A questionnaire survey on customer satisfaction with services at branch
offices of Higashihiroshima City in Hiroshima prefecture: Focusing on
office hardware, customer service provided by counter officers, and
service delivery quality
Abstract
This study distributed on-site surveys to examine customer satisfaction
with the counter services provided at a local government branch office
(Shisho) in Higashihiroshima City, Japan, with a particular focus
on direct experiences at the physical service counters. We obtained a
total of 240 responses over six weekdays during the survey period. The
multiple-choice questionnaire items were divided into three groups,
including A) hardware (e.g., physical aspects), B) software (staff
responses), and C) services (e.g., administrative practices). Results
were then subjected to both a principal component analysis and multiple
regression analysis. Among all explanatory variables comprising groups
A) through C), the regression analysis showed that group B) (i.e.,
software, particularly in relation to human factors) was the most
important for the dependent variables, followed by C) and A),
respectively (adjusted R2 value of .51; Model 2).