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 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 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).

PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN

2017 ◽  
Vol 5 (3) ◽  
Author(s):  
Ismail Razak, SE., MS. ◽  
Nirmala Putri Sari
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Sampling Method ◽  
Primary Data ◽  
Analysis Method ◽  
Simple Linear Regression ◽  
The City

The aim of this study was to analize the effects of product quality and service quality on the customer satisfaction. This study took place in the City of Bekasi and objects in this study are all customer who use the Matrass GM-9000. Primary data was obtained from customers of Matrass GM-9000 in Bekasi City through admission filling of questionnaire by using scale of Likert. The respondent of this study was chosen through accidental sampling method, and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality and service quality positively and significant influenced the customer satisfaction

An Integrated Servqual and Gap Model in Evaluating Customer Satisfaction in Budget Hotels in Nairobi City County, Kenya

2019 ◽  
Vol 3 (II) ◽  
pp. 41-70
Author(s):  
Florence Wanjiku Njau ◽  
Mary Mutisya Mutungi ◽  
Rayvisic Mutinda
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Qualitative Data ◽  
Service Design ◽  
Moderating Effect ◽  
The Body ◽  
Gap Model ◽  
Customer Expectations

Increasingly, hotel industry has witnessed rapid growth in the 21stcentury and as a result competition within the industry has also intensified. This competition has been fueled by the preoccupation of service quality to add value and strengthen the complete guest experience. However, a major challenge facing the sector is the aspect of service quality particularly in budget hotels which target price sensitive customers. These hotels provide the customers with satisfactory core product at a reasonable price but tend to focus more on profits than on customer satisfaction. The services offered are not standardized and service quality variability is a challenge. The study used an integrated SERVQUAL and Gap model to evaluate customer satisfaction in budget hotels in Nairobi City County, Kenya. The specific objectives of the study were to determine the effect of service design on customer satisfaction, establish the effect of service delivery on customer satisfaction and determine the moderating effect of management perception of service quality on customer satisfaction in budget hotels in Nairobi City County, Kenya. The study adopted a cross sectional survey design and was conducted in 50 budget hotels. A sample size of 334 drawn from the hotel managers, customers and employees were involved in this study. Systematic random sampling technique was used to select the study sample for customers and employees. Data were collected through use of questionnaires and interviews. Both descriptive and inferential statistics was used in data analysis. The study hypotheses were tested was tested using multiple regression (ANOVA) and qualitative data from management perception was analyzed using qualitative data analysis (QCA). The regression analysis indicated that all five dimensions of service quality in service design were significant (0.000) when tested at 95% confidence level. The model was found to be significant. Correlation analysis indicated that the service design factors that had significant impact were realization of assured service in reliability (p = .044 < .05), responsiveness in informing the customers about the time of service delivery (p = .000< .05) and empathy in that operating hours are convenient to customers (p = .030 < .05). The other variables did not have significant values. The results indicate that there are gaps in the budget hotels under study between service design and customer satisfaction. Relationship between service delivery and customer satisfaction was found to be positive but not all the variables were significant. The study findings indicated that four variables; good location (p = .115 > .05), closeness to main city facilities (p = .527 > .05), someone recommended hotel (p = .665 > .05), and good experiences from the hotel (p = .458 > .05) did not have no significant values. This implied that these variables did not have an effect on customer satisfaction resulting in a gap between service delivery and customer satisfaction. This indicated that the service delivery did fully not meet customer expectations. Management perception was found to have a moderating effect between service quality and customer satisfaction. The study concluded that although managers seemed to have a reasonably good understanding of the customer and developed service designs for quality service delivery, the services delivered still fell short of customer expectations. The study therefore recommends that to enhance customer satisfaction, management needs to focus on the changing needs of their customers and develop service designs that twill offer service delivery that satisfies the customer. The study makes some contribution to the body of knowledge as an integrated model in evaluating customer satisfaction. This is an open-access article published and distributed under the terms and conditions of the  Creative Commons Attribution 4.0 International License of United States unless otherwise stated. Access, citation and distribution of this article is allowed with full recognition of the authors and the source.

scholarly journals An Analysis of Consumer Behaviors in Choosing Public Transportation

2021 ◽  
Vol 9 (2) ◽  
pp. 17-26
Author(s):  
Hadhori Nurhasan ◽  
Utomo Putro
Keyword(s):  
Quality Of Service ◽  
Local Government ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Public Interest ◽  
Public Transportation ◽  
Consumer Behaviors ◽  
A Company

Various efforts have been done to overcome or at least reduce the severe congestion in Jakarta. For this reason, the local government continues to carry out various strategies. And PT TransJakarta as a company under the auspices of the local government that manages several modes of transportation, also has a big role in overcoming congestion in Jakarta. One of them is by launching several public transportations so that many people will switch to use public transportation. Recently, Transjakarta launched a microbus type public transportation called Mikrotrans. To make it works, TransJakarta must be able to attract public interest to use microtrans. For this reason, a special strategies are needed to attract customers. One of the most important aspects is by controlling the quality of the service in order to make customer satisfied. Several aspects of microtrans service quality are investigated which have major influences on increasing customer satisfaction. And the results show that in general the quality of service at Mikrotrans is quite good. The result shows that the variables of service quality in mikrotrans are good enough in the customer although it still requires evaluation or improvement in several aspects.

scholarly journals KUALITAS PRODUK DAN KUALITAS PELANAN SEBAGAI ANTASEDEN KEPUASAN PELANGGAN DALAM MEMBENTUK LOYALITAS PELANGGAN (Studi Pada Pelanggan Waroeng Spesial Sambal “SS” Cabang Veteran Yogyakarta)

2020 ◽  
Vol 9 (1) ◽  
pp. 14
Author(s):  
Alo Rahmawati Mulyana ◽  
Hendro Setyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Primary Data ◽  
Customer's Loyalty ◽  
The City

 The aim of study is to  analyze about effect  product  quality  and  service  quality  on customer’s satisfaction to build customer’s loyalty at Waroeng Spesial Sambal “SS” in the branch of Veteran Yogyakarta. Population in this study are all consumers who make  purchases at Waroeng Spesial Sambal “SS” the branch in the  branch of Veteran Yogyakarta. While the sample  in  this  study  is a portion of consumers who have  made  purchases at least twice in the past year. The sampling technique uses purposive sampling. The data  used in this study is primary data. The number  of studies  in  this  study were  sixty  samples  in  the  city of Yogyakarta which  were processed  using  multiple linear regression  analysis  and mediation analysis  using SPSS 20 for windows. The results of the analysis in this study are: product quality dosen’t have a significant effect on customer satisfaction,  service quality has a significant effect on customer satisfaction, customer satisfaction doesn’t have a significant effect on customer loyalty, product quality  dosen’t  have a significant  effect on  customer loyalty and service quality has a significant effect on customer loyalty of the two independentvariables dosen’t indicate a mediating  relationship  with  customer  satisfaction as a mediator variable.

Healthscape role towards customer satisfaction in private healthcare

2016 ◽  
Vol 29 (6) ◽  
pp. 600-613 ◽  
Author(s):  
Debajani Sahoo ◽  
Tathagata Ghosh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Healthcare Service ◽  
Reliability And Validity ◽  
Healthcare Services ◽  
Healthcare Sector ◽  
Valuable Insight ◽  
Content Type ◽  
Private Healthcare

Purpose – The purpose of this paper is to identify the motives that enforce consumers to find out the major determinants that frame healthscape in private healthcare service that leads to their satisfaction in a developing country like India. Design/methodology/approach – The generic motive dimensions are identified using an exploratory factor analysis. Next the reliability and validity of the factors are established followed by regression analysis using SPSS 20.0 s/w. Findings – This paper identifies six healthscape motives in the private healthcare sector named as service personnel conduct and cleanliness, service delivery and facilities, ambience, location and look, appealing decoration, and upgraded safety service, out of which only service delivery, ambience, location, and decorations contribute the most to build customer satisfaction as per their significance value. Research limitations/implications – The various dimensions of healthcare motives should be viewed as the levers of improving hospitals’ service quality in the minds of its present and future customers. This finding can offer valuable insight to the forthcoming as well as existing developer who are planning to have their healthcare service presence in India. Practical implications – This study suggests some important strategic guidelines for service positioning and market segmentation of healthcare services as per customer requirements. In the recent past, availing services from hospitals were purely utilitarian in nature. Customers were more inclined to get proper and timely services and cared more about the service quality of the healthcare service provider. Originality/value – This paper is among the few works done on understanding private healthcare service delivery process in India and customer satisfaction level from those Hospitals. This study addresses the gap by identifying a set of dimensions that are relevant to customers for a unique healthcare experience.

scholarly journals Assessing the Impact of Service Quality on Customers and Operators: Empirical Study

2016 ◽  
Vol 11 (9) ◽  
pp. 207
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said Gattoufi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Service Providers ◽  
Operational Performance ◽  
Service Delivery System ◽  
Telecom Service ◽  
The Impact ◽  
Original Equipment Manufacturers

The aim of this paper is to evaluate the impact of Service Quality on Customer Satisfaction, Customer Loyalty and Operational Performance of telecom service industry in Sultanate of Oman. It also investigate how technology adds value to service delivery system and improvement of Service Quality. The empirical data were collected by administering 1,450 questionnaires and out of which 888 completed and usable responses were retrieved. The study is first of kind that evaluated well-established chain of service i.e. services provided by Original Equipment Manufacturers to Telecom Service Providers and further service provided by the Telecom Service Providers to the End Users. The feedback was taken on forward and backward chain to evaluate comprehensive service chain, instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.

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