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    題名: Factors affecting citizen satisfaction: examining from the perspective of the expectancy disconfirmation theory and individual differences
    作者: 陳敦源
    Chen, Don-Yun;Lee, Chung-Pin;Hung, Mei-Jen
    貢獻者: 公行系
    關鍵詞: Citizen Satisfaction;LocalGovernment;Citizen Survey;Expectancy DisconfirmationModel;Expectation;PartyIdentification
    日期: 2022-04
    上傳時間: 2025-05-09 11:04:13 (UTC+8)
    摘要: 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.
    關聯: Asian Journal of Political Science, Vol.30, No.1, pp.35-60
    資料類型: article
    DOI 連結: https://doi.org/10.1080/02185377.2022.2047081
    DOI: 10.1080/02185377.2022.2047081
    顯示於類別:[公共行政學系] 期刊論文

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