:: International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies
http://TuEngr.com
ISSN 2228-9860
eISSN 1906-9642
CODEN: ITJEA8
FEATURE PEER-REVIEWED ARTICLE
Vol.12(7) (2021) |
Quality Management System for Enhancing Customer Satisfaction: An Onsite Assessment Conducted in Accordance with ISO 9001
Karri Naveen(Department of Mechanical Engineering, Lincoln University College, Selangor, MALAYSIA),
Chitirai Pon Selvan(School of Science and Engineering, Curtin University Dubai, UAE),
Amiya Bhuamik (Faculty of Engineering, Lincoln University College, Selangor Darul Ehsan, MALAYSIA).
Disciplinary: Industrial, Productivity, and Quality Management, Business Management, Organization & Reliability Management.
doi: 10.14456/ITJEMAST.2021.138
Keywords: ISO 9001:2015; Customer focus; Auditing management system; Conformance; Certified organization; Management review; Quality management system (QMS); Customer satisfaction criteria; Continual improvement; Quality objective; Monitoring customer's perception; Analysis and evaluation; QMS implementation.
AbstractBusiness and customer are two age-old entities that mutually exist complimenting each other. Many theories exist and evolved on customer satisfaction which is considered to be a significant aspect for sustained business. ISO 9001:2015 standard provides a framework for sustainable development capability for the organization adopting the quality management system. ISO 9001:2015 standard provides an opportunity to increase the satisfaction of the customer by effective implementation of the quality management system. The process approach is encouraged by the quality management system for fulfilling the requirements of the customer to obtain enhanced satisfaction of the customer. To determine the conformance to the criteria on Customer Satisfaction; this work has assessed 533 organizations across ten countries, spending 918 man-days onsite assessing the organizational capability to demonstrate the evidence of compliance to ISO 9001:2015. Primary data was collected through verifying documents and records maintained by the certified organization, by interviewing the concerned process owners, and by onsite observation to endorse what the ISO 9001 certified organization say-and-do to obtain the objective evidence. Research data were analysed using statistical software to determine the extent of conformity and various factors influencing customer satisfaction.
Paper ID: 12A7L
Cite this article:
Naveen, K., Selvan, C. P. and Bhaumik, A. (2021). Quality Management System for Enhancing Customer Satisfaction: An Onsite Assessment Conducted in Accordance with ISO 9001. International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies, 12(7), 12A7L, 1-9. http://doi.org/10.14456/ITJEMAST.2021.138
References
- Husseini, S. A., Al-shami, S. A., Fam, S.-F., Al derei, S. (2018). Impact of ISO 9001: 2008 certification on consumer satisfaction. J Adv Res in Dynamical & Control System, 10(6), 1-11.
- Santos, G., Costa, B., Leal, A. (2014). Motivation and benefits of implementation and certification according to ISO 9001 - the Portuguese experience. International Journal of Engineering, Science & Technology, 6(5), 1-12.
- Yaya, L. H. P., and Marimon, F., Casadesus, M. (2011). Customer's loyalty and perception of ISO 9001 in online banking. Industrial Management & Data Systems, 111(8), 1194-1213. DOI: 10.1108/02635571111170767
- Yaya, L. H. P., and Marimon, F., Casadesus, M. (2013). Can ISO 9001 improve service recovery? Industrial Management & Data Systems, 113(8), 1206-1221. DOI: 10.1108/IMDS-03-2013-0150
- Nabavi, V., Azizi, M. and Faezipour, M. (2014). Implementation of quality management system based on ISO9001:2008 and its effects on customer satisfaction case study. International Journal of Quality & Reliability Management, 31(8), 921-937. DOI: 10.1108/IJQRM-04-2013-0064
- Kakes, D. Fazlovic, S. (2016). ISO 9001 standard in the development of customer satisfaction in the public sector of Bosnia and Herzegovina. Croatian Review of Economic, Business & Social Statistics (CREBSS), 2(1), 39-52.
- Psomas, E. L., Pantouvakis, A., Kafetzopoulos, D. P. (2013). The impact of ISO 9001 effectiveness on the performance of service companies. Managing Service Quality, 23(2), 149 -164. DOI: 10.1108/09604521311303426
- Murmura, F., Bravi, L. (2016). Exploring customers perceptions about quality management systems: an empirical study in Italy. Total Quality Management & Business Excellence, 29(11-12), 1466-1481. DOI: 10.1080/14783363.2016.1266246
- Abbas, A-R., Ghnaimat, O., Ko, J.-H. (2011). The effects of quality management practices on, customer satisfaction and innovation: a perspective from Jordan. Int. J. Productivity and Quality Management, 8(4), 398-415. https://doi.org/10.1504/IJPQM.2011.043007
- Piskar, F. (2007). Franka The impact of the quality management system iso 9000 on customer satisfaction of Slovenian companies. Managing Global Transitions, 5(1), 45-61.
- Simon, A. Yaya, L. H. P. (2018). Improving innovation and customer satisfaction through systems integration. Industrial Management & Data Systems, 112(7), 1026-1043. DOI: 10.1108/02635571211255005
- Nowicki, P., Simon, A., Kafel, P., Casasesus, M. (2014). Recognition of customer satisfaction standards of ISO 10000 family by spa enterprises - a case study analysis. TMQ -Technologies, Methodologies and Quality, 5, 1-16.
- Dongmo, C., Onojaefe, D. (2013). Using customer satisfaction to understand implementation benefits of ISO 9001 quality management system. Business Management Dynamics, 3(3), 1-9 http://bmdynamics.com/publication_abstract.php?c_id=162
Other issues:
Vol.12(6)(2021)
Vol.12(5)(2021)
Vol.12(4)(2021)
Vol.12(3)(2021)
Vol.12(2)(2021)
Archives
Call-for-Papers
Call-for-Scientific PapersCall-for-Research Papers: ITJEMAST invites you to submit high quality papers for full peer-review and possible publication in areas pertaining engineering, science, management and technology, especially interdisciplinary/cross-disciplinary/multidisciplinary subjects.
To publish your work in the next available issue, your manuscripts together with copyright transfer document signed by all authors can be submitted via email to Editor @ TuEngr.com (no space between). (please see all detail from Instructions for Authors)
Publication and peer-reviewed process:
After the peer-review process (4-10 weeks), articles will be on-line published in the available next issue. However, the International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies cannot guarantee the exact publication time as the process may take longer time, subject to peer-review approval and adjustment of the submitted articles.