Preprints are early versions of research articles that have not been peer reviewed. They should not be regarded as conclusive and should not be reported in news media as established information.
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
preprintposted on 09.10.2020, 16:58 by Yasutoshi Moteki
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).
This work was supported by a subsidy for English editing services provided by the affiliated university.
Declaration of conflicts of interestThe author declares no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.
Corresponding author firstname.lastname@example.org
Lead author countryJapan
Lead author job roleHigher Education Faculty 4-yr College
Lead author institutionHiroshima University
Ethics statementBecause this research solicited participation from local residents, divisions of the city government reviewed the survey design and questionnaire prior to implementation.
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