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Osaka_Customer Satisfaction with Services_201105SA.docx (399.07 kB)
Download fileCustomer Satisfaction with Services at the Ward Offices of Osaka City Government
Using an online survey, this study investigated determining factors related to customer satisfaction with counter services at ward offices (Kuyakusho) in Osaka City, Japan, focusing on direct experiences at these service counters. During a two-day survey period, responses from 400 women, aged 30–59 years, who had visited a ward office over a one-month period were collected. The questionnaire comprised three categories of multiple-choice questions: A) hardware (e.g., physical aspects), B) software (e.g., staff responses), and C) services (e.g., administrative services). Principal component analysis and multiple regression analysis were conducted on each question category concerning various aspects of public service provision. The regression analysis indicated that group C (service delivery quality) had the strongest influence on the dependent variables (ZY1), followed by group B and group A. Adjusted R2 value is.60.
Funding
This work was supported by a subsidy for English editing services provided by the affiliated university.
History
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
moteki@hiroshima-u.ac.jpLead author country
- Japan
Lead author job role
- Higher Education Faculty 4-yr College
Lead author institution
Hiroshima UniversityHuman Participants
- Yes
Ethics statement
Explanations of the privacy protection policies and terms of the online survey appeared at the beginning of this survey.Comments
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