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Experimental replication: an experimental test of the expectancy disconfirmation theory of citizen satisfaction

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  • Anders Foged Filtenborg
  • Frederik Gaardboe
  • Jesper Sigsgaard-Rasmussen

Abstract

The expectancy disconfirmation theory has been applied to public management research in order to test whether citizen satisfaction with public services is determined, not only by experienced performance but also by an implicit comparison of service quality with prior expectations. This study replicates what is to date the only experimental test of the theory. Using an online survey panel of Danish citizens (n = 1,425), participants were randomly assigned to receive either low or high expectations, followed by either low- or high- performance information. Our findings suggest that citizens’ expectations are an important predictor of their satisfaction with public services.

Suggested Citation

  • Anders Foged Filtenborg & Frederik Gaardboe & Jesper Sigsgaard-Rasmussen, 2017. "Experimental replication: an experimental test of the expectancy disconfirmation theory of citizen satisfaction," Public Management Review, Taylor & Francis Journals, vol. 19(9), pages 1235-1250, October.
    • Handle: RePEc:taf:rpxmxx:v:19:y:2017:i:9:p:1235-1250
    DOI: 10.1080/14719037.2017.1295099
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    Cited by:

    1. Pontones-Rosa, Carolina & Pérez-Morote, Rosario & Santos-Peñalver, Jesús F., 2021. "ICT-based public policies and depopulation in hollowed-out Spain: A survey analysis on the digital divide and citizen satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
    2. Rosario, Pérez-Morote & Carolina, Pontones-Rosa & Montserrat, Núñez-Chicharro & Elena, Merino-Madrid, 2021. "Determinant factors of individuals’ decision to emigrate in rural Spain: The role of ICT-based public policies," Technology in Society, Elsevier, vol. 67(C).
    3. Morten Hjortskov, 2020. "Interpreting expectations: Normative and predictive expectations from the citizens’ viewpoint," Journal of Behavioral Public Administration, Center for Experimental and Behavioral Public Administration, vol. 3(1).
    4. Manuel Rey-Moreno & Cayetano Medina-Molina & Ramón Barrera-Barrera, 2018. "Multichannel strategies in public services: levels of satisfaction and citizens’ preferences," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(1), pages 9-24, March.

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