An Experimental Test of the Expectancy‐Disconfirmation Theory of Citizen Satisfaction

A number of prior studies have found evidence for the expectancy‐disconfirmation theory of citizen satisfaction with public services, which holds that citizens judge public services not only on experienced service quality but also on an implicit comparison of service quality with prior expectations. But the evidence to date has been based on surveys (observational studies) and on subjective measures of expectations and performance, which are likely endogenous. Thus, the present study aimed to test the expectancy‐disconfirmation theory of citizen satisfaction with public services using an experimental method. Participants in an Internet panel (N = 964) were randomly assigned to receive either low‐ or high‐expectations statements from a hypothetical government official and to view either low‐ or high‐performance street cleanliness photographs, in an online survey experiment. The findings are in line with previous research and generally confirm the core relationships in the theory, although the effect of expectations varied by age and political ideology. Because this study is a true randomized experiment, it provides better evidence than previous studies regarding the true causal nature of these relationships.     

Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model

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 United States and the United Kingdom. The authors 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, this article finds support for the expectancy‐disconfirmation model in this very different context. The authors 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. Findings support the usefulness of the expectancy‐disconfirmation model in a wide range of contexts.     

Citizen satisfaction under changing political leadership: The role of partisan motivated reasoning

There exists a gap in our understanding of what citizen satisfaction evaluations actually represent. While recent years have witnessed a move away from performance‐based models to cognitive‐implicit models of citizen satisfaction, the inherent political nature of government, its institutions, and services has been largely ignored. Drawing on the functional responsibility chain between political principals and governmental, public‐service‐delivering institutions, we outline a theory of citizen satisfaction that accounts for the political nature of these institutions. In the context of two consecutive general elections, we find a partisan bias in citizen satisfaction with government and the legislative branch, but not for institutions that are more clearly separated from national government. These mixed findings are suggestive of a dispersion effect of the partisan bias in citizen satisfaction, namely, that citizens are less likely to use their partisan lenses in cases where the responsibility of political principals is dispersed across multiple actors.     

Distance,services, and citizen perceptions of the state in rural Africa

In most poor countries, basic services in rural areas are less accessible and of lower quality than those in urban settings. In this article, we investigate the subnational geography of service delivery and its relationship with citizens' perceptions of their government by analyzing the relationship between service access, satisfaction with services and government, and the distance to urban centers for more than 21,000 survey respondents across 17 African countries. We confirm that access to services and service satisfaction suffer from a spatial gradient. However, distant citizens are less likely than their urban peers to translate service dissatisfaction into discontent with their government; distant citizens have more trust in government and more positive evaluations of both local and national officials. Our findings suggest that increasing responsiveness and accountability to citizens as a means of improving remote rural services may face more limits than promoters of democratic governance and citizen‐centered accountability presume.     

The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration

The relationship between administrative service performance and citizen satisfaction has been assumed, but not demonstrated, in the application of market models to public service delivery. Although the citizen satisfaction literature cautions that the link between objective and subjective measures of service quality is tenuous at best, public‐sector professional organizations define a managerial focus on objective measures of service performance as accountability to citizens for outcomes. What if we're wrong?     

Market Orientation and Public Service Performance: New Public Management Gone Mad?

The backbone of theory of the market‐based approach New Public Management is that market orientation improves public service performance. In this article, market orientation is operationalized through the dominant theoretical framework in the business literature: competitor orientation, customer orientation, and interfunctional coordination. Market orientation is examined from the vantage point of three stakeholder groups in English local government: citizens, public servants, and the central government’s agent, the Audit Commission. Findings show that market orientation works best for enhancing citizen satisfaction with local services, but its impacts on the performance judgments of local managers or the Audit Commission are negligible. The conclusion discusses important implications of these findings for research, policy, and practice.     

A Multiple–Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdictions

Early work on municipal service–quality assessment recommended multiple measures of performance from both providers and users. Citizen satisfaction surveys have rivaled their more quantitative counterpart, administrative performance measures, in adoption, but the implication of survey results for action is not well understood by managers or scholars. To achieve meaningfully integrated multiple measures of service quality, we need to explore the dimensions of citizen satisfaction and review patterns of satisfaction across localities. We also need to understand the relationship between administrative performance measures and citizen perceptions. This cross–sectional analysis of municipal citizen satisfaction and performance benchmark data suggests that citizen satisfaction survey results are useful to managers in conjunction with performance–measurement programs as part of a multiple–indicator approach to evaluating municipal service quality. However, understanding citizen perceptions requires a different perspective than that applied to administrative service performance measurement.     

Public Trust in Government in Japan and South Korea: Does the Rise of Critical Citizens Matter?

