Replication Data for: A Replication of \"An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction\"

To better understand citizen satisfaction with public services, public administration research has adopted the expectancy-disconfirmation model in recent years. This model proposes that satisfaction is a function of perceived performance and expectations. Recent quantitative and experimental studies of the expectancy-disconfirmation model have supported the framework. However, few replications have been conducted and none outside western contexts. We conducted two narrow, robust experimental replications of Van Ryzin (2013, Journal of Policy Analysis and Management, 32(3), pp. 597-614) in the Chinese cities of Hong Kong (in 2017) and Shenzhen (in 2021). We found support for the findings reported in Van Ryzin (2013) and concluded that the expectancy-disconfirmation model holds promise in a variety of settings as a framework for measuring citizen satisfaction with public services.

为更深入地理解公民对公共服务的满意度，公共行政研究领域近年来引入了期望-失验模型（expectancy-disconfirmation model）。该模型指出，满意度是感知绩效与个体期望的函数。近期针对该模型开展的定量与实验研究均验证了这一分析框架的合理性。然而，目前相关重复验证研究较为匮乏，且从未在西方语境之外的场景中开展过。本研究分别于2017年在中国香港、2021年在中国深圳，对Van Ryzin（2013，《政策分析与管理期刊》，第32卷第3期，第597-614页）的实验进行了两次精准且严谨的重复验证。研究结果证实了Van Ryzin（2013）的原有发现，并得出结论：期望-失验模型作为衡量公民公共服务满意度的分析框架，在多种场景下颇具应用前景。