經濟與管理論叢(Journal of Economics and Management)  
  Volume 13, No. 1  
  February, 2017  
     
 

Relative Importance of the Factors under the ISO-10015 Quality

 
Management Guidelines that Influence the Service Quality of
  Certification Bodies  
   
 

Ping-Lung Huang

 
 

Graduate Institute of Business Administration, Fu Jen Catholic University, Taiwan

 
     
  Bruce C.Y. Lee  
  Department of Finance and International Business, Fu Jen Catholic University, Taiwan  
     
  Chen-Song Wang  
  Graduate Institute of Business Administration, Fu Jen Catholic University, Taiwan  
     
  Chi-Te Sun  
  Graduate Institute of Business Administration, Fu Jen Catholic University, Taiwan  
   
 

Abstract

 

This study presents a suitable methodology for evaluating the relative importance of factors under the ISO-10015 standard that influence the service quality of certification bodies. Specifically, this study applied the fuzzy analytic hierarchy process (FAHP) method to select the most appropriate factors influencing the service quality of certification bodies. The key research approaches involved the FAHP method and corresponding questionnaires distributed to experts on the Taiwan Training Quality System.

In the evaluation process, a consistency index (C.I) and consistency ratio (C.R) are used to evaluate the consistency of the assessment process. The C.I and C.R values for both objects and criteria were lower than 0.1, indicating satisfactory consistency. According to the overall weights assigned to the objects and criteria, the following three factors most strongly indicated improvement directions for the service quality of certification bodies: customer relationship management processes (weight: 33.18%), human resource quality (weight: 17.00%), and financial performance (weight: 14.88%). According to the results, the FAHP method facilitates evaluating, determining, and ranking factors influencing the service quality of certification bodies according to their weights.

This study provides practical findings regarding the provision of service by certification bodies. Furthermore, the current findings can serve as a reference for future research.

   

 

 

Keywords:  ISO-10015, Fuzzy Analytic Hierarchy Process (FAHP),                   importance factors, certification body, service quality

 

 

JEL classification:  M10, M42

 

 
   

 

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