ROLE OF QUALITY CONTROL AND INSPECTION IN CONSUMER SATISFACTION IN A MANUFACTURING FIRM
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- NGN 3000
ABSTRACT
Quality control as a science has its root in the origins of mass production, notably in the ford motor company. Inspection quality today is marketing different from anything envisaged by its American pioneers.
Although, most theories of quality control inspection are adopted from management theory already in existence, quality control inspection is only interested in referring their practicability to the benefit and the or efficient running of the organization. Using the service industry as a case study, the goal of TQM is customer satisfaction through quality delivery of services, operational performance and sustainability. This study examined the impact of TQM on customers’ satisfaction with the services provided by hotels in Ilorin, Nigeria. Data were sourced through administration of survey questionnaires on eighty customers of hotels in Ilorin Metropolis. The respondents were selected using simple random and purposive sampling techniques. Linear Regression Analysis Model was used to analyze and test the research hypotheses. Overall results showed a positive relationship between TQM and customers’ satisfaction. Based on the findings, it was recommended that more attention be devoted to the use of TQM in order to enhance customers’ satisfaction and enhance SD in hotel industry.
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