Relationship between ISO 9001:2008 Certification and Service Quality of Kenya Plant Health Inspectorate Service in Nairobi Kenya

Author(s)

Alfred Kibet Tanui , Dr. Jennifer Munyua , Sr. Lucy Wanza ,

Download Full PDF Pages: 31-41 | Views: 1104 | Downloads: 269 | DOI: 10.5281/zenodo.3445851

Volume 6 - October 2017 (10)

Abstract

The purpose of this study is to establish a relationship between ISO 9001:2008 certification and service quality of Kenya Plant Health Inspectorate Services (KEPHIS). The study was informed by Deming’s theory. The study adopted correlational research design. The target population was 130 respondents from KEPHIS. A sample size of 97 respondents was chosen for the study. The data collection instrument that was used to collect was questionnaires and interview schedule. The data collected were analyzed using descriptive statistics such as frequency, percentages and means and inferential statistics which included the Pearson correlation and regression analysis. The findings revealed that customer focus has a positive and significant effect on service quality. However, system approach management does not have a significant effect on service quality. The study concludes that customer focus is critical towards enhancing the quality of service of the organization. From the findings of the study, the study recommends organization under the guidance of the management to set up systems that would enhance their level of interaction with the customers

Keywords

System Approach, Customer Focus, ISO, KEPHIS, Service Quality

References

  1. Chris M., & Gimenez, G. (2014). The benefits of the implementation of the ISO 9000 Standards: Empirical research in 288 Spanish companies. The Total Quality Management Magazine, 12(6), 432-440.
  2. Cox, Jeff; Goldratt, Eliyahu M. (2013). The goal: a process of ongoing improvement. [Croton-on-Hudson, NY]: North River Press.
  3. Crosby, P. B. (2015). Quality is free: The art of making quality certain. New York.
  4. Downs, C. W., & Adrian, A. D. (2012). Assessing organizational communication: Strategic communication audits. Guilford Press.
  5. Edgar, M., Terziovski, M., & Samson, D. (2011). Relationship of ISO 9001: 2010 quality system certification with operational and business performance: A survey in Australia and New Zealand-based manufacturing and service companies. Journal of Manufacturing Technology Management, 19(1), 22-37.
  6. Furrer (2010). Improve Operational Performance. Retrieved from http://centricconsu lting.com/business-consulting/improve-operational-performance
  7. Golafshani, N. (2011). Understanding reliability and validity in qualitative research. The qualitative report, 8(4), 597-606.
  8. Iso, E. N. (2012). 9000: 2012. Quality management systems-Fundamentals and vocabulary (ISO 9000: 2012).
  9. Kumar and Balakrishnan (2011). The role of TQM and BPR in executing quality improvement: a comparative study. European Journal of Business and Management, 5(1), 1-9.
  10. Macharia, (2010). Linking quality assurance to human resource management: a study of SMEs in Malaysia. International Journal of Quality and Reliability Management, 27(6), pp.641 – 657.
  11. Magd and Curry (2011). The implementation and performance outcomes of ISO 9000 in service organizations: An empirical taxonomy International Journal of Quality & Reliability Management Volume: 26 Issue: 7
  12. Meisinger and Wagner (2013), ‘Quality management and quality assurance – Vocabulary, ISO 8402’, International Organization for Standardization, Geneva.
  13. Terziovski et al (2014). The expectancy-disconfirmation paradigm: a critique. Journal of Hospitality & Tourism Research, 25(2), 107-131.
  14. Tsiotras & Gotzamani, (2013). Competency-based Recruitment and Selection. Chichester: John Wiley & Sons.
  15. Wanambisi, P. W. (2010). Sustaining continual improvement in ISO certification in public institutions: a case of ISO certified public institutions in Kenya (Doctoral dissertation, University of Nairobi, Kenya).
  16. Zeithaml, Valerie A., Parasuraman, A. & Berry, Leonard L. (2010) Delivering Service quality: Balancing Customer Perceptions and Expectations. The Free Press, New York, N.Y.

Cite this Article: