AbstractThis study aimed to determine the effect of governmental performance, service
performance and service quality on customer satisfaction with the government accelerator
program along with the mediating role of perceived responsiveness. In addition, this study
examined the difference in the effect of governmental performance, service performance,
and service quality on customer satisfaction in terms of demographic factors. The
expectancy disconfirmation theory was used to develop the theoretical framework for this
study. Data were collected using a questionnaire from a sample consisting of 345 citizens
of Abu Dhabi, which were selected using a simple random sampling technique. Data were
analyzed using Partial Least Square-Structural Equation Modeling (PLS-SEM). The
findings reveal that governmental performance (_=0.036, p..