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).
Highlights
A government evaluation system was implemented in Mie prefecture, Japan, during the 1990s
This study at the Kurose branch office of the Higashihiroshima City government aimed to find determinants of customers satisfaction with the counter service provided at the branch offices in municipalities in Japan
The sample for the principal component analysis and multiples regression analysis was composed of the 205 valid questionnaires collected from 25 to 31 August, over five business days
Summary
A government evaluation system was implemented in Mie prefecture, Japan, during the 1990s This was followed by the implementation of government evaluation systems in municipalities throughout the nation, influencing the central government to enact a law requiring all ministries to carry out policy evaluations in 2002. In this context, several surveys have shown that large municipalities are more proactive in introducing evaluation systems (Moteki, 2015; Tabuchi, 2010). While the PDCA acronym is widely used in many areas of Japanese governance, the term originated in the private sector as part of the business improvement (Kaizen) movement. Adherents of this notion usually highlight the check (C) function, that
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