Quality management and customer satisfaction in the manufacturing sector; the case of Lweza clays ltd kajjansi:
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Date
2019-09
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Kampala International University, College of Economics and Management.
Abstract
With the increasing pressure to remain competitive in this era of globalization, companies are
now rethinking of incorporating quality aspects in their operations. This examined the impact of
quality management on customer satisfbction at Lweza Clays-Kajjansi. The objectives of this
study were to: identi& the quality management dimensions, assess the benefits of quality
management and, to establish the relationship between quality management and customer
satisfiction. A descriptive survey design using both qualitative and quantitative approaches was
used to collect data.
Data was collected using a self-administered questionnaire that was distributed to 80 respondents
participated in this study comprising of employees and customers who made visits to the
respective outlets and data was analyzed using frequency counts and percentages with the aim of
establishing the relationship between the two variables. Analysis of the variables indicated a
significant relatjonship between quality mnagement and Customer Satisfaction.
The researcher recommends that Lweza Clays Ltd management should embark on a training
program to equip its employees with relevant knowledge on the importance of quality control in
improving the quality of services provided and maximize client’s satisfaction while complying
with quality service standards.
Description
a research report submitted to the college of economics and management in partial fulfillment of the requirements for the award of a degree of bachelors in supply and procurement management of Kampala international university.
Keywords
Quality management, customer satisfaction