Effect of Exchange of Information on the Quality of Service of SMEs in South east Nigeria

Abstract
The study evaluated the effect of Exchange of Information on the Quality of Service of SMEs in South East Nigeria. The specific objectives were to: Examine the effect of communication channels on the reliability of SMEs in South East Nigeria and evaluate the effect of feedback on the responsiveness of SMEs in South East Nigeria. The population of the study is three thousand four hundred and seventy-two (3472) staff of the organizations understudy. The study used the survey approach and stratified random sampling. The primary source was the administration of questionnaire. The adequate sample size of 346 was determined using Freund and William's statistic formula. Two hundred and seventy-four (274 staff returned the questionnaire and accurately filled. That gave 79 percent response rate. The validity of the instrument was tested using content analysis and the result was good. The reliability was tested using the Pearson correlation coefficient (r). It gave reliability co-efficient of 0.72, which was also good. Data was presented and analyzed by mean score (3.0 and above agreed while below 3.0 disagreed) and standard deviation using Sprint Likert Scale. The hypotheses were analyzed using Z – test statistics tool. The findings indicated that communication channel had positive effect on the reliability of SMEs in South East NigeriaZ (95, n = 274) = 7.280 < 9.032, p > 0.05. Feedback had positive effect on the responsiveness of SMEs in South East Nigeria Z (95, n = 274) = 6.071 < 7.642, p > 0.05. The study concluded that Communication channel and Feedback had positive effect on the reliability and responsiveness of SMEs in South East Nigeria. The study recommended among others that for proper administrative activity in the organization, communication channels should be effective to provide abilities of power and control to superiors as well as satisfaction and performance to subordinates.