Experimental replication: an experimental test of the expectancy disconfirmation theory of citizen satisfaction
Sign Up to like & getrecommendations! Published in 2017 at "Public Management Review"
DOI: 10.1080/14719037.2017.1295099
Abstract: ABSTRACT The expectancy disconfirmation theory has been applied to public management research in order to test whether citizen satisfaction with public services is determined, not only by experienced performance but also by an implicit comparison… read more here.
Keywords: theory; expectancy disconfirmation; disconfirmation theory; test ... See more keywords
Is citizen satisfaction affected by the equivalent framing effect? A study based on situations involving poor government performance
Sign Up to like & getrecommendations! Published in 2023 at "International Review of Administrative Sciences"
DOI: 10.1177/00208523231173128
Abstract: Although numerous studies have confirmed the existence and possible limitations of the equivalent framing effect in performance information evaluation, few studies have examined the conditions under which this framing effect works or does not work.… read more here.
Keywords: government; framing effect; citizen satisfaction; performance ... See more keywords
Framing the Role of and Defining Criteria for Usefulness of Citizen Satisfaction Surveys in Local Urban Environmental Management
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DOI: 10.1177/0975425317716608
Abstract: The delivery of urban environmental services is among the functions devolved to local governments. As public services, they are routinely evaluated typically using ‘hard’ performance measures. The current trend of local governance incorporates citizens’ perspectives… read more here.
Keywords: urban environmental; usefulness citizen; management; citizen satisfaction ... See more keywords
Study of citizen satisfaction and loyalty in the urban area of Guayaquil: Perspective of the quality of public services applying structural equations
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DOI: 10.1371/journal.pone.0263331
Abstract: This study investigates the satisfaction and adequacy of citizens through the expected quality and perceived quality in the areas of planning and territorial viability, experience in the provision of municipal services and citizen experience in… read more here.
Keywords: satisfaction loyalty; quality; citizen satisfaction; satisfaction ... See more keywords