IIARD International Institute of Academic Research and Development

WORLD JOURNAL OF FINANCE AND INVESTMENT RESEARCH (WJFIR )

E-ISSN 2550-7125
P-ISSN 2682-5902
VOL. 6 NO. 1 2022
DOI: https://doi.org/10.56201/wjfir.v6.no1.2022.pg102.136

---

Customer Care Considerations and Business Performance of Small and Medium Scale Enterprises in Rivers State

Enyinda, Ifeoma E.

---

Abstract

This study examined the relationship between customer care considerations and business performance of small and medium scale enterprises in Rivers State. The study adopted the descriptive survey research design where data were collected from managers and marketers of ten (10) small and medium scale enterprises in the manufacturing sector. A sample of 233 respondents was used for the study. The sample size was determined using the Taro Yamane’s formula. A structured questionnaire was used to elicit data from the respondents. The data collected were analyzed using percentage and frequency analysis, mean and standard deviation, while the hypotheses were tested using Spearman Rank Order Correlation Coefficient (rho). The SPSS 22.0 version was used to correlate the data on the study variables. The findings revealed that there is significant relationship between customer enquiry consideration and customer satisfaction. The study also found a significant relationship between customer enquiry consideration and customer patronage of SMEs. A significant relationship was found between customer enquiry consideration and customer retention by SMEs. The study also reported a significant relationship between customer support consideration and customer satisfaction. The study equally discovered a significant relationship between customer support consideration and customer patronage of SMEs. A significant relationship was found between customer support consideration and customer retention by SMEs. The study also found a significant relationship between customer complaint consideration and customer satisfaction. A significant relationship was found between customer complaint consideration and customer patronage of SMEs. The study also reported a significant relationship between customer complaint consideration and customer retention by SMEs. Finally it was revealed that organizational size significantly moderates the relationship between customer care considerati

keywords:

Customer Care Considerations, Business Performance, Small and Medium Scale Enterprises, Rivers State

---

References:

Amato, L. J. & Amato, C. H. (2004). Firm size, strategic advantage, and profit rates in US
retailing. Journal of Retailing and Consumer Services, 11(3), 181–193.

Anlesinya, A., Bukari, Z. & Eshun, P. (2015). The effect of employee development on
performance of public sector organizations in Ghana. Evidence from Controller and
Accountant General?s Department, Accra. International Journal of Management and
Commerce Innovations, 2 (2), 288-290.

Antonova, K, (2014). Organizational competitiveness through strategic knowledge management.
Journal of University of Economics, 1, 76-86.


Bell, G. (2003). Is our customer service among the world?s worst? Succeed: South Africa?s
Journal of Entrepreneurship and Management, 23 (2) 153-164.

Bitner, M.J. (2002). Evaluating service encounters: The effects of physical surroundings and
employee responses. Journal of Marketing, 54(2), 69?82.

Borillo, J. (2014). Respond to customer inquiries efficiently and without delay. Retrieved
from:https://www.business2community.com/customer-experience/respond-customer-
inquiries-efficiently-without-delay-0907950.

Didia, J. U. D N. & Nwokah, G. (2015). Customer service integration and business performance
in the telecommunication industry in Nigeria. Journal of Marketing and Consumer
Research, 13, 99-108.

Ding, J., Lu, Q. & Ge, J. (2015). The effect of promotion benefit level on patronage intention in
limited-quantity promotion: A consumer perceived availability perspective. International
Journal of u- and e- Service, Science and Technology, 8(12), 349-358.

D'Ippolito, B. (2014). The importance of design for firms' competitiveness: A review of the
literature. Technovation. http://www.sciencedirect.com/

Doostdar, M., Rad, B.P. & Alizadeh, M. (2013). The impact of mobile phone brands on customer
satisfaction and loyalty. International Research Journal of Applied and Basic Sciences, 5
(8), 957-961.

Engetou, E. (2017). The impact of training and development on organizational performance:
Case study of National Financial Credit Bank. Kumba. M.BA. Thesis, Centria University
of Applied Science.

Garga, E. & Bambale, A. (2016). The impact of service quality on customer patronage:
Mediating effects of switching cost and customer satisfaction. International Journal of
Global Business, 9(1), 39-58.

Genesyns (2016). Customer service strategies for the communications industry. Industry Strategy
Guide, North America Region.

Goddard, J., McMillan, D. & Wilson, J. O. S. (2006). Do firm sizes and profit rates converge?
Evidence on Gibrat?s law and the persistence of profits in the long run. Applied
Economics, 38 (3), 267–278.

Hendry, L. & B. Kingsman, B. (2001). A decision support system for job release in make-to-
order companies. International Journal of Operations and Production Management,.11
(6), .6-16.

Hendry, L. & Kingsman, B. (2004). Customer enquiry management: part of a hierarchical
system to control lead times in make-to-order companies. Journal of Operational
Research, 44, (1), 61-70.

Ismail, A.Y.H. (2013). Customer service and organizational growth of service enterprise in
Somalia. Educational Research International, 2 (2), 79-88

DOWNLOAD PDF

---

Back