Based on the Asia Barometer Survey of 2003, 2004, and 2006, government performance, citizen empowerment, and citizen satisfaction with self‐expression values are associated with public trust in government in Japan and South Korea. This study finds, first, that government performance on the economy, controlling political corruption, the quality of public services, crime, and attention to citizen input are significantly associated with broad public trust in government in both Japan and South Korea. Likewise, citizens’ satisfaction with their right to gather and demonstrate and to criticize the government is closely connected to trust in central and local governments in Japan. In South Korea, citizens’ satisfaction with their right to gather and demonstrate is intimately linked to trust in local government. Implications for government leadership to enhance performance, transparency, citizen participation, and public trust in government are analyzed and elaborated upon in this insightful study.     

Decentralization and alienation

Researchers and policymakers alike have made the reduction of citizen alienation one of the important goals for decentralizing public services. Decentralization is thought to bring government closer to the public being served, and therefore to improve public attitudes toward government. No existing research fully tests this hypothesis. However, several national surveys provide sufficient data to examine the relationships between various types of citizen activity linked with decentralization and the two dimensions of political alienation, powerlessness/efficacy and distrust/trust. A review of these surveys reveals that decentralized activity, whether taking the form of citizen participation, citizen awareness of decentralized facilities, or service improvements, is consistently associated with people's sense of efficacy, but not to their sense of trust. The results thus suggest that decentralization may affect alienation in terms of reducing sense of powerlessness, but that it has no impact on people's trust in government. Decentralization of public services may therefore be one of many steps taken to reduce citizen alienation toward government, but it will not, contrary to expectations, significantly impact on alienation by itself.     

Government Communication Effectiveness and Satisfaction with Police Performance: A Large‐Scale Survey Study

For the last two decades, performance management theories and practices have focused on outcome‐oriented management but have paid little attention to the role of public communication. Using multiple large data sets from Kansas City, Missouri, for 2009–14, this research suggests that the perceived effectiveness of public communication has a more substantial impact on public satisfaction with police protection and crime prevention than neighborhood crime rates and broken windows factors and that perceived effectiveness moderates the negative impact of crime rates. After controlling for residents’ demographic characteristics, the authors find that the perceived effectiveness of communication is associated with public satisfaction with the content and quality of the city website and the government television channel. The implications for public safety management and police–citizen relations as well as directions for future research on public communication strategies and public performance management are presented.     

Outspoken Insiders: Political Connections and Citizen Participation in Authoritarian China

Few political systems are completely closed to citizen participation, but in nondemocratic systems and developing democracies, such participation may come with risks. In these contexts where fear and uncertainty may be high, why do some citizens still take action and make complaints to authorities? The resource mobilization model identifies the importance of time, money, and civic skills as resources that are necessary for participation. In this paper, we build on this model and argue that political connections—close personal ties to someone working in government—can also constitute a critical resource, especially in contexts with weak democratic institutions. Using data from both urban and rural China, we find that individuals with political connections are more likely to contact authorities with complaints about government public services, despite the fact that they do not have higher levels of dissatisfaction with public service provision. We conduct various robustness checks, including a sensitivity analysis, and show that this relationship is unlikely to be driven by an incorrect model specification or unobserved confounding variables.     

‘New spaces’ for change?: Diamond governance reforms and the micro‐politics of participation in post‐war Sierra Leone

While the majority of research carried out on diamonds and development in Sierra Leone has focused on debates concerning the role that diamonds played in the country's civil war of the 1990s, little attention has been directed towards understanding how the emergence and consequences of ‘new spaces’ for citizen engagement in diamond governance are shaping relationships between mining and political economic change in the post‐war period. Recent fieldwork carried out in two communities in Kono District illustrates how the emergence of such spaces—although much celebrated by government, donors and development practitioners—may not necessarily be creating the ‘room for manoeuvre’ necessary to open up meaningful public engagement in resource governance. The analysis focuses on one recent governance initiative in the diamond sector—the Diamond Area Community Development Fund (DACDF)—which aims to strengthen citizen participation in decision‐making within the industry, but has frequently been at the centre of controversy. In framing and articulating socio‐environmental struggles over resource access and control in Sierra Leone's post‐war period of transition, the article highlights how the emerging geographies of participation continue to be shaped by unequal power relationships, in turn having an impact on livelihood options, decision‐making abilities and development outcomes in the country's diamondiferous communities. Copyright © 2010 John Wiley & Sons, Ltd.     

The Challenge of Strengthening Nonprofits and Civil Society

The Winter Commission Report was centrally concerned with improving the performance of state and local governments. Since the issuance of the commission’s report in 1993, the delivery of services by state and local government has been substantially changed by the growing role of nonprofit organizations in providing public services and representing citizen interests. As a result, state and local governments and nonprofit agencies are faced with complex governance challenges. The central argument of this paper is that despite the dramatic changes in the relationship between government and nonprofit organizations in recent years, the key tenets of the Winter Commission report—the need for improved training and education, greater transparency and accountability, more emphasis on performance, and improved citizen engagement—remain deeply relevant in improving the governance of the public services in an increasingly complex policy process and service delivery system at the state and local levels.     

