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Conduct of Client Satisfaction Survey (CSS) for the Department of Agriculture
|Description of Project||
The general objective the client satisfaction survey is to obtain feedback from clientele on DA’s provision of good and services. The client satisfaction survey:Read More
In the conduct of the client satisfaction survey, SDS utilized the SERVQUAL model framework to determine clients’ expectations and experiences; and identified the gaps between the two. Results of which provided recommendations on areas of services that could be improved in the future.
SERVQUAL or RATER is a quality management framework developed in the mid-1980s by Zeithaml, Parasuraman & Berry to measure quality in the service sector. The model is a multi-item scale that breaks down the notion of service quality into five dimensions which were derived from five years of qualitative and quantitative customer service quality research: Reliability, Assurance, Tangibles, Empathy; and Responsiveness (RATER) (Parasuraman, Berry and Zeitham, 1988 and 1990). These five basic criteria are used by clients, consciously or subconsciously to assess satisfaction of a service.
SDS carried out the following in the conduct of the CSS:
|Client||Department of Agriculture|
|Location||Nationwide, All regions|
|Period Covered||March 2015 - July 2015|
|No. of Staff Months||114.00 person-months|
|No. of Staff Months