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  • The Expectancy‐Disconfirmation Model and Citizen Satisfaction . . .
    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
  • Expectation Confirmation Theory - TheoryHub - Academic . . .
    Confirmation or Disconfirmation: Consumers assess the perceived performance of the product (or service) based on their initial expectations There could be three possibilities that can lead to disconfirmation Cognitive Adjustment: Based on the confirmation of their expectations, consumers form a level of satisfaction
  • Expectancy-disconfirmation and consumer satisfaction: A meta . . .
    Oliver (1977, 1980, 1981) instead posits a separate, measurable construct termed “perceived disconfirmation” which plays a distinct role in predicting satisfaction over and above the effect of expectations
  • Reconsidering the expectancy disconfirmation model. Three . . .
    The expectancy disconfirmation model (EDM) posits that disconfirmation (the difference between expectations and perceived performance) affects citizen satisfaction Van Ryzin experimentally manipulated expectations and performance and found a direct effect of performance, but no disconfirmation
  • (PDF) Factors Influencing citizen satisfaction: Expectancy . . .
    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
  • Expectations, Performance, and Citizen Satisfaction with . . .
    Using data from a New York City citizen survey, this study finds that citizen expectations, and espe- cially the disconfirmation of expectations-factors that previously have not been considered in empirical studies of the determinants of citizen satisfaction-play a fundamental role in the formation of satisfaction judgments regarding the quality





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