Reward Systems and Customer Service Delivery among Small and Medium Enterprises in Lagos State, Nigeria

2020 ◽  
pp. 241-256
Author(s):  
Dumebi Anthony Ideh
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Small And Medium Enterprises ◽  
Reward Systems ◽  
Lagos State ◽  
Medium Enterprises

Internal Customer Satisfaction in Micro Small and Medium Enterprises (MSME): An Empirical Study

2016 ◽  
Vol 2 (2) ◽  
Author(s):  
Dr Alok Kumar Rai ◽  
Ms Vandana Pareek ◽  
Mr. Manish Yadav
Keyword(s):  
Human Capital ◽  
Customer Satisfaction ◽  
Empirical Study ◽  
Work Environment ◽  
Customer Service ◽  
Employee Satisfaction ◽  
Small And Medium Enterprises ◽  
Internal Customer ◽  
Medium Enterprises ◽  
Number Of Authors

There is hardly any organization today that would disagree with the notion that people are the indispensable asset of any organization, which endows it with significant competitive advantage. Internal Customer Satisfaction is an assessment of how contended the worker is with his job or work environment. Happy and satisfied workers are likely to produce more, take less leaves, and stay loyal to the company. The importance of human capital in MSMEs has been posited by a number of authors (e.g. Wells et al., 2003; Neace, 1999) and has been linked to important outcome variables including quality, customer service, and productivity (Penning; Edelman et al., 2002). This paper explores the various facets of employee satisfaction in MSME's of Varanasi.

scholarly journals Customer expectations and service delivery: Are SME’s aware of the service quality standards gap?

2015 ◽  
Vol 12 (4) ◽  
pp. 175-184
Author(s):  
Johannes Arnoldus Wiid ◽  
Michael Colin Cant ◽  
Carly Prinsloo
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Competitive Advantage ◽  
Small Businesses ◽  
Quantitative Research ◽  
Small And Medium Enterprises ◽  
Quality Standards ◽  
Customer Expectations ◽  
Medium Enterprises ◽  
Service Standards

Competition among small businesses are high, as small businesses compete for market share which larger business do not engage with. A definite competitive advantage that small and medium enterprises (SMEs) can rely on is service quality (Kasul & Motwani in Anuar & Yusuff 2011:328; Tseng & Wu 2014:77). SMEs do not necessarily understand service standards and how to ensure that the service standard is implemented. The research utilised a quantitative research design whereby the data was collected by means of a 5-point Likert scale survey known as the SERVQUAL model. The results indicate that there are discrepancies between dimensions those owners feel should be adhered to and the extent to which they perceive their businesses to adhere to these dimensions.

scholarly journals On Whether Entrepreneurial Self Efficacy Is A Predictor Of Entrepreneurial Success

2020 ◽  
Vol 8 (7) ◽  
pp. 158-170
Author(s):  
Oyedele M. Oyeku ◽  
Oduyoye Oluseyi ◽  
Funmilayo Ajoke Karimu ◽  
F. Akinfolarin Akindoju ◽  
Falilu Oladeji Agbetokun ◽  
...  
Keyword(s):  
Pilot Study ◽  
Self Efficacy ◽  
Small And Medium Enterprises ◽  
National Association ◽  
Predictor Variables ◽  
Small Scale ◽  
P Value ◽  
Entrepreneurial Success ◽  
Lagos State ◽  
Medium Enterprises

