TY  - BOOK
AU  - AKINLEYE, Damilola Oluwatosin.
TI  - Product Quality And Customers' Satisfaction [Case Study Of Nestle Nigeria Plc]
PY  - 2022///
CY  - Ibafo
PB  - Business Administration
KW  - Social Science
KW  - Business Administration
N2  - Organizations today are operating in an environment in which little is certain, the tempo is quicker 
and the dynamics are more complex. The customer is central to the organization and assessing 
customer satisfaction is a vital element in any strategy for business performance improvement. 
This makes customer satisfaction a driver for survival, competitiveness and growth. The key 
determinant for a sustainable business is customer loyalty as loyal customers not only increase the 
value of the business, but they also enable businesses to maintain costs lower than those associated 
with attracting new customers. By creating and preserving customer loyalty, organizations develop 
a long term, mutually beneficial relationship with the customers. The purpose of the research is to 
examine product quality and customers' satisfaction in relation to Nestle Nigeria Plc. The study 
used primary data. Primary data was acquired through distribution of questionnaire to the selected
staffs and customers of Nestle Plc. Data is being analysed with the aid of Statistical Package for 
Social Sciences (SPSSv25). Frequency tables and percentages are being adopted in the 
presentation and analysis of the data generated for the study. The study found that (i) Nestle 
Product benefits does have effect on customers’ satisfaction, (ii) Nestle Product images does not 
have any effect on customers’ satisfaction, (iii) Nestle Product characteristics do have effect 
customers’ satisfaction (iv) Product price has effect on customers’ satisfaction. In conclusion, 
product quality is not the only influencing factor for customer satisfaction; however, it has a 
significant impact on customer satisfaction, which leads to high performance/efficiency of a 
company. Meanwhile, a manufacturing company's long-term survival in a competitive 
environment is heavily reliant on the quality of its products

ER  -