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An Analysis of Policy Satisfaction Using the Expectancy Disconfirmation Model

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Issue Date
2010
Publisher
Graduate School of Public Administration, Seoul National University
Citation
Korean Journal of Policy Studies, Vol.25 No.3, pp. 47-67
Keywords
expectancy disconfirmation modelexpectationsatisfactionmacro policy
Abstract
This study analyzed the impact of peoples expectations on policy
satisfaction in South Korea, using an expectancy disconfirmation model wherein
service satisfaction is decided by expectation and performance. Though recent
studies have applied the model to evaluations of specific public services, this
study applied it to macro policies in South Korea. To measure expectation levels,
proxy variables were used: peoples trust in participants who have influence
on policy and in the policy-making process. The results were not compatible
with the model: the models implication that higher expectations induce lower
satisfaction did not fit macro policy cases, where high expectations had a significant
positive influence on satisfaction. Moreover, the type of expectation that is
the focus of marketing studies, predictive expectation, is not appropriate to use
with public policy cases; the quantity of prior experiences as a basis of predictive
expectation is not significant to policy satisfaction. Expectation is obviously
an important factor in the publics evaluation of policy outputs, but further studies
are necessary to fully understand its role.
ISSN
1225-5017
Language
English
URI
https://hdl.handle.net/10371/73200
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Graduate School of Public Administration (행정대학원)Dept. of Public Administration (행정학과)Korean Journal of Policy Studies (정책논총, KJPS)Korean Journal of Policy Studies (정책논총) vol.25(3) (2010)
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