Preprints are early versions of research articles that have not been peer reviewed. They should not be regarded as conclusive and should not be reported in news media as established information.
Determinative Factors of Customer Satisfaction with Local Government Offices’ Counter Services: On-site Survey Examining Service Quality at Higashihiroshima City Hall
preprintposted on 19.10.2021, 19:04 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 interestThe author declares no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.
Corresponding author email@example.com
Lead author countryJapan
Lead author job roleHigher Education Faculty 4-yr College
Lead author institutionHiroshima University
Ethics statementSince 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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