The objective of this study is to examine the effect of entrepreneurial self efficacy on entrepreneurial success. 9,450 small and medium enterprises (SMEs) who are registered members of the National Association of Small and Medium Enterprises (NASME), National Association of Small Scale Industrialists (NASSI) and Association of Small Business Owners in Nigeria (ASBON) in Lagos State is the sample population. Probability sampling technique, specifically, proportionate stratified random sampling method was used to select samples from the sampling frame. The formula developed by the National Education Association (1960) was used to determine the sample size of 381 was used for this study. Primary data on the dependent variable (Entrepreneurial success) and independent variable (Entrepreneurial orientation) was collected using questionnaire as research instrument. Entrepreneurial self efficacy measures are optimism and overconfidence while measures for entrepreneurial success are profitability, market share, net asset growth, sales growth and government policies. The questionnaire was pretested by a pilot study of 50 selected SMEs. Data obtained from the pilot study was analyzed and based on the result, the questionnaire was slightly modified giving an overall Cronbach’s Alpha value of 0.853. The statistics of the model summary of the correlation co-efficient reveal that: R = .232 showing that the combined influence of the two predictor variables had a moderate positive relationship with entrepreneurial success. The coefficient of determination R square is .054 or 5.4%. This suggests that the combined influence of the predictor variables (optimism and overconfidence) explains 5.4% of the variations in entrepreneurial success of SMEs. The value of F (2,207) = 5.866, p <.05, shows that the combined effect of optimism and overconfidence was statistically significant in explaining changes in entrepreneurial success of SMEs in Lagos State. This is established by a p value of 0.003 which is less than the acceptance critical value of 0.05. The findings of the study reveal that entrepreneurs’ optimism had the highest influence on entrepreneurial success because the p value was 0.040 and then entrepreneurs’ overconfidence with 0.201. These findings may be of help to the owner/managers of SMEs to be more entrepreneurial optimistic in order for them to survive the intensely competitive market environment.

scholarly journals What Drives Senegalese SMEs to Adopt Renewable Energy Technologies? Applying an Extended UTAUT2 Model to a Developing Economy

2021 ◽  
Vol 13 (16) ◽  
pp. 9332
Author(s):  
Dorothee Apfel ◽  
Carsten Herbes
Keyword(s):  
Renewable Energy ◽  
Customer Service ◽  
Developing Economies ◽  
Small And Medium Enterprises ◽  
Qualitative Content Analysis ◽  
Qualitative Interviews ◽  
Government Support ◽  
Adoption Process ◽  
Use Of Technology ◽  
Medium Enterprises

Renewable energy technology (RET) can help small and medium enterprises (SMEs) in developing economies to both meet the need for a stable energy supply and contribute to the fight against climate change. In Senegal, SMEs have the opportunity through RET to become electricity prosumers. Whether it works as such in Senegalese SMEs is one of the questions we were able to address through qualitative interviews with 23 SMEs and 13 experts. Using qualitative content analysis, we examined what factors promote the adoption of RET by these SMEs. We also examined how well the established Unified Theory of Acceptance and Use of Technology model (UTAUT2) can serve as a guiding framework for this type of investigation. We find that effort expectancy is generally underestimated. Performance expectancy, when high, may influence the adoption process positively, while social influence does not seem to play a role. Both SMEs and experts point to customer service and government support for SMEs adopting RET as important facilitating conditions. The cost of RET is another factor influencing the adoption of these technologies. However, we regard the UTAUT2 as only partially helpful for the Senegalese context, due to the informal sector economy in Senegal. This leads us to add the factors knowledge, communication channels and entrepreneurial orientation. Moreover, we question the unequivocally positive notion of prosumerism for African contexts, as the idea draws its motivating power from a Western mindset.

scholarly journals Survival Strategies and Sustainability of Small and Medium Enterprises in the Oshodi-Isolo Local Government Area of Lagos State

2016 ◽  
Vol 4 (1) ◽  
pp. 103-118 ◽  
Author(s):  
Nkiruka Ifekwem ◽  
Ogundeinde Adedamola
Keyword(s):  
Local Government ◽  
Small Businesses ◽  
Management Practices ◽  
Small And Medium Enterprises ◽  
Political Stability ◽  
Local Government Area ◽  
Survival Strategies ◽  
Growth Strategies ◽  
Lagos State ◽  
Medium Enterprises

Abstract Small and medium enterprises (SMEs) play an essential role in the sustainable development of countries. They help in employment generation, industrial production increase, and export, social enrichment as well as political stability. This study investigates the survival strategies and sustainability of SMEs using selected small businesses in the Oshodi-Isolo Local Government Area, Lagos State. It examines the type of growth strategies that SMEs adopt, ascertains what influences their survival strategies as well as the challenges that hinder their growth. Fifty (50) SMEs were randomly sampled. Their owners and managers were interviewed using questionnaires. Data collected were analysed using descriptive statistics and Pearson product–moment correlation coefficient statistics. Our findings reveal that there is a statistically significant relationship between survival strategies and SMEs’ sustainability. The major implication of the findings is that maintaining small but committed and motivated employees is critical in guaranteeing the survival of the SMEs in a volatile economy. The study recommends that there be a need for orientation and educational programmes to change the mindset of business owners to enable them to graduate from sole atomistic proprietor devoid of modern scientific business practice and effective succession to corporate status with an apparatus of modern business management practices and corporate vision. Finally, the study further suggests some imperatives for policy makers concerned with promoting small businesses’ growth and sustainability in the Oshodi-Isolo Local Government Area of Lagos State.

