ANALİTİK HİYERARŞİ SÜRECİNİ KULLANARAK ISO 9001: 2008’E DAYALI KALİTE YÖNETİM SİSTEMİ İLE MÜŞTERİ MEMNUNİYETİ ARASINDAKİ İLİŞKİNİN DEĞERLENDİRİLMESİ

Yıl 2015, Cilt: 5 Sayı: 9, 25 - 37, 11.03.2016

Alparslan Oğuz , Talha Ustasüleyman

Öz

ISO 9001 standartları, ISO tarafından uluslararası standart olarak yayınlanan ve birçok ülkede belgelendirme modeli olarak uygulanmakta olan bir uluslararası kalite yönetim sistemidir. Bu çalışmada, ISO 9001:2008 kalite yönetim sisteminin müşteri memnuniyetine üzerindeki kritik başarı faktörlerini belirlemek amaçlanmıştır. Bu nedenle literatürdeki çalışmalardan yararlanarak ISO 9001: 2008 kalite yönetimi sistemi ile müşteri memnuniyeti arasındaki ilişkiyi tanımlayan hiyerarşik yapı oluşturulmuştur. Ardından Analitik Hiyerarşi Süreci yaklaşımı kullanılarak değerlendirme yapılmıştır. Değerlendirme sonucunda ISO 9001: 2008 kalite yönetim sisteminin müşteri memnuniyeti üzerinde en yüksek önem derecesine sahip ana kriterin tüketilen hammadde kalitesi olduğu tespit edilmiştir.

Anahtar Kelimeler

ISO 9001Kalite Yönetim Sistemi , Analitik Hiyerarşi Süreci , Müşteri Memnuniyeti

Kaynakça

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