The influence of iso 9000's certification on business performance directly and through customer satisfaction (the case on manufacturing companies in jakarta)

Lukman, Hendro and Alaxanria, Bernike The influence of iso 9000's certification on business performance directly and through customer satisfaction (the case on manufacturing companies in jakarta). Karya Ilmiah Dosen. ISSN 978-979-9234-54-4

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Abstract

The implementation of ISO 9000 in Indonesia, including in Jakarta has become a necessity for companies to meet customer satisfaction on the quality of products so as to improve company performance. A phenomenon occurs on companies that have already had the certificate of ISO 9000, not all managed to improve their performance.There are companies that are still not stable, even decline their businesses. This study aimed to analyze the effects of the implementation of ISO 9000 which consists of Quality Cost, Quality Improvement and Innovation of products to improve Business Performance directly and through Customer Satisfaction. The results showed that the Quality Cost has a significant effect and a positive direction, the Quality Improvement has no effect but has a p ositive direction, and Innovation has no effect and has a negative direction towards Customer Satisfaction. Customer Satisfaction subsequently has a positive influence on Business Performance. Other results showed that Quality Cost, Quality Improvement and Innovation have positive effects on Business Performance, but only Innovation does not significantly affect Business Performance. From this study it can be concluded that the implementation of ISO 9000 is less favorable to the customer's satisfaction, but the implementation of ISO 9000 and Customer Satisfaction can improve Business Performance.

Item Type: Article
Uncontrolled Keywords: ISO 9000, Customer Satisfaction, Business Performance
Subjects: Karya Ilmiah Dosen > Fakultas Ekonomi
Divisions: Fakultas Ekonomi > Akuntansi
Fakultas Ekonomi > Manajemen
Depositing User: Ekonomi FE Tarumanagara
Date Deposited: 19 Jul 2017 18:46
Last Modified: 19 Jul 2017 18:49
URI: http://repository.untar.ac.id/id/eprint/1516

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