Quality Certification and Customer Satisfaction

A.H. Sutawijaya, I.L. Mochtar, L.C. Nawangsari
European Research Studies Journal, Volume XXI, Issue 3, 266-279, 2018
DOI: 10.35808/ersj/1059


The purpose of this paper is to investigate what services have to be developed further for the innovative growth of an organisation. The study will highlight strategic measures that are needed to be taken by the Center for Industrial Certification as an effort to improve the quality of services. The research uses descriptive explorative methods by means of data available for analysis using a Likert Scale and adopting a mixed methodology, qualitative and quantitative (Sekaran, 2003). Population and sample include a proportion of the industrial sector comprising of 391 companies which have obtained the certificate of the Indonesian National Standard (INS). The dependent variable is the level of customer satisfaction and independent variables are Tangibles, Reliability, Responsiveness, Assurance, Empathy. The Product Certification Body should be aware and understand the main priority needed and expected from certification service users. It is necessary to identify and clearly define the attributes of services based on customer requirements. One method of improvement is to improve the quality of the services provided to customers by using the Servqual (Service Quality) method.The research illustrates that the customers' INS certification can better understand the procedures and mechanisms for providing ISO certification. Assigning priority measures needed to be done, as an effort to improve the quality of service. The results of the study were able to determine the classification of the attributes of service certification on the basis of the relationship between the level of customer satisfaction and the degree of fulfilment of certification.

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