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https://scidar.kg.ac.rs/handle/123456789/17780
Назив: | Measuring the Impact of ISO 9001 on Employee and Customer Related Company Performance |
Аутори: | Milovanović, Vesna Paunović, Mihailo Casadesus, Marti |
Датум издавања: | 2023 |
Сажетак: | management is to meet customer requirements and to strive to exceed customer expectations”, where “a customer can be internal or external to the organization”. Internal customers refer to a company’s employees, while external customers are the buyers of a company’s products and services. Previous research has scrutinised the impact of ISO 9001 on company performance, without clear focus on the performance related to internal and external customers. Methodology/Approach: The purpose of this paper is to measure the impact of ISO 9001 on the performance to internal and external customers using a survey that has been responded by 141 companies in the Republic of Serbia. Findings: The results show that quality management system (QMS) certification to ISO 9001 enhances employee- and customer-related company performance, while certification incentives are found to influence this relationship. Research Limitation/Implication: The data are gathered in only one specific country, although there are no reasons to think that the results could depend of the specific analysed region. Originality/Value of paper: The main value of the article is to be one of the first ones to analyse, in any way, the impact of QMS on internal and external customers. |
URI: | https://scidar.kg.ac.rs/handle/123456789/17780 |
Тип: | article |
DOI: | 10.12776/qip.v27i1.1808 |
ISSN: | 1338-984X |
Налази се у колекцијама: | Faculty of Hotel Management and Tourism, Vrnjačka Banja |
Датотеке у овој ставци:
Датотека | Опис | Величина | Формат | |
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Measuring the impact of ISO 9001 on customer and employee related company performance.pdf | 312.92 kB | Adobe PDF | Погледајте |
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