It is the intention of this study to ascertain if SERVQUAL model can serve as an instrument for measuring performance of small and medium scale enterprises in Nigeria. The study adopted the Kano model as the theoretical framework. Empirical works on service quality and customer satisfaction were reviewed. Survey research design was adopted and conducted with the use of structured questionnaire designed in a 5 point likert scale format ranging from strongly agree, agree, strongly disagree, disagree and undecided. Twelve (12) small and medium scale enterprises operating in six geo-political zones of Nigeria were judgmentally selected, from where a sample of 60 was drawn using Taro Yamane formula. The questionnaire was validated and its reliability established. Data presentation and analysis was carried out using tables and simple percentages. Chi-square statistic; a nonparametric technique was employed in the test of the three hypotheses formulated to guide the study. This led to rejection of the three null hypotheses indicating that: Service quality dimensions has relationship with performance of small and medium scale enterprises; tangibility, reliability, responsiveness, assurance and empathy services can be used to measure performance of small and medium scale enterprises. This justifies that SERVQUAL dimensions; tangibility, reliability, responsiveness, assurance and empathy are indicators of customer satisfaction, implying that they can be employed as performance evaluation tools for small and medium scale enterprises. It is recommended that small and medium scale enterprises should direct their operations in line with SERVQUAL dimensions, if they want to achieve customer satisfaction and business performance.

In this study corporate identity, communication and feedback were put into focus as corporate image indicators. The main research objective was to ascertain whether there is relationship between the above indicators and corporate image designing. Two service organizations based in Port Harcourt were purposively selected to form the study area. 40 employees were chosen from each of the two organizations using the systematic random sampling technique, giving a total sample size of 80. 3-point Likert-type scale was used in constructing the measuring instrument. The research questions were addressed using data collected from respondents. Data was presented using frequency distribution table and histogram. Qualitative statistical analysis was employed by means of simple percentages. Result shows that significant relationship exists between the three measured dimensions and corporate image designing. The implication is that corporate identity, corporate communication and feedback are veritable instruments for corporate image configuration. This means that gaps strongly linked to identity, communication and feedback have a significant effect on the image of organizations. It is recommended that managers should create and communicate positive image of their organization to their publics. They should all the same; discern feedback responses from their publics as reinforcement. This way, organizations at all times, will provide unique value proposition, earn the trust, and support of their publics.