INFLUENCE OF ISO 9001:2015 QMS ON CUSTOMER SATISFACTION: THE CASE OF ETHIOPIAN TEXTILE INDUSTRY DEVELOPMENT INSTITUTE

Abstract

This research work tried to address the extent to which ISO 9001:2015 have an influence on service quality and customer satisfaction on Ethiopian Textile Industry Development Institute (ETIDI). The researcher carried out mixed methods research that included the qualitative and quantitative research methods. The primary and secondary data were collected through questionnaire, interview and revision of literatures on similar area of study. Out of the total population, 209 respondents were selected as sample of the study and completed questionnaire was collected from 144 of them. The collected data were then analyzed by using IBM SPSS (Statistical Packages for Social Science) Statistics Version 23 and the results were presented by tabulations and figures. The result on the existing condition of implementation of the ISO 9001 principles in ETIDI showed that the satisfaction levels of the respondents lay significantly at a medium. The level of customers’ satisfaction result on service quality of ETIDI which was evaluated using SRVQUAL model revealed that customers’ expectation is more than what they perceive in all the service quality dimensions though the difference is not as such significant. SPSS regression analysis was made to determine the extent of influence which ISO9001 has on customer satisfaction and showed a result of 82.8%. Consequently, it was concluded that ISO9001 QMS have statistically significant influence on customer satisfaction and customers’ in general are dissatisfied with the service quality of ETIDI.