IDEAS home Printed from https://ideas.repec.org/a/kap/porgrv/v23y2023i2d10.1007_s11115-021-00574-w.html
   My bibliography  Save this article

Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture

Author

Listed:
  • Yasutoshi Moteki

    (Hiroshima University)

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 R2 value of .51).

Suggested Citation

  • Yasutoshi Moteki, 2023. "Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture," Public Organization Review, Springer, vol. 23(2), pages 805-823, June.
  • Handle: RePEc:kap:porgrv:v:23:y:2023:i:2:d:10.1007_s11115-021-00574-w
    DOI: 10.1007/s11115-021-00574-w
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11115-021-00574-w
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1007/s11115-021-00574-w?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Oludele Akinloye Akinboade & Emilie Chanceline Kinfack & Mandisa Putuma Mokwena, 2012. "An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 39(3), pages 182-199, February.
    2. Oliver, Richard L. & Winer, Russell S., 1987. "A framework for the formation and structure of consumer expectations: Review and propositions," Journal of Economic Psychology, Elsevier, vol. 8(4), pages 469-499, December.
    3. Yu Noda, 2019. "Citizen expectations and satisfaction of service performance: lessons from subnational governments in Japan," Asia Pacific Journal of Public Administration, Taylor & Francis Journals, vol. 41(3), pages 142-156, July.
    4. Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
    5. Oludele Akinloye Akinboade & Emilie Chanceline Kinfack & Mandisa Putuma Mokwena, 2012. "An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 39(3), pages 182-199, February.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Ebrahim Farhan Mubarak Busenan, 2023. "The Relationship between Human Capital and Public Services Performance: The Role of Islamic Work Ethics as a Mediating Variable A Case Study of Public Sector Organizations of Bahrain," Technium Social Sciences Journal, Technium Science, vol. 45(1), pages 481-488, July.
    2. Yue Wang & Honggen Zhu & Noshaba Aziz & Yu Liu, 2023. "Does Social Capital Improve the Effectiveness of Public Service? An Insight from Rural-to-Urban Migrants in China," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 165(2), pages 431-452, January.
    3. Yu-Chuan Chen & Yung-Ho Chiu & Tzu-Han Chang & Tai-Yu Lin, 2023. "Sustainable Development, Government Efficiency, and People’s Happiness," Journal of Happiness Studies, Springer, vol. 24(4), pages 1549-1578, April.
    4. Carolyn‐Dung Thi Thanh Tran & Brian Dollery, 2021. "All in the Mind: Citizen Satisfaction and Financial Performance in the Victorian Local Government System," Australian Accounting Review, CPA Australia, vol. 31(1), pages 51-64, March.
    5. Chao Wang & Ilaria Dalla Pozza, 2014. "The antecedents of customer lifetime duration and discounted expected transactions: Discrete-time based transaction data analysis," Working Papers 2014-203, Department of Research, Ipag Business School.
    6. Pedersen, Line Bjørnskov & Allen, Thomas & Waldorff, Frans Boch & Andersen, Merethe Kirstine Kousgaard, 2020. "Does accreditation affect the job satisfaction of general practitioners? A combined panel data survey and cluster randomised field experiment," Health Policy, Elsevier, vol. 124(8), pages 849-855.
    7. Kendall D. Funk & Erica Owen, 2020. "Consequences of an Anti‐Corruption Experiment for Local Government Performance in Brazil," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 39(2), pages 444-468, March.
    8. Zongfeng Sun & Jintao Li, 2019. "Citizens’ Satisfaction with Air Quality and Key Factors in China—Using the Anchoring Vignettes Method," Sustainability, MDPI, vol. 11(8), pages 1-19, April.
    9. Arnold, Mark J. & Reynolds, Kristy E. & Ponder, Nicole & Lueg, Jason E., 2005. "Customer delight in a retail context: investigating delightful and terrible shopping experiences," Journal of Business Research, Elsevier, vol. 58(8), pages 1132-1145, August.
    10. Jihoon Cho & Swinder Janda, 2023. "Perception carryover in cross-buying: the role of interpurchase time and product locus," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(4), pages 809-819, December.
    11. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
    12. Qihui Xie & Xun Xie & Siwei Guo, 2022. "The Factors Influencing Public Satisfaction with Community Services for COVID-19: Evidence from a Highly Educated Community in Beijing," IJERPH, MDPI, vol. 19(18), pages 1-19, September.
    13. Abebaw, Degnet & Tadesse, Fanaye & Mogues, Tewodaj, 2010. "Access to improved water source and satisfaction with services: Evidence from rural Ethiopia," IFPRI discussion papers 1044, International Food Policy Research Institute (IFPRI).
    14. Evanschitzky, Heiner & Malhotra, Neeru & Wangenheim, Florian v. & Lemon, Katherine N., 2017. "Antecedents of peripheral services cross-buying behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 218-224.
    15. Songyee Hur & Sejin Ha, 2023. "Would luxury brands benefit from empowering consumers in product decision-making?," Journal of Brand Management, Palgrave Macmillan, vol. 30(6), pages 516-534, November.
    16. Aronson, Olivia & Hanson, Sara & LaFont, Matthew, 2025. "Innovative organizations’ CSR signaling: Consumer perceptions, expectations, and outcomes," Journal of Business Research, Elsevier, vol. 186(C).
    17. Xian Ji & Long Shao & Yu Du, 2020. "Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dando," Sustainability, MDPI, vol. 12(4), pages 1-16, February.
    18. Sohn, Stefanie & Groß, Michael, 2020. "Understanding the inhibitors to consumer mobile purchasing intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    19. Étienne Charbonneau & Younhee Kim & Alexander C. Henderson, 2014. "New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction," Public Money & Management, Taylor & Francis Journals, vol. 34(4), pages 305-308, July.
    20. Gerrit Antonides & Lies Hovestadt, 2021. "Product Attributes, Evaluability, and Consumer Satisfaction," Sustainability, MDPI, vol. 13(22), pages 1-20, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:porgrv:v:23:y:2023:i:2:d:10.1007_s11115-021-00574-w. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.