A) Office hardware (buildings, tables, chairs, lighting, and others) |
AQ1 (Q3_1) Location (access from home) |
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AQ2 (Q3_2) Tables and chairs |
|
AQ3 (Q3_3) Indoor atmosphere |
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AQ4 (Q3_4) Lighting |
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AQ5 (Q3_5) Smoking restrictions (non-smoking) |
|
AQ6 (Q3_6) Toilets |
B) Office software (customer service provided by the counter staff) |
BQ1 (Q3_7) Length of time to complete customer requests |
|
BQ2 (Q3_8) Courteousness of the staff in charge |
|
BQ3 (Q3_9) Ease of consultation and asking the staff in charge
questions |
|
BQ4 (Q3_10) Ease of understanding oral explanations from the officer
in charge (speed) |
|
BQ5 (Q3_11) Clarity of explanation given by the officer in charge
(content) |
C) Service quality |
CQ1 (Q4_1) Customer requests were
completed |
|
CQ2 (Q4_2) The problem was solved after this visit to the branch
office |
|
CQ3 (Q4_3) The worries and concerns of customers were alleviated
after this visit to the branch office |
Y) Degree of customer satisfaction with counter services at the branch
office |
YQ1 (Q5_1) Level of customer satisfaction with their
experiences at the branch office |
|
YQ2 (Q5_2) Convenience of the administrative services provided at the
branch office |
|
YQ3 (Q5_3) The Kurose town district is a good place to
live |