scholarly journals EFFECT OF ETHICAL CODES ON CUSTOMER SERVICE DELIVERY OF SELECTED QUOTED DEPOSIT MONEY BANKS IN LAGOS STATE, NIGERIA

2021 ◽  
Vol 9 (04) ◽  
pp. 372-377
Author(s):  
Asikhia O.U. ◽  
◽  
Awojobi O.D. ◽  
Akinlabi H.B. ◽  
Makinde G.O. ◽  
...  
Keyword(s):  
Service Delivery ◽  
Customer Service ◽  
Code Of Ethics ◽  
Sampling Technique ◽  
Study Data ◽  
Ethical Code ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Validated Questionnaire ◽  
Lagos State

This study examined the effect of ethicalcodes on customer service delivery of selected quoted deposit money banks in Lagos state, Nigeria. Cross-sectional survey research design was adopted in the study. The population was 38,003 staff and 17,780 corporate customers of eight selected deposit money banks in Lagos State, Nigeria. A sample size of 494 for banks staff and 494 customers were determined using Cochrans formula. Stratified proportionate sampling technique was adopted in the study. Data were collected using a structured and validated questionnaire. Cronbachs Alpha coefficients for ethical code was 0.759 and for customer service delivery 0.762. The response rate for bank staff and corporate customer were 88% and 89% respectively. Data collected were analyzed using descriptive and inferential (linear regression) statistics. The finding revealed that ethical code had no significant effect on customer service delivery of selected quoted deposit money banks in Lagos state, Nigeria (β = 0.031, t = 0.462, p>0.05). It was recommended that Chartered Institute ofBankers of Nigeria should re-awake and promote Professional Code of Ethics in the Nigerian Banking Industry.

The Impact of Microfinance Institution on Development of Small and Medium Enterprises: A Case Study of Lagos State

2016 ◽  
Vol 3 (9) ◽  
pp. 81
Author(s):  
Hauwa Daniyan Bagudu ◽  
Shazida Jan Mohd Khan ◽  
Abdul Hakim Roslan
Keyword(s):  
Product Innovation ◽  
Small And Medium Enterprises ◽  
Descriptive Statistics ◽  
Lagos State ◽  
Microfinance Institution ◽  
Medium Enterprises ◽  
The Impact ◽  
Major Target ◽  
Structured Questionnaire

The major target of this study is to evaluate the effect of Microfinance Institution (MFIs) on the development of SMEs (Small and medium enterprises) in Lagos state Nigeria. Simple random techniques of sampling were employed in this study in selecting 70 SMEs which constituted the size of the sample of the research. To facilitate the obtaining of relevant data that was used for analysis in this study, structured questionnaire was designed. Descriptive statistics involving simple graphical charts and tables was strategically applied in presentation and analysis of data. The outcome of the findings indicates that large number of SMEs are benefiting from the loans granted by the MFIs, despite the fact that few of them have sufficient ability to secure the needed amount. Interestingly, most of the SMEs admit positive MFIs loans contribution towards advancing their market share, the economic competitive advantage of the company and achieving market excellence through product innovation.

