The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta‐analysis and an Agenda for Best Practice
对期望不一致模型在公民满意度中的实证证据进行首次元分析，发现模型总体成立但研究设计影响结果，并为未来研究提出最佳实践建议。
Abstract The expectancy‐disconfirmation model has become the predominant approach in explaining citizen satisfaction with public services. It posits that citizens compare the performance of a service against their expectations of that service. Satisfaction occurs if the perceived performance meets or exceeds the expectations. We provide the first meta‐analysis of the empirical evidence on this relationship, and find that the model is supported across studies. However, our meta‐analysis also indicates that research design choices affect the results and that the scope of public services examined is not comprehensive. We make best practice recommendations for future research to improve the measurement of citizen satisfaction.