References
Abe H (2004) Kinsei noson chiiki shakai-shi no kenkyu (Study of Modern Rural Community History). Keiso Shobo Publishing, Tokyo
Agus A, Barker S, Kandampully J (2007) An exploratory study of service quality in the Malaysian public service sector. Int J Qual Reliab Manag 24(2):177–190
Akinboade OA, Kinfack EC, Mokwena MP (2012) An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa. Int J Soc Econ 39(3):182–199
Author (2020) Customer Satisfaction with Services at the Ward Offices of Osaka City Government. Advance. Preprint
Author (2015) Gyosei hyoka bumu-go no jichitai ni okeru seisaku hyoka seido no henka to kadai: ‘Hyoka fuan’ gainen o tegakari ni shita zenkoku chōsa ni motodzuku ‘hyoka dsukare’ no kento (Changes and challenges after the evaluation boom years in Japanese local governments: An examination of evaluation exhaustion based on the data from a nationwide survey focusing on the concept of evaluation anxiety), Chihoujichi Kenkyu (Journal of Urban Management and Local Government Research) 30(2):1–17
Bouckaert G, Van de Walle S (2003) Comparing measures of citizen trust and user satisfaction as indicators of “good governance”: Difficulties in linking trust and satisfaction indicators. Int Rev Adm Sci 69(3):329–343
Cripps H, Ewing M, McMahon L (2004) Customer satisfaction in local government: The case of the restructured city of Perth, Australia. J Nonprofit Public Sect Mark 12(1):1–22
Everitt BS (2005) An R and S-PLUS companion to multivariate analysis. Springer Science & Business Media, London
Higashihiroshima City Government (2016) Higashihiroshima-shi no Purofiru (Profile of Higashihiroshima City).https://www.city.higashihiroshima.lg.jp/soshiki/seisakukikaku/2/5/5071.html. Accessed 8 Apr 2021
Higashihiroshima City Government (2020a) 2020 (Reiwa 2) nendo Owaza betsu Jinko oyobi Nenrei betsu Jinko-to (Population by area and age in 2020). https://www.city. higashihiroshima.lg.jp/shisei/tokeijoho/1/24467.html. Accessed 8 Apr 2021
Higashihiroshima City Government (2020b) Kahi to Manyo Toheki (Song monument and manyo ceramic wall). https://www.city.higashihiroshima.lg.jp/soshiki/ sangyo/6/1/5/5/4497.html. Accessed 8 Apr 2021
Hojo T, Tanigawa D (2019) Higashihiroshima-shi Kurose-cho kanemitsu shuzo ni okeru rekishi-teki haikei to kenchiku-teki kachi: Kurosemachi ni yuiitsu aru shuzo no hozon to saisei ni kansuru kenkyū (The historical background and architectural value of Kanemitsu Sake Brewery in Kurose, Higashi Hiroshima City: Study on preservation and reproduction of the Sake Brewery only in Kurose). Nihonkenchikugakkai Chūgoku 42:887–890. https://ci.nii.ac.jp/naid/40021834795/
Kawasaki S, Takahashi T, Suzuki K (2014) The effect of autonomous career actions on self-career formation from the viewpoint of quality management. Proceedings of International Conference on Quality ’14 Tokyo, 152–163
Kitano S, Uda J (2003) Kureshi Kurosemachi ni okeru yōchien to hoikujo no sābisu teikyō taisei ni kansuru kenkyū (A study for analyzing the provision of the early childhood services in Kure-City and Kurose-Cho). Yonen Kyoiku Kenkyu Nenpo (Early Childhood Education Annual Report) 25:63–70. https://ci.nii.ac.jp/naid/110004667240/
Kumano Town (2009) Madoguchi Sabisuanketo Chosa Kekka (Results of Questionnaire on Counter Service).https://www.town.kumano.hiroshima.jp/www/contents/1248846633875/index.html. Accessed 8 Apr 2021
Kurosecho-shi-hen-san Iinkai (2003) Kurosecho-shi (History of Kurose Town). Kurose-cho.https://ci.nii.ac.jp/ncid/BA65253016. Accessed 8 Apr 2021
Kurose Town (2001) Dainiji Kurose Cho choki Sogo Keikaku (The Second Term Long-Term Comprehensive Plan for Kurose Town), Kurose Town.
