The latest business management research and ideas from hbs faculty. Ishida 3 abstract customer satisfaction is the most important element for developing and sustaining organizational priorities and practices. The current study compared the quality of agricultural extension messages. Examining the product quality attributes that influences. Customer complaints and types of customers ufifas extension. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. Extension administration and supervision, programme planning, monitoring and evaluation, diffusion and adoption of innovations.
Nigeria international journal of managerial studies and research ijmsr page 44 oliver 2000 suggests that customer satisfaction is the core philosophy of marketing strategy of. A study on customer satisfaction of mobile food retailing in salem city. Impacting deposit service quality on customers satisfaction. A survey of 52 extension workers was conducted in fars province, southern iran. Florida cooperative extension services customer satisfaction survey protocol glenn d. Saving deposits have a very important meaning to the bank because it is the basis for the bank to bring profits through investments, loans, reserves therefore, it is important for commercial banks to ensure maximum customer satisfaction with the services that the bank provides. The aim of this paper is to investigate and measure farmers satisfaction extension regarding services to better understand why farmers do or do not participate in such programs in iran. The findings revealed that trust, customer satisfaction, corporate image, service quality, network coverage have significant effect on customer loyalty with customer satisfaction as the strongest predictor of customer loyalty in the nigerian gsm market. Service innovativeness, or the propensity to introduce service innovations to. The study objective is to find out the determinants affecting the. Investigating iranian farmers satisfaction with agricultural extension programs using the american customer satisfaction index. Pdf customer satisfaction is the most important element for. The purpose of this study was to investigate the relationship between personal characteristics and job satisfaction.
A case study of a reputable bank in oyo, oyo state. Customer complaints and types of customers1 allen f. Factors affecting customer satisfaction and customer. The purpose of the study was to determine the quality related to innovation dissemination and teaching as perceived by farmers inthe adoption of new agricultural technologiesin amathole district municipality. Measuring farmers satisfaction with the services of agricultural. Ajol and the millions of african and international researchers who rely on our free services are deeply grateful for your contribution. Customer satisfaction is also a statemandated performance measure. If customer satisfaction develops they will become loyal to that product or brand and their loyalty will be good for the company in sense as a profit. This paper presents an analysis of quality, customer satisfaction and business performance in food industry.
Iranian farmers satisfaction with agricultural extension programs using the american customer satisfaction index. Identification of factors that affect customer satisfaction is the main objective of the research. This document is hr005, one of a series of the food and resource economics department, ufifas extension. Service quality and customer satisfaction in selected. Scan forms for customer satisfaction organizational development. A case study in kuching sarawak shaharudin jakpar angelyn goh sze na. Us 58 eglobal journal of management and business research volume xiv issue iii version i. The relationship between service quality and customer. The concept agricultural marketing includes many activities starts from production process till its retailing. Personal characteristics affecting agricultural extension. Florida cooperative extension service, fact sheet pde9805, university of florida.
Farmers satisfaction with agricultural extension s ervice and its influencing factors. Customer satisfaction is defined as a customers overall evaluation of the performance of an offering to date 21. Therefore, it is important for commercial banks to ensure maximum customer satisfaction with the services that the bank provides. The main objective of the research is to determine the influence of quality on customer satisfaction and on.
Impact of customer satisfaction on customer retention. Factors affecting customer satisfaction on grameenphone. Mission statement the mission of the journal of agricultural extension is to publish conceptual papers and empirical research that tests, extends, or builds agricultural extension theory and contributes to the practice of extension worldwide. Pdf customer satisfaction is the most important element for developing and sustaining organizational priorities and practices. The importance of customer satisfaction in relation to. Pdf farmers satisfaction with agricultural extension service and. Customer, deposit, quality, service, satisfaction and tdu. Study the effects of customer service and product quality. Farmers satisfaction with agricultural extension service and. Read articles about customer satisfaction hbs working knowledge. Journal of agricultural extension african journals online. In addition, prompt customer service was seen to have no significant effect on customer loyalty. Israel 1 in 1997, thirteen or fourteen counties were randomly selected for the annual customer satisfaction survey css for each year see table 1 until all 67 counties were assigned to the 5year rotation. Impact of service quality and customer satisfaction on.
To collect data, a questionnaire including bray field and rothe job satisfaction index was used. If you would prefer to email your enquiry please use this form. Customer satisfaction is the most important element for developing and sustaining organizational priorities and practices. Customer satisfaction on reliability and responsiveness of. Customer satisfaction is the part of marketing and play important role in the market. Further the service quality dimension and customer satisfaction are tested for predicting success of referral marketing. Customer satisfaction is a matter of attitude towards or evaluation of product or service. Investigating iranian farmers satisfaction with agricultural extension. This is one of the important keys to ensure business is successful because customersa satisfaction will determine the market growth of the. The influence of type of contact with extension on client. In any organization satisfaction of customer is more important, because if your customer is satisfied. A css provides a fair assessment of the general satisfaction of extensions clients, and the results can be used to benchmark against the performance of similar programs. Authors looking for updates on where an accepted paper is in the publication process or general customer service enquiries please use our general customer enquiry form.
