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Assessment of Rubber Industry Smallholders Development Authority (RISDA) service quality in Negeri Sembilan


Agustina, Dwi Shinta and Abdullah, Amin Mahir and Mohamed, Zainal Abidin and Kamarulzaman, Nitty Hirawaty (2009) Assessment of Rubber Industry Smallholders Development Authority (RISDA) service quality in Negeri Sembilan. Economic and Technology Management Review, 4. pp. 57-63. ISSN 1823-8149


Smallholders play an important role in the rubber sub-sector in Malaysia. Realizing the importance of this group in the industry, the government established RISDA to organize them and provide replanting assistance. Hence, providing adequate service quality is a vital responsibility for RISDA in order to increase the capability of smallholders, especially in increasing their productivity which subsequently increase their income. The aim of this study was to determine the level of smallholders’ satisfaction towards the services delivered by RISDA. The measurements used were based on widely accepted service quality model (SERVQUAL). Questionnaires used in this study were limited to a sample of 98 respondents in the western region of RISDA’s administration in Negeri Sembilan. A descriptive statistics analysis was used to describe the level of services rendered by RISDA. Service quality gaps were determined by computing the differences between customers’ expectations and their actual perceptions. The results of the study indicated that the overall service quality provided by RISDA was below smallholders’ expectations. Tangible dimension was the most critical dimension of service quality delivered by RISDA while assurance dimension was the least critical dimension.

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Additional Metadata

Item Type: Article
Divisions: Faculty of Agriculture
Publisher: Malaysian Agricultural Research and Development Institute (MARDI)
Keywords: Service quality; SERVQUAL; RISDA; Satisfaction; Rubber smallholder
Depositing User: Nurul Ainie Mokhtar
Date Deposited: 30 Jul 2015 04:58
Last Modified: 19 Nov 2015 07:52
URI: http://psasir.upm.edu.my/id/eprint/13308
Statistic Details: View Download Statistic

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