Maeda I (2005) Jissen Kanja Manzoku-do Appu (Practical improvement of patient satisfaction). Nihon Hyoronsha
Mansor N, Razali CHCM (2010) Customers’ satisfaction towards counter service of local authority in Terengganu, Malaysia. Asian Soc Sci 6(8):197
Noda Y (2013) Shimin Manzoku-do no Kenkyū (Research on citizen satisfaction). Nippon Hyoronsha
Noda, Y. (2014). Nonlinear effects on citizen satisfaction and different levels of governments in Japan. Asian Rev Public Adm 25(1):74–91
Noda Y (2019) Citizen expectations and satisfaction of service performance: Lessons from subnational governments in Japan. Asia Pac J Public Adm 41(3):142–156
Ogaki City (2014) Shin Chosha Kensetsu Shimin Anketo Chosa Hokoku-sho (Citizen Questionnaire Survey Report for Considering New Government Building Construction).https://www.city.ogaki.lg.jp/cmsfiles/contents/0000017/17968/anketoshuukei. Accessed 8 Apr 2021
Ono J (2010) Kokyaku Manzoku (CS) no Chishiki (Knowledge of customer satisfaction (CS)). Nihon Keizai Shinbum Shuppansha
Surapto D (2014) The influence of people satisfaction on services organization public performance of village district in south of Tangerang. J Manag Bus 13(2):169–176
Tabuchi Y (2010) Chihou Jichitai ni okeru Gyosei Hyoka 12 Nen no Ayumi to Kongo no Kadai (Progress of public sector evaluation in local government in 12 years and future prospects). Mitsubishi Sogo Kenkyujo Hou (Mitsubishi Research Institute Report) 53:30–53
Takahashi T, Kawasaki M (2019) Anketo ni yoru Chosa to Kaso Jikken: Kokyakumanzoku-do no Haaku to Kojo (Survey and virtual experiments by questionnaire: Understanding and improving customer satisfaction). Nikkagiren
Wagenheim GD, Reurink JH (1991) Customer service in public administration. Public Adm Rev 51:263–269
Yamaoka Y (2015) Koko made Wkaru Shisaku Manzokudo Chosa: Gyosei no Keiei Hinshitsu Kojo wo Mezashite (Understanding Program Satisfaction Survey: Towards Improving Management Quality in Public Administration). V2 Corporation
Yamaoka Y, Hideshima E (2012) Keiei Hinshitsu ni okeru Joho Manejimento no Shiten kara mita Chihojichitai no Shisaku Manzokudochōsa ni kansuru Kenkyu (A Study on Citizen Satisfaction Survey from the Perspective of Information Management in Quality). Nihon Keiei Hinshitsu Gakkai Shi Onlie Journal of Japan Association of Performance Excellence Online 6(1):3–19. https://doi.org/10.11199/japeoj.6.3
Yu Z, Bo W, Shu L. (2011, September). The dynamic relationship between satisfaction with local government, family income, and life satisfaction in China: A 6-year perspective. International Conference on Management Science & Engineering 18th Annual Conference Proceedings, 1207–1214.
Note: For references that do not have English translation titles, the English titles in parentheses are translated by the author of this article from the original Japanese titles of each reference.
Endnotes
iBouckaert and Van de Wallle (2003) defined the difference between ‘hard indicators’, such as resources and outputs, and ‘soft indicators’, such as citizen and user satisfaction targets. In this study, the author considered software as a human aspect of the counter service provision, that is, on a more concrete level.
iiThe method of performing a principal component analysis on multiple question items belonged to several categories, while the multiple regression analysis using the combined principal component scores as explanatory variables was also mentioned in Everitt (2005). The risk of multicollinearity between each question item was avoided by performing the principal component analysis first.
iiiYQ3 concerns the liveability of the Kurose town area of Higashihiroshima City. An IEEE proceeding of Yu et al. (2011) considered the relationship between family income, life satisfaction, and satisfaction with the government based on continuing research in 21 counties/cities from 2004 to 2010, excluding 2006. Results showed a strong co-relationship between satisfaction with local government and life satisfaction in 2005 (r=-0.55, p < .01) (Yu et al., 2011, p. 1211). In the Kurose branch office study, local liveability was weakly related to satisfaction with the local government branch office. We would like to further examine the relationship with life satisfaction by replacing the questions in group Y and adding other relevant items.
Table 1. Outline of survey question items