Impact of supply–demand matching on citizen satisfaction: analysis based on expectancy disconfirmation model

Yang Jia, Bingsheng Liu and Jinfeng Zhang

Journal of Chinese Governance, 2024, vol. 9, issue 2, 221-243

Abstract: In the context of ensuring the well-being of citizens, the energy industry should predominantly adhere to the people-oriented approach. Investigation of citizen satisfaction through the lenses of power supply and societal demand is of utmost importance. This study constructs a satisfaction model based on expectancy disconfirmation theory, employs response surface analysis to explore the impact of matching degree between demand and supply on citizen satisfaction. The results show that citizen satisfaction is notably higher in case of a match between public expectations and supply quality compared to mismatch scenarios. Furthermore, instances involving both high public expectations and high supply quality, yield greater satisfaction compared to scenarios involving low public expectations and low supply quality. Importantly, citizen satisfaction experiences a dip when public expectations surpass supply quality, unlike situations where public expectations fall short of supply quality. Policy awareness does not moderate the effect of matching analysis on citizen satisfaction. This research enriches the scope of understanding the complex nature of public satisfaction, offering theoretical support for the high-quality development of power supply departments, catering to both energy needs and well-being of citizens. Thus, the current study significantly contributes to promoting the sustainable and high-quality development of the local social economy.

Date: 2024
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DOI: 10.1080/23812346.2024.2331284

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