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 and Jiasheng Zhang

Public Management Review, 2025, vol. 27, issue 6, 1588-1606

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.

Date: 2025
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DOI: 10.1080/14719037.2024.2304130

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