Effect Of Infrastructure On Operational Efficiency And Customer Satisfaction Of SMES In Trans-Border Trade In Selected LGAS Of Adamawa State

This study examined the effect of infrastructure on the operational efficiency and customer satisfaction of small and medium-sized enterprises (SMEs) engaged in trans-border trade in selected local government areas of Adamawa State, Nigeria. Specifically, the study assessed the effect of infrastructure on the operational efficiency of SMEs and evaluated its influence on customer satisfaction. A descriptive and explanatory survey research design was adopted. The study covered SMEs engaged in trans-border trade in Mubi North, Mubi South, Fufore, and Toungo Local Government Areas. Using Cochran’s sample size formula, a sample of 422 SMEs was selected. Data were collected through structured questionnaires administered to SME owners and managers. Out of the 422 questionnaires distributed, 399 valid responses were retained for analysis. The data were analysed using regression analysis with the aid of SPSS version 27. The findings revealed that infrastructure had a positive and statistically significant effect on the operational efficiency of SMEs, indicating that improved road networks, transportation facilities, border infrastructure, and storage facilities enhance business operations and resource utilisation. Similarly, infrastructure had a positive and statistically significant effect on customer satisfaction, suggesting that adequate infrastructure facilitates timely product delivery, improves product availability, and enhances service delivery. The study concluded that infrastructure is an important factor in improving operational efficiency and customer satisfaction among SMEs engaged in trans-border trade in Adamawa State. It recommended that federal, state, and local governments invest in the development and rehabilitation of road networks, transportation systems, border facilities, and storage infrastructure to reduce operational delays, improve service delivery, and strengthen SME competitiveness.