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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