Investigation of the Influence of Establishment of Quality Management System based on ISO 10015 on Customers' Satisfaction (Internal and External), Case study: Saman Insurance Company Branches All Over Iran
Journal Title: International Research Journal of Applied and Basic Sciences - Year 2013, Vol 6, Issue 4
Abstract
The present research is a quasi-experimental research which uses pretest and posttest with single group. Statistical population of the research includes 450 people of the insurance company as internal customers and 1400 agents were selected as external customers which were selected based on Morgan Table as sample in Saman Insurance Company. Sampling method was multi-step cluster sampling. The mean of internal customers' satisfaction was 56.42 before ISO establishment and it was 68.43 after establishment and the difference between means before and after establishment was 12.01 and the mean of external customers was 62.28 before establishment and 70.81 after establishment and the difference between the means before and after establishment of ISO was 8.53. correlated samples t test was used to investigate the significance of the difference. The difference between means before and after establishment of ISO (P? 0.001, t=12.79) for internal customers and the difference between means before and after establishment of external customers (P? 0.001, t=28.25) were statistically significant. Furthermore, investigation of the dimensions of SERVQUAL questionnaire before and after establishment of ISO 10015 is summarized in the following table, which is all statistically significant.
Authors and Affiliations
Mohammad Hadi Asgari| Assistant Professor, Department of Business Management & Accounting, Tonekabon Branch, Islamic Azad University, Tonekabon, Mazandaran , Iran, Nasim Maddahi| M.A Student of Educational Management, Tonekabon Branch, Islamic Azad University, Tonekabon, Mazandaran, Iran
Keywords
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