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 Customer Satisfaction with Services at the Ward Offices of Osaka City Government

2020 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Online Survey ◽  
Principal Component ◽  
City Government ◽  
Multiple Choice Questions ◽  
Survey Period ◽  
Administrative Services ◽  
Question Category ◽  
Group B

Using an online survey, this study investigated determining factors related to customer satisfaction with counter services at ward offices (<i>Kuyakusho</i>) in Osaka City, Japan, focusing on direct experiences at these service counters. During a two-day survey period, responses from 400 women, aged 30–59 years, who had visited a ward office over a one-month period were collected. The questionnaire comprised three categories of multiple-choice questions: A) hardware (e.g., physical aspects), B) software (e.g., staff responses), and C) services (e.g., administrative services). Principal component analysis and multiple regression analysis were conducted on each question category concerning various aspects of public service provision. The regression analysis indicated that group C (service delivery quality) had the strongest influence on the dependent variables (ZY1), followed by group B and group A. Adjusted <i>R</i><sup>2</sup> value is.60.<br>

scholarly journals Customer Satisfaction with Services at the Ward Offices of Osaka City Government

2020 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Online Survey ◽  
Principal Component ◽  
City Government ◽  
Multiple Choice Questions ◽  
Survey Period ◽  
Administrative Services ◽  
Question Category ◽  
Group B

Using an online survey, this study investigated determining factors related to customer satisfaction with counter services at ward offices (<i>Kuyakusho</i>) in Osaka City, Japan, focusing on direct experiences at these service counters. During a two-day survey period, responses from 400 women, aged 30–59 years, who had visited a ward office over a one-month period were collected. The questionnaire comprised three categories of multiple-choice questions: A) hardware (e.g., physical aspects), B) software (e.g., staff responses), and C) services (e.g., administrative services). Principal component analysis and multiple regression analysis were conducted on each question category concerning various aspects of public service provision. The regression analysis indicated that group C (service delivery quality) had the strongest influence on the dependent variables (ZY1), followed by group B and group A. Adjusted <i>R</i><sup>2</sup> value is.60.<br>

scholarly journals Customer Satisfaction with Services at the Ward Offices of Osaka City Government

2020 ◽  
Author(s):  
Yasutoshi Moteki
Keyword(s):  
Regression Analysis ◽  
Customer Satisfaction ◽  
Online Survey ◽  
Principal Component ◽  
City Government ◽  
Multiple Choice Questions ◽  
Survey Period ◽  
Administrative Services ◽  
Question Category ◽  
Group B

Using an online survey, this study investigated determining factors related to customer satisfaction with counter services at ward offices (<i>Kuyakusho</i>) in Osaka City, Japan, focusing on direct experiences at these service counters. During a two-day survey period, responses from 400 women, aged 30–59 years, who had visited a ward office over a one-month period were collected. The questionnaire comprised three categories of multiple-choice questions: A) hardware (e.g., physical aspects), B) software (e.g., staff responses), and C) services (e.g., administrative services). Principal component analysis and multiple regression analysis were conducted on each question category concerning various aspects of public service provision. The regression analysis indicated that group C (service delivery quality) had the strongest influence on the dependent variables (ZY1), followed by group B and group A. Adjusted <i>R</i><sup>2</sup> value is.60.<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 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 The Empirical Analysis to Enhance Taiwanese Satisfaction in Buying Vietnam coffee

2017 ◽  
Vol 6 (3) ◽  
pp. 274
Author(s):  
Thi Nham Le ◽  
Chia Nan Wang ◽  
Ying Fang Huang
Keyword(s):  
Decision Making ◽  
Factor Analysis ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Reliability Analysis ◽  
Empirical Analysis ◽  
Exploratory Factor Analysis ◽  
Integrated Approach ◽  
The World ◽  
The Empirical Analysis

<span lang="EN-US">Vietnam coffee industry has been well-known over the world for many decades. However, Vietnam products do not meet Taiwan customers’ expectation, it has lead to urgent challenges for the industry. Therefore, the paper proposed the integrated approach by using exploratory factor analysis, reliability analysis and regression analysis. The results of this study were used to <a name="OLE_LINK175"></a><a name="OLE_LINK174"></a>formulate and recommend on how to improve the products of Vietnam coffee by using SPSS statistics for analysis. The major findings of this paper was found out that there are six important determinants of Taiwanese decision-making in buying coffee. In order to enhance customer satisfaction with the coffee products from Vietnam, the companies need right strategies to improve these six groups of factors. The paper contributes meaningful and helpful results to the development of Vietnam coffee industry.</span>

scholarly journals Assessment of Conduciveness of Learning Environment at Nigeria’s Primary Schools

2019 ◽  
pp. 1828-1836
Author(s):  
Abayomi Samuel Oyekale
Keyword(s):  
Learning Environment ◽  
Service Delivery ◽  
Urban Areas ◽  
Primary Schools ◽  
Principal Component ◽  
Least Square ◽  
Private Ownership ◽  
Anambra State ◽  
Ordinary Least Square ◽  
Education Service

Government’s neglect of some primary schools in Nigeria has complicated service delivery with resultant non-conducive learning environment and degraded motivations for teachers. This paper generated indices of conducive learning environment and analyzed its determinants at primary schools in Nigeria. The study used the 2013 education Service Delivery Indicator (SDI) data that were collected from 744 primary schools in Nigeria. The data were analyzed with Principal Component Analysis (PCA) and Ordinary Least Square (OLS) regression. The results showed that 62.37% all the schools were in urban areas while Bauchi and Anambra states recorded the highest percentages of urban schools with 77.84% and 60.00%, respectively. The factors that increased conducive learning environment significantly (p<0.05) were private ownership, being established before 1990, and being situated in Anambra state, while urban location and practice of multi-grade reduced it. It was concluded that adequate monitoring of the state of infrastructural facilities in Nigeria’s public primary schools should become top priority of government and other stakeholders in the education sector.

The Influence of Fashion Shop Perceived Quality on Customer Satisfaction

2011 ◽  
Vol 332-334 ◽  
pp. 462-466
Author(s):  
Wei Gao ◽  
Zhi Chao Wang ◽  
Ran Li
Keyword(s):  
Factor Analysis ◽  
Regression Analysis ◽  
Customer Satisfaction ◽  
Perceived Quality ◽  
Limited Resources ◽  
Stepwise Multiple Regression ◽  
Stepwise Multiple Regression Analysis ◽  
Personal Service ◽  
Customer Perception ◽  
Quality Dimensions

To improve fashion shop service quality, this study investigated customer perception and its effect on satisfaction, using questionnaire approach. By factor analysis, three perceived quality dimensions, including shopping atmosphere, personal service and merchandise characteristics, are extracted. By stepwise multiple regression analysis, the effect of perception dimensions on customer satisfaction was investigated. Furthermore, the effect of all of the quality attributes in each perception dimension on customer satisfaction was also investigated. The result shows all of the perception dimensions significantly influence customer satisfaction. Among them, personal service-related attributes were confirmed the key role for the success of fashion shop. Fashion shop managers should reasonably allocate their limited resources to service attributes based on their contributions to customer satisfaction.

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