East Java Msme E-Commerce Opportunities In The 4.0 Era Innovative Entrepreneurship Management Development

2020 ◽  
Vol 11 (1) ◽  
pp. 27-27
Author(s):  
Elya Kurniawati ◽  
Imamul Huda Al Siddiq ◽  
Idris
Keyword(s):  
Customer Service ◽  
Consumer Satisfaction ◽  
Small And Medium Enterprises ◽  
Pearson Correlation ◽  
Survey Method ◽  
Customer Expectations ◽  
Descriptive Research ◽  
Business Entities ◽  
Quantitative Descriptive ◽  
Medium Enterprises

E-commerce is an innovation employed by East Java Micro, Small, and Medium Enterprises. It is used to seize opportunities in developing innovative entrepreneurial management. Innovation is crucial for business entities' survival in the 4.0 era, including Micro, Small, and Medium Enterprises (MSMEs). Exploiting opportunities and innovations is the key to creating new products that ensure MSMEs survival. The purpose of this research was to determine the following perceptions: (1) e-commerce opportunities in influencing consumer satisfaction and trust, (2) e-commerce opportunities in providing the best customer service, (3) e-commerce opportunities in satisfying customer expectations, (4) e-commerce threats to MSMEs. This research is quantitative descriptive research. The research method used was a survey method utilizing questionnaires and interviews on East Java MSMEs. Data analysis used Pearson Correlation Product Moment analysis. The research results exhibited the following e-commerce opportunities: (1) influences satisfaction and trust in performing transactions, (2) provides the best service, (3) satisfying customer expectations, (4) not being a threat to MSMEs. Keywords: Era 4.0, Innovative Management, MSMEs, E-Commerce

scholarly journals AN EVALUATION OF VENDOR MANAGED INVENTORY PRACTICES FROM SMALL AND MEDIUM INDIAN ENTERPRISES

2013 ◽  
Vol 14 (Supplement_1) ◽  
pp. S76-S95 ◽  
Author(s):  
Lixin Shen ◽  
Kannan Govindan ◽  
Atul B. Borade ◽  
Ali Diabat ◽  
Devika Kannan
Keyword(s):  
Supply Chain ◽  
Customer Service ◽  
Empirical Investigation ◽  
Survey Methodology ◽  
Small And Medium Enterprises ◽  
Supply Chain Performance ◽  
Vendor Managed Inventory ◽  
Organizational Issues ◽  
Medium Enterprises ◽  
Share Information

Vendor managed inventory has proven to be an effective tool for improving the supply chain performance by decreasing inventory-related costs and increasing customer service. It is quite evident from the literature that vendor managed inventory (VMI) has been successfully implemented in small and medium enterprises (SMEs). However, studies related to the implementation of VMI in Indian SMEs are very limited. Therefore, this study presents an empirical investigation of VMI practices in Indian SMEs using survey methodology. The paper evaluates the benefits, barriers, and effects of adopting VMI in Indian SMEs, and also investigates the IT tools and software used for VMI adoption. Furthermore, this study explores the dissimilarities among various sectors of SMEs adopting VMI. Based on the proposed methodology, it is found that organizational issues and unwillingness to share information are the major barriers. In terms of benefits, the major influencing variables are improved efficiency and improved channel relations.

scholarly journals The Impact of Social Networks on Maximizing the Competitive Value of Micro, Small, and Medium Enterprises

2015 ◽  
Vol 1 (3) ◽  
pp. 64-70 ◽  
Author(s):  
Khaldoun Al-Mommani ◽  
Ahmed Al-Afifi ◽  
Mohammad Abdullah Mahfuz
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Customer Service ◽  
Small And Medium Enterprises ◽  
Customer Relationship ◽  
Theoretical Development ◽  
Advantages And Disadvantages ◽  
Marketing Costs ◽  
Medium Enterprises ◽  
The Impact

The purpose of this paper is to study the effect of social media and social networks on maximizing and increasing the competitive value of micro, small, and medium enterprises (MSMEs). We review social media, social networks, and marketing literature that demonstrate the importance of social media and social networks in maximizing MSMEs competitive value through exploring the company-customer relationship, and the advantages and disadvantages that social media utilization brings. The findings suggest that micro, small and medium sized enterprises can reap benefits from executing an effective social media marketing strategy. These benefits encompass reducing overall marketing costs, improved customer service through social media, and achieving a competitive advantage. On the other hand, social networks have drawbacks that may affect MSMEs performance and decrease market share, such as time consumption and lack of feedback control. Therefore, MSMEs need to rethink about customer relationship management through building a conceptual and operational framework that provides both structure and flexibility. The study makes a contribution to the theoretical development through focusing on a neglected area of MSMEs research as well as a contribution to the relevance of social media in improving the competitive value of MSMEs. competitive value

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