Concept Groups Question Items
A) Office hardware (buildings, tables, chairs, lighting, and others) AQ1 (Q3_1) Location (access from home)
AQ2 (Q3_2) Tables and chairs
AQ3 (Q3_3) Indoor atmosphere
AQ4 (Q3_4) Lighting
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