Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture

Abstract This study empirically investigates the major factors that determine customer satisfaction in local government offices Japan by using three categories of questions. They referred to studies worldwide, especially expectancy disconfirmation model, SERVQUAL and subsequent methods emphasize customer’s direct experience. The on-site surveys were conducted at Kurose branch office Higashihiroshima City. A total 240 responses obtained over six weekdays. regression analysis showed staff explanations most influential, followed aspects related physical service delivery quality (adjusted R 2 value .51).