Kualiti Hidup dan Hubungannya dengan Kualiti Perkhidmatan serta Kepuasan Pelanggan: Satu Kajian ke Atas Peserta Program Ladang Kontrak
The purpose of this study was to see whether there was a correlation between the perception of the quality of government services received and the level of satisfaction with quality of life of Contract Farming Program participant, and if there was a correlation between these variables, how strong th...
Saved in:
Main Author: | |
---|---|
Format: | Thesis |
Language: | eng eng |
Published: |
2013
|
Subjects: | |
Online Access: | https://etd.uum.edu.my/3579/1/s811257.pdf https://etd.uum.edu.my/3579/8/s811257.pdf |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
id |
my-uum-etd.3579 |
---|---|
record_format |
uketd_dc |
institution |
Universiti Utara Malaysia |
collection |
UUM ETD |
language |
eng eng |
advisor |
Othman, Abdul Rahim |
topic |
HF5415.33 Consumer Behavior. |
spellingShingle |
HF5415.33 Consumer Behavior. Yusrizal, Ahmad Kualiti Hidup dan Hubungannya dengan Kualiti Perkhidmatan serta Kepuasan Pelanggan: Satu Kajian ke Atas Peserta Program Ladang Kontrak |
description |
The purpose of this study was to see whether there was a correlation between the perception of the quality of government services received and the level of satisfaction with quality of life of Contract Farming Program participant, and if there was a correlation between these variables, how strong the influence on the quality of life. Also examined is whether the differences in demographic factors have a significant impact on the quality of life of the participants. The study population is the entire contract farming program participants found throughout the country, namely a total of 25,689 people (Population). The sampling method used was simple random probability sampling.
Questionnaires were used as a method for data collection. Of the 450 questionnaires distributed, a total of 409 was returned and only 394 can be used. Data were analyzed
using Statistical Package for the Social Sciences (SPSS) version 16. Pearson correlation analysis is used to determine the correlation between variables. While the Multiple Regression is used to determine the influence of the independent variables to the dependent variable. ANOVA analysis was used to see whether differences in demographics have an impact on the dependent variable. The findings indicate there is a strong positive relationship between service quality and service satisfaction with quality of life in which both of these variables affects 40.3% of the overall quality of life. Also found were differences in the level of educational attainment and number of services received have a significant impact on quality of life. These findings can be used as input to the management of Ministry of Agriculture and Agro-based Industry in planning and implementing this program with emphasis on quality of services delivered, and strive to meet the needs and desires of the participants. The program can also be used as an instruments to achieve the government's goal to improve quality of life and reduce poverty in the rural population of whom the majority are involved in agricultural activities. |
format |
Thesis |
qualification_name |
masters |
qualification_level |
Master's degree |
author |
Yusrizal, Ahmad |
author_facet |
Yusrizal, Ahmad |
author_sort |
Yusrizal, Ahmad |
title |
Kualiti Hidup dan Hubungannya dengan Kualiti Perkhidmatan serta Kepuasan Pelanggan: Satu Kajian ke Atas Peserta Program Ladang Kontrak |
title_short |
Kualiti Hidup dan Hubungannya dengan Kualiti Perkhidmatan serta Kepuasan Pelanggan: Satu Kajian ke Atas Peserta Program Ladang Kontrak |
title_full |
Kualiti Hidup dan Hubungannya dengan Kualiti Perkhidmatan serta Kepuasan Pelanggan: Satu Kajian ke Atas Peserta Program Ladang Kontrak |
title_fullStr |
Kualiti Hidup dan Hubungannya dengan Kualiti Perkhidmatan serta Kepuasan Pelanggan: Satu Kajian ke Atas Peserta Program Ladang Kontrak |
title_full_unstemmed |
Kualiti Hidup dan Hubungannya dengan Kualiti Perkhidmatan serta Kepuasan Pelanggan: Satu Kajian ke Atas Peserta Program Ladang Kontrak |
title_sort |
kualiti hidup dan hubungannya dengan kualiti perkhidmatan serta kepuasan pelanggan: satu kajian ke atas peserta program ladang kontrak |
granting_institution |
Universiti Utara Malaysia |
granting_department |
Othman Yeop Abdullah Graduate School of Business |
