Customer Expectation Views
Analysis on Personality Traits, Professional Competency and Customer Satisfaction for ISO 9001 QMS Auditors-A Preliminary Investigation in Taiwan

摘要：

　　This research discussed the relationship among personality traits,professional competency and customer satisfaction for ISO 9001 QMS auditors,from “importance expectation“ viewpoints of audited companies in Taiwan.Questionnaires were used to collect the data from ISO 9001 QMS certificated companies.SPSS 19.0 and Amos were used to analyze the data for responded questionnaires.Therere 181 valid questionnaires in the research.From Cronbachs
analysis,coefficient values verified the design reliability of our questionnaire.Results from analysis of those data for those “importance expectation“ during the certification processes showed that,H1(Personality Traits have a positive effect on Professional Competency)and H3(Professional Competency have a positive effect on Customer Satisfaction)hypothesis held; and H2(Personality Traits have a positive effect on Customer Satisfaction)hypothesis was rejected.From our research,the key characteristic for customer satisfaction enhancement will be auditors professional competency.By taking the specific personality traits into account,results from analysis of those questionnaires can provided as a reference base for the third-party certification organizations for their auditors qualification definition and training purposes.

作者: REN-CHIEH LIAO

作者单位: Department of Industrial Engineering and Management,Chienkuo Technology University,No.1,Chieh Shou N.Rd.,Changhua City,Taiwan,R.O.C

会议类型: 国际会议

会议名称: 2014 International Conference on Management and Engineering(CME 2014)(2014管理与工程国际会议)

会议地点: 上海

会议语种:英文

页码: 1-6

在线出版日期: 2014-05-24（万方平台首次上网日期，不代表论文的发表时间）