Expectations, performance, and citizen satisfaction with urban services

Gregg G. Van Ryzin
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Gregg G. Van Ryzin: School of Public Affairs, Baruch College, City University, New York, Postal: School of Public Affairs, Baruch College, City University, New York

Journal of Policy Analysis and Management, 2004, vol. 23, issue 3, 433-448

Abstract: The expectancy disconfirmation model has dominated private-sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined-not just by product or service performance-but by a process in which consumers compare performance with their prior expectations. Using data from a New York City citizen survey, this study finds that citizen expectations, and especially the disconfirmation of expectations-factors that previously have not been considered in empirical studies of the determinants of citizen satisfaction-play a fundamental role in the formation of satisfaction judgments regarding the quality of urban services. Interestingly, the modeling results suggest that urban managers should seek to promote not only high-quality services, but also high expectations among citizens. Additional implications for research and public management practice are discussed. © 2004 by the Association for Public Policy Analysis and Management.

Date: 2004
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Citations: View citations in EconPapers (33)

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Persistent link: https://EconPapers.repec.org/RePEc:wly:jpamgt:v:23:y:2004:i:3:p:433-448

DOI: 10.1002/pam.20020

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