Impact of Applying Cost of QualityOnCustomer Satisfaction (Case study: National Industries Company- Sudan)

Abstract

In Sudan many organizations start to implement cost of quality program to improve their performance and the product quality. The purpose of this study was to investigate the impact of applying cost of quality on customer satisfaction of National Industries Company – Sudan Where researcher used a descriptive approach to its appropriateness for the purposes of the study. The studymainhypothesis: There is an impact of cost of quality on the customer satisfaction for National Industries Company of Sudan,and the subhypothesis are: The top management of National Industries Company committed to implement, develop and maintained the cost of quality program , There is a high level of the customer satisfaction in National Industries Company for products and services and The is no statistically significant difference between implementing cost of quality program on national industries company and marketing benefit. This study was conducted on a sample of (100) customers of National Industries Company’swholesaler customers. Questionnaire designed as a tool to collect data. Results from the analysis of customer feedback showed high positive trends about the impact cost of quality on customer satisfaction for National Industries Company of Sudan, the study found that National Industries Company is committed to adopting and applying the cost of quality program, which is reflected in the customers' satisfaction, the adoption of cost of quality gives a high marketingbenefits for National Industries Company. The study recommended a series of recommendations including: all foods industries companies in Sudan implementing the cost of quality program that lead to continues improvement and operating in high level of quality standard, Develop a new system for Good delivery and availability with flexibility in marketing demand, the top management committing to involve customer in the strategic plan of the company and developing more polices to lead the customer satisfaction.