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