- Adedotun Adewale Kayode 1* & TAIWO, Anthony Adebayo (Ph.D) 2
- 1, 2 Department of Marketing, Rufus Giwa Polytechnic, Owo Ondo State, Nigeria.
- DOI: 10.5281/zenodo.17106572
This study primarily investigated the impact of
service delivery on customer satisfaction among Small and Medium Enterprises
(SMEs) within the Owo Local Government Area of Ondo State, Nigeria. It aimed to
assess both the quality of service delivery and the level of customer satisfaction
among SMEs in the region. A cross-sectional survey design was employed, and a
sample size of 384 participants was determined using Cochrane’s formula.
Participants were selected through purposive sampling. Data were gathered using
structured questionnaires and analyzed using both descriptive and inferential
statistical methods. The study tested its hypothesis at a 0.05 level of
significance using the chi-square (χ²) statistical technique. Results revealed
a moderate level of customer service delivery (mean = 2.73). Furthermore, the
chi-square test (χ² = 67.2, p < 0.05) confirmed a significant relationship
between service delivery and customer satisfaction. The study concluded that
effective service delivery has a positive influence on customer satisfaction
among SMEs in Owo Local Government Area.