The Impact of Red Tape on Citizen Satisfaction: An Experimental Study

ABSTRACT

Red tape is one of the most often-mentioned nuisances citizens experience with government. However, there is a dearth of red tape research focusing on citizens. Therefore, the primary goal of this article is to analyze the effect of red tape on citizen satisfaction. The secondary goal is to go beyond testing a linear relationship between red tape and citizen satisfaction by examining individual factors that may moderate this relationship. In order to analyze the red tape/satisfaction relationship, we have designed an experiment in which 179 subjects participated. Experiments are still relatively rare in public administration, but are increasingly seen as a rigorous and useful method for theory testing and development. We found that red tape has a strong negative effect on citizen satisfaction, and that this effect is weaker when citizens have high knowledge of political processes. We conclude with implications and a future research agenda.     

Not All Bad News After All? Exploring the Relationship Between Citizens’ Use of Online Mass Media for Government Information and Trust in Government

Mass media coverage of government is often blamed for inciting anti-public sector sentiment. Yet there have been few empirical assessments of these claims. To address this gap in the literature, this study examines whether relationships between citizens’ expectations of public sector performance, satisfaction with public services, and levels of trust in government vary according to their use of online mass media for information about government. Using data collected in 2012 from a survey of 1,100 Seoul citizens, we find that greater use of online mass media to obtain information about government reinforces negative relationships between (1) expectations of public sector performance and satisfaction with public services, and (2) expectations of public sector performance and trust in government. Moreover, the size and strength of the negative indirect relationship between expectations of public sector performance and trust in government increase as respondents use online mass media more frequently for information about government.     

Measuring Street Cleanliness: A Comparison of New York City's Scorecard and Results from a Citizen Survey

Public administrators at the local level often rely on citizen surveys to measure the outcomes or accomplishments of their service delivery efforts. However, many remain skeptical about the value of survey-based measures of local government performance, in large part because of the low empirical correlation between objective and subjective performance measures reported in the literature. Using data from New York City's street cleanliness scorecard, a well-established outcome measure, combined with responses from more than 4,000 respondents to a citizen survey, the authors find a clear and consistent correlation between the scorecard and citizen ratings of street cleanliness in their neighborhoods. Moreover, the street cleanliness scorecard is a much stronger predictor of citizen ratings than demographic factors, trust in government, or contextual effects. These results demonstrate that citizen judgments about government performance can correspond closely with more objectively measured outcomes—and that citizen surveys can provide valid and useful performance measures, at least for some local government services.     

Autonomous Agencies,Happy Citizens? Challenging the Satisfaction Claim

Is the delegation of public services to semi‐autonomous agencies associated with increased citizen satisfaction? This article assesses three theoretical routes that might link the two: responsiveness, credible commitment, and blame deflection. The article draws on data from the European Social Survey and an expert survey about delegation of tax and police services to semi‐autonomous agencies in 15 countries. No supporting evidence was found for the responsiveness and credible commitment theories. Yet semi‐autonomous agencies sometimes can absorb or deflect blame for bad performance. In the tax case, dissatisfied service users blame the agency, rather than the government. The presence of an agency worked as a scapegoat for dissatisfied service users and resulted in less dissatisfaction with the government in countries where tax services were delegated.     

Coercion versus Choice: Citizen Evaluations of Public Service Quality across Methods of Consumption

Treating all respondents to citizen satisfaction surveys as "customers" risks misinterpreting the findings and misguiding managerial decision making. Citizen evaluations of the quality of public services are likely to vary based on whether citizens have a direct or indirect relationship to the service. Furthermore, citizens are likely to rate services differently based on whether they consume the services as a result of coercion or choice, although the quality of the interaction shapes the impact of the type of interaction. Based on a series of empirical analyses, this paper demonstrates that recipients who have superior-quality interactions with providers are likely to report high ratings for elective services, whereas citizens who have poor-quality interactions are likely to report low ratings for coercive services. In this way, the quality of the interaction influences citizens' predispositions to rate services high or low based on whether they consume the service by choice or coercion.     

The Quality of Representation and Satisfaction with Democracy: The Consequences of Citizen-Elite Policy and Process Congruence

Citizen-elite congruence has long been considered an important yardstick for the quality of democracy. The literature on citizen satisfaction with democracy, however, has reduced congruence almost exclusively to one of its components, policy congruence. Just as citizens are considered to have positions on policy issues, there is growing scholarly interest in the preferences they have about the process of representation. Yet studies inquiring into the impact of the divergent preferences that citizens and elites have regarding the representational process thus far have been few and their results inconclusive. Combining new, unique data from the 2014 Belgian Election and Candidate Studies, we seek to address this lacuna. Our findings indicate that we cannot understand citizen satisfaction without also taking process into account—even as the policy gap has the greater effect. They should be of interest to scholars of democracy, those concerned about citizen disengagement from politics, and political practitioners.