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

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 R2 value: .57). This is consistent with the results of the author’s Internet survey of users of Osaka City Government’s ward offices.

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

10.31124/advance.16644808 ◽

2021 ◽

Author(s):

Yasutoshi Moteki

Keyword(s):

Local Government ◽

Customer Satisfaction ◽

Response Rate ◽

Internet Survey ◽

Direct Experience ◽

Independent Variables ◽

City Hall ◽

Site Survey ◽

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

10.31124/advance.16644808.v2 ◽

2021 ◽

Author(s):

Yasutoshi Moteki

Keyword(s):

Local Government ◽

Customer Satisfaction ◽

Response Rate ◽

Internet Survey ◽

Related Factors ◽

Independent Variables ◽

City Hall ◽

Site Survey ◽

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 R2 value: .58). This is consistent with the results of the author’s Internet survey of users of Osaka City Government’s ward offices.

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

10.21203/rs.3.rs-1118972/v1 ◽

2021 ◽

Author(s):

Yasutoshi Moteki

Keyword(s):

Local Government ◽

Customer Satisfaction ◽

Service Quality ◽

Service Delivery ◽

Internet Survey ◽

Direct Experience ◽

City Hall ◽

Site Survey ◽

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.

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 ◽

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).

Analisis PAD dan Dana Perimbangan Terhadap Kinerja Keuangan Pemda Se-Jawa Barat

JAE (JURNAL AKUNTANSI DAN EKONOMI) ◽

10.29407/jae.v3i1.12007 ◽

2018 ◽

Vol 3 (1) ◽

pp. 80

Author(s):

PUTRI PUSPITA_AYU

Keyword(s):

Regression Analysis ◽

Local Government ◽

Financial Performance ◽

Hypothesis Testing ◽

Multiple Regression ◽

Linear Regression Analysis ◽

Independent Variables ◽

Equalization Fund ◽

The Relationship ◽

The research is to find out and analyze the contribution of Original income Equalization Funds against the region and the financial performance of local Government Counties and the city of se-West Java province. Hypothesis testing in this study using multiple regression analysis (Multiple Regression) on the grounds that its independent variable more than one. This analysis is used to determine the relationship between financial performance areas with independent variables (the original Revenue Equalization Fund and regional). To know the influence between independent variables with the performance levels of local government then performed testing of hypothesis testing research on the variables with the determination coefficient and t-test. Linear regression analysis of the barganda equation KKPD = 1.452 + 0, 561PAD – 0, 171DP + e. Whereas determinasinya coefficients (R2) of 25.3%. based on the research results obtained the conclusion that Equalization Fund of PAD effect partially against the financial performance of local government.

HARGA, PROMOSI, DAN KUALITAS PELAYANAN SEBAGAI ANTESEDEN KEPUASAN PELANGGAN YANG DI MEDIASAI OLEH KEPUTUSAN MENGGUNAKAN OJEK ONLINE DI YOGYAKARTA

Jurnal Fokus Manajemen Bisnis ◽

10.12928/fokus.v9i2.1562 ◽

2020 ◽

Vol 9 (2) ◽

pp. 241

Author(s):

Taufiq Hidayat ◽

Sukardi Sukardi

Keyword(s):

Quality Of Service ◽

Customer Satisfaction ◽

Sampling Method ◽

Sampling Technique ◽

Primary Data ◽

Analysis Tool ◽

Independent Variables ◽

The City ◽

Positive Effect

Customer satisfaction is an asset for the company to be a benchmark for the company's success in serving customers. Since its establishment in 2010, GOJEK has consistently served the community, presenting efficient and effective transportation to the Indonesian people spread across several cities. By maintaining the values of a friendly Indonesian character. The population in this study were GO-JEK users. While the sample in this study is GO-JEK users more than once in the city of Yogyakarta. The sampling technique uses a non-probability sampling method. While the data used in this study are primary data by obtaining the data needed by using information techniques, namely by distributing questionnaires. The analysis tool uses multiple linear regression, and doing a partial test knowing whether the independent variables individually have a significant effect on the dependent variable, do the r-test to measure the ability of the model to explain the ability of the dependent variable.The results of the analysis can be concluded that: Price does not have a positive effect on user decisions. Promotion does not have a positive effect on user decisions. Service quality does not have a positive effect on user decisions. User decisions have a positive effect on customer satisfaction. User decisions do not mediate between Price, Promotion and Quality of Service.

The Nairobi City Council: A Study in Comparative Local Government

Comparative Studies in Society and History ◽

10.1017/s0010417500003996 ◽

1966 ◽

Vol 8 (2) ◽

pp. 181-198 ◽

Cited By ~ 2

Author(s):

Herrbert H. Werlin

Keyword(s):

Local Government ◽

Political Party ◽

City Council ◽

Political Crisis ◽

City Hall ◽

The City ◽

Comparative Local Government

Charles Rubia's resignation from office as Mayor of Nairobi on September 15, 1964, set off a potentially dangerous political crisis in Kenya. Although Rubia subsequently returned to office the affair split the major political party, aroused considerable tribal passion, provoked the youth-wing into angry demonstrations and the Kikuyu women of Nairobi into their piercing “ululating” cry in front of the City Hall.

