Managing Expectations or Delivering Performance? Testing The Expectancy-Disconfirmation Model in Public Service Responsiveness

This study investigates the influence of expectation and perceived performance on citizen satisfaction within the framework of the Expectancy-Disconfirmation Model (EDM) with a focus on the responsiveness dimension of public services. The objective of this study is to examine the direct and indirect relationships between expectation, perceived performance and citizen satisfaction. Data were collected from 405 valid responses from Malaysian citizens aged 18 and above using a structured questionnaire distributed via Google Forms employing a snowball sampling technique through social media platforms. The data were analyzed using Structural Equation Modelling (SEM) with AMOS to examine the hypothesized direct and indirect relationship between independent variables, mediating and dependent variable. The findings reveal that both expectations and perceived performance have a significant direct impact on satisfaction. Furthermore, disconfirmation was found to be a significant partial mediator, transmitting the effects of both expectations and perceived performance on satisfaction. These results underscore the importance of managing expectations and consistently delivering high-quality service to ensure citizen satisfaction. EDM affects academic research and public management. Incorporating citizen expectations and analyzing the psychological foundations of personal normative expectations can enhance the predictive capacity of the EDM. Future research should incorporate other mediating factors to enhance the understanding of how expectation influence satisfaction. The concept can assist public administrators and policymakers in effectively managing expectations and improving service delivery experience, thereby enhancing citizen satisfaction and fostering trust in public institutions. This study is limited by its reliance on snowball sampling, potential self-reporting bias and a focus on single dimension. The cross-sectional design further restricts causal interpretations. Future research should adopt more representative sampling, examine additional mediating factors and citizen-centric approach and apply longitudinal study to capture the changes in satisfaction overtime. Â