CantasR A Green Technology for Oil Palm Harvesting and Customer Satisfaction towards Services Quality of CantasR Suppliers in Malaysia

  • Abstract
  • Keywords
  • References
  • PDF
  • Abstract

    Determining the relationship between customer satisfaction and services quality of CantasR suppliers was the major purpose of this study. The study employs empirical and descriptive design, with quantitative approach and purposive sampling using self-administrated questionnaires, were obtained from 30 smallholder respondents who is currently using CantasR from different supplier at the East Coast Region (Pahang state area), Peninsular Malaysia.  The study reveals that there was a convincing relationship between customer satisfaction and services quality of CantasR suppliers.  Therefore, it can be deduced that the service quality factors variable explains 73.20% of the variance that reflects the customer satisfaction on CantasR suppliers.  The overall finding shows that the service quality as tangibility, reliability, responsiveness, assurance and empathy did play a significant role in determining the customer satisfaction on CantasR suppliers.



  • Keywords

    CantasR suppliers; Customer satisfaction; service quality

  • References

      [1] Malaysia Oil Palm Planted Area. Economic Indicators CEIC. (2018). Retrieved September 24, 2018, from

      [2] Zainon M. S. (2009a). Learner Motivation, Training-related Factors, Work Environment and Learning as Determinants of Transfer of Learning to the Workplace. Unpublished Ph.D. Thesis, Universiti Putra Malaysia. 91234567890 Mechanical Engineering, Science and Technology International Conference IOP Publishing IOP Conf. Series: Materials Science and Engineering 203 (2017) 012027 doi:10.1088/1757-899X/203/1/012027.

      [3] NKEA (2011).National Key Economic Area, Ministry of Plantation Industries & Commodities, Malaysia 2011.

      [4] Teppot, J., June 30, 2010, MPOB lancar versi ketiga Cantas, Berita Harian.

      [5] Jelani, A. R., Hitam, A., Jamak, J., Noor, M., Gono, Y., & Ariffin, O. (2008). Cantas TM–A tool for the efficient harvesting of oil palm fresh fruit bunches. Journal of Oil Palm Research, 20, 548-558.


      [7] Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services marketing, 10(6), 62-81.

      [8] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.

      [9] Ladhari, R. (2008). Alternative measures of service quality: a review. Managing Service Quality: An International Journal, 18(1), 65-86.

      [10] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.

      [11] Magi, A., & Julander, C. (1996). Perceived service quality and customer satisfaction in a store performance framework. An empirical study of Swedish grocery retailers. Journal of Retailing and consumer services, 1(3), 33-41.

      [12] Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40-57.

      [13] Kotler, P. (2000). Marketing Management. 10th ed., New Jersey, Prentice-Hall.

      [14] Hokanson, S., January 2, 1995, The Deeper You Analyse, The More You Satisfy Customers, Marketing News, p.16.

      [15] La Barbera, P. A & Mazursky, D., 1983, A Longitudinal Assesment of Consumer Satisfaction, Disatisfaction: the Dynamic Aspect of Cognitive Process, Journal of Marketing Research, Vol. 20, November, pp.393-404

      [16] Hoyer, W. D. & MacInnis, D. J., 2001, Consumer Behaviour. 2nd ed., Boston,Houghton Houghton Mifflin Company.

      [17] Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications policy, 25(4), 249-269.

      [18] Lunsford, B. R., & Lunsford, T. R. (1995). Research Forum - the research sample part II: Sample size. JPO, 7(4), 137-141.

      [19] Azahar, M. A. H. (2017). Adoption and acceptance of harvesting technology for smallholder in Felda Tun Ghaffar, Jasin, Melaka.




Article ID: 24663
DOI: 10.14419/ijet.v8i1.1.24663

Copyright © 2012-2015 Science Publishing Corporation Inc. All rights reserved.