Customer satisfaction towards service quality of RISDA fertilizer distribution system in Melaka / Noorwahida Muhamad

This study is designed to study the customer satisfaction towards service quality of RISDA Melaka. The research used the service quality (SERVQUAL) dimensions. There are five (5) dimensions in SERVQUAL which are tangible, reliability, responsiveness, assurance and empathy. This dimension will be used to identify customer satisfaction towards service quality of RISDA fertilizer distribution system in Melaka. In this study, the methods used are questionnaire and personal interview to identify the relevant information regarding the study on customer satisfaction towards service quality of RISDA fertilizer distribution system in Melaka. Researcher also used secondary data such as journals, references books, previous thesis and internal data. All the data is obtained for RISDA Melaka fertilizer records 2008. Researcher also used the close-ended question to obtain the information. Researcher also used probability sampling technique which is the simple random sampling to gain information regarding this research. The findings from the study found that SERVQUAL Dimension is involved to customer satisfaction towards service quality of RISDA fertilizer distribution system. There are several recommendations should be RISDA take. Firstly, RISDA Melaka should give training program for staff to help them to increase their knowledge and skill while dealing with the smallholder. Secondly, RISDA Melaka must use a suitable transportation with each plantation. Furthermore, RISDA Melaka must distribute fertilizer based on particular season.