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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 2021-10-19, 19:04 authored by Yasutoshi MotekiYasutoshi Moteki
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 27, 2021, there were 537 respondents (response rate: 53.7%). The regression analysis showed that the independent variables of group C (service delivery) were most influential, followed by those of groups B (human-related factors) and A (office hardware) (adjusted R2 value: .58). 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. In addition, this work was supported by a subsidy for English editing services for international conference presentations provided by the affiliated academic association, the Japanese Association for Public Administration.


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

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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