The influence of service quality on entrepreneurs satisfaction and intention: an empirical study on MARDIs consultancy and advisory service

Mohd Nur Hafiz Mat Azmin, . and Mohd Faiz Musa, . and Che Nurul Akmal Che Mohamad, . and Juwaidah Sharifuddin, . and Ismail Abd Latif, . and Zainal Abidin Mohamed, . and Norzalila Kasron, . and Amin Mahir Abdullah, . and Roslina Ali, . The influence of service quality on entrepreneurs satisfaction and intention: an empirical study on MARDIs consultancy and advisory service. pp. 37-49. ISSN 1823-8149

MARDI is one of the agencies under the Ministry of Agriculture and Agrobased Industry that is involved in giving services to MARDIs entrepreneurs' development. The services rendered to MARDIs entrepreneurs was in the form of soft technology such as advisory and consultation services. The study was to measure satisfaction and intention in utilising advisory and consultancy services on soft technology among entrepreneurs under MARDIs guidance. SERVQUAL model was used in this study with six dimensions to measure MARDIs entrepreneurs satisfaction. Since MARDIs core business is in RD and innovating new technologies technology needs to be mentioned as one of the dimensions. Confirmatory Factor Analysis (CFA) indicated that the variables used were fit to service quality model at 0.001 significance. Structural Equation Model (SEM) was used to analyse the relationship among the variables used especially among the SERVQUAL dimensions and satisfaction. From the structural equation model only four SERVQUAL dimensions i.e. reliability responsiveness assurance and technology were statistically significant while the other two tangibility and empathy were not significant. Satisfaction was strongly supported by a significant relationship with intention. The study indicated that service quality does act as an important predictor of customers satisfaction and gave an impact to intention of MARDIs entrepreneurs to continuously use services rendered by MARDI. This study can enable MARDI to improve customers charter as a guideline to deliver an accurate message and services to MARDIs entrepreneurs. While technology is not the strongest predictor to satisfaction it does give a significant effect to satisfaction. With that technology development needs to be taken into account in ensuring that MARDIs technologies are able to meet the needs of entrepreneurs by emphasizing on demand pull against demand push.

Full text available from: Official URL: http://etmr.mardi.gov.my/Content/ETMR%20Vol.14(201...

Abstract

MARDI is one of the agencies under the Ministry of Agriculture and Agrobased Industry that is involved in giving services to MARDIs entrepreneurs' development. The services rendered to MARDIs entrepreneurs was in the form of soft technology such as advisory and consultation services. The study was to measure satisfaction and intention in utilising advisory and consultancy services on soft technology among entrepreneurs under MARDIs guidance. SERVQUAL model was used in this study with six dimensions to measure MARDIs entrepreneurs satisfaction. Since MARDIs core business is in RD and innovating new technologies technology needs to be mentioned as one of the dimensions. Confirmatory Factor Analysis (CFA) indicated that the variables used were fit to service quality model at 0.001 significance. Structural Equation Model (SEM) was used to analyse the relationship among the variables used especially among the SERVQUAL dimensions and satisfaction. From the structural equation model only four SERVQUAL dimensions i.e. reliability responsiveness assurance and technology were statistically significant while the other two tangibility and empathy were not significant. Satisfaction was strongly supported by a significant relationship with intention. The study indicated that service quality does act as an important predictor of customers satisfaction and gave an impact to intention of MARDIs entrepreneurs to continuously use services rendered by MARDI. This study can enable MARDI to improve customers charter as a guideline to deliver an accurate message and services to MARDIs entrepreneurs. While technology is not the strongest predictor to satisfaction it does give a significant effect to satisfaction. With that technology development needs to be taken into account in ensuring that MARDIs technologies are able to meet the needs of entrepreneurs by emphasizing on demand pull against demand push.

[error in script]

Item Type:	Article
AGROVOC Term:	agricultural organizations
AGROVOC Term:	Agricultural industry
AGROVOC Term:	Research centres
AGROVOC Term:	Mathematical models
AGROVOC Term:	Advisory services
AGROVOC Term:	consultancies
AGROVOC Term:	Entrepreneurs
AGROVOC Term:	Quality
Depositing User:	Mr. AFANDI ABDUL MALEK
Last Modified:	24 Apr 2025 00:55
URI:	http://webagris.upm.edu.my/id/eprint/9572

Actions (login required)

View Item