Hadidi, L; Assaf, S; Aluwfi, K and Akrawi, H (2017) The effect of ISO 9001 implementation on the customer satisfaction of the engineering design services. International Journal of Building Pathology and Adaptation, 35(2), pp. 176-190.
Abstract
This study shows that the ISO 9001 certificate may not always demonstrate an evidence of improving customers' satisfaction levels of the engineering design services and, hence, a gap analysis should be implemented to define possible areas of improvement.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | ISO 9000; customer satisfaction; quality; Saudi Arabia; certification; design management |
| Index terms: | certification, Saudi Arabia, implementation, gap analysis, engineering design, ISO, customer satisfaction, evidence, satisfaction, design management |
| Subjects: | performance measurement, administrative processes, project delivery, standards development, Geography, service delivery, design process, evaluation and assessment methods, contractual arrangements |
| Topics: | Quality Management, Contract Administration, Digital Applications, Project Management, Design Practice, Procurement, Geographical Context, Research Practice, Stakeholder Management |
| Descriptive scope: | 3 PCA |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here