Quality of Agricultural Extension Services in Ambon

Yonette Maya Tupamahu, Lydia Maria Ivakdalam


This study aims to analyze the level of farmer satisfaction with the performance of agricultural extension workers, and recommend efforts to improve the performance of agricultural extension workers in providing farmer satisfaction in the future. The population of farmer groups in the working area of ​​the Nania Agricultural Counseling Center is 118 farmer groups, with the Slovin formula at 90% accuracy, 54 samples were obtained. The sampling technique was purposive and incidental sampling, with 54 farmers chairing the group. The level of farmer satisfaction is measured by the Customer Satisfaction Index (CSI). Previously the questionnaire was tested for validity and reliability and the results showed 26 attributes of valid and reliable service quality. The results showed the CSI analysis for the performance attributes of agricultural instructors was 60.37 percent, meaning that in general the farmers were in the quite satisfied category. Recommendations for efforts to improve the performance of agricultural extension services in providing farmer satisfaction in the future is to improve the performance of the attributes in quadrant I namely: Counseling is done on time (S4), Serious attention from extension workers towards farmers (S5), Reliability in assisting farmers or farmer groups in preparing plans for farming activities (S9), The reliability of agricultural instructors for increasing business results (S14), Willing counselors provide services quickly (S15), Spent time for extension workers to respond quickly to farmers' requests (S17), Accuracy in handling farmers' complaints (S18), Extension agents have competency in guiding, solving problems of farmers or farmer groups in the field, and establishing business partnerships in agriculture (S19).

Keywords: service quality, agricultural extension workers, Customer Satisfaction Index

DOI: 10.7176/JESD/11-12-10

Publication date:June 30th 2020

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ISSN (Paper)2222-1700 ISSN (Online)2222-2855

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