Determining effective factors on customer satisfaction services in irrigation networks

Document Type : Original Article

Authors

1 Imam Hossein University

2 M.Sc. in Business Management, Department of Management, Faculty of Humanities, Islamic Azad University, Ahvaz Branch, Ahvaz, Iran

Abstract

The purpose of this study is to assess the impact of different dimensions of service quality on customer satisfaction of the company operating the irrigation networks in the northern region of Khuzestan.
The geographical territory of the company is one hundred and ninety thousand hectares in the north of Khuzestan, where a variety of horticultural and agricultural products such as wheat, fodder, vegetables and summer crops are grown.
This research is based on the service quality gap model (SERVQUAL) and in addition to ranking the components of this model, the gap between customers' expectations and perceptions of the quality of the company's performance has been analyzed. This research is applied in terms of purpose and based on the method of data collection is a descriptive survey. Eighteen thousand farmers are working in the north of Khuzestan and the statistical population of this study is the heads of these farmers with a number of six thousand people who have a contract to buy water with the company. The sample size based on the Cochran formula was determined to be 361 people. In practice, 375 questionnaires were collected. The data collection tool is a questionnaire that has been localized according to the company's activities and the type of customers. Structural equations were used to evaluate the model and correlated t-test was used to significantly measure the difference between customers' expectations and perceptions. Findings indicate that Pearson correlation coefficient between customer satisfaction with the dimension of physical factors is 0.49, reliability 0.46, responsibility 0.65, guarantee 0.53 and empathy 0.42. Therefore, all the studied dimensions are effective on the customer satisfaction of the operating company. The correlation between service quality and farmers' satisfaction is 0.58

Keywords

References

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Water Management in Agriculture
Volume 9, Issue 1 - Serial Number 17
September 2022
Pages 101-118

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