CUSTOMER SERVICE AND ORGANIZATIONAL GROWTH OF SERVICE ENTERPRISE IN SOMALIA

ABSTRACT
This study addressed customer service and organizational growth of service
enterprises in Somalia. The study investigated the relationship between customer
service (reliability, responsiveness, empathy and tangibles) and organizational
growth of electronic computer enterprises in Mogadishu, Somalia. Primary data
were obtained from 80 respondents in Mogadishu using structured questionnaire.
The data obtained were analyzed using Pearson Product Moment Correlation in the
Statistical Package for the Social Sciences (SPSS 22). Consequently, the findings of
the study revealed that there is a significant positive relationship between customer
service (reliability, responsiveness, empathy and tangibles) and organizational
growth of electronic computer enterprises in Mogadishu, Somalia. This meant that
the higher the quality of customer services, the higher the level of organizational
growth. On this basis, the study concluded that customer service and organizational
growth of service enterprises in Somalia were significantly and positively correlated.
It was recommended that for service enterprises in Somalia to achieve sustainable
and impressive rates of growth in their chosen industry, they should ensure to
deliver high quality services to customers at every point of service encounter.
Keywords: Customer service, organizational growth, electronic enterprises