Abstract

AMASIFEN, A. G. et al. Quality Management System based on ISO 9001: 2015 and its influence on the satisfaction of the services of a Peruvian automotive company. Entre Ciencia e Ingenieria [online]. 2022, vol.16, n.32, pp.16-21.  Epub July 15, 2023. ISSN 1909-8367.  https://doi.org/10.31908/19098367.2692.

The ISO 9001:2015 standard promotes the adoption of a process-based approach, guaranteeing the continuous improvement of organizations. The objective of the research was to improve satisfaction of the services provided in a Peruvian automotive company using a Quality Management System based on ISO 9001: 2015. A quantitative pre-experimental type design was applied, with a sample of 30 clients, to whom an instrument with Likert-type responses was applied to evaluate the quality of service and satisfaction of the applied process model. The results showed improvements concerning the customer satisfaction index, as well as the redesign and standardization of the company's processes. It is concluded that the system significantly influenced satisfaction of the services provided by the automotive company.

Keywords : Standardization of services; ISO 9001; Provision of services; Customer satisfaction; Quality management system.

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