Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy-Disconfirmation Model
40 Pages Posted: 23 Dec 2014 Last revised: 19 Apr 2016
Date Written: April 16, 2016
Citizen satisfaction with public services has been shown to depend on citizens’ expectations and their perceptions of performance. If performance exceeds expectations, satisfaction is likely; if performance falls short of expectations, dissatisfaction is likely. The existing evidence on this process covers the U.S. and the UK. We generalize the idea of expectation-driven citizen satisfaction (the “expectancy-disconfirmation model”) theoretically and empirically to an institutional context of limited accountability and widespread citizen distrust. Using a survey of a broad cross-section of the general adult population in Guadalajara, Mexico in 2014, we find support for the expectancy-disconfirmation model in this very different context. We also test for an effect of the type of expectation using an embedded, randomized experiment, but do not find evidence of a difference between normative and empirical expectations. Our findings support the usefulness of the expectancy-disconfirmation model in a wide range of contexts.
Keywords: citizen satisfaction; expectancy-disconfirmation model; survey experiment
Suggested Citation: Suggested Citation