Impact of introducing a customer services component during secondary school education to improve small and medium-sized enterprises: a case study in Bangladesh
ISSN: 1746-5680
Article publication date: 4 November 2020
Issue publication date: 5 July 2022
Abstract
Purpose
Small and medium-sized enterprises (SME) make a significant contribution to alleviating poverty and generating employment, and achieve sustainable economic growth. Customer services represent core elements of a successful business enterprise. This study aims to examine the effect of education on customer satisfaction in the SME sector and what the future holds for developing countries.
Design/methodology/approach
Using Bangladesh as a case study, this analysis uses a multiple-linear regression approach to examine the effect of a customer care orientation on customer satisfaction and on an SME’s ability to survive. Using a “probit model,” this study investigates the effects on customers’ probability of receiving subsequent services.
Findings
Developing good customer services in secondary education will increase customers’ satisfaction and enable SMEs to survive and flourish in the long term. Having a policy that promotes this outcome increases the likelihood of receiving consistently good services for the foreseeable future.
Originality/value
Unlike previous studies, this study examines the role of customer relationships in secondary education and how they improve SME customers’ satisfaction and business survival. This study offers new insights to retain existing customers for a successful SME business model.
Keywords
Acknowledgements
Authors are grateful to Mr. Md. Mazharul Alam and Ms. Afruza Haque in the Department of Humanities and Social Sciences at Dhaka University of Engineering and Technology, Gazipur, Bangladesh. Authors sincerely thank them for their valuable time and cooperation in discussing many academic issues related to Business Studies. They are also grateful to the editor and anonymous referees for their valuable comments to make it publishable. The views expressed in this paper should not be interpreted as reflecting the views of any member of the state or government officials.
Citation
Forhad, M.A.R., Ahsan, M.R. and Alam, G.M. (2022), "Impact of introducing a customer services component during secondary school education to improve small and medium-sized enterprises: a case study in Bangladesh", Society and Business Review, Vol. 17 No. 3, pp. 337-353. https://doi.org/10.1108/SBR-07-2020-0097
Publisher
:Emerald Publishing Limited
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