TY  - JOUR
AB  - Purpose– 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. Design/methodology/approach– This paper describes an ISO 9001 quality management implementation process based on ISO 9001 requirements, and uses the AHP method for weighting effective criteria on customer satisfaction. All data were obtained via questionnaires and assessed with EXPERT CHOICE 11 software. Findings– According to the results of the weighting, the factors influencing the satisfaction of a kitchen worktops customer, price and sales terms of this product has a significant impact on customer satisfaction and, in competitive conditions, this criterion has a determining role in the creation of utility for customers. ISO 9001 quality management system has been able to increase the CSI within an 11-month period of study. Originality/value– This paper is the first to use the AHP method with a new approach in a case study, offering a complete, comprehensive method for assessing customer implications.
VL  - 31
IS  - 8
SN  - 0265-671X
DO  - 10.1108/IJQRM-04-2013-0064
UR  - https://doi.org/10.1108/IJQRM-04-2013-0064
AU  - Nabavi Vahid
AU  - Azizi Majid
AU  - Faezipour Mehdi
PY  - 2014
Y1  - 2014/01/01
TI  - Implementation of quality management system based on ISO9001:2008 and its effects on customer satisfaction case study : Kitchen worktops factory
T2  - International Journal of Quality & Reliability Management
PB  - Emerald Group Publishing Limited
SP  - 921
EP  - 937
Y2  - 2024/04/23
ER  -