EFFECT OF PRODUCT QUALITY CONTROL ON CUSTOMER’S SATISFACTION
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EFFECT OF PRODUCT QUALITY CONTROL ON CUSTOMER’S SATISFACTION
ABSTRACT
This research study used Cadbury Nig. Plc as a case study to investigate the effects and potential solutions of product quality control on the average consumer. The research study attempted to evaluate the impact of product quality and customer happiness on the organization’s growth and profitability.
The effectiveness of product control on customer satisfaction was also discussed and analysed. This data was analysed using SPSS v 18.0 on various tables, and the simple random sample technique was applied. The study is limited by time, which is the school calendar year, as well as the costs associated with carrying out such a massive undertaking.
According to the study’s conclusions, many quality control checks and balances should be implemented to ensure comprehensive and in-depth client satisfaction.
It also proposes three methods to attain quality at a consistent rate: inspection of incoming raw materials, inspection of work in progress, and final inspection of entering raw materials.
Interpersonal relationships between consumers who use a specific product contribute to innovation and improved product quality through purchasing. The report advised that management control and maintain the organization’s production equipment.Chapter one
INTRODUCTION
1.1 Background of the Study
Production is defined as the “process of designing, operating, and controlling a productive system capable of transforming physical resources and human talent into needed goods and services” by Fagbohungbe (2009).
Although some prefer the label production/operations management, the more broad term production is chosen here to emphasise that the production system produces both intangible services and tangible things.
According to Lawal (2007), there are at least four reasons why you should be familiar with production management. Production is a basic organisational function. The production function controls the flow of resources across the organisation.
Society relies greatly on the output of producing organisations, and the production function is inextricably linked to many important societal components.
A typical operations or production manager sees organisations as productive systems with inputs, transformation processes, and outputs. The transformation process is made up of interconnected components that rely on one another. The activities described below are important components of productive systems. (Enikanselu and Oyende, 2009).
Product design, production planning, production scheduling, production control, purchasing and material management, inventory control, work flow layout, production or output forecasting, and quality assurance.
Together, these actions allow managers to perform their economic duty of converting resources into valuable commodities and services.
1.2 Statement of the Problems
Most organisations have nothing to do with corporate product policies, which cannot be visualised as determinants of the product that can be created, and the organization’s aims have not been met with the optimum product line.The availability of resources fluctuates, as do the dynamics of market conditions.
Certain aspects, including as the composition of the product line, the dynamism of product features, and the selection and design of the specific items and services offered, must be considered in order to achieve the best results in product competition.
It was finalised by assessing the interaction of the original concepts, expected operating expenses, equipment configurations, and alternative job or work crew designs.
Capacity planning decisions that also define the location for warehouses and branches, as well as a growth strategy, a supply, storage, and logistics system (Afewape 2007).
The mature overall system architecture was expressed through designs for modular branches. The design comprised process layouts and architectural drawings.
A labour staffing plan that specified how each operation should be carried out, including labour time standards, a materials flow plan and layout, the central warehouse design, including storage layout and logistics supply system,
the production operation layout, equipment specification, a schedule for property acquisition and branch building, and a complete financial analysis (Sanyaolu, 2005).
Analysing what was done and how it was done reveals that we used an interactive design process, which included design and redesign to accommodate for diverse interactions. We used long-term planning concepts, prediction and forecasting approaches, layout planning, equipment justification procedures, behavioural work concepts, product and service analysis, and waiting queue methodologies (Karimu, 2000).
To be successful, an organization’s process and facility product design must offer an integrated picture of the conversion process for the entire system. When examining longer-term operational decisions, we must recognise that they are critical to the organization’s future success.
The decision was made against the basic strategy to supply distribution and operations for the foreseeable future, committing the majority of the enterprise’s available capital. The key decision that determines the design of the productive system is the product/service package to be delivered, which is finalised through an interactive process.
1.3 PURPOSE OF STUDY
· Evaluate the impact of product control on customer satisfaction.
· Determine efficient and effective competitive advantage based on customer interests.
· Evaluate new product control development programmes for customer satisfaction.
· Assess how product quality and customer satisfaction impact the organization’s growth and profitability.
1.4 RESEARCH QUESTIONS.
· How effective is product control for customer satisfaction?
· Do efficient and successful competitive advantages impact customer interest?
· Do new product control development programmes impact customer satisfaction?
· How do product quality and customer satisfaction affect the organization’s growth and profitability?
1.5 Research Hypotheses
Hypothesis 1.
Ho: Customer happiness will be unaffected by product quality controls.
Hi: Product quality control may influence consumer satisfaction.
Hypothesis 2.
Ho: Product quality control has no substantial impact on consumer satisfaction.
Hi: Product quality control has a large impact on consumer satisfaction.
1.6 Significance of the Study
The study’s significance lies in ensuring that organisations provide a better image to their customers. The study will assist the organisation in developing methods for managing their activities in order to maintain excellent product quality. Customer satisfaction with the company’s performance measures is another important aspect of the study.
As a result, the product quality and customer satisfaction survey would provide a comparison test to evaluate programme performance measures within an organisation.
This study will also be valuable to students who use the product or service, as well as the organisation, in terms of the relevance of product quality control instruments as motivators for consumer product patronage and the necessity of quality control in daily campus activities.
1.7 SCOPE OF THE STUDY
The scope of this study is limited to CADBURY NIG. PLC. to determine the relationship between product quality control and customer satisfaction. The employees of the company will be employed as the study population.
1.8 Limitations of the Study
The research will be confined to CADBURY NIG PLC.Specifically, the production, sales and marketing, R&D, and human capital departments. The study’s limitations include time constraints, mobility, financial constraints, and respondents’ lack of flexibility.
1.9 Definition of Terms
Pricing is the financial bargaining for the product. It can be defined as the financial rate at which products sell on the open market.
Market Segregation: This permits a market to be segmented by multiple product variations, giving consumers more options in the market region.
Manufacturing Date: This is the printing or label on a product that identifies and notifies you of the product’s manufacturing date. It also contains additional information, such as the expiry date.
Target Consumers: These are individuals, organisations, or communities who require a variety of products.
Marketing Strategy: Is the main method that the business unit takes to attain its goals, and it includes broad decisions about target markets/consumers.
Shopping Products: Items for which purchasers are willing to put in significant effort in arranging and purchasing.
Impulse Goods: Low-cost items that are commonly purchased within a single trip to the store.
Products: An item with both tangible and intangible attributes, such as packaging, colour, and price, that purchasers may accept as providing want satisfaction.
Packaging is the process of developing and constructing a container or wrapper for a prospect to meet with.
A brand is a name symbol, a unique design, or a mix of these factors that distinguishes one product from competitors.
Labelling: The portion of a product that contains spoken information about the product or the vendor.
Warranty: Provides purchasers with some security that they will be paid if the goods does not perform to their reasonable expectations.
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