publishDate |
2013 |
url |
https://etd.uum.edu.my/3579/1/s811257.pdf https://etd.uum.edu.my/3579/8/s811257.pdf |
_version_ |
1747827606068133888 |
spelling |
my-uum-etd.35792022-04-10T02:57:50Z Kualiti Hidup dan Hubungannya dengan Kualiti Perkhidmatan serta Kepuasan Pelanggan: Satu Kajian ke Atas Peserta Program Ladang Kontrak 2013-01 Yusrizal, Ahmad Othman, Abdul Rahim Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. The purpose of this study was to see whether there was a correlation between the perception of the quality of government services received and the level of satisfaction with quality of life of Contract Farming Program participant, and if there was a correlation between these variables, how strong the influence on the quality of life. Also examined is whether the differences in demographic factors have a significant impact on the quality of life of the participants. The study population is the entire contract farming program participants found throughout the country, namely a total of 25,689 people (Population). The sampling method used was simple random probability sampling. Questionnaires were used as a method for data collection. Of the 450 questionnaires distributed, a total of 409 was returned and only 394 can be used. Data were analyzed using Statistical Package for the Social Sciences (SPSS) version 16. Pearson correlation analysis is used to determine the correlation between variables. While the Multiple Regression is used to determine the influence of the independent variables to the dependent variable. ANOVA analysis was used to see whether differences in demographics have an impact on the dependent variable. The findings indicate there is a strong positive relationship between service quality and service satisfaction with quality of life in which both of these variables affects 40.3% of the overall quality of life. Also found were differences in the level of educational attainment and number of services received have a significant impact on quality of life. These findings can be used as input to the management of Ministry of Agriculture and Agro-based Industry in planning and implementing this program with emphasis on quality of services delivered, and strive to meet the needs and desires of the participants. The program can also be used as an instruments to achieve the government's goal to improve quality of life and reduce poverty in the rural population of whom the majority are involved in agricultural activities. 2013-01 Thesis https://etd.uum.edu.my/3579/ https://etd.uum.edu.my/3579/1/s811257.pdf text eng public https://etd.uum.edu.my/3579/8/s811257.pdf text eng public masters masters Universiti Utara Malaysia Abbate, R., Giambalvo, O. & Milito, A. M. (2001). Service and life quality: the case of Palermo. Social Indicators Research, 54, 3, 275-308 Aditi Naidu (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assurance, 22, 4, 366-381 Amriah Buang, Mohd Azlan Abdullah & Rosmiza Mohd Zainol (2010).Memajukan petani kecil Melayu menerusi Pertanian Kontrak-Persepsi dan penilaian peserta projek dan komuniti tempatan. GEOGRAFIA Online Malaysian Journal of Society and Space, 6, 1, 68-80. Amriah Buang & Ratnawati Yuni Suryandari (2009). Pertanian kontrak sebagai satu kaedah memajukan petani kecil Melayu: Tanggapan dan penilaian komuniti tani tempatan di Zon Utara , Semenanjung Malaysia terhadap prestasi program Pertanian Kontrak FAMA. GEOGRAFIA Online Malaysian Journal of Society and Space, 5, 1, 11-22. Anderson, Eugene, W., Fornell, C. & Lehmann (1994). A customer satisfaction research prospectus. 241-268 Andrews, F.M. (1991). Stability and change in levels and structure of subjective wellbeing: USA 1972 and 1988. Social Indicators Research, 25, 1-30 Au, N., Ngai, E.W.T. & Cheng, T.C.E. (2008). Extending the Understanding of End User Information Systems Satisfaction Formation: An Equitable Needs Fulfillment Model Approach. MIS Quarterly, 32, 1, 43-66 Azahan Awang, Abdul Samad Hadi, Jamaluddin Md Jahi, Asmah Ahmad & Abdul Hadi, Harman Shah (2006). Mendifinisi Semula Makna Kualiti Hidup Masyarakat Bandar Dalam Konteks Ilmu Sosial. Malaysian Journal of Environmental Management, 7, 19-32. Azahan Awang (2006). Kualiti Hidup masyarakat bandar di kawasan Majlis Perbandaran Seremban, Negeri Sembilan. Thesis Dr. Falsafah, Program Pengurusan Persekitaran, Pusat Pengajian siswazah, Universiti Kebangsaan Malaysia, Bangi. Azrina, S. (2006). Mulakan aktiviti tani untuk kegunaan sendiri. Utusan Online: 28 Julai 2006. Babakus, E., and G.W. Boller. 