The expectancy-disconfirmation model has become the predominant approach in explaining citizen satisfaction with public services. It posits that citizens compare the performance of a service against their expectations of that service. Satisfaction occurs if the perceived performance meets or exceeds the expectations. We provide the first meta-analysis of the empirical evidence on this relationship, and find that the model is supported across studies. However, our meta-analysis also indicates that research design choices affect the results and that the scope of public services examined is not comprehensive. We make best practice recommendations for future research to improve the measurement of citizen satisfaction.

中文翻译：

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期望-不确认模型和公民对公共服务的满意度：荟萃分析和最佳实践议程

期望-不确认模型已成为解释公民对公共服务满意度的主要方法。它假定公民将服务的性能与他们对该服务的期望进行比较。如果感知到的表现达到或超过预期，就会产生满意。我们提供了关于这种关系的经验证据的第一个荟萃分析，并发现该模型在研究中得到支持。然而，我们的荟萃分析还表明，研究设计选择会影响结果，而且所研究的公共服务范围并不全面。我们为未来的研究提出最佳实践建议，以改善公民满意度的衡量标准。