ENTREPRENEURIAL INTEGRITY AND CUSTOMERS SATISFACTION OF SMES IN PORT HARCOURT, NIGERIA

Abstract

This study examined the relationship between Entrepreneurial Integrity and Customers Satisfaction of SMEs in Port Harcourt, Nigeria. The cross-sectional survey design was utilized and a total population of 1200 SMEs owners in Port Harcourt was covered. A sample size of 291 SME owners was drawn as the sample size of the study. Data were collected using copies of well-structured questionnaire and the simple random sampling technique was utilized in the study. The data was analyzed using the Spearman’s Rank Order Correlation and Partial Correlation. The result of the analysis revealed that the dimensions of Entrepreneurial Integrity (honesty and trustworthiness) have a significant positive relationship with affective satisfaction and cognitive satisfaction. It was concluded that with improved entrepreneurial integrity in terms of honesty and trustworthiness there will be an improvement of Customers Satisfaction of SMEs in Port Harcourt. The study recommended amongst others that, to increase customer’s satisfaction, it is necessary to provide training to improve entrepreneur integrity