Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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A Study on the Effects of ISO 9001/2000 Certification Factors on Performance of Service Quality and Customer Satisfaction

ISO 9001/2000 인증요인이 서비스품질과 고객만족에 미치는 영향에 대한 연구

  • Published : 2004.12.01
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Abstract

This paper first was focused on investigating the relative effect of each ISO 9001: 2000 certification factors on service quality and customer satisfaction in service industry. The empirical tests was conducted in service industry. The results are as follows. First, it shows that ISO 9001:2000 certification factors except requirements for quality management have a positive effect on service quality significantly. Second, it also indicates that service quality precedes customer satisfaction like other researches reported. Finally, different effects of ISO 9001:2000 certification factors on service quality are observed in the various industries.

Keywords

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