Impact of Customer Service Management on the Survival of Micro, Small and Medium Scale Enterprise (MSMEs) in Asaba, Delta State, Nigeria
Year: 2024
Type: article
Abstract: Currently, many micro, small and medium-scale enterprises suffers from a crumbling infrastructure that acts as a significant drag on operational efficiency and, consequently, customer service delivery, hence, the study examined the impact of customer service management on the survival of micro, small, and medium scale enterprises (MSME) in Asaba, Delta State, Nigeria. The study adopted Descriptive Survey Research Design. Data were collected using structured questionnaire. Hypotheses were tested using Correlation Analysis and OLS Regression with the aid of Statistical Packages for Social Sciences (version 25). Findings revealed that there is a revealed significant impact of customer service management on the survival of micro, small, and medium scale enterprises (MSME) in Asaba, Delta State, Nigeria. The findings concluded that the research offers a foundation for future studies and interventions aimed at optimizing business performance and underscores the critical importance of customer-related factors in the success of MSMEs. The study recommended that MSMEs should invest in comprehensive customer satisfaction programs, also, streamline their customer support systems to ensure that issues are resolved quickly and effectively during the first contact, lastly, develop robust retention strategies.
Authors: Tochukwu Ifeanyi, Offor Onwuka, Elo Emaviwe
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4404164002