scholarly journals Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture

2022 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Regression Analysis ◽  
Local Government ◽  
Customer Satisfaction ◽  
Service Delivery ◽  
Direct Experience ◽  
Expectancy Disconfirmation ◽  
Hiroshima Prefecture ◽  
Major Factors ◽  
Branch Office

AbstractThis study empirically investigates the major factors that determine customer satisfaction in local government offices in Japan by using three categories of questions. They referred to customer satisfaction studies worldwide, especially to the expectancy disconfirmation model, the SERVQUAL model, and subsequent methods that emphasize customer’s direct experience. The on-site surveys were conducted at the Kurose branch office in Higashihiroshima City. A total of 240 responses were obtained over six weekdays. The regression analysis showed that staff responses and explanations were the most influential, followed by aspects related to the physical office and service delivery quality (adjusted R2 value of .51).

Factors Determining Customer Satisfaction with Counter Services of Local Government Offices: On-Site Survey Examining Service Quality at Higashihiroshima City Hall, Japan

2021 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Local Government ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Internet Survey ◽  
Direct Experience ◽  
City Hall ◽  
Site Survey ◽  
Expectancy Disconfirmation ◽  
The City

Abstract This study empirically investigated the major factors determining customer satisfaction with counter services in local government offices in Japan, comparing them with the results of similar surveys conducted by the author in 2020. This study considers visitors’ direct experience of counter services through an on-site survey conducted at a municipal government building, referring to (1) customer satisfaction research in various countries, especially the expectancy disconfirmation model; (2) the SERVQUAL model; and (3) subsequent methods that emphasise the customer’s direct experience. SERVQUAL, as the name suggests, is a five-group scale for evaluating service quality with respect to customer satisfaction. However, in actual organizational settings, five groups of questions may be burdensome to respondents and may reduce the collection rate. The author’s research involves conducting on-site surveys on customer satisfaction or service quality of the local government office using an original three-group questionnaire scale and tailoring the question items to a scale for Japanese local administration settings. 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 emphasise 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 indicated 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). Service delivery, human factors, and hardware aspects are important, in that order, to ensure customer satisfaction with the City Hall’s counter services. This is consistent with the results of the author’s Internet survey of users of Osaka City Government’s ward offices. Focusing on the second principal component of the service delivery category (C), promptness and short waiting times do not necessarily affect customer satisfaction positively.

scholarly journals Determinative Factors of Customer Satisfaction with Local Government Offices’ Counter Services: On-site Survey Examining Service Quality at Higashihiroshima City Hall

2021 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Local Government ◽  
Customer Satisfaction ◽  
Response Rate ◽  
Internet Survey ◽  
Direct Experience ◽  
Independent Variables ◽  
City Hall ◽  
Site Survey ◽  
Expectancy Disconfirmation ◽  
The City

Using on-site surveys conducted at Higashihiroshima City Hall in 2021, 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 14, 2021, there were 528 respondents (response rate: 52.8%). The regression analysis showed that the independent variables of group C (service delivery) were most influential, followed by those of groups B and A (adjusted <i>R<sup>2</sup></i> value: .57). This is consistent with the results of the author’s Internet survey of users of Osaka City Government’s ward offices.

scholarly journals Determinative Factors of Customer Satisfaction with Local Government Offices’ Counter Services: On-site Survey Examining Service Quality at Higashihiroshima City Hall

2021 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Local Government ◽  
Customer Satisfaction ◽  
Response Rate ◽  
Internet Survey ◽  
Direct Experience ◽  
Independent Variables ◽  
City Hall ◽  
Site Survey ◽  
Expectancy Disconfirmation ◽  
The City

Using on-site surveys conducted at Higashihiroshima City Hall in 2021, 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 14, 2021, there were 528 respondents (response rate: 52.8%). The regression analysis showed that the independent variables of group C (service delivery) were most influential, followed by those of groups B and A (adjusted <i>R<sup>2</sup></i> value: .57). This is consistent with the results of the author’s Internet survey of users of Osaka City Government’s ward offices.

scholarly journals A questionnaire survey on customer satisfaction with services at branch offices of Higashihiroshima City in Hiroshima prefecture: Focusing on office hardware, customer service provided by counter officers, and service delivery quality

