Citizen Expectancy-Disconfirmation Theory: Replication, Extension and Technological Application

Citizen satisfaction with public services is a topic central to the management of public services. Its importance is signaled by the widespread use of satisfaction surveys to provide management information that can influence... [ view full abstract ]

Citizen satisfaction with public services is a topic central to the management of public services. Its importance is signaled by the widespread use of satisfaction surveys to provide management information that can influence decision-making. Satisfaction surveys used by public service organizations (PSO) are often theoretically uninformed. Expectancy disconfirmation theory (EDT) is a framework that can shed light on the process citizens use to reach conclusions about their satisfaction with the services they use. EDT examines prior expectations of the characteristics or benefits that users will derive from using a service, and contrasts this with satisfaction (or performance) of the service experienced. Disconfirmation is the gap between users’ prior expectations and experienced performance, and can be negative or positive.

The EDT has been tested and validated in the generic management literature and has limited exposure in public services in the UK and USA (James 2009, 2011; Van Ryzin 2003, 2004, 2013). We seek to make methodological and technological innovations. Methodologically we replicate Van Ryzin (2013) and undertake extensions—introducing time dimension into the research design to achieve more robust findings. The study implements the experimental vignette methodology that combines between and within-subject research designs. Four experiments are conducted using a two by two factorial design that examine expectations (low and high) and satisfaction (low and high) among public services that include street cleanliness and air quality. The study is conducted among a sample of 1,000 citizens in Hong Kong drawn from “mycitizenspanel”. Technologically we use the findings to inform the design of a mobile app that can be used to assess citizen satisfaction. In conclusion, the implications of the use of EDT, longitudinal experimental research designs and the use of mobile app technologies will be discussed in relation to the study of behavioural public administration.