IFAC-PapersOnLine · 2019 · 20 citations · 27 references
ManagementOperations ManagementQuality ManagementQuality AssuranceQuality ImprovementTotal Quality ManagementConsumer SatisfactionCustomer SatisfactionCustomer Satisfaction ImprovementQuality Management SystemsQuality ObjectivesQuality StandardsCustomer Quality PerceptionIso 9001 Quality Management SystemsQuality Assurance ObjectivesSatisfactionSatisfaction MeasurementService Quality Models
A Quality Management System (QMS) is a systematic set of documented procedures, policies, and objectives that a company maintains and controls to achieve quality goals and continuous improvement. The study investigates whether implementing a QMS improves customers’ satisfaction. Using a modified SERVQUAL model covering tangibles, reliability, responsiveness, assurance, empathy, and price & sales, the authors surveyed 24 customers and 11 SMEs with a structured questionnaire to assess satisfaction. Results indicate that QMS implementation and ISO 9001 certification significantly enhance customers’ satisfaction, leading customers to trust SMEs that successfully practice QMS.
Quality Management System (QMS) is expressed as the systematic set of operational procedures, policies and objectives which are documented, maintained and controlled by the company to achieve its quality objectives and continuous improvement in the overall system of the organization. This study aims to explore the role of QMS implementation in improving customers’ satisfaction. The perception of the customers about the products manufactured by the organization with and without ISO 9001 have been explored. A modified SERVQUAL model has been used covering six major dimensions entitled: (i) tangibles, (ii) reliability, (iii) responsiveness, (iv) assurance, (v) empathy, and (vi) price & sales to analyze the impact of customers’ satisfaction. A comprehensive structured questionnaire was used for the survey with 24 individual customers and 11 small and medium sized enterprises (SMEs). The results showed that there is a significant impact of QMS implementation and ISO certification on customers’ satisfaction. The customers easily rely on an SME if it has implemented QMS successfully and practicing effectively.
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