Improve Customer Satisfaction through Implementation of Quality Management System ISO 9001:2008

Sasa Tantri Nur Afifah, Rasto Rasto

Abstract

This research aimed to analyze the effect of implementation of ISO 9001: 2008 quality management system on customer satisfaction. The research method used explanatory survey. Data collection technique used questionnaire rating scale model. Respondents are teachers of Vocational High School in Bandung. Data were analyzed using simple regression. The results showed: (1) implementation of ISO 9001:2008 quality management system is in the effective category; (2) the level of customer satisfaction is in the satisfied category; and (3) implementation of ISO 9001:2008 quality management system has a positive effect on customer satisfaction.

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Paper Citation


in Harvard Style

Afifah S. and Rasto R. (2017). Improve Customer Satisfaction through Implementation of Quality Management System ISO 9001:2008.In 1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP, ISBN 978-989-758-315-5, pages 484-489. DOI: 10.5220/0007084504840489


in Bibtex Style

@conference{iciebp17,
author={Sasa Tantri Nur Afifah and Rasto Rasto},
title={Improve Customer Satisfaction through Implementation of Quality Management System ISO 9001:2008},
booktitle={1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP,},
year={2017},
pages={484-489},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0007084504840489},
isbn={978-989-758-315-5},
}


in EndNote Style

TY - CONF

JO - 1st International Conference on Islamic Economics, Business, and Philanthropy - Volume 1: ICIEBP,
TI - Improve Customer Satisfaction through Implementation of Quality Management System ISO 9001:2008
SN - 978-989-758-315-5
AU - Afifah S.
AU - Rasto R.
PY - 2017
SP - 484
EP - 489
DO - 10.5220/0007084504840489