ANALISIS PENGARUH NILAI PELANGGAN DAN CITRA MEREK TERHADAP KEPUASAN PELANGGAN PADA RUMAH MAKAN LAMUN OMBAK DI KOTA PADANG

10.31219/osf.io/4x639 ◽

2019 ◽

Author(s):

Juli Zarman ◽

Aminar Sutra Dewi

Keyword(s):

Customer Satisfaction ◽

Customer Value ◽

Seagrass Meadow ◽

Brand Image ◽

Linear Regression Analysis ◽

Multiple Linear Regression Analysis ◽

Independent Variables ◽

The City ◽

Dominant Influence ◽

Two Independent Variables

This study was conducted to examine the effect of customer value and brand image of the value of customer satisfaction with home eating seagrass meadow waves in the city. the population used in this study food consumers seagrass waves in town padang.teknik sampling method used is judgemen sampling criteria have been a food consumers seagrass meadow waves in the city. The number of samples preformance this study of 100 respondents, which is based on the view roscoe quoted sekaran (2006). Based on the results of studies using multiple linear regression analysis on the influence of customer value and brand image on customer satisfaction home eating seagrass waves. It can be concluded that the two independent variables have a significant influence on customer satisfaction in choosing where to eat. Of the two independent variables are the most dominant influence on customer satisfaction home eating seagrass waves is customer value.

ANALISIS PENDPATAN PAJAK, PENDAPATAN RETRIBUSI, DAN PAD LAIN YANG SAH TERHADAP BELANJA MODAL KOTA MANADO 2005-2015

JURNAL PEMBANGUNAN EKONOMI DAN KEUANGAN DAERAH ◽

10.35794/jpekd.14489.18.3.2016 ◽

2019 ◽

Vol 18 (3) ◽

Author(s):

Royke Reynald Anter ◽

Debby Ch. Rotinsulu ◽

George M.V. Kawung

Keyword(s):

Local Government ◽

Regional Development ◽

Capital Expenditure ◽

Income Taxes ◽

City Government ◽

Capital Expenditures ◽

Government Revenue ◽

Independent Variables ◽

State Income ◽

ANALISIS PENDPATAN PAJAK, PENDAPATAN RETRIBUSI, DAN PAD LAIN YANG SAH TERHADAP BELANJA MODAL KOTA MANADO 2005-2015 Royke Reynald Anter, Debby Ch. Rotinsulu, George M.V Kawung Fakultas Ekonomi dan Bisnis, Magister Ilmu Ekonomi Universitas Sam Ratulangi, Manado ABSTRAK Pembangunan merupakan sebuah proses menuju kea rah yang lebih baik. Pembangunan daerah terlebih di Indonesia khususnya Kota Manado masih amat bergantung pada intervensi pemerintah melalui alokasi belanja yang dimiliki. Dalam penelitian ini bertujuan untuk melihat bagaimana pengaruh pendapatan yang di terima pemerintah daerah dalam bentuk Pendapatan Asli Daerah (PAD) yang terbagi dalam pendapatan Pajak, Retribusi, dan PAD lain yang sah, terhadap alokasi belanja modal pemerintah Kota Manado. Sepanjang 2005 hingga 2015. Di mana didapatkan hasil bahwa ketiga variabel independent kurang memberi pengaruh pada alokasi belanja modal Kata Kunci : Pajak, Retribusi, Belanja Modal, PAD. ABSTRACT Development is a process leading towards the better. Regional development especially in Indonesia, especially the city of Manado is still highly dependent on government intervention through budget allocations have. In this study aims to see how they affect the income received in the form of local government revenue (PAD) which is divided into income taxes, levies, and other legitimate PAD, the allocation of capital expenditures Manado city government. Throughout 2005 to 2015. Where is obtained that the three independent variables less influence on the allocation of capital expenditure Keyword : taxes, Levies, State Income, Capital Expenditure

Analisis Kepuasan Pelanggan Batik Benang Bintik di Kota Palangka Raya

Journal of Environment and Management ◽

10.37304/jem.v1i3.2573 ◽

2020 ◽

Vol 1 (3) ◽

pp. 267-273

Author(s):

Wenny Indriastuti ◽

Meitiana ◽

Bambang Mantikei

Keyword(s):

Local Government ◽

Customer Satisfaction ◽

Quantitative Research ◽

Field Survey ◽

Business Owner ◽

Validity And Reliability ◽

Survey Techniques ◽

This research aims to determine the level of customer satisfaction of Batik Benang Bintik in Palangka Raya. This re-search is a quantitative research with field survey techniques. The subjects of the research are 75 customers of Batik Benang Bintik in Palangka Raya with different age and backgrounds. The data were collected through interview and questionnaire instrument which is consist of 15 questions that have previously tested for its validity and reliability. The costumers’ satisfaction were analysed in term of costumer service, promotion, price and shop location in the city. We do hope this research may provide insight to business owner and local government in their effort to enhace the poten-tial market of Batik Benang Bintik, especially in Palangka Raya city.