Exploring Gap Analysis to Evaluate Participant Satisfaction Regarding Community Development Planning Programs

Abstract

This research examines the effect of participants' expectations on their satisfaction regarding community development planning programs. The marketing literature establishes that satisfaction depends on whether experiences meet or exceed expectations, a concept operationalized as “gap analysis,” but studies have not previously considered that participants' expectations and experiences may drive their satisfaction regarding economic development planning programs. The authors apply the gap analysis concept to 3 communities in West Virginia and analyze three gaps: (a) intra-recipient gap comparing expectations and experiences, (b) recipient-provider gap between expectations, and (c) recipient-provider gap between experiences. Gap (a) was not pronounced; gaps (b) and (c) yielded the strongest results.

Keywords:

• gap analysis
• evaluation
• community development planning