THE EFFECT OF TOTAL QUALITY MANAGEMENT ON CUSTOMER SATISFACTION: A CASE STUDY OF NIGERIAN BREWRIES PLC.

Abstract

Total Quality Management (TQM) has become a frequently used term in discussing concerning quality. The international and national competitive environments are in a process of constant change by the globalization of markets and the increased interdependence of economic agents. This process of change has brought increased demands on the organisation�s competitiveness and the customers have gained a central role in the organizations� focus. TQM is considered to be an important management philosophy, which supports the organizations in their efforts to obtain satisfied customers. The� growth of service� industries� has� resulted� in� an� increased� focus� on� the� implementation� of� TQM� principles� in service organizations and in delivering high-quality service to customers. The research takes a look at the effect of TQM on customer satisfaction in the manufacturing and industrial section, using the Nigerian Brewery Plc as a case study. The study establishes the relationship between product quality and customer satisfaction and product price and customer satisfaction.

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Resource ID

urn:uuid:1dd9c603-1899-4582-9c70-622b9afae447