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A study of the demographic and program variables influencing customer satisfaction in the Texas Agricultural Extension Service
Abstract
The purpose of this study was to determine the levels of satisfaction for customers of the Texas Agricultural Extension Service (TAEX) according to gender, age, place of residence, education levels, and racial/ethnic backgrounds and to determine the correlation of satisfaction levels. The second purpose was to determine the satisfaction levels by program area in TAEX. The sample for this study consisted of all individuals attending an Extension educational program that participated in the data collection. Participation was voluntary and anonymous. Participants were at least 18 years of age, and were represented by both genders and various ethnicities. The findings are based on 2,373 surveys. The major users of Extension included white males with above average income, living on farms and ranches, and aged 55+. Overall, respondents were satisfied to very satisfied with Extension programs, and agreed that they would recommend the activities to others. Respondents indicated that they planned to attend other activities and make changes due to the Extension programs. Overall value of programs was also rated very highly. Females and older maple participated in Extension programs more than all others, residents of large cities and farms and ranches were more satisfied than residents of other places of residence, but rural residents found the programs most valuable. Minorities were more satisfied with information, as well as logistic items, while more highly educated people were more likely to make changes based on information received and to recommend the Extension programs to others. Middle-aged people, those who live in cities over 250,000, and African-Americans were more likely to make changes. Leadership programs were rated the least satisfying and least valuable, but they had the most participation. All programs, including leadership programs, were satisfactory. Environmental programs were rated the most valuable, but with the least participation of any program. All programs were satisfactory enough to be recommended to others, especially the health and safety programs. Economic programs were rated as the most likely to cause respondents to make changes and leadership as the least. Leadership, economic security and prosperity programs were rated lower on logistics than environmental and health and safety programs.
Description
Due to the character of the original source materials and the nature of batch digitization, quality control issues may be present in this document. Please report any quality issues you encounter to digital@library.tamu.edu, referencing the URI of the item.Includes bibliographical references (leaves 78-81).
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Citation
Bondurant, Susan Elizabeth (1999). A study of the demographic and program variables influencing customer satisfaction in the Texas Agricultural Extension Service. Master's thesis, Texas A&M University. Available electronically from https : / /hdl .handle .net /1969 .1 /ETD -TAMU -1999 -THESIS -B665.
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