IDEAS home Printed from https://ideas.repec.org/a/mgt/youmgt/v5y2007i1p045-061.html
   My bibliography  Save this article

The Impact of the Quality Management System ISO 9000 on Customer Satisfaction of Slovenian Companies

Author

Listed:
  • Franka Piskar

    (Sanolabor, Slovenia)

Abstract

Many companies invest great efforts into achieving appropriate organization and through it better quality of products and services. They try to achieve this in a systematic way following the standard ISO 9000. Implementing ISO is a management decision that requires consideration of company’s operations, strategy, staff and, most importantly, customers. The theoretical part of the research is focused on literature review. Second part-empirical research has been done on the basis of structured questionnaires gathered from 212 responses of Slovenian companies that had already acquired the ISO 9000 quality standard certificate by 2002. We have posed eight questions about the impact of the ISO 9000 on customer satisfaction. The research results in Slovenian companies confirm the ISO 9000 quality standard’s impact on better satisfying customers’ needs and demands, but not the direct impact on business success. This paper also presents a very useful source of solutions and information for managers and researchers in the field of quality systems and customer satisfaction. Additionally, it comprises an short overview of customer relationship management (CRM) as a system that companies can use for monitoring and satisfying the needs of a customer during any given interaction.

Suggested Citation

  • Franka Piskar, 2007. "The Impact of the Quality Management System ISO 9000 on Customer Satisfaction of Slovenian Companies," Managing Global Transitions, University of Primorska, Faculty of Management Koper, vol. 5(1), pages 45-61.
    • Handle: RePEc:mgt:youmgt:v:5:y:2007:i:1:p:045-061
    as

    Download full text from publisher

    File URL: http://www.fm-kp.si/zalozba/ISSN/1581-6311/5_045-061.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Naumann, Earl & Jackson, Donald Jr. & Rosenbaum, Mark S., 2001. "How to implement a customer satisfaction program," Business Horizons, Elsevier, vol. 44(1), pages 37-46.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Amal AL Othman & Said Taan EL Hajjar, 2017. "Implementation Influence of ISO9000 on Organization’s Performance," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(7), pages 100-100, June.
    2. Asmat Nawaz Khattak & Muhammad Ilyas, 2018. "Organization Development and Performance: The Impact of ISO 9001:2015, ISO 14001:2015 and OHSAS 18001 Interventions on Product Quality in Manufacturing Organizations of Pakistan," Business & Economic Review, Institute of Management Sciences, Peshawar, Pakistan, vol. 10(4), pages 27-54, December.
    3. Ruth Wambugu GICHANGA & Herman Karanja MWANGI & Evanson Mwangi KARANJA, 2017. "The Effect Of Quality Management Systems On The Performance Of Savings And Credit Cooperatives Societies In Kenya," Business Excellence and Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 7(3), pages 5-18, September.
    4. Jabir Ali & Nadia Yusuf, 2021. "International Quality Certification and Business Performance of Indian Firms: Evidence from Enterprise Survey Data," Global Business Review, International Management Institute, vol. 22(6), pages 1459-1470, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Vrontis, Demetris & Thrassou, Alkis & Amirkhanpour, Monaliz, 2017. "B2C smart retailing: A consumer-focused value-based analysis of interactions and synergies," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 271-282.
    2. Jiamin Liu & Eusebio Chiahsin Leou & Chaozhan Chen & Xi Li, 2023. "Can Trust Bring Satisfaction to the Festival Under Pandemic?," SAGE Open, , vol. 13(1), pages 21582440221, January.
    3. Mercy Ogbari & Taiye T. Borishade, 2015. "Strategic Imperatives of Total Quality Management and Customer Satisfaction in Organizational Sustainability," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(4), pages 1-22, April.
    4. S.M. Riad Shams & Rosa Lombardi, 2016. "Socio-economic value co-creation and sports tourism: evidence from Tasmania," World Review of Entrepreneurship, Management and Sustainable Development, Inderscience Enterprises Ltd, vol. 12(2/3), pages 218-238.
    5. Vrontis, Demetris & Thrassou, Alkis & Melanthiou, Yioula, 2007. "A contemporary higher education student-choice model for developed countries," Journal of Business Research, Elsevier, vol. 60(9), pages 979-989, September.
    6. Tinsley, Dillard B., 2002. "Relationship marketing's strategic array," Business Horizons, Elsevier, vol. 45(1), pages 70-76.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mgt:youmgt:v:5:y:2007:i:1:p:045-061. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Alen Jezovnik (email available below). General contact details of provider: https://edirc.repec.org/data/fmkupsi.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.