KUALITAS LAYANAN PETUGAS PENYULUH LAPANGAN (PPL) TERHADAP KEPUASAN KONSUMEN (Studi Kasus Pada Petani Binaan PPL Bakorluh di Kelurahan Panorama dan Kelurahan Surabaya Kota Bengkulu)

The objective of this research is to know expectation and perceived of agriculture
agents service quality toward farmers‘ satisfaction at Panorama and Surabaya Sub-
district in Bengkulu City. This research represents of survey which representing
problem in the form of fact in this time from a certain phenomena‘s. The primary
data was taken by distribution of questionnaire. As supporter exploited obtained
secondary data in the form of data and information and report, reference and also
document related to accurate problems. The respondents in this research are
constructed the farmers of agriculture agents in Panorama and Surabaya Sub-district
equal to 100 peoples. The samples in this research are selected by using the simple
random sampling method. The data analysis was used descriptive analysis and
SERVQUAL analysis. The results show that: 1) the farmers have satisfied with
service quality of agriculture agent from tangible dimension, 2) the farmers have
satisfied with service quality of agriculture agent from reliability dimension, 3) the
farmers have satisfied with service quality of agriculture agent from responsiveness
dimension, 4) the farmers have satisfied with service quality of agriculture agent
from assurance dimension, and 5) the farmers have satisfied with service quality of
agriculture agent from empathy dimension.