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

Abstract

Abstract This study empirically investigated the major factors determining user satisfaction with counter services in local government offices in Japan. The findings were compared with results from similar surveys conducted in 2020. Data were collected via on-site surveys on user satisfaction or service quality of the local government office using an original three-category questionnaire scale tailored to Japanese local administration characteristics. A total of 1,000 questionnaires were distributed over four weekdays on August 23–26, 2021 at the City Hall; there were 537 respondents (response rate: 53.7%). A regression analysis indicated that the independent variables of category C (service delivery) were the most influential, followed by the B (human-related factors) and A (office hardware) categories (adjusted R2 value: 0.58). This order of importance for each category is consistent with the results of the author's previous survey of users of ward offices in Osaka City and Tokyo Metropolitan Government. For service delivery (C), promptness and short waiting time, do not necessarily affect user satisfaction positively. Regarding staff responses, (1) the speed with which attending counter clerk speaks and (2) the atmosphere and kindness of the attending counter clerk are two important factors for counter-staff responses and the human-related factors category.