Expectations, performance, and citizen satisfaction with urban services

TLDR

The expectancy disconfirmation model has dominated private‑sector research on customer satisfaction for decades, yet it has not been applied to citizen satisfaction with urban services, where satisfaction judgments arise from comparing performance with prior expectations. Using New York City citizen survey data, the study shows that citizen expectations and especially expectation disconfirmation play a fundamental role in satisfaction judgments of urban services, suggesting managers should promote both high‑quality services and high citizen expectations, with further implications discussed. © 2004 Association for Public Policy Analysis and Management.

Abstract

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.