May 15, 2025 Journal article Open Access

Dereje Muleta

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{
  "DOI": "10.20372/nadre:7195", 
  "author": [
    {
      "family": "Dereje Muleta"
    }
  ], 
  "issued": {
    "date-parts": [
      [
        2025, 
        5, 
        15
      ]
    ]
  }, 
  "abstract": "<p>The main purpose of this study is to measure the effect of Gypsum product quality on customer satisfaction in some selected towns in North Shoa Zone. The study has used the eight Gavrin\"s product quality features. These Eight dimensions of product quality features namely Performance, Features, Reliability, Conformance, Durability, Serviceability, and Aesthetics and Perceived quality. However, reliability, durability, Conformance, Aesthetics and serviceability were not used to measure the level of customers&rsquo; satisfaction in Gypsum product quality due to the reason that they cannot be related to the study.The general objective of this research was to identify the effect of Gypsum product quality on customer satisfaction.The study uses quantitative Research approach and type of research is both descriptive and explanatory research. Both primary and secondary methods of data collection are applied. From the infinite population a sample size was drawn by using Kothari\"s infinite sample size formula and 384 sample sizes were obtained. The study uses both descriptive and inferential statistics like correlation and regression have been used to find mean score and to test hypothesis and to investigate research problem. According to the findings of the study all the three product quality features have shown a significant positive effect on customer satisfaction. The findings of the regression analysis indicate that those three independent variables of product quality feature indicated in R square is .909, where it means 90.9% variation on dependent variable, i.e. customer satisfaction. Person correlation analysis was also conducted to examine the relationship between product quality dimensions and customer satisfaction and the results shows that all the three dimensions of product quality have a strong positive relationship with customer satisfaction. Based on the finding on the research Gypsum Product quality should concentrate their attention on developing more and improved Gypsum that contains all the necessary product quality features for retaining and sustaining their customers by satisfying their unlimited needs and wants.</p>", 
  "title": "THE EFFECT OF GYPSUM PRODUCT QUALITY ON CUSTOMER  SATISFACTION IN SOME SELECTED TOWNS IN NORTH SHOA  ZONE", 
  "type": "article-journal", 
  "id": "7195"
}