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

Franka Piskar
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Franka Piskar: Sanolabor, Slovenia

Managing Global Transitions, 2007, vol. 5, issue 1, 45-61

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.

Keywords: ISO 9000; quality management systems; customer satisfaction; customer relationship management; marketing (search for similar items in EconPapers)
JEL-codes: L15 M31 (search for similar items in EconPapers)
Date: 2007
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Citations: View citations in EconPapers (4)

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