TABLE OF CONTENTS

DECLARATION ..................................................................................................................................... i

APPROVAL ........................................................................................................................................... ii

DEDICATION ....................................................................................................................................... iii

ACKNOWLEDGEMENT ...................................................................................................................... iv

TABLE OF CONTENTS ........................................................................................................................ v

ABSTRACT ......................................................................................................................................... viii - t

CHAPTER ONE ............................................................................................................................... l

1.0 INTRODUCTION ....................................................................................................................... 1

1.1 BACKGROUND TO THE STUDY ............................................................................................... 1

1.2 STATEMENT OF THE PROBLEM ............................................................................................. 2

1.3 PURPOSE OF THE STUDY ....................................................................................................... 2

1.4 OBJECTIVES OF THE STUDY. ................................................................................................... 3

1.5 RESEARCH QUESTIONS ............................................................................................................ 3

1.6 SCOPE OF THE STUDY ............................................................................................................ 3

1.7 SIGNIFICANCE OF THE STUDY ................................................................................................... 4

CHAPTER TWO .............................................................................................................................. S

LITERATURE REVIEW ........................................................................................................................ 5

2.0 INTRODUTION ............................................................................................................................. 5

2.1 PRODUCT QUALITY ...................................................................................................................... 5

2.1.2 Product quality management. .......................................................................................................... 5

2.2 LEVELS OF PRODUCT QUALITY MANAGEMENT ............................................................... 7

2.4 The Fundamental Factors Affecting Quality .................................................................................. 8

2.5 RELATIONSHIP BETWEEN PRODUCT QUALITY MANAGEMENT AND BUSINESS

PROFITABILITY ................................................................................................................................. 10

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CHAPTER THREE ........................................................................................................................ 12

METHODOLOGY ................................................................................................................................ 12

3.0 INTRODUCTION ........................................................................................................................... 12

3.1 Research design ............................................................................................................................... 12

3.2 Area and population of study ........................................................................................................... 12

3.3 Sample Size ..................................................................................................................................... 12

3.4 Sampling Procedure ......................................................................................................................... 13

3.5 Methods of data collection ............................................................................................................... 13

3.5.1 Questionnaire ............................................................................................................................... 13 '

3.6 sources of data ................................................................................................................................. 13

3.8 Data analysis and presentation ......................................................................................................... 14

CHAPTER FOUR .......................................................................................................................... 15

DATA PRESENTATION, INTERPRETATION AND ANALYSIS OF THE FINDINGS ..................... 15

4.0. Introduction .................................................................................................................................... 15

4.1 Demographic Nature of the Population ............................................................................................ 15

4.1.1 The gender of the Population ........................................................................................................ 15

4.1.2 The level of Education of the respondents ................................................................................... 16

4.1.3 The current position of the respondents ......................................................................................... 17

4.1.4 The working expetience of the respondents ................................................................................... 18

4.2.1 Customers' satisfaction with quality of the products offered .......................................................... 19

4.3.1 Factors that affect the quality of product development ................................................................... 23

4.4 .1 whether Profitability in the business steadily increases annually ................................................... 24

4.4.2 Whether sales, products awareness and a greater product acceptance would increase quality is

improved and maintained ...................................................................................................................... 25

4.4.3 Strategy that can be most profitable as per current market conditions ............................................ 25

4.4.4 Whether Quality measures have conmbuted to profitability of Pepsi cola Company ..................... 27

4.4.5 How product management practices has helped your company in recent years ............................... 28

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CHAPTER FIVE ............................................................................................................................ 29

DISCUSSION, RECOMMENDATIONS, CONCLUSION AND FUTURE RESEARCH AREAS ........ 29

5.0 Introduction ..................................................................................................................................... 29

5.1 Discussion ....................................................................................................................................... 29

5.2 Reconunendations ........................................................................................................................... 29

5.3 Conclusion ...................................................................................................................................... 30

4.4.5, which means that there is a relationship between product quality and business profitability .......... 30

5.4 Areas of further research .................................................................................................................. 31

ABSTRACT The study was about product quality management and business profitability. The objectives of the study were to determine the levels of product quality, identifY the factors affecting product quality management, and to examine the relationship between quality management and business profitability. A cross sectional research design was undertaken to conduct the study. Primary and secondary data was collected for purposes of the study. Primary data was collected using the questionnaires and secondary data was extracted from the internet, textbooks, journal articles, and other research publication. The literature review indicated that the process of quality management is a very complex one which } involves a number of steps to ensure controls, departments, factors that affect it, and individual involvement. A critical analysis showed that there is a marked relationship between product quality management and profitability of an organization. This relationship was a collection of scholarly arguments stipulated in different reading materials and from the primary data collected from the respondents. The study recommends continued innovation, sourcing the right of supplies and employee involvement in quality management and enhanced profitability to businesses in the economy.