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

Ahmed Abubakar Zakari; Umar Abbas Ibrahim

doi:10.20525/ijrbs.v10i5.1291

Authors

Ahmed Abubakar Zakari Nile University of Nigeria https://orcid.org/0000-0002-0209-6523
Umar Abbas Ibrahim

DOI:

https://doi.org/10.20525/ijrbs.v10i5.1291

Keywords:

Customer Satisfaction; Business Performance and SMEs

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.

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