1992. An empirical assessment of the servqual scale. Journal of Business Research, 24, 3, 253–268 Bolton, Ruth and james H. Drew (1994). A Multistage Model of Customers’ Assessments of Service quality and Value, Journal of Consumer Research, 17 (March): 375-384. -(1994). Linking Customer Satisfaction to service Operations and Outcomes. Pp. 173-200 in service quality: New Directions in Theory and Practice, Roland T. Rust and Richard L. Oliver (Eds.) London: stage Boschen, K.A. 1996. Correlates of life quality, life satisfaction, residential satisfaction, and locus of control among adults with spinal cord injuries. Rehabilitation Counseling Bulletin 39: 230-243. Bowling, A. The Most Important things in Life. Comparisons Between Older and Younger Population Age Groups by Gender. Results From a National Survey of the Public’s Judgements. International Journal of Health Sciences, 1995b, 6: 169-175 Carman, J.M. 1990. Consumer perceptions of service quality: An assessment of the servqual dimensions. Journal of Retailing, 66, 1, 33–55. Chua, Y.P. (2012). Asas Statistik Penyelidikan (2 ed.). Kuala Lumpur: Mc Graww-Hill Malaysia Sdn Bhd. Chua, Y.P. (2011). Kaedah Penyelidikan (2 ed.). Kuala Lumpur: Mc Graw-Hill Malaysia Sdn Bhd. Dagger, T.S. & Sweeney, J.C. (2006). The effect of service evaluations on behavioral intentions and quality of life. Journal of Service Research, 9,1, 3-18 Davis, J.A.(1971).Elementary Survey Analysis. Parentice Hall Deming, W.E. (1992). The new economics for industry, government, education. British Deming Association SPC Press , INC Eaton, C. & Shepherd, A.W. (2001). Contract Farming, partnerships for growth. Food and Agriculture Organization of the United Nations (FAO) Agricultural Service Bulletin, 145, 67-79. Edvardsson, B. 2005. Service quality: Beyond cognitive assessment. Managing Service Quality, 15, 2, 127–135 Evans, R. David. (1994). .Enhancing quality of life in the population at large. Social Indicators Research, 33, 47-88. Farris, Paul W.; Neil T. Bendle; Phillip E. Pfeifer; David J. Reibstein (2010).Marketing Metrics: The Definitive Guide to Measuring Marketing Performance. Upper Saddle River, New Jersey: Pearson Education, Inc. ISBN 0-13-705829-2. Fatimah Mohamed Arshad (2010). Sikap petani buah-buahan dan sayur-sayuran segar kepada Perladangan Kontrak: Beberapa Implikasi Polisi. Proceeding in a discussion organize by FAMA in Shah Alam, Selangor on 27 January 2010. Fatimah, M.A. & Khalid, A.R. (2008).New Agri-food Marketing System: Structural and Impact Analyses. Research report submitted to Federal Agricultural Marketing Authority (FAMA) Getty, J., & K. Thompson (1994). A procedure for scaling perceptions of lodging quality. Hospitality Research Journal, 18, 2, 75–96 Ghobadian, A., S. Speller, and M. Jones (1994). Service quality: Concepts and models. International Journal of Quality & Reliability Management, 11, 9, 43–66 Haryati Shafii & Nurasyikin Miskam (2010). Pembentukan Penunjuk dan Indeks Kualiti Hidup bagi mengukur kesejahteraan hidup masyarakat di pekan Parit Raja, Johor. Thesis Sarjana yang tidak diterbitkan. Universiti Tun Hussein Onn Malaysia (UTHM): Fakulti Pengurusan Teknologi, Perniagaan dan Keusahawanan. Haryati Shafii, Jamaluddin Md Jahi & A. Latiff (2003). Penunjuk Kualiti Hidup di Taman Perumahan Penduduk di Bandar Baru Bangi, Selangor, Malaysia. Journal of Techno Social, 1, 3-15 Headey, Bruce. (1993). An economic model of subjective well-being: Integrating economic and psychological theories . Social Indicators Research, 28, 97-116 Keith, C. & Michael, K. (2012). Make or break: A simple non-compensatory customer satisfaction model. International Journal of Market Research, 54, 2, 163-176 Kerlinger, F.N. (1973).Foundations of Behavioural Research. New York: Holt, Rinehart and Winston. Khan, M. (2003).Ecoserv: Ecotourists’ quality expectations. Annals of Tourism Research, 30, 1, 109–124 Knutson, B., P. Stevens, C. Wullaert, & M. Patton (1991). Lodgserv: A service quality index for the lodging industry. Hospitality Research Journal, 14, 7, 277–284 Krejcie, R.V. & Morgan, D.W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30, 607-610. Louis Leung (2010). Effects of Internet Connectedness and