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It is important for public administration researchers and practitioners to understand how citizens form satisfaction judgments regarding local government services. A prior study by Van Ryzin (2004) found strong support for an expectancy disconfirmation model of citizen satisfaction, which focuses on the gap between performance and expectations. This model has been tested for decades in studies of private sector customer satisfaction, yet it is little known and applied in the field of public administration. The present study seeks to replicate the Van Ryzin (2004) results, which were based on a telephone survey in New York City, using a nationwide sample and a much different survey methodology, namely, an online, self-administered survey of a national panel. In addition, this study tests the sensitivity of the results to two alternative measures of disconfirmation (or the gap between performance and expectations). Results using subtractive disconfirmation confirm the basic expectancy disconfirmation model, but results using perceived disconfirmation do not, calling into question the policy and management implications of the prior study.
Gregg G. Van Ryzin (Thu,) studied this question.