South African Journal of Agricultural Extension
versión On-line ISSN 2413-3221
SIMPSON, A. P. y CALITZ, A. P.. Adapted SERVQUAL for evaluating the provision of information as an agricultural Extension Service in South Africa. S Afr. Jnl. Agric. Ext. [online]. 2015, vol.43, n.2, pp. 66-77. ISSN 2413-3221. http://dx.doi.org/10.17159/2413-3221/2015/v43n2a357.
The paper describes the adaptation of the Service Quality Instrument (SERVQUAL) for measuring the provision of information as an Extension Service. It explores agricultural Extension Services as a customer service and SERVQUAL as a service evaluation tool. The study aims to provide an adapted SERVQUAL instrument which includes a dimension for the measurement of the provision of information as a service. The reliability of the adapted instrument is tested by examining the results of a practical implementation thereof. The reliability of the adapted instrument is confirmed by using quantitative analysis of empirical data. Data used in the analysis was collected by means of a case study involving an agricultural organisation in the South African grain sector. This paper serves as the impetus for a discussion on the evaluation of the provision of Information as a Service, as provided by an agricultural organisation using Extension Services.
Palabras clave : SERVQUAL; Information as a Service; Agricultural Extension Services.