khazzartech الاقتصاد الصناعي
Volume 14, Numéro 1, Pages 54-83
2024-06-30
Strategic Perspective Of The Quality Of Service Under The Standards And Specifications Of Iso 9000
Authors : Belhadj-ezzine Fethia . Abdelhadi Mohamed .
Abstract
This study aims to highlight the strategic dimension of service quality, which organizations seek to achieve by adopting ISO 9000 specifications, in order to increase their market share locally and internationally, and develop their services according to the principles of total quality management. The strategic dimension results from the use of international standards in service delivery, which demand excellence in satisfying customer demands and expectations as well as ongoing service quality improvement. The organization seeks certification in accordance with international standards and documentation of its qualifications from these organizations. By identifying the strategic dimensions of service quality that are distinguished by efficiency and excellence, which take into account the highest standards of service provision and requirements that should be focused on during service delivery, as well as the qualification strategy and alignment with standard spec, the primary goal of this study is to understand the necessity of organizations adopting total quality management standards with the ISO global specifications
Keywords
Strategic perspective of the quality ; Service Quality ; Strategic Dimension of Service Quality ; ISO 9000 ; Standards and Specifications .
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