Entrepreneurs’ Characteristics and Service Quality of Micro, Small and Medium Scale Enterprises in Nigeria

Abstract

Service quality is essential for turnover and profitability of SMEs. The characteristics that improve service quality of SMEs are education, experience and interest in business of entrepreneurs operating SMEs. The objectives of the study were to identify whether education, experience and interest in business of entrepreneurs affect the service quality of SMEs in Nigeria. The study was conducted in Zaria metropolis of Kaduna state. Random samples of 100 entrepreneurs that are involved in services oriented SMEs were selected and distributed questionnaire. Eighty two (82) completed and returned questionnaires were presented in tables of descriptive statistic and analyzed with the aid of chi-square statistical tool. The results indicate that education and experience of entrepreneurs significantly affect service quality of SMEs. But, interest of entrepreneurs in business significantly does not affect service quality of SMEs in Nigeria. The paper recommends that entrepreneurs should be formally educated and acquired minimum of OND/NCE qualification before engaging in any form of business. This is because entrepreneurs’ educational qualification affects service quality of SMEs. Secondly, they should acquire experience in any entrepreneurship skills they are involved. The reason is that entrepreneurs’ experience affects service quality of SMEs. Thirdly, in spite entrepreneurs’ interest in business does not affect service quality of SMEs; there is a need to develop interest in entrepreneurship skills because it initiates changes in the activities of SMEs in Nigeria.