Citizen expectations and satisfaction of service performance: lessons from subnational governments in Japan

Noda, Yu

doi:10.1080/23276665.2019.1658361

Cited by 18 publications

(18 citation statements)

References 20 publications

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“…In some studies, researchers have focused on public services in general, that is, satisfaction with local government (James 2009, 2011; Morgeson 2012), with a number of services (Roch and Poister 2006), and aggregates of services (Van Ryzin 2006), while others have examined specific services (Filtenborg, Gaardboe, and Sigsgaard‐Rasmussen 2017; Grimmelikhuijsen and Porumbescu 2017; Noda 2019). The choice of taking the government as a whole or an individual service as the unit of analysis is likely to influence citizens’ assessment of satisfaction.…”

Section: Discussion and Outlook: Refocusing Empirical Tests To Enhance The Relevance Of Expectancy‐disconfirmation Researchmentioning

confidence: 99%

The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta‐analysis and an Agenda for Best Practice

Zhang

Chen

Petrovsky

et al. 2021

Public Administration Review

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The expectancy‐disconfirmation model has become the predominant approach in explaining citizen satisfaction with public services. It posits that citizens compare the performance of a service against their expectations of that service. Satisfaction occurs if the perceived performance meets or exceeds the expectations. We provide the first meta‐analysis of the empirical evidence on this relationship, and find that the model is supported across studies. However, our meta‐analysis also indicates that research design choices affect the results and that the scope of public services examined is not comprehensive. We make best practice recommendations for future research to improve the measurement of citizen satisfaction.

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Section: Discussion and Outlook: Refocusing Empirical Tests To Enhance The Relevance Of Expectancy‐disconfirmation Researchmentioning

confidence: 99%

The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta‐analysis and an Agenda for Best Practice

Zhang

Chen

Petrovsky

et al. 2021

Public Administration Review

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show abstract

“…For this purpose, this study applied the method adopted by research in the business eld investigating private corporations. Noda (2013Noda ( , 2014Noda ( , 2019 already focuses on the citizen satisfaction concept when dealing with residents of local governments in Japan by conducting survey studies.…”

mentioning

confidence: 99%

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

Moteki

2021

Preprint

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This study empirically investigated the major factors determining customer satisfaction with counter services in local government offices in Japan, comparing them with the results of similar surveys conducted by the author in 2020. This study considers visitors’ direct experience of counter services through an on-site survey conducted at a municipal government building, referring to (1) customer satisfaction research in various countries, especially the expectancy disconfirmation model; (2) the SERVQUAL model; and (3) subsequent methods that emphasise the customer’s direct experience. SERVQUAL, as the name suggests, is a five-group scale for evaluating service quality with respect to customer satisfaction. However, in actual organizational settings, five groups of questions may be burdensome to respondents and may reduce the collection rate. The author’s research involves conducting on-site surveys on customer satisfaction or service quality of the local government office using an original three-group questionnaire scale and tailoring the question items to a scale for Japanese local administration settings. The surveys comprise three categories of questions, referring to (1) customer satisfaction research in various countries, especially the expectancy disconfirmation model; (2) the SERVQUAL model; and (3) subsequent methods that emphasise the customer’s direct experience. A total of 1,000 questionnaires were distributed over four weekdays at the City Hall. As of September 27, 2021, there were 537 respondents (response rate: 53.7%). The regression analysis indicated that the independent variables of group C (service delivery) were most influential, followed by those of groups B (human-related factors) and A (office hardware) (adjusted R2 value: .58). Service delivery, human factors, and hardware aspects are important, in that order, to ensure customer satisfaction with the City Hall’s counter services. This is consistent with the results of the author’s Internet survey of users of Osaka City Government’s ward offices. Focusing on the second principal component of the service delivery category (C), promptness and short waiting times do not necessarily affect customer satisfaction positively.

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“…Their study divided customers into internal and external customers, proposing the hypothesis that the satisfaction of both types of customers' service needs leads to organisational efficiency and effectiveness, based on the discussions of previous studies. Noda (2013) published information on citizen satisfaction from a general perspective in the Japanese context and has since continued to publish administrative research on citizen satisfaction (Noda, 2014(Noda, , 2019. His research partly aimed at testing the expectancy-disconfirmation theory in the Japanese administrative context.…”

Section: Literature Reviewmentioning

confidence: 99%

“…His research partly aimed at testing the expectancy-disconfirmation theory in the Japanese administrative context. More specifically, it included a study that investigated statements made by politicians and photographs of road management practices to analyse the relationship between expectations, performance, and customer satisfaction (Noda, 2019). Additionally, he examined 2,997 responses from residents of cities in the Tokyo Metropolitan area based on an Internet survey designed considering populational and age ratios (Noda, 2014).…”

Section: Literature Reviewmentioning

confidence: 99%

Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture

Moteki

2022

Public Organiz Rev

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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).

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Citizen expectations and satisfaction of service performance: lessons from subnational governments in Japan

Cited by 18 publications

References 20 publications

The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta‐analysis and an Agenda for Best Practice

The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta‐analysis and an Agenda for Best Practice

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

Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture

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