for any remaining inaccuracies. If you require any further clarification, please contact our Customer Services Department.