2020 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Principal Component ◽  
Survey Period ◽  
Administrative Practices ◽  
Explanatory Variables ◽  
Hiroshima Prefecture ◽  
Group B ◽  
Branch Office

This study distributed on-site surveys to examine customer satisfaction with the counter services provided at a local government branch office (<i>Shisho</i>) in Higashihiroshima City, Japan, with a particular focus on direct experiences at the physical service counters. We obtained a total of 240 responses over six weekdays during the survey period. The multiple-choice questionnaire items were divided into three groups, including A) hardware (e.g., physical aspects), B) software (staff responses), and C) services (e.g., administrative practices). Results were then subjected to both a principal component analysis and multiple regression analysis. Among all explanatory variables comprising groups A) through C), the regression analysis showed that group B) (i.e., software, particularly in relation to human factors) was the most important for the dependent variables, followed by C) and A), respectively (adjusted R2 value of .51; Model 2).<br>

scholarly journals A questionnaire survey on customer satisfaction with services at branch offices of Higashihiroshima City in Hiroshima prefecture: Focusing on office hardware, customer service provided by counter officers, and service delivery quality

2020 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Customer Service ◽  
Principal Component ◽  
Survey Period ◽  
Administrative Practices ◽  
Explanatory Variables ◽  
Hiroshima Prefecture ◽  
Group B ◽  
Branch Office

This study distributed on-site surveys to examine customer satisfaction with the counter services provided at a local government branch office (<i>Shisho</i>) in Higashihiroshima City, Japan, with a particular focus on direct experiences at the physical service counters. We obtained a total of 240 responses over six weekdays during the survey period. The multiple-choice questionnaire items were divided into three groups, including A) hardware (e.g., physical aspects), B) software (staff responses), and C) services (e.g., administrative practices). Results were then subjected to both a principal component analysis and multiple regression analysis. Among all explanatory variables comprising groups A) through C), the regression analysis showed that group B) (i.e., software, particularly in relation to human factors) was the most important for the dependent variables, followed by C) and A), respectively (adjusted R2 value of .51; Model 2).<br>

scholarly journals A questionnaire survey on customer satisfaction with services at branch offices in Higashihiroshima City, Hiroshima prefecture

2021 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Principal Component ◽  
Survey Period ◽  
Administrative Practices ◽  
Explanatory Variables ◽  
Hiroshima Prefecture ◽  
Multiple Choice Questionnaire ◽  
Group B ◽  
Branch Office

This study distributed on-site surveys to examine customer satisfaction with the counter services provided at a local government branch office (<i>Shisho</i>) in Higashihiroshima City, Japan, with a particular focus on direct experiences at the physical service counters. We obtained a total of 240 responses over six weekdays during the survey period. The multiple-choice questionnaire items were divided into three groups, including A) hardware (e.g., physical aspects), B) software (staff responses), and C) services (e.g., administrative practices). Results were then subjected to both a principal component analysis and multiple regression analysis. Among all explanatory variables comprising groups A) through C), the regression analysis showed that group B) (i.e., software, particularly in relation to human factors) was the most important for the dependent variables, followed by C) and A), respectively (adjusted R2 value of .51; Model 2).<br>

scholarly journals Customer satisfaction with Tokyo Metropolitan Government ward office counter services: confirmatory factor analysis of question grouping and principal component regression analysis

2021 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Factor Analysis ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Service Delivery ◽  
Urban Areas ◽  
Principal Component ◽  
Main Question ◽  
Multiple Choice Questions ◽  
Survey Period ◽  
Tokyo Metropolitan

Abstract This study examines the determinants of service satisfaction among users of a ward office in Tokyo using a two-part questionnaire. The questionnaire comprised three main categories of multiple-choice questions: A) facility equipment (physical elements in the government office), B) staff responses, and C) service delivery (e.g., promptness of services, whether visitors completed their scheduled errands). In addition, three groups of questions related to the personalities of the users of each facility were investigated. During a one-day survey period, responses were collected from 400 women, aged 30–59 years, who had visited a ward office in the Tokyo Metropolitan Area over a one-month period. This age segment was studied because it is the major segment of the panel of the Internet research firm used. First, factor analysis was used to check the appropriateness of the grouping of questions, and it was confirmed that the three groups were appropriate based on eigenvalues and scree plots. Then, to examine the determinants of counter service customer satisfaction, principal component analysis and multiple regression analysis were conducted for each question category. The regression analysis using the three main question groups and three other respondents’ personality-related question groups indicated that group C (service delivery quality) had the strongest influence on the dependent variable, followed by group B and group A. The adjusted R2 value was .70. This result is consistent with the results of the author’s surveys of government offices in urban areas conducted for Higashihiroshima City Hall and of ward offices in Osaka.

scholarly journals Determinative Factors of Customer Satisfaction with Local Government Offices’ Counter Services: On-site Survey Examining Service Quality at Higashihiroshima City Hall

2021 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Local Government ◽  
Customer Satisfaction ◽  
Response Rate ◽  
Internet Survey ◽  
Related Factors ◽  
Independent Variables ◽  
City Hall ◽  
Site Survey ◽  
Expectancy Disconfirmation ◽  
The City

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 <i>R<sup>2</sup></i> value: .58). This is consistent with the results of the author’s Internet survey of users of Osaka City Government’s ward offices.

scholarly journals Local Government Services and Social Margins: The Case of Plantation Community in Sri Lanka

2016 ◽  
Vol 9 (10) ◽  
pp. 59
Author(s):  
S. Vijesandiran ◽  
R. Ramesh
Keyword(s):  
Sri Lanka ◽  
Local Government ◽  
Service Delivery ◽  
Local Governance ◽  
Critical Question ◽  
Government Services ◽  
Laws And Policies ◽  
Major Factors ◽  
State Quality

Decentralization and local governance have been perceived as an effective tool for efficient, accountable, responsive and impartial public service delivery to all segments of citizens irrespective of ethnicity, race, gender, caste, language, social groupings etc. This paper, thus, throws more light on local government service delivery in the minority regions, especially looking at the status of plantation community in the local governance structures in Sri Lanka. The study finds that although Sri Lanka has adopted decentralized local government system at different levels, it has often been failed to effectively accommodate and address interests of ethno-linguistic minorities –Plantation Tamils. Exclusion of the plantation community in the service delivery of local government authorities has been a significant flaw of local government system which fundamentally challenges the notion of inclusive state, quality of government and democracy. The study particularly explores major factors that preclude plantation community from enjoying local government services. This issue, thus, stems a critical question about their status of citizenship rights and quality of governance in Sri Lanka. This study also may be a reflection of the plight of minorities in other multi-ethnic nations where discriminatory laws and policies affect right to access local governance and democracy.

PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PADA PT. PEGADAIAN (PERSERO) CABANG SELONG

2015 ◽  
Vol 4 (2) ◽  
Author(s):  
Didin Hadi Saputra
Keyword(s):  
Regression Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Multiple Linear Regression ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Collection Data ◽  
Branch Office ◽  
Positive Effect

The Services at the pawning house of PT. Pegadaian ( Ltd ) of Selong Branch Office are mostlypawning service. Pawning service is one of the main services provided by PT. Pegadaian (Ltd) ofSelong Branch Office. This study aims at observing five variables to identify customers’ satisfaction.Those five variables are reliability (X1), responsiveness (X2), assurance (X3), emphaty (X4), andtangibles (X5). This is an associative study using quetionnaires for data collection. Data is thenanalyzed the multiple linear regression analysis. The study reveals that the variables of reliability(X1), responsiveness (X2), assurance (X3), emphaty (X4), and tangibles (X5) both simultaneously andseparately have a significant and positive effect towards customers’ satisfaction. This, thehypothesis of the study is accepted. Accordingly, PT. Pegadaian (Ltd) of Selong Branch Office is tomaintain the implementation of the five variables. Also, it is also suggested that PT. Pegadaian (Ltd)of Selong Branch Office improve the tangible facilities such as suggestion box, AC, trash cans, andthe space layout.Keywords : services, customer’ satisfaction, service quality, multiple linear regression.

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