* The video of this announcement has been discontinued.
Level: Beginner
【Presenter】
Yasutoshi Mogi, Associate Professor, Graduate School of Human and Social Sciences, Faculty of Law, Hiroshima University
English name: Yasutoshi Moteki
[Announcement summary]
This lecture examines the satisfaction level of the window service of local governments through a questionnaire survey of visitors. Specifically, the main task is to conduct a multi-group questionnaire survey with reference to Takahashi and Kawasaki (2019), analyze the results using JMP, and present application examples of satisfaction survey research in the administrative field. The purpose.
Focus on window services among the services provided by local governments, and statistically examine the factors that affect satisfaction. As a factor group, referring to Mansor & Razali (2010), three groups of branch hardware (physical aspects such as buildings), software (staff response, etc.), and services (administrative services themselves) are assumed. Held for 6 days from August 24, 2020 at the Kurose branch in Higashi-Hiroshima City (the number of cases is 240). We conducted a self-administered questionnaire survey of visitors who visited the counter and completed their errands. The questionnaire is 4 pages. In this lecture, I would like to show researchers and practitioners an example of conducting a satisfaction survey in the field of public administration and statistical analysis using JMP.
(Reference)
Mansor, N., & Razali, C. H. C. M. (2010). Customers' Satisfaction towards Counter Service of Local Authority in Terengganu, Malaysia. Asian Social Science, 6 (8), 197.
Takenori Takahashi and Masaru Kawasaki (2019) "Survey and virtual experiments by questionnaire: Understanding and improving customer satisfaction" Union of Japanese Scientists and Engineers.
Yu Noda (2013) "Study of Citizen Satisfaction" Nihon Hyoronsha.
[Presenter Profile]
Graduated from the Faculty of Law, Kyushu University in 2001. 2007 Graduated from Kyushu University Graduate School of Law with a doctoral degree. Obtained a doctorate (law) degree from Kyushu University in 2008. After working as an assistant professor at the Graduate School of Law, Kyushu University, he is currently an associate professor at the Graduate School of Human and Social Sciences, Hiroshima University. The subject in charge is public administration and comparative local government theory. In public administration, I am conducting research on policy evaluation and administrative evaluation.
* The following preprint (pre-reviewed manuscript) bibliographic information is posted as an alternative to the handouts.
Moteki, Y. (2020). A questionnaire survey on customer satisfaction with services at branch offices of Higashihiroshima City in Hiroshima
prefecture: Focusing on office hardware, customer service provided by counter officers, and service delivery quality. Advance. Preprint.
https://advance.sagepub.com/articles/preprint/A_questionnaire_survey_on_customer_satisfaction_with_services_at_branch_offices_of_Higashihiroshima_City_in_Hiroshima_prefecture_Focusing_on_office_hardware_customer_service_provided_by_count
