The Impact of Iso 9001 Effectiveness on the Performance of Service Companies
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The impact of ISO 9001 effectiveness on the performance of service companies
Evangelos L. Psomas
Department of Business Administration of Food and Agricultural Enterprises, University of Western Greece, Agrinio, Greece
The impact of ISO 9001 effectiveness 149
Received 7 May 2012 Revised 17 October 2012 Accepted 29 November 2012
Angelos Pantouvakis
Department of Maritime Studies, University of Piraeus, Piraeus, Greece, and
Dimitrios P. Kafetzopoulos
Department of Business Administration of Food and Agricultural Enterprises, University of Western Greece, Agrinio, Greece
Abstract
Purpose – The purpose of this paper is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard’s objectives and determine its impact on the performance dimensions of service companies related to product/service quality, operational and financial performance. Design/methodology/approach – An empirical study was carried out using a sample of 100 ISO 9001:2008 certified service companies. Data were obtained from the quality managers of the companies through a structured questionnaire. Exploratory factor analyses are applied to extract the latent factors of the indicators of ISO 9001 objectives and performance dimensions. Multiple linear regression analyses are also applied in order to determine the impact of ISO 9001 effectiveness on the performance dimensions of service companies. Findings – The findings of the present study confirm the dimensionality of the ISO 9001 effectiveness (evaluated by the degree of achievement of the standard’s objectives, namely prevention of nonconformities, continuous improvement and customer satisfaction focus) and reveal its significant contribution to the performance of the service companies. The product/service quality and operational performance of the service companies are directly and
The impact of ISO 9001 effectiveness on the performance of service companies
Evangelos L. Psomas
Department of Business Administration of Food and Agricultural Enterprises, University of Western Greece, Agrinio, Greece
The impact of ISO 9001 effectiveness 149
Received 7 May 2012 Revised 17 October 2012 Accepted 29 November 2012
Angelos Pantouvakis
Department of Maritime Studies, University of Piraeus, Piraeus, Greece, and
Dimitrios P. Kafetzopoulos
Department of Business Administration of Food and Agricultural Enterprises, University of Western Greece, Agrinio, Greece
Abstract
Purpose – The purpose of this paper is to define and subjectively measure ISO 9001 effectiveness as the achievement of the standard’s objectives and determine its impact on the performance dimensions of service companies related to product/service quality, operational and financial performance. Design/methodology/approach – An empirical study was carried out using a sample of 100 ISO 9001:2008 certified service companies. Data were obtained from the quality managers of the companies through a structured questionnaire. Exploratory factor analyses are applied to extract the latent factors of the indicators of ISO 9001 objectives and performance dimensions. Multiple linear regression analyses are also applied in order to determine the impact of ISO 9001 effectiveness on the performance dimensions of service companies. Findings – The findings of the present study confirm the dimensionality of the ISO 9001 effectiveness (evaluated by the degree of achievement of the standard’s objectives, namely prevention of nonconformities, continuous improvement and customer satisfaction focus) and reveal its significant contribution to the performance of the service companies. The product/service quality and operational performance of the service companies are directly and