EFFECT OF SME’S PRODUCT QUALITY IMPROVEMENT ON CUSTOMER SATISFACTION IN ILORIN METROPOLIS

Product quality improvement is one of the impediments that deter the successes of most SME’s in Nigeria. The matching behavior of most of the products found in the markets is actually nothing to write home about when compared with other brands of products found in the market largely produced by companies rated above SME’s. Ilorin metropolis is located in North-central Nigeria with a large concentration and existence of most of these products. This paper therefore examined the effects of SME’s product quality improvement on customer satisfaction in Ilorin metropolis. The study postulated this hypothesis thus; determine whether SMEs product quality improvement has any effect on customer satisfaction in Ilorin metropolis, Kwara state specifically to achieve the set objectives and answer the research question. The study used quantitative method and data were collected through self-administered structured questionnaire. 387 copies of questionnaire were administered to the selected SMEs. PLS-SEM was used to test the hypothesis. The result of the study shows that product quality improvement has a significance effect on the performance of SMEs in Ilorin metropolis. The study recommended that constant product quality improvement technique should be deployed to improve on products quality and grab more market share when customers derive optimum satisfaction in most SMS’s product within Ilorin metropolis.