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

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 orde...

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Main Authors: Agustina, Dwi Shinta, Abdullah, Amin Mahir, Mohamed, Zainal Abidin, Kamarulzaman, Nitty Hirawaty
Format: Article
Language:English
Published: Malaysian Agricultural Research and Development Institute (MARDI) 2009
Online Access:http://psasir.upm.edu.my/id/eprint/13308/1/Assessment%20of%20Rubber%20Industry%20Smallholders%20Development%20Authority.pdf
http://psasir.upm.edu.my/id/eprint/13308/
http://etmr.mardi.gov.my/index.php/2009
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spelling my.upm.eprints.133082015-11-19T07:52:09Z http://psasir.upm.edu.my/id/eprint/13308/ Assessment of Rubber Industry Smallholders Development Authority (RISDA) service quality in Negeri Sembilan Agustina, Dwi Shinta Abdullah, Amin Mahir Mohamed, Zainal Abidin Kamarulzaman, Nitty Hirawaty 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. Malaysian Agricultural Research and Development Institute (MARDI) 2009 Article NonPeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/13308/1/Assessment%20of%20Rubber%20Industry%20Smallholders%20Development%20Authority.pdf 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 http://etmr.mardi.gov.my/index.php/2009
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description 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.
format Article
author Agustina, Dwi Shinta
Abdullah, Amin Mahir
Mohamed, Zainal Abidin
Kamarulzaman, Nitty Hirawaty
spellingShingle Agustina, Dwi Shinta
Abdullah, Amin Mahir
Mohamed, Zainal Abidin
Kamarulzaman, Nitty Hirawaty
Assessment of Rubber Industry Smallholders Development Authority (RISDA) service quality in Negeri Sembilan
author_facet Agustina, Dwi Shinta
Abdullah, Amin Mahir
Mohamed, Zainal Abidin
Kamarulzaman, Nitty Hirawaty
author_sort Agustina, Dwi Shinta
title Assessment of Rubber Industry Smallholders Development Authority (RISDA) service quality in Negeri Sembilan
title_short Assessment of Rubber Industry Smallholders Development Authority (RISDA) service quality in Negeri Sembilan
title_full Assessment of Rubber Industry Smallholders Development Authority (RISDA) service quality in Negeri Sembilan
title_fullStr Assessment of Rubber Industry Smallholders Development Authority (RISDA) service quality in Negeri Sembilan
title_full_unstemmed Assessment of Rubber Industry Smallholders Development Authority (RISDA) service quality in Negeri Sembilan
title_sort assessment of rubber industry smallholders development authority (risda) service quality in negeri sembilan
publisher Malaysian Agricultural Research and Development Institute (MARDI)
publishDate 2009
url http://psasir.upm.edu.my/id/eprint/13308/1/Assessment%20of%20Rubber%20Industry%20Smallholders%20Development%20Authority.pdf
http://psasir.upm.edu.my/id/eprint/13308/
http://etmr.mardi.gov.my/index.php/2009
_version_ 1643825292801736704
score 13.211869

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