Determinative Factors of Customer Satisfaction with Local Government
Offices’ Counter Services: On-site Survey Examining Service Quality at
Higashihiroshima City Hall
Abstract
This study empirically investigated the major determinative factors
regarding customer satisfaction in local government offices in Japan,
comparing them with the results of similar surveys conducted by the
author in 2020. The surveys comprise three categories of questions,
referring to (1) customer satisfaction research in various countries,
especially the expectancy disconfirmation model; (2) the SERVQUAL model;
and (3) subsequent methods that emphasize the customer’s direct
experience. A total of 1,000 questionnaires were distributed over four
weekdays at the City Hall. As of September 27, 2021, there were 537
respondents (response rate: 53.7%). The regression analysis showed that
the independent variables of group C (service delivery) were most
influential, followed by those of groups B (human-related factors) and A
(office hardware) (adjusted R2 value: .58).
This is consistent with the results of the author’s Internet survey of
users of Osaka City Government’s ward offices.