Impact of Implementing the Quality Management System ISO 9001 on Customers’ Satisfaction in the Banking Sector (Case Study- Syria International Islamic Bank)
published by Syrian Virtual University
in 2016
in
and research's language is
العربية
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Abstract in English
The research aimed to measure the impact of the application of the quality management system according to ISO 9001 standards on customer satisfaction in the banking sector, and the goal of this measurement is to discover how the customers perceive the benefits of quality management system, It also aims to discover the strengths and weaknesses of the application of this system to enhance the strengths and treat the weaknesses, and to make continuous improvement for the quality management system. In addition to this to work on developing the customer confidence in the services that are provided by the Bank.
References used
ISO 9000:2005, Quality management systems — Fundamentals and vocabulary
El Tigani, O. (2011) "The Impact of the Implementation of the ISO 9000 Quality Management System upon the Perception of the Performance of the Organization's Worker", Global Journals Inc. (USA), Volume 11 Issue 8 Version 1.0
Psomas, L. E., Pantouvakis, A. and Kafetzopoulos, P. D. (2012) "The impact of ISO 9001 effectiveness on the performance of service companies" Journal of Managing Service Quality" Vol 23, No 2