A questionnaire survey on customer satisfaction with services at branch offices in Higashihiroshima City, Hiroshima prefecture

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).