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

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posted on 2021-04-16, 22:14 authored by Yasutoshi MotekiYasutoshi 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 interest

The author declares no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

Corresponding author email

Lead author country

  • Japan

Lead author job role

  • Higher Education Faculty 4-yr College

Lead author institution

Hiroshima University

Human Participants

  • Yes

Ethics statement

Because 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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