Customer satisfaction with Tokyo Metropolitan Government ward office counter services: confirmatory factor analysis of question grouping and principal component regression analysis

Abstract

This study examines the determinants of service satisfaction among users of a ward office in Tokyo using a two-part questionnaire. The questionnaire comprised three main categories of multiple-choice questions: A) facility equipment (physical elements in the government office), B) staff responses, and C) service delivery (e.g., promptness of services, whether visitors completed their scheduled errands). In addition, three groups of questions related to the personalities of the users of each facility were investigated. During a one-day survey period, responses were collected from 400 women, aged 30–59 years, who had visited a ward office in the Tokyo Metropolitan Area over a one-month period. This age segment was studied because it is the major segment of the panel of the Internet research firm used. First, factor analysis was used to check the appropriateness of the grouping of questions, and it was confirmed that the three groups were appropriate based on eigenvalues and scree plots. Then, to examine the determinants of counter service customer satisfaction, principal component analysis and multiple regression analysis were conducted for each question category. The regression analysis using the three main question groups and three other respondents’ personality-related question groups indicated that group C (service delivery quality) had the strongest influence on the dependent variable, followed by group B and group A. The adjusted R2 value was .70. This result is consistent with the results of the author’s surveys of government offices in urban areas conducted for Higashihiroshima City Hall and of ward offices in Osaka.

Research plan for evaluating service quality of public art museums through on-site survey using IAM scale of three question groups

“…In this study, we plan to conduct an on-site survey by modifying Moteki's [17] three-group question scale of the on-site survey and Moteki's [18] online survey, both of which are surveys of governmental institutions; we also use our own three-group question framework of facilities and equipment, staff response, and exhibition content. The self-administered questionnaire survey at the Higashihiroshima City Museum of Art in Summer 2022 will target visitors after they have viewed the special collection.…”

“…The authors plan to use con rmatory factor analysis to examine the appropriateness of the grouping of questions and then analyze the main determinants of customer satisfaction by principal component regression analysis, as in Moteki [17].…”

Research plan for evaluating user satisfaction of public art museums through on-site survey using Indicators for Art Museums (IAM) scale with three question sections

“…In this study, we plan to conduct an on-site survey by modifying Moteki's three-section question scale of the on-site survey [17], and Moteki's online survey [18], both of which are surveys of governmental institutions; we shall also use our own three-section question framework of facilities and equipment, staff response, and exhibition content. The self-administered questionnaire survey at the Higashihiroshima City Museum of Art in Summer 2022 will target visitors after they have viewed the special collection.…”

“…The authors plan to use con rmatory factor analysis to examine the appropriateness of the grouping of questions and then analyze the main determinants of customer satisfaction by principal component regression analysis, as done in Moteki's study [17].…”