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Siltori PFS, Simon Rampasso I, Martins VWB, Anholon R, Silva D, Souza Pinto J. Analysis of ISO 9001 certification benefits in Brazilian companies. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2020. [DOI: 10.1080/14783363.2020.1756246] [Citation(s) in RCA: 13] [Impact Index Per Article: 2.6] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/24/2022]
Affiliation(s)
| | - Izabela Simon Rampasso
- School of Mechanical Engineering, University of Campinas, Campinas, Brazil
- Laboratory of Technology, Business and Environment Management, Federal Fluminense University, Niterói, Brazil
| | - Vitor W. B. Martins
- School of Mechanical Engineering, University of Campinas, Campinas, Brazil
- Department of Production Engineering, State University of Pará, Belém, Brazil
| | - Rosley Anholon
- School of Mechanical Engineering, University of Campinas, Campinas, Brazil
| | - Dirceu Silva
- Faculty of Education, University of Campinas, Campinas, Brazil
| | - Jefferson Souza Pinto
- School of Mechanical Engineering, University of Campinas, Campinas, Brazil
- Federal Institute of São Paulo, Bragança Paulista, Brazil
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Sun X, Wen D, Yan D, Li Y. Developing and validating a model of ISO 9001 effectiveness gap: empirical evidence from China. TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE 2019. [DOI: 10.1080/14783363.2019.1665867] [Citation(s) in RCA: 6] [Impact Index Per Article: 1.0] [Reference Citation Analysis] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 10/26/2022]
Affiliation(s)
- Xiaojing Sun
- School of Management, Shandong University, Jinan, People’s Republic of China
| | - Decheng Wen
- School of Management, Shandong University, Jinan, People’s Republic of China
| | - Dongwei Yan
- School of Management, Shandong University, Jinan, People’s Republic of China
| | - Yaping Li
- School of Management, Shandong University, Jinan, People’s Republic of China
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Nurcahyo R, Kristiningrum E, Sumaedi S. ISO 9001-certified public healthcare center’s efficiency and re-certification. INTERNATIONAL JOURNAL OF PRODUCTIVITY AND PERFORMANCE MANAGEMENT 2019. [DOI: 10.1108/ijppm-11-2018-0406] [Citation(s) in RCA: 1] [Impact Index Per Article: 0.2] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
The purpose of this paper is to measure the efficiency of ISO 9001-certified public healthcare center in Jakarta, Indonesia and examine the impact of “re-certification“ on the efficiency.
Design/methodology/approach
The sample of the research is 30 ISO 9001-certified district public healthcare centers in Jakarta. The data envelopment analysis (DEA) and the Man–Whitney U test were applied.
Findings
The research result showed that there is a variation in efficiency values of ISO 9001-certified public healthcare centers that this research studied. There are only 23 percent of the public healthcare centers that can be categorized as the technically efficient public healthcare center. Furthermore, this research also found that there are no significant efficiency value differences among the groups of public healthcare center based on the number of “re-certification” the center experienced.
Research limitations/implications
This research only involved ISO 9001-certified public healthcare center from Jakarta, Indonesia.
Practical implications
Registering ISO 9001 for the public healthcare