Effects of ISO 9000 on customer satisfaction
by S. Bruce Han, Shaw K. Chen
International Journal of Productivity and Quality Management (IJPQM), Vol. 2, No. 2, 2007

Abstract: The purpose of this paper is to conduct an empirical study based on real data to better understand the relationships among ISO 9000 registration efforts, firm's manufacturing strategy and customer satisfaction. In this study, data was collected from ISO 9001-registered manufacturing companies operating in the USA with Standard Industrial Classification code 3600. This paper finds strong evidence that the ISO 9000 registration efforts enhance quality, cost reduction, flexibility and dependability. Furthermore, this study indicates that ISO 9000 does not have a direct positive relationship with customer satisfaction. Instead, this study suggests that ISO 9000 leads to improvement in quality and reduction in cost, which in turn helps to achieve customer satisfaction.

Online publication date: Sun, 11-Feb-2007

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Productivity and Quality Management (IJPQM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com