Relationship of ISO 9001:2000 quality system certification with operational and business performance: A survey in Australia and New Zealand‐based manufacturing and service companies

Abstract

Purpose This research paper aims to explore the relationship between ISO 9000 certification and organisational performance by developing an ISO 9000 relationship model. Design/methodology/approach A survey instrument was used for quantitative data collection based on a global survey in collaboration with the Anderson School of Business, UCLA. All items were measured on a five point modified Likert scale. The data were analysed statistically by means of Statistical Package for Social Scientists. Factor analysis was performed. Multiple regressions was used to test the hypotheses. Both validity and reliability of the measures were checked in order to reduce measurement error. Findings The res..