THE EFFECT OF QUALITY CONTROL ON CUSTOMER SATISFACTION: A STUDY OF GV INDUSTRIES PVT. LTD.

Based on the analysis conducted, it was concluded that customers are overall satisfied with GV Industry’s products. Most respondents identified themselves as male, young, and students, and purchase GV Industry’s products mostly on a weekly basis. Most customers also perceived GV Industry’s products as high-quality, durable, reliable and cost-effective. In addition, most respondents gave positive feedback regarding the packaging, consistency, and delivery services of the company. They also expressed trust in GV Industry’s products and were willing to buy more of the products because they had a positive perception of the business. Moreover, most respondents indicated that they would recommend GV Industry to others, signifying a positive image of the business. However, many respondents selected neutral options when giving their views and opinions on various aspects of the services provided by GV Industry. Therefore, based on the study, several recommendations were made for the company to improve its quality management practices and gain more customers’ trust. First, the company should focus more on maintaining the quality of its products and services while ensuring that the employees are trained and skilled. In this way, the organization will enhance its quality control process and meet the set quality standards. Moreover, the organization should develop quality customer relationship management practices and ensure that customer complaints are addressed promptly and efficiently. This practice will help the company retain more customers and gain their trust. Thus, the study concludes that although GV Industries has managed to build a certain level of customer trust, more effort is needed to improve the overall quality management practices to meet the set quality standards and remain ahead of its competitors.

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