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Nonlinear Effects on Citizen Satisfaction and Different Levels of Governments in Japan

4/2/2015

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Yu Noda, Aichi University, Japan

This study investigates the nonlinear effects of local governments’ performance of public services on citizen satisfaction in Japan. Citizen satisfaction data has been collected by many municipalities because it is regarded as a quantitative measure of citizen needs. Citizen satisfaction with services is generally assessed on a scale ranging from dissatisfaction to satisfaction, and there can be some variation between the effects of the quality of services in comparison with citizens’ expectations based on their understanding of what the government should provide. In line with Kano’s theory, we can say that with respect to the must-be quality of service, when the quality decreases in the low-quality condition, citizen dissatisfaction decreases at an accelerated pace. Regarding the attractive quality of service, citizen satisfaction rises significantly as the performance increases in the high-quality condition. On the basis of data gathered through an Internet survey in Japan, we explore the nonlinear effects of service performance on citizen satisfaction through a comparison of citizens’ expectations on different levels of governments. This study found that clarity of service in areas under the authority of a broad regional government has more impact in terms of increasing satisfaction and decreasing dissatisfaction and that its nonlinear effects are more significant than for municipal services.
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​EASTERN REGIONAL ORGANIZATION FOR
​PUBLIC ADMINISTRATION

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  • Home
  • About
    • Our Story
    • Constitution
    • EROPA Centers
    • EROPA Secretariat >
      • Sec-Gen's Corner
    • EROPA Chairperson
  • Publications
    • Public Administration News
    • ARPA >
      • ARPA Editorial Board
      • ARPA Call for Papers
      • Publication Ethics and Malpractice Statement
      • Notes for Contributors
      • Abstracts >
        • 2019, Volume 30, Nos. 1-2
        • 2018, Volume 29, Nos. 1-2
        • 2017 Volume 28, Nos. 1 & 2
        • 2016 Volume 27, Nos. 1 & 2
        • 2015 Volume 26, Nos. 1 & 2
        • 2014 Volume 25, No. 2
        • 2014 Volume 25, No. 1
        • 2013 Volume 24, Nos. 1 & 2
        • 2012 Volume 23, Nos. 1 & 2
        • 2011 Volume 22, No. 2
    • EROPA Bulletin >
      • Call for Inputs
    • Resources >
      • EROPA Brochure & Forms
  • Membership
    • Members' Corner
    • Join EROPA >
      • Individual Membership Form
      • Group Membership Form
      • State Membership
    • State Members
  • Conferences
    • 2023 EROPA Conference
    • 2022 EROPA Conference
    • 2021 EROPA Conference
    • 2020 EROPA Conference
    • List of Past Conferences
    • Database for Past Conferences >
      • EROPA 2022 Conference
      • EROPA 2019 Conference
      • EROPA 2018 Conference
      • EROPA 2017 Conference
      • EROPA 2016 Conference
      • 2012-2015 Conferences
    • Carlos P. Ramos Award for Best Conference Paper
    • Asian Leadership Forum
    • Stories to Share
  • Activities
    • Latest Activities
    • EROPA ExP >
      • Find an Expert >
        • Peter Bergerson
        • Edna Estifania A. Co
        • Sofian Effendi
        • Akio Kamiko
        • Pan Suk Kim
        • Masao Kikuchi
        • Perla Legaspi
        • Lue Li
        • Akira Nakamura
        • Orlando Mercado
        • Jon Quah
        • Lisa Saye
        • Sombat Thamrongthanyawong
        • Prijono Tjiptoherijanto
        • Roger Wettenhall
        • Tao Zhang
        • Mohd Afzanizam Mohd Badrin
        • Wong Wai Lun, Vincent
      • JOIN ExP DATABASE
    • OYPA >
      • FAQs/Guidelines
      • OYP Nomination Form
  • #TAG Dialogue
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    • #GovInTheTimeOfCorona
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