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Effects of ISO 9000 on customer satisfaction

Author

Listed:
  • S. Bruce Han
  • Shaw K. Chen

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.

Suggested Citation

  • S. Bruce Han & Shaw K. Chen, 2007. "Effects of ISO 9000 on customer satisfaction," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 2(2), pages 208-220.
    • Handle: RePEc:ids:ijpqma:v:2:y:2007:i:2:p:208-220
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    Cited by:

    1. Luis Fonseca & Filipe Carvalho, 2019. "The Reporting of SDGs by Quality, Environmental, and Occupational Health and Safety-Certified Organizations," Sustainability, MDPI, vol. 11(20), pages 1-20, October.
    2. Tarek Alaati & Muhammad Nizam & Ary Setyawan & Prabang Setyono, 2016. "Exploratory Study of Leadership Behavior Impact on Environmental Performance of Industrial Companies in Libya," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(2), pages 119-119, January.

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