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Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture

2022; Springer Science+Business Media; Volume: 23; Issue: 2 Linguagem: Inglês

10.1007/s11115-021-00574-w

1573-7098

Yasutoshi Moteki,

Patient Satisfaction in Healthcare

Abstract This 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 R 2 value of .51).