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ABSTRACT
Total Quality Management (TQM) has become a frequently used term in discussing concerning quality. The international and national competitive environments are in a process of constant change by the globalization of markets and the increased interdependence of economic agents. This process of change has brought increased demands on the organisation’s competitiveness and the customers have gained a central role in the organizations’ focus. TQM is considered to be an important management philosophy, which supports the organizations in their efforts to obtain satisfied customers. The growth of service industries has resulted in an increased focus on the implementation of TQM principles in service organizations and in delivering high-quality service to customers. The research takes a look at the effect of TQM on customer satisfaction in the manufacturing and industrial section, using the Nigerian Brewery Plc as a case study. The study establishes the relationship between product quality and customer satisfaction and product price and customer satisfaction.
