Services Delivery and Customer Satisfaction Among Small and Medium Enterprises (Smes) in Ondo State, Nigeria

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.