Factor Analysis of Service Expectation of Farmer Producer Organization from Agribusiness Incubator

This paper aimed to study the service expectation of Farmer Producer Organization from the Agribusiness incubator. The study was carried out with 60 FPO’s in Tamil Nadu. The data was collected through survey method using a well-structured online interview questionnaire. The exploratory factor analysis was carried out to reduce the data. The first factor named as which explained 25.37 percent of the variance, the second factor named as early stage business development services which explained 10.27 percent of the variance, the third factor named as business development services which explained 11.50 percent of the variance, the fourth factor named as physical infrastructural assistance which explained 2.21 percent of the variance. The obtained results of Exploratory Factor Analysis revealed that four factors such as market assistance services, early stage business development services, business development services and physical infrastructural assistance explained about 71.69 percent of the variance of factors with respect to service expectation of FPO's from the Business incubator.

Survey of Customer’s Service Expectation and Quality Perception to G.S.M Services in Ondo State

The satisfaction derived from services rendered by a company goes a long way in determining the response of consumers to these offerings and this can be either a positive or negative response. Hence, this study looks at customer’s purchase expectations and actions to GSM offerings in Ondo State. To achieve the objective above, this study employs a survey research design. A sample of 385 respondents was selected using multistage sampling, out of a population of about 906,557. The result confirmed that 85% of the GSM subscribers cannot guarantee adequate satisfaction with the quality of services with only one network, hence they use more than one network at the same time, switching over to the next each time they have the problem with one network. Secondly, the study finds that network accessibility has the highest customer’s expectations or satisfaction being met; followed by ease of obtaining call cards. Though tariff cost, network quality and bonus do not count much on expectation or satisfaction in Ondo State. Thirdly, both network accessibility and bonus have negative impacts on consumer perception of network quality but tariff cost, ease of obtaining cards, choice of the network have a positive impact on the perception of network quality. In conclusion, GSM companies need to be conscious of inconveniences encountered by their subscribers and they should do more to take care of those subscribers particularly in areas identified in this study. The study recommends that the companies should put preference on network accessibility to meet the customer expectations and that one of the ways to improve on GSM network quality is to educate consumers on their rights and privileges so that they can fight for their right. This should be championed by the supervising organ of government on GSM communication which is Nigeria Communication Commission (NCC).

FACTORS INFLUENCING E-SERVICE SATISFACTION IN TERTIARY EDUCATION IN GHANA

Empirical work on the quality, expectation, and loyalty of e-services and their implications on satisfaction in the sense of 'normal' service has not been carried out. With this in mind, this study analyzed the linkages between e-service quality (in this 'normal' service environment), e-service expectation, e-service satisfaction, and e-service usage frequency by using PLS-SEM-VB using questionnaire data collected from 360 students. The conclusions obtained suggested that the level of usage of E-service has only a positive direct impact on the quality of e-service and satisfaction of e-service. E-service expectations also have an indirect positive effect on e-service satisfaction through the frequency of use of the E-service. The consequence of these findings is that companies offering low-quality e-services are more likely not to satisfy their clients. In effect, will not affect their engagement but would still use the service for buying and re-purchasing purposes due to institutional purposes. The assumption in the case of the current study is that universities with better e-services should have students considering their e-services to be adequate and therefore consistent in using e-services to enhance learning and administrative communication.

Service quality assessment model for academic libraries

Purpose The purpose of this paper is to develop a service quality assessment model for academic libraries using SERVQUAL and validate the model surveying teachers, students and researchers. Design/methodology/approach A model was developed, including 28 statements of five dimensions using the SERVQUAL instrument. It incorporated three segments, i.e. minimum service expectation, desired service expectation and actual service performance with a seven-point Likert scale. The minimum service expectation and desired service expectation appear at both ends of the tolerance zone, which represents the range of satisfactory service performance. A performance level upper tolerance zone could delight users, or service performance below the tolerance zone would cause dissatisfaction. A survey was conducted among 552 respondents from ten private university libraries of Bangladesh to validate the model. Findings Several statistical methods like Cronbach’s alpha (0.986), Bartlett’s test (0.001), rotation sums of squared loadings (74.26) in factor analysis, item loading (0.671‐0.839), commonalities (0.579‐0.859), Kaiser–Meyer–Olkin value (0.971), construct reliability (0.862‐0.910) and AVE value (0.510‐0.660) supported reliability and validity of the model. The actual service performance of all dimensions existed within the tolerance zone of the respective dimensions. Besides, the overall service performance (5.11) resided within the tolerance zone (4.73‐5.84), indicating the users were satisfied with the service provided by their libraries. Originality/value The model was developed in the current context of university libraries, which produced appropriate results. It will prompt further research on service quality assessment in academic libraries globally.