Study the effects of customer service and product quality on. December 2012 221 examining the product quality attributes that influences customer satisfaction most when the price was discounted. The research method will help in examining the various factors those results in satisfaction in retail banking. Scan forms for customer satisfaction organizational. All of these options count toward meeting the state requirement for customer satisfaction reporting. International journal of agricultural extension and rural development open access. Bishop 1987 suggested that, pay is directly related with productivity and reward system depends upon the size of an organization 12. Investigating iranian farmers satisfaction with agricultural. Arachova, a 20 service quality and customer satisfaction.
Florida cooperative extension services customer satisfaction. Farmers satisfaction with agricultural extension service. In sum, the principles of tqm and findings from research on customer satisfaction give credence to efforts to assess how well extension is. International journal of humanities and social science vol. A css provides a fair assessment of the general satisfaction of extension s clients, and the results can be used to benchmark against the performance of similar programs. Scope of journal the journal of agricultural extension is devoted to the advancement of knowledge of agricultural extension services and practice through the publication of original and empirically based research, focusing on. Similar efforts with consumer durable goods, on the other hand, are generally absent, so the goal of this present study will be to explore the antecedents of customer satisfaction s and brand loyalty in the context of pakistani home appliances sector. International journal of social science research 1 1. Overview of agricultural extension in ethiopia agricultural extension has long history in ethiopia. Customer satisfaction is a measure of how products and services meet or exceed customer expectations fornell, 1992. Pdf investigating iranian farmers satisfaction with. Customer satisfaction is an important factor to understand to satisfy customers about what they need and want. Journal of agricultural extension and rural development, 54. Thus, we examined farmers overall satisfaction with agricultural extension services and its determinants using data collected from 150 beneficiary farmers in north west ethiopia.
In summary, customer trust in an ecommerce company is. Article pdf available in journal of agricultural science and. International journal of business and social science vol. The last section summarizes the main findings, and draws some policy implications and outlook for further research. Factors affecting customer satisfaction on grameenphone users. Agricultural bank of greece and commercial bank of greece hold a market share of more than 60 per cent in terms of total assets. Customer satisfaction and service quality in uk financial services accepted for inclusion in the international journal of production and operations management h maddern 1 dr r s maull1 dr p a smart1 p baker2 university of exeter discussion papers. On the years of farming experience, 35% of the farmers had 2 in cocoa production. Oxford journals has four journals customer service centres based in the uk, the usa, japan, and china. The results suggest that service quality should be treated as an antecedent of customer satisfaction. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Customer satisfaction survey remains an essential tool for measuring the quality of services and outcome of programmes. List of other journals international journal of law and legal studies advanced journal of environmental science and technology. Factors affecting customer satisfaction on grameenphone users in bangladesh.
Journal of international agricultural and extension education. Journal of agricultural extension secretariatmanagement training departmentagricultural and rural management training institute armtikm. International journal of agricultural extension and rural development studies ijaerds. This overall satisfaction has a strong positive effect on customer loyalty, intentions across a wide. Customer satisfaction on reliability and responsiveness of self service technology for retail banking services. Pdf investigating iranian farmers satisfaction with agricultural. Ajol is a non profit organisation that cannot function without donations. Customer satisfaction and service quality in marketing term, customer satisfaction is described as a measure on how product or services supplied by organization meet customersa expectation.
Pdf farmers satisfaction with agricultural extension. It is possible through, effective market survey, market trending, better customer service and satisfaction, customer focus and continuous follow up. Standard customer satisfaction forms these forms have the staterequired questions for customer satisfaction, other customer satisfaction questions, and a few openended questions for program improvement purposes. Two conceptualizations of customer satisfaction dominate the literature. Farmers perception of the quality of mobilebased extension. International journal of agricultural extension and rural. Customer satisfaction and service quality in marketing term, customer satisfaction is described as a measure on how product or services supplied by. Service quality of public and private agricultural extension service.
Customer satisfaction essay 1226 words 5 pages introduction the goal of my research is to examine and find internal ways to distinguish customer satisfaction among one of the nations largest telecommunication company. International journal of bank marketing customer satisfaction, loyalty and financial performance. Accordingly, it can be concluded that the customer loyalty is affected by customer satisfaction and service quality. Customer satisfaction is also a statemandated performance measure for our agency. Service quality and customer satisfaction in selected banks. The result indicates that the competency of sales person is the key dimension for both the customer satisfaction and customer referral. The gender of the participants significantly affected their perception of the level of difficulty of the information provided by extension.