Information Literacy on Quality of Life. Soc Indic Res (2010) 98:273–290. DOI 10.1007/s11205-009-9539-1 Malaysia (2012). Hasil kajian HIP Projek. Pembentangan laporan dalam Mesyuarat Pembangunan Negara. Jabatan Perdana Menteri: Unit Penyelarasan Pelaksanaan. Malaysia (2012). Soal jawab MS ISO 9001:2008. Jabatan Perdana Menteri: Bahagian Inovasi dan Pengurusan Sumber Manusia. Malaysia (2011). Buku Perangkaan Wanita, Keluarga dan Masyarakat. Kementerian Pembangunan Wanita, Keluarga dan Masyarakat. Malaysia (2011). Laporan Perangkaan Tenaga Buruh. Jabatan Perangkaan Malaysia. Malaysia (2010). Program Transformasi Ekonomi (ETP). Jabatan Perdana Menteri: Unit Perancang Ekonomi. Malaysia (2005). Rancangan Malaysia Kesembilan (RMKe-9). Jabatan Perdana Menteri: Unit Perancang Ekonomi. Malaysia (2004). Kualiti Hidup Malaysia. Jabatan Perdana Menteri: Unit Perancang Ekonomi. Malaysia (1999). Kualiti Hidup Malaysia. Jabatan Perdana Menteri: Unit Perancang Ekonomi. Mat Lazim Salleh (1995). Perbezaan Tanggapan Terhadap Kualiti Perkhidmatan Di antara Kakitangan Jabatan Hasil Dalam Negeri dan Pelanggan Di Kawasan Utara. Thesis Sarjana yang tidak diterbitkan. Universiti Utara Malaysia (UUM): Sekolah siswazah. Muhyiddin Mohd Yassin (2004).Ucaputama YB Menteri Pertanian dan Industri Asas Tani, Persidangan Halatuju Sektor Pertanian dan Industri Berasaskan Pertanian pada 12 Ogos 2004 di Hotel Palace of Golden Horses Selangor. Di muat turun dari http://agrolink.moa.my/darimejamenteri/exco%20 pertanian pada 27 Julai 2012 O'Neill, M. & Palmer, A. (2003). An exploratory study of the effects of experience in consumer perceptions of the service quality construct. Managing Service Quality, 13, 2, 187-196 Padmakumar Ram, Swapna Bhargavi, G. & Gantasala, V.P. (2011) . Work environment, service climate and customer satisfaction: Examining theoretical and emperical connections. International Journal of Business and Social Science, 2, 20, 121-137 Pallant, J. (2011). SPSS Survival Manual: A step by step guid to data analysis using SPSS. Australia: Allen & Unwin. Parasuraman,. Zeithaml, A.V. & Berry, L. (1985). A Conceptual Model of Service Quality and its implications for Future Research. Journal of Marketing, 49, 41-50. Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 1, 12-40 Portal Rasmi International Monetary Fund (IMF). www.imf.org. Diakses pada 27 Julai 2012 Portal Rasmi Kementerian Pertanian dan Industri Asas Tani. www.moa.gov.my. Diakses pada 23 Jun 2012 Portal Rasmi Lembaga Pemasaran Pertanian Persekutuan (FAMA). www.fama.gov.my. Diakses pada 23 Jun 2012 Portal Rasmi World Health Organization: Regional Office of South-East Asia (2012). www.who.int/ Diakses pada 27 Julai 2012 Ravichandran, K., Phrabakaran, S. & Arun Kumar, S. (2010). Application of Servqual Model on Measuring Service Quality: A Bayesian Approach. Enterprise Risk Management, 1, 1, 145- 169 Seyed Hossein Siadat (2011). Measuring service quality using SERVQUAL model: A case study of e-retrailing in Iran. Unpublish report. University of Wales, Cardiff. Simmons, P. (2002). Overview of smallholder Contract Farming in Developing Countries. Unpublished report. University of New England, Armidale, Australia. Taylor, S.A. & Baker, T.L. (1994). An Assessment of the Relationship Between Service Quality and Consumers' Purchase Intentions. Journal of Retailing, 70, 2, 163-178 Tsakiri, L.T. (2010). Is Globalisation Affecting the Quality of Life? A Review of the Literature. European Research Studies, 13, 4, 157-168 Ventegodt, S., Merrick, J., & Andersen, N.J. (2003). Quality of Life Theory I. The IQOL Theory: An Integrative Theory of the Global Quality of Life Concept. The Scientific World Journal, 3, 1030-1040 Wan Abdul Aziz Wan Mohd Amin & Nik Wan Omar (2007). Analisis kesejahteraan hidup nelayan pesisir. GEOGRAFIA Online Malaysian Journal of Society and Space, 3, 1, 53-59. Wan Zahari Wan Yusoff & Maziah Ismail (2008). FM-SERVQUAL: A New Approach of Service Quality Measurement Framework in Local Authorities. Pacific Rim Real Estate Society, 1-15 Wheeler, J. Robert. (1991). The theoretical and empirical structure of general well-being. Social Indicators Research , 24, 71-79 Yoo, D.K., & J.A. Park (2007). Perceived service quality: Analyzing relationships among employees, customers and financial performance. International Journal of Quality & Reliability Managemen, 21, 9, 908–926 |