Impact of supply–demand matching on citizen satisfaction: analysis based on expectancy disconfirmation model

Abstract

In the context of ensuring the well-being of citizens, the energy industry should predominantly adhere to the people-oriented approach. Investigation of citizen satisfaction through the lenses of power supply and societal demand is of utmost importance. This study constructs a satisfaction model based on expectancy disconfirmation theory, employs response surface analysis to explore the impact of matching degree between demand and supply on citizen satisfaction. The results show that citizen satisfaction is notably higher in case of a match between public expectations and supply quality compared to mismatch scenarios. Furthermore, instances involving both high public expectations and high supply quality, yield greater satisfaction compared to scenarios involving low public expectations and low supply quality. Importantly, citizen satisfaction experiences a dip when public expectations surpass supply quality, unlike situations where public expectations fall short of supply quality. Policy awareness does not moderate the effect of matching analysis on citizen satisfaction. This research enriches the scope of understanding the complex nature of public satisfaction, offering theoretical support for the high-quality development of power supply departments, catering to both energy needs and well-being of citizens. Thus, the current study significantly contributes to promoting the sustainable and high-quality development of the local social economy.

Keywords:

• Citizen satisfaction
• expectancy disconfirmation theory
• supply–demand matching
• response surface analysis
• power supply

Disclosure statement

No potential conflict of interest was reported by the author(s).

Notes

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Additional information

Funding

This work was supported by the National Natural Science Foundation of China under Grant (No. 72134002; No. T2261129477); Key Projects of Philosophy and Social Sciences Research, Ministry of Education under Grant (No. 21JZD029); and Fundamental Research Funds for the Central Universities under Grant (No. 2022CDJSKJC23).

Notes on contributors

Yang Jia

Yang Jia is a PhD student in the School of Public Policy and Administration at Chongqing University, China. Her research focuses on behavioural public administration and public management.

Bingsheng Liu

Bingsheng Liu is a professor in the School of Economics and Management at Hebei University of technology, China. His research focuses on social governance and project management.

Jinfeng Zhang

Jinfeng Zhang is an associate professor in the School of Public Policy and Administration at Chongqing University, China. Her research focuses on behavioural public administration and public decision-making.