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- W1842973561 abstract "This paper Analyses the impact of ISO 9001:2000 management Practices on customer satisfaction among the listed manufacturing companies in the Colombo Stock Exchange. This paper is carried out among 10 Listed Manufacturing Companies in the Colombo Stock Exchange. The scope of this study was limited to companies that use only with the ISO 9001:2000 certification. The objective of this study is to assess whether the management practices in the ISO 9001:2000 framework brings about Customer satisfaction among the listed manufacturing companies in Sri Lanka. The management practices included Management policies, plans and actions; Focus on Customers, Capable employees, Reliable Suppliers, Sound communication Systems and Steady processes. Customer satisfaction consists of business performance, customer satisfaction and Consistent Quality Output. This study provides a trend analysis of the identified companies’ business performances and further explores the development of a prediction model between the ISO 9001:2000 Management practices and Customer satisfaction. This study assess how well companies are following the ISO 9001:2000 management practices through the use of well planned out questionnaires. A total of 100 questionnaires were distributed among the 10 listed manufacturing companies targeting managers responsible for quality, operations, production, procurement and other key areas. Further cross-sectional data is analysed for the period 2003-2007 to assess the identified companies’ business performances. SPSS 16 and Eviews 5 software packages have been used to model data, analyse and to test hypothesis using regression and correlation techniques. In this research 10 hypotheses were accepted and this study provides valuable insight to standards setting bodies and companies. This study provides empirical evidence of a relationship between ISO 9001:2000 Management Standards and Organisational Performance." @default.
- W1842973561 created "2016-06-24" @default.
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- W1842973561 date "2012-01-01" @default.
- W1842973561 modified "2023-09-25" @default.
- W1842973561 title "An Analysis of the Critical Factors of ISO 9001:2000 Management Practices and Customer Satisfaction of the Selected Listed Manufacturing Companies in Sri Lanka" @default.
- W1842973561 doi "https://doi.org/10.2139/ssrn.2171521" @default.
- W1842973561 hasPublicationYear "2012" @default.
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