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

See all articles by Nicolai Petrovsky

Nicolai Petrovsky

University of Kentucky - James W. Martin School of Public Policy and Administration

Jue Young Mok

University of Kentucky

Filadelfo León Cázares

Universidad de Guadalajara

Date Written: April 16, 2016

Abstract

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

Petrovsky, Nicolai and Mok, Jue Young and León Cázares, Filadelfo, Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy-Disconfirmation Model (April 16, 2016). Available at SSRN: https://ssrn.com/abstract=2542283 or http://dx.doi.org/10.2139/ssrn.2542283

Nicolai Petrovsky (Contact Author)

University of Kentucky - James W. Martin School of Public Policy and Administration ( email )

Lexington, KY 40506
United States

HOME PAGE: http://www.petrovsky.ws/

Jue Young Mok

University of Kentucky ( email )

Lexington, KY 40506
United States

Filadelfo León Cázares

Universidad de Guadalajara ( email )

Guadalajara
8585
Guadalajara, Tlaquepaque 45604
Mexico

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