Assessing Farmers’ Satisfaction of Agronomic Services Received in Ghana Using the SERVQUAL Model- a Case Study of Kumasi Metropolis
Osei Mensah, James; Owusu Damoah, Emmanuel; Aidoo Robert

Abstract
Purpose: The study’s objectives were in three folds: to find out whether the SERVQUAL model can be used to assess the quality of service delivered to farmers by agrochemical input dealer, to identify the extent to which farmers are satisfied with the services received and to estimate the impact of each of the dimensions on the overall service quality.

Design/Methodology/Approach: Research approach was principally quantitative. A pre-study was conducted (through focused group discussions) found out that the original SERVQUAL questionnaire is useful (with little modification) in the assessment of service quality of agronomic input sector. Two hundred (200) farmers were chosen

Findings: It was found out that the SERVQUAL model can be applied when assessing the quality of agronomic services. It was also found out that customers (farmers) or users of agrochemical inputs were highly not satisfied (overall weighted SERVQUAL score of -0.86) with the services received from the agrochemical input dealers within the Kumasi Metropolis.

Originality/value: The study has demonstrated that the SERVQUAL model can be used in assessing quality of agronomic services and that Ghanaian Agribusiness firms are not satisfied with the quality of service they
receive.

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