We examine the perception of female-owned micro-enterprises in the fishing industry as regards the quality of services of susu collectors. We also investigate the quality dimensions of susu services. We hypothesize that susu service quality influences overall customer satisfaction, customer loyalty and customer networking. We add that overall customer satisfaction leads to customer loyalty. Based on a sample of 1203 female-owned micro-enterprises in the fishing industry, our findings support these arguments. Also, the most important susu service quality dimensions are tangibility and empathy. This study contributes to the service quality literature as though the five susu quality dimensions obtained confirm the original dimensions of SERVQUAL/SERVPERF models, the debate on the number of dimensions is still inconclusive as this study is done in the informal banking industry. Also, how these five susu dimensions relate to overall customer satisfaction, customer loyalty and customer networking as well as how overall satisfaction influences loyalty of female micro-enterprises in the fishing industry. We draw conclusion and discuss implications for managers.

We examine the perception of female-owned micro-enterprises in the fishing industry as regards the quality of services of susu collectors. We also investigate the quality dimensions of susu services. We hypothesize that susu service quality influences overall customer satisfaction, customer loyal...