The evaluation of ISO 9000 in terms of client satisfaction to Philippine contractors

• Main Authors: Mendoza, Martin Earl T., Balasbas, Cresencio, III
• Format: text
• Language: English
• Published: Animo Repository 2010
• Subjects: Total quality management; Quality assurance > Management; Consumer satisfaction; ISO 9000 Series Standards; Civil Engineering
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/9323
• Institution: De La Salle University

In the Philippines, there are only a few number of construction companies that are ISO accredited. Researchers want to push contractors to start applying for it and to process it. This study focused on getting an overview if companies that are ISO credited are really giving its clients well-deserved satisfaction. Client satisfaction is defined in seven aspects which are performance, features, conformance, reliability, durability, aesthetics and serviceability. The results of the analysis gave the researchers analytical graphs and scores that led the group to assess the difference between ISO contractors and Non-ISO contractors. The difference in the graphs in ISO contractors is that there is a higher percentage of the clients that are satisfied with the work they give compared to Non-ISO contractors. The score of ISO contractors dictated the same result with a score of 3.638 against the score of non-ISO contractor of 3.355. The findings also found that there are five aspects in which ISO contractors excelled more in which are performance, features, conformance, serviceability and aesthetics.