ERIC Number: EJ759283
Record Type: Journal
Publication Date: 2004
Expectations, Performance, and Citizen Satisfaction with Urban Services
Van Ryzin, Gregg G.
Journal of Policy Analysis and Management, v23 n3 p433-448 Sum 2004
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.
Descriptors: Satisfaction, Expectation, Performance, Services, Urban Areas, Models, Surveys, Urban Population
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Publication Type: Journal Articles; Reports - Research
Education Level: N/A
Authoring Institution: N/A
Identifiers - Location: New York