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 satisfaction at Lweza Clays-Kajjansi. The objectives of this study were to: identify& the quality management dimensions, assess the benefits of quality management and, to establish the relationship between quality management and customer satisfaction. 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 who 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 relationship between quality management 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 maximizing client satisfaction while complying with quality service standards.