지방정부 공공서비스에 대한 시민들의 기대, 성과 및 만족도의 관계: 기대불일치이론을 중심으로

다국어 초록 (Multilingual Abstract)

The expectancy disconfirmation model has dominated private-sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with public services. The model views satisfaction judgments as determined not just by product or service performance, but by a process in which customers compare performance with their expectations. Using data from a survey of Andong City citizens, this study finds that citizen expectations, and especially the disconfirmation of expectations? factors that previously had not been considered in empirical studies of determinations of citizen satisfaction? play a fundamental role in the formation of satisfaction judgments regarding the quality of public service. Interestingly, the model results suggest that public managers should seek to promote not only high-quality service, but also high expectations among citizens. Additional implications for research and public management practice are discussed.