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Investigating the Role of QMS implementation on customers’ satisfaction: A Case Study of SMEs
16 references·1 citing·53 second hopsampled
Investigating the Role of QMS implementation on customers’ satisfaction: A Case Study of SMEs (2019)Investigating the Role of QMS implementat…Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model (2015)Service quality perception an…The impact of ISO 9001 effectiveness on the performance of service companies (2013)The impact of ISO 9001 effect…Improving innovation and customer satisfaction through systems integration (2012)Improving innovation and cust…Certification and integration of management systems: the experience of Portuguese small and medium enterprises (2011)Certification and integration…A performance realization framework for implementing ISO 9000 (2011)A performance realization fra…What happened to the ISO 9000 lustre? An eight-year study (2010)What happened to the ISO 9000…Capitalising on ISO 9001 benefits for strategic results (2010)Capitalising on ISO 9001 bene…Shedding light on causation between ISO 9001 and improved business performance (2008)Shedding light on causation b…The impact of ISO 9000 on TQM and business performance (2007)The impact of ISO 9000 on TQM…The financial impact of standard stringency: An event study of successive generations of the ISO 9000 standard (2007)The financial impact of stand…Measuring Service Quality: Servqual vs. Servperf Scales (2004)Measuring Service Quality: Se…ISO 9000 registration’s impact on sales and profitability (2002)ISO 9000 registration’s impac…The impact of ISO registration on New Zealand firms’ performance: a financial perspective (2001)The impact of ISO registratio…The benefits of the implementation of the ISO 9000 standard: empirical research in 288 Spanish companies (2000)The benefits of the implement…Developing a model of quality management methods and evaluating their effects on business performance (2000)Developing a model of quality…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…La relación entre la calidad en el servicio, satisfacción del cliente y lealtad del cliente: un estudio de caso de una empresa comercial en México (2021)La relación entre la calidad …Out of the Crisis (1982)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)The Impact of Quality Management Practices on Performance and Competitive Advantage (1995)The Financial Impact of ISO 9000 Certification in the United States: An Empirical Analysis (2005)The effects of quality and environmental management on competitive advantage: A mixed methods study in the hotel industry (2015)Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Alternative measures of service quality: a review (2008)Critical success factors for TQM implementation and their impact on performance of SMEs (2009)ISO 9001 certification research: questions, answers and approaches (2009)Critical factors, food quality management and organizational performance (2013)Linking Halal food certification and business performance (2017)The ISO 9001:2015 Quality Management System Standard: Companies' Drivers, Benefits and Barriers to Its Implementation (2019)Detecting abnormal operating performance: The empirical power and specification of test statistics (1996)The relationship between total quality management practices and their effects on firm performance (2003)The Financial Impact of ISO 14001 Certification: Top-Line, Bottom-Line, or Both? (2013)The impact of standardized innovation management systems on innovation capability and business performance: An empirical study (2016)Why Create Value for Others? An Exploration of Social Entrepreneurial Motives (2016)ISO 9000: marketing motivations and benefits (1997)A journey toward total quality management through ISO 9000 certification ‐ a study on small‐ and medium‐sized enterprises in Singapore (1998)Smaller enterprises’ experiences with ISO 9000 (1998)ISO 9000 certification and the bottom line: a comparative study of the profitability of Basque region companies (2002)The effect of the ISO 9001 quality management system on the performance of SMEs (2012)The impact of ISO 9000 certification on firms’ financial performance (2015)Integrated management systems – three different levels of integration (2005)A synergetic model for implementing an integrated management system: an empirical study in China (2006)Selecting management systems for sustainable development in SMEs: A novel hybrid model based on DEMATEL, ANP, and ZOGP (2007)Quality management, environmental management and firm performance: direct and mediating effects in the hotel industry (2012)Drivers of green and non-green innovation: empirical evidence in Low-Tech SMEs (2013)The support of Quality Management to sustainable development: a literature review (2016)A Paradigm for Developing Better Measures of Marketing Constructs (1979)The validity of the SERVQUAL and SERVPERF scales (2007)Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2016)Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model (2020)What is total quality control the japanese way (1985)An Instrument for Measuring the Critical Factors of Quality Management (1989)A framework for quality management research and an associated measurement instrument (1994)The Implementation and Impact of ISO 9000 among Small Manufacturing Enterprises (2005)Simultaneous consideration of TQM and ISO 9000 on performance and motivation: An empirical study of Spanish companies (2007)A Multidimensional Approach to the Influence of Environmental Marketing and Orientation on the Firm’s Organizational Performance (2008)An Index of Factorial Simplicity (1974)Acceptance of mobile banking in Islamic banks: evidence from modified UTAUT model (2018)Service quality and customer satisfaction: The moderating effects of hotel star rating (2019)How perceived risk, benefit and trust determine user Fintech adoption: a new dimension for Islamic finance (2021)Case Study Research: Design and Methods (1984)Case study research: design and methods (2011)Open Innovation through Customer Satisfaction: A Logit Model to Explain Customer Recommendations in the Hotel Sector (2021)Effects of Perceived Value and Customer Service on Brand Satisfaction (2023)Building trust in sustainable brands: Revisiting perceived value, satisfaction, customer service, and brand image (2025)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2004Measuring Service Quality: Servqual vs. Servperf Scales581 cited
  • 2015Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model431 cited
  • 2011Certification and integration of management systems: the experience of Portuguese small and medium enterprises233 cited
  • 2002ISO 9000 registration’s impact on sales and profitability219 cited
  • 2000Developing a model of quality management methods and evaluating their effects on business performance202 cited
  • 2008Shedding light on causation between ISO 9001 and improved business performance168 cited
  • 2000The benefits of the implementation of the ISO 9000 standard: empirical research in 288 Spanish companies162 cited
  • 2013The impact of ISO 9001 effectiveness on the performance of service companies146 cited
  • 2010What happened to the ISO 9000 lustre? An eight-year study126 cited
  • 2007The impact of ISO 9000 on TQM and business performance124 cited
  • 2010Capitalising on ISO 9001 benefits for strategic results121 cited
  • 2001The impact of ISO registration on New Zealand firms’ performance: a financial perspective102 cited
  • 2012Improving innovation and customer satisfaction through systems integration

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97 cited
  • 2007The financial impact of standard stringency: An event study of successive generations of the ISO 9000 standard97 cited
  • 2011A performance realization framework for implementing ISO 900097 cited
  • Cited by

    • 2021La relación entre la calidad en el servicio, satisfacción del cliente y lealtad del cliente: un estudio de caso de una empresa comercial en México386 cited