Factors affecting citizen satisfaction: examining from the perspective of the expectancy disconfirmation theory and individual differences

ABSTRACT The vast majority of studies that have investigated whether the formation of citizen satisfaction is dependent upon factors other than the objective quality of policies have been conducted in the United Kingdom or United States. From a psychological perspective, citizen satisfaction may be influenced by a discrepancy between prior expectation and perceived performance, as suggested by the expectancy disconfirmation model (EDM). In this study, the EDM was assessed at the local government level by analysing data from a local government satisfaction survey conducted in Taiwan. The results indicated that both empirical and normative disconfirmation (between the expectation and the perceived level of performance) affect citizen satisfaction in three policy domains: public safety, transportation, and environmental cleanliness. These results underscore the need for local government officials to manage citizen satisfaction in accordance with citizen expectations. Understanding and managing citizen expectations may help address citizen dissatisfaction and improve the overall public perception of government.