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Impact of customer satisfaction on business performance of SME’s in Nigeria

Author

Listed:
  • Ahmed Abubakar Zakari

    (Department of Social Sciences MSC Management, Nile University of Nigeria, Plot 681, Research & Institution Area Abuja, Nigeria)

  • Umar Abbas Ibrahim

    (Head of Department, Department of Business Administration, Nile University of Nigeria, Plot 681, Research and Institution Area Abuja, Nigeria)

Abstract

The article examines the Impact of Customer Satisfaction on the Business Performance of SMEs in Nigeria. The relationship between customer satisfaction and business performance is an important relationship for the development and growth of any nation's economy. The survey design method was applying for the study with its population being drawn from customers and staff in the organization with its outcomes results showing a greater significant relationship between customer satisfaction and business performance but recommended that financial supports to SMEs' will increase customer satisfaction. The survey research design was used as the data used in this research were collected from primary sources i.e. both primary and secondary sources. The primary data were gathered through the use of a structured questionnaire and about one hundred (100) questionnaires were administered to select registered SMEs for responses within. This study concludes that customer satisfaction in business is positively affected by business performance. As profitability is the ability of an organization to earn a return on the resources invested which remains the main key to measure the overall position and performance of the business enterprise. Key Words:Customer Satisfaction; Business Performance and SMEs

Suggested Citation

  • Ahmed Abubakar Zakari & Umar Abbas Ibrahim, 2021. "Impact of customer satisfaction on business performance of SME’s in Nigeria," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(5), pages 46-51, July.
    • Handle: RePEc:rbs:ijbrss:v:10:y:2021:i:5:p:46-51
    DOI: 10.20525/ijrbs.v10i5.1291
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    References listed on IDEAS

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    1. David M. Pooser & Mark J. Browne, 2018. "The Effects of Customer Satisfaction on Company Profitability: Evidence From the Property and Casualty Insurance Industry," Risk Management and Insurance Review, American Risk and Insurance Association, vol. 21(2), pages 289-308, September.
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