Impact of Customer Service Management on the Survival of Micro, Small and Medium Scale Enterprise (MSMEs) in Asaba, Delta State, Nigeria

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.