A study of the relationship between ISO 9000 performance and customer satisfaction based on Taiwan and China company of Taiwanese.

• Main Authors: JUNG-CHIN LIN, 林榮進
• Other Authors: Shu-Fang Liu
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/57626025772493642248

碩士 === 國立高雄應用科技大學 === 國際企業系 === 97 === In recent years, many scholars have studied for the ISO9000 (Inter -national Organization for Standardization 9000 Family) performance, such as “The advantages of early-movers implementing ISO 9000 certification”, ” The ISO9000 implementation performance of the Industrial or governmental enterprises”, and “The key successful factors of ISO9000 systems”. However, the study on the relationship among the training items (management & skill course), training budget and ISO 9000 implementation performance as well as the influence to the customer satisfaction were less researched; thus the above issues will be the goal of this study. While the Taiwanese companies scatter widely in China, the defined scope of “Taiwanese China company”, based on the biggest certification body -- the South Branch of SGS Taiwan Ltd., is the companies registered as Taiwanese companies and holding Taiwan & China two-site plants, not restricted by their industrial categories, scale and locations. The total parent sample size is about 450, and the sample size is 75. All questionnaires were sent and collected by e-mail. The interviewees are aimed at the management representatives or the doers of ISO 9000 system. The research result reveals：When “management courses” are more than “skill courses” in training items, the ISO 9000 implementation performance is better, and the higher organization’s ISO 9000 performance, the better customer satisfaction. However, the hypothesis of higher budget does the better ISO 9000 performance is rejected. It will be an interesting issue for a further research.