CUSTOMER SERVICE MANAGEMENT PRACTICES AND BUSINESS EXPANSION OF SMALL AND MEDIUM-SIZED ENTERPRISES IN UGHELLI, DELTA STATE, NIGERIA

Abstract

This study examined whether customer service management (CSM) practices significantly influence the expansion of small and medium-sized enterprises (SMEs) in Ughelli, Delta State, Nigeria. Applying a descriptive survey research design with a sample of 200 SME owners and managers selected via simple random sampling, data were obtained through a structured, validated questionnaire and subjected to Pearson Product-Moment Correlation analysis. The study tested the null hypothesis that customer service management practices do not significantly influence SME expansion. Descriptive analysis revealed strong agreement among respondents that CSM practices drive multiple dimensions of business expansion, including customer satisfaction (Mean = 3.47), brand reputation (Mean = 3.44), customer loyalty (Mean = 3.44), repeat purchases (Mean = 3.42), and revenue growth (Mean = 3.40), with a high cluster mean of 3.35. The inferential analysis yielded r = 0.768 (p = 0.000), establishing a strong positive and statistically significant relationship between CSM practices and SME expansion, thereby rejecting the null hypothesis. The study concludes that systematic customer service management is a strategic imperative for SME expansion in Ughelli and recommends institutional support mechanisms to bridge the implementation gap.