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Relationship of customer focus and continual improvement toward customer satisfaction for ISO 9001 certified companies in Jabodetabek: a case study of PT TUV Rheinland Indonesia customers

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Company has an intention to implement quality management system iso 9001 in order to increase customer satisfaction. There are eight quality management principles addressed in the iso 9000 and iso 9004 as family of iso 9001 to lead and operate an organization successfully in a systematic and visible manner towards improved performance. Customer focus and continual improvement as part of eight quality management principles will be pointed out in this thesis. This thesis is developed to research the relationship of customer focus and continual improvement toward customer satisfaction for iso 9001 certified companies. Parameters of need, expectation, response, communication and caring as variables for customer focus combining with parameter of method, effectiveness, alignment, react quickly and recognition as variables for continual improvement are observed toward customer satisfaction. Questionnaire is performed to get the research data. Data analysis uses ms-excel, spss and amos. The conclusion of this thesis is customer focus and continual improvement has strong relationship toward customer satisfaction for iso 9001 certified company.

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Availability

M00180

(wh)

Available

Detail Information

Series Title

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Call Number

180

Publisher

: Swiss German University., 2011

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

MBE

Specific Detail Info

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