Introduction
Product quality and customer contentment are very significant concepts that organizations have to abide with in order to remain both relevant and competitive in the market (Davis, 2010). This will in-turn steer their growth. Companies need to understand the consumers’ likes and preferences in order to tailor make products and services which will meet their expectations and hence satisfy their wants. Secondly, product quality is considered to be very important because it leads to higher customer satisfaction, profitability, reduced cost, customer loyalty and retention among others. Further, it’s imperative for the service providers to adhere to quality and ...