Abstract
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.