广西师范大学学报（哲学社会科学版） ›› 2021, Vol. 57 ›› Issue (5): 45-61.doi: 10.16088/j.issn.1001-6597.2021.05.004

• 治理现代化 • 上一篇    下一篇

公共服务满意度中的“期望失验”:一项调查实验

王思琦, 王永杰   

  1. 西南交通大学 公共管理学院,四川 成都 610031
  • 收稿日期:2021-06-02 出版日期:2021-09-25 发布日期:2021-10-29
  • 作者简介:王思琦(1978—),男,西南交通大学副教授,从事实地实验方法与公共服务满意度研究;王永杰(1971—),男,西南交通大学教授,从事社会风险治理研究。
  • 基金资助:
    国家社科基金国家应急管理体系建设研究专项课题“跨地区协同处置重大突发公共卫生事件机制研究”(20VYJ027);教育部人文社会科学研究青年基金项目“基于 IAT 实验方法的政府信任测量与影响机制研究”(17XJC630009);教育部人文社会科学研究规划基金项目“基层政府权力清单制度实施路径研究”(17YJAZH025);西南交通大学2020年本科教育教学研究与改革项目“知识、能力、素质三位一体的公共管理专业建设研究”(20201049)

“Expectancy Disconfirmation” in Public Service Satisfaction: A Survey Experiment

WANG Si-qi, WANG Yong-jie   

  1. School of Public Administration, Southwest Jiaotong University, Chengdu 610031, China
  • Received:2021-06-02 Online:2021-09-25 Published:2021-10-29

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摘要： 期望失验模型提出,公民对公共服务的满意度不仅由服务绩效(质量)直接决定,而且还通过将服务绩效与服务之前已有期望的比较即“失验(disconfirmation)”来间接决定。为了检验期望、绩效以及满意度之间的因果关系,本研究采用调查实验方法,通过一项对交通公共服务的实地调查,将调查样本(n=230)随机分配到4个实验组,分别接受高期望或低期望干预,其次接受高绩效或低绩效干预,最后测量满意度。研究结果基本与模型的假设一致,即公众期望是对公共服务满意度的重要预测因素,直接效应与间接效应都证明了这一点。因此,公共服务满意度的改善,除了提高服务质量以外,还可以通过影响公众对服务的期望来实现。

关键词: 期望失验模型, 公共服务满意度, 政府绩效, 期望管理, 调查实验, 因果推断

Abstract: According to the Expectancy Disconfirmation Model (EDM), citizens' satisfaction with public service is determined not only by the quality of service, but also by the implicit comparison with what is expected before receiving the service, i.e. “disconfirmation”. To test the causal relationship between expectations, performances, and satisfaction, this study, by employing a survey experiment to randomly assign respondents (n = 230) to 4 groups, conducts a field survey of public transport services with respectively high or low expected interventions followed by high or low performance interventions, and finally measures satisfaction. The findings are consistent with the model's hypothesis that the citizens' expectations are important predictors of their satisfaction with public services, proved by both the direct and indirect effects. Therefore, the improvement of public service satisfaction, in addition to improving the quality of service, can be achieved by influencing public expectations.

Key words: Expectancy Disconfirmation Model, public service satisfaction, government performance, management of expectations, survey experiment, causal inference

中图分类号: 

  • D035-0
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