Keyword

Quality cost, customer satisfaction, health product, conformance cost, non-conformance cost

Abstract

The purpose of this study was to examine the accounting reflection of quality cost and customer satisfaction of health products in Nigeria. To achieve this purpose, hypotheses were raised and a critical review of extant literature was made. The population of the study consisted of seven (7) pharmaceutical companies quoted in the Nigerian Stock Exchange. Both primary and secondary data were utilized for this study. The primary data were collected through the administration of questionnaire on management accountants of the selected companies, while the company’s financial statements serve as the secondary data source. The findings generated in this study revealed a positive significant relationship between quality conformance cost and customer satisfaction of health products but a negative significant relationship between quality non conformance cost and customer satisfaction. It was recommended in the study that pharmaceutical firms in Nigeria should increase their quality conformance cost so as to eliminate internal and external failure cost for improved customer satisfaction.


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