The Nexus Between Utility Service Quality and Organizational Performance of Small Business Enterprises : A Conceptual Approach

The main thrust of the paper is to examine the nexus between Utility Service Quality (USQ) and organizational performance of SBEs. The study is conceptual in nature, and thus preceded by a thorough review of literatures on service quality and organizational performance. In the end, the study hypothesized that perceived electricity service could exert significant influence on the organizational performance of SBEs. It also hypothesized that water service quality could exert significant influence on the organizational performance of SBEs. The study, therefore, recommends that future researchers should shift their research focus to the issues of service quality and organizational performance in the industrial market so as to enable then test the conceptualized hypotheses and make meaningful contribution to the existing knowledge