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Osaka_Customer Satisfaction with Services_201105SA.docx (399.07 kB)

Customer Satisfaction with Services at the Ward Offices of Osaka City Government

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posted on 2020-11-05, 22:31 authored by Yasutoshi MotekiYasutoshi Moteki
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.


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

Explanations of the privacy protection policies and terms of the online survey appeared at the beginning of this survey.


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