Expectancy-disconfirmation In Public Service Satisfaction

Understanding citizens' opinions is the basic function of the modern political system.Research in Western countries shows that citizens' opinions are the basic influencing factors of government decision-making.In recent years,with the reform and advancement of China's political system,governments at all levels have tried to introduce ?the satisfaction of the people? into the evaluation process of cadre achievements.Citizens have more and more demands for government services,expectations are getting higher and higher,and the quality of government services is increasing,which lead government services quality become the focus of public attention.Raising the public's satisfaction with government services has important implications for improving citizens' quality of life,resolving social conflicts and promoting the building of a harmonious society.The present study aimed to test the expectancy-disconfirmation theory of citizen satisfaction with public services using an experimental method.Combining the content of public services of our government,selecting relevant variables and proposing structural relationship assumptions.Then,based on four elements of expectations,government performance,disconfirmation,and public satisfaction forming a model of ?Expectancy-Disconfirmation? in China's national conditions.Investigating citizens who lived in Chengdu for more than one year,and the interviewees were given information and photographs showing the status of high-quality or low-quality urban transportation services,examining the effects of expectations and government performance on public satisfaction evaluation.The experimental results show that state of high expectations of high performance and low expectations of high performance have a higher degree of satisfaction than the low expectations of low government performance and high expectations of low government performance state,government performance has a great positive impact to public satisfaction,expectations have a small positive impact on satisfaction.Through the path regression and linear regression,it is proved that the research hypothesis is established,government performance has an important direct positive impact on the public satisfaction,and the expectations of the citizen also have a direct positive impact on public satisfaction,but this positive direct effect was partially offset by the negative indirect effect of expectations on satisfaction through disconfirmation.Disconfirmation has a positive impact on satisfaction through expectations and government performance(disconfirmation has a negative correlation with expectations and has a positive correlation with government performance),and the effect of the disconfirmation on public satisfaction is less than the total impact of each expectations and government performance on public satisfaction.Therefore,government improving public's satisfaction with public services should not only focus on government service quality,but also strengthen public expectations.