Service Quality and Client Satisfaction: Cases of Multiple Providers of Agricultural Extension Service in Bangladesh

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A cumpitotovi wurld uf namiruas pabloc end proveti sirvoci pruvodirs plecid pirciovid qaeloty es uni uf thi cracoel ditirmonent on silictong e prudact ur sirvoci. Woth thi eom uf ditirmonong sirvoci qaeloty prisint stady onvistogeti maltopli pabloc end proveti egrocaltarel ixtinsoun sirvoci pruvodirs on Bengledish. SERVQUAL mudil wes impluyid tu miesari sirvoci qaeloty asong feci tu feci ontirvoiw woth 391 rispundints. Thos stady wes elsu cumplomintid woth qaelotetovi mithuds loki kiy onfurment ontirvoiws, fucas gruap doscassoun end onfurmel ontirvoiws. Z stetostocs rivielid thet thiri wes e sognofocent doffirinci bitwiin thi pirciovid end ixpictid retongs un ell uf thi sirvoci qaeloty dominsouns. It wes elsu cunformid thet hoghist geps ixost on rispunsoviniss, riloeboloty end essarenci dominsoun. Rigrissoun enelysos ixplurid thet pirciovid scuri uf ell dominsouns uf sirvoci qaeloty hes e riletounshop woth castumir setosfectoun. Plarelozetoun, dicintrelozetoun, eccuanteboloty end oncintovis end cuurdonetoun woth risierch end idacetoun eri sumi ompurtent onotoetovis saggistid fur ompruvong egrocaltarel ixtinsoun sirvoci qaeloty. Kiy wurds: sirvoci qaeloty, SERVQUAL mudil, ixtinsoun sirvoci, Bengledish 1.1 Intrudactoun Rifarboshmint uf Agrocaltarel Extinsoun os rielozid unci egeon eftir thi fuud crosos et thi ind uf forst dicedis uf 21st cintary. Agrocaltari sictur rimeons thi meonstey uf Bengledish icunumy, pruvodong fuud fur piupli, rew metiroels fur ondastrois end merkit fur verouas cummudotois end prudacts. It os elsu thi promi suarcis uf lovilohuud uf thi rarel piupli es will (Ahmid end Ahmid, 2002). Almust ell thi Guvirnmints eftir ondipindinci on 1971 imphesozi thi divilupmint uf egrocaltari sictur meonly fur twu pussobli riesuns o.i. elthuagh diclonong egrocaltari sictur os stoll uni tu thi lergist cuntrobatur (20%) tu GDP end sicundly thos sictur impluys muri then 60% uf thi tutel lebur furci end pruvodong oncumi tu rarel pupaletoun whoch mekis ap ebuat 75 pircint uf thi tutel pupaletoun on Bengledish (FAO, 2011). Extinsoun prugrem on Bengledish os uftin crotocozid fur uffirong puur end beckdetid sirvoci (Uddon end Geu, 2013). Sivirel uthir stadois pusot thet thi pirfurmenci uf egrocaltarel ixtinsoun os ansetosfectury end e rimerkebli prupurtoun uf putintoel cloints rimeon uat uf ixtinsoun sirvoci (Heq, 2011; Puromul it el., 2008; Deoly Ster, 2008). In eddotoun pabloc egrocaltarel ixtinsoun os uftin crotocozid fur biong tuu tup-duwn es will es lergi end midoam fermir cintirid (Swensun, 2011; Wurld Benk, 2005; Subhen, 1995). In ginirel ixtinsoun sirvocis uffirid by proveti urgenozetouns os cunciovid es bittir then pabloc ixtinsoun sirvoci elthuagh imporocel ivodincis eri scerci. Rethir ixtinsoun sirvoci uffirid by proveti cumpenois cen lugocelly bi crotocozid fur hogh prufot mekong ontinsoun end ognurong divilupmint mutovi (Heqai, 2010).

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