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Determinative Factors of Customer Satisfaction with Local Government Offices’ Counter Services: On-site Survey Examining Service Quality at Higashihiroshima City Hall

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posted on 22.09.2021, 23:04 by Yasutoshi MotekiYasutoshi Moteki
Using on-site surveys conducted at Higashihiroshima City Hall in 2021, this study empirically investigated the major determinative factors regarding customer satisfaction in local government offices in Japan, comparing them with the results of similar surveys conducted by the author in 2020. The surveys comprise three categories of questions, referring to (1) customer satisfaction research in various countries, especially the expectancy disconfirmation model; (2) the SERVQUAL model; and (3) subsequent methods that emphasize the customer’s direct experience. A total of 1,000 questionnaires were distributed over four weekdays at the City Hall. As of September 14, 2021, there were 528 respondents (response rate: 52.8%). The regression analysis showed that the independent variables of group C (service delivery) were most influential, followed by those of groups B and A (adjusted R2 value: .57). This is consistent with the results of the author’s Internet survey of users of Osaka City Government’s ward offices.


Funding from the Regional Economic Research Cooperation Council supported this study.


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


Lead author job role

Higher Education Faculty 4-yr College

Lead author institution

Hiroshima University

Human Participants


Ethics statement

Since 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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