Implementation of Quality Management System Based on ISO9001:2008 and its Effects on Customer Satisfaction (Case Study: Kitchen Worktops Factory)

Vahid Nabavi

Majid Azizi
College of Agriculture and Natural Resources
University of Tehran
Iran, Islamic Republic of
Mehdi Faezipour

Publication date: Aug, 2014

Journal: International Journal of Quality & Reliability Management
Vol.: 31- Issue: 8- Pages: 921-937

Publisher: Emerald

Abstract: The purpose of this paper is to discuss the effect of the ISO 9001 quality management system on customer satisfaction and show an application of an analytic hierarchy process (AHP)-based method for measuring the customer satisfaction index (CSI). This will be useful to anyone who wants to have an ISO 9001 quality management system in his or her organization.

Keywords: AHP, Customer satisfaction, Kitchen worktops