The Influence of Type of Contact with Extension on Client Satisfaction

Authors

Sebastian Galindo-Gonzalez, University of FloridaFollow
Glenn D. Israel, University of FloridaFollow

Volume

48

Issue

1

DOI

10.34068/joe.48.01.05

Abstract

This article analyzes the variability in quality and outcomes of clients' experience with the CES in Florida. Its purpose is to explore this variability, within a Total Quality Management framework, across different types of contact, namely telephone calls, office visits, and planned programs. Customer satisfaction data collected from 2003 to 2007 was used for the analysis. Type of contact had a statistically significant effect on both the quality perceived by the clients and the outcomes from their experiences. Recommendations are made to improve the relevance and timely delivery of the information provided by Extension through different types of contact.

Creative Commons License

This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 4.0 License.

Recommended Citation

Galindo-Gonzalez, S., & Israel, G. D. (2010). The Influence of Type of Contact with Extension on Client Satisfaction. The Journal of Extension, 48(1), Article 5. https://doi.org/10.34068/joe.48.01.05