Citizens’ expectations about public services: a systematic literature review

Citizens hold varying expectations and demands regarding the quality, performance, and efficiency of public services. How governments respond to citizens’ expectations about public services (CEPS) to increase trust and satisfaction with government has been a consistently important research topic. However, the existing literature lacks a holistic understanding of CEPS. Following the PRISMA 2020 guidelines, this article presents a systematic review of 119 studies conducted between 1978 and 2023, exploring conceptual ambiguities, conflicting typologies, and inconsistent findings on CEPS in public service settings. Importantly, this study identifies a discourse explaining the antecedents and consequences of CEPS, which encompasses five broad categories: individual, political, organizational, economic, and technological factors related to CEPS. Expectations are diverse and dynamic, and understanding their role in governance requires linking them to broader factors, particularly the adoption of modern technology. These findings have important implications for research and practice in government trust and public service satisfaction.