Members' perception for service quality in agricultural cooperatives: A case of dairy cooperatives in Izmir province

Agricultural Development Cooperatives are independent bodies established with government encouragements for needs of farmers. Agricultural Development Cooperatives are multi-purpose cooperatives and they have an impact on farmers income directly. The role of cooperatives relations with members is very important for cooperatives' success and performance. Therefore, cooperatives service quality should be determined. The main purpose of this study to examine member satisfaction in agricultural cooperatives. Also the other purpose of this study to examine the cooperatives service quality dimensions, to expected and percieved service quality effect for member satisfaction and to members' organizational commitment in cooperatives. The scope of research constituted from the members of dairy cooperatives which collect the raw material and process the raw material. In this study, SERVQUAL model was used to measure the service quality of members. According to the SERVQUAL method, the difference between the percieved and the expected service was calculated. So that the level of satisfaction of the members from the cooperatives has been revealed. The organizational commitment of members was assessed using the Organizational Commitment Scale (OCQ). According to the research findings; the service quality of cooperatives which process the raw material is better than the service quality of cooperatives which collect the the raw material. According to the service quality dimensions, the lowest average of service quality dimension for the members of cooperatives which process the raw material was "Empathy" dimension. This situation is showed that cooperative management wasn't interested with the members. Also, this situation is showed that communication between the cooperative management and the members wasn't sufficient. The lowest average of service quality dimension for the members of cooperatives which collect the raw material was "Tangibles" dimension. This situation is showed that cooperatives which collect the raw material haven't got enough buildings, machinery, technologies etc.. Many cooperatives haven't got an executive office. The organizational commitment levels of the cooperatives which collect the row material was found greater than the cooperatives which process the row material. According to the organizational commitment dimensions, affective commitment level of the members of cooperatives which collect the raw material was found to be highest, whereas continuance commitment level of the members of cooperatives which process the raw material was found to be highest.