Implication of Service Quality Management on Organizational Performance in Small and Medium Scale Enterprises in Enugu State

• Post by: airjournals
• May 31, 2022
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ABSTRACT

The study evaluated the implication of service quality management on organizational performance in small and medium scale enterprises in Enugu State. Service quality was observed through three core dimensions such as; product gap improvement, process gap improvement, and customer focus, while organizational performance was measured from the angle of consumer satisfaction. The study employed primary data as gotten through structured questionnaires. Spearman Rank Order Correlation Coefficient was used to analyze the data. The results revealed that; service quality management might be lowly adopted in the various small and medium scale enterprise but has a positive and significant relationship with organizational performance. The study concluded that the service quality of these enterprises determines the level of their performance. Considering this finding, the study recommends that; organizations should develop an environment that includes orientation, fostering of technical support among co-workers, and also, for the effective implementation of service quality management.

Keywords: Organizational Performance; Small and Medium Scale Enterprises, Enugu State

Authorship

¹Okechukwu, Elizabeth Uzoamaka, ²Nnenna Okey-Okoji, ³Okobi, David Chike, ⁴Ohagim Ifunanya Promise and ⁵Okereke, Ezinne Blessing | FULL PDF