Please suggest different ways to assess the service quality of agriculture/ extension service providers ? with respect to different dimensions / attributes
This single criteria will do it very well:
Determine what percentage of the contractual payment (for the service) trickles down successfully to the service provider. More often expenditures for provision of service is on paper accounting rather than practice. Why? Much of the expenditure purported to have been paid to the service provider are in actual sense paid to Government Officers within the office system (Procurement department, Chief finance officer and accounting staff, county administrative staff who have to prepare and sign the necessary documentation to approve payment to the service provider etc) rendering the service provider only as conduit. You could include me if writing a book chapter on the topic. Thank you
You may like to conduct some in-depth interviews with some agriculture/ extension service providers and their customers to get an idea about the attributes/dimensions of service quality. Please refer to the following seminal article by Prof Parasuraman and his colleagues for more ideas:
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
You may develop an index/schedule with attributes namely effectiveness (timeliness, E --> F contacts, F --> E contacts, monitoring visits, extension programmes organised (demonstrations, knowledge tours, etc) & farmers participated, impact (Social , Economic), follow up...