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

This study distributed on-site surveys to examine customer satisfaction with the counter services provided at a local government branch office (Shisho) 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).

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

10.31124/advance.13072997.v1 ◽

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 ◽

This study distributed on-site surveys to examine customer satisfaction with the counter services provided at a local government branch office (Shisho) 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).

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

10.31124/advance.13134947 ◽

2020 ◽

Author(s):

Yasutoshi Moteki

Keyword(s):

Regression Analysis ◽

Customer Satisfaction ◽

Online Survey ◽

Principal Component ◽

City Government ◽

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 (Kuyakusho) 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 R2 value is.60.

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

10.31124/advance.13134947.v2 ◽

2020 ◽

Author(s):

Yasutoshi Moteki

Keyword(s):

Regression Analysis ◽

Customer Satisfaction ◽

Online Survey ◽

Principal Component ◽

City Government ◽

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 (Kuyakusho) 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 R2 value is.60.

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

10.31124/advance.13134947.v1 ◽

2020 ◽

Author(s):

Yasutoshi Moteki

Keyword(s):

Regression Analysis ◽

Customer Satisfaction ◽

Online Survey ◽

Principal Component ◽

City Government ◽

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 (Kuyakusho) 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 R2 value is.60.

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

10.21203/rs.3.rs-1204123/v1 ◽

2021 ◽

Author(s):

Yasutoshi Moteki

Keyword(s):

Factor Analysis ◽

Regression Analysis ◽

Customer Satisfaction ◽

Service Delivery ◽

Urban Areas ◽

Principal Component ◽

Main Question ◽

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.

Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture

Public Organization Review ◽

10.1007/s11115-021-00574-w ◽

2022 ◽

Author(s):

Yasutoshi Moteki

Keyword(s):

Regression Analysis ◽

Local Government ◽

Customer Satisfaction ◽

Service Delivery ◽

Direct Experience ◽

Expectancy Disconfirmation ◽

Hiroshima Prefecture ◽

Major Factors ◽

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

JMM UNRAM - MASTER OF MANAGEMENT JOURNAL ◽

10.29303/jmm.v4i2.57 ◽

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.

THE INFLUENCE OF SAVING PRODUCT ATTRIBUTES AND QUALITY OF SERVICE ON BANK CUSTOMER SATISFACTION

Jurnal Ekonomi ◽

10.29138/je.v19i2.61 ◽

2019 ◽

Vol 19 (2) ◽

pp. 61-70

Author(s):

Cholifah Cholifah ◽

Agus Sukoco

Keyword(s):

Regression Analysis ◽

Data Analysis ◽

Customer Satisfaction ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Coefficient Of Determination ◽

Test Technique ◽

Analysis Technique ◽

This study aims to determine the effect of savings products and service quality on customer satisfaction in the workplace. The sample in this study were 100 customers of the PT Bank Jatim Tenggilis Surabaya Branch Office. Data collection techniques in this study were observation, questionnaires, and librarian studies. While the data analysis technique used is the classical assumption test technique, multiple linear regression analysis, and hypothesis testing using SPSS 17 software. The results show that there is an influence between savings products and services on customer satisfaction. There is a positive and significant influence between savings products and services on customer satisfaction, so the hypothesis is accepted. The coefficient of determination is 0.443 which indicates that the savings products and services together can explain the customer satisfaction of the PT Bank Jatim Tenggilis Surabaya Sub-Branch Office by 44.3%, while the rest is influenced by other variables not examined. There is a relationship between savings products and services with customer satisfaction, so companies must pay more attention to the service products sold and the services provided to create customer satisfaction.

Memperkuat Loyalitas Melalui Kepercayaan, Kepuasan Dan Komitmen Studi Pada Nasabah PT. Bank Cimb Niaga

Liquidity ◽

10.32546/lq.v4i1.80 ◽

2018 ◽

Vol 4 (1) ◽

pp. 43-52 ◽

Cited By ~ 3

Author(s):

Sri Widyastuti

Keyword(s):

Customer Satisfaction ◽

Relationship Quality ◽

Structural Equation Model ◽

Customer Loyalty ◽

Structural Equation ◽

Positive Influence ◽

Equation Model ◽

Survey Method ◽

Customer loyalty is ‘suspected’not been able to optimizationrepetition of transactions, customer recommendation and durability with the establishment relationship quality of the trust, customer satisfaction and commitment. Therefore, research conducted on Bank CIMB Niaga aims to determine the extent of the trust, and commitment to customer satisfaction can increase X-tra and TabunganKU savings customer loyalty. This research is verification and the method of research is explanatory survey method, the sample is 160 customer X-tra and tabunganKU savings in the branch office Bank CIMB Niaga Bintaro. The analytical method used is structural equation model. The results showed loyalty can be achieved with relationship quality for customers through the establishment of trust, and commitment to customer satisfaction, which all three have a positive influence. Therefore, the management of Bank CIMB Niaga need to improve their ability in trust, satisfactionand commitmentwith the bank's customers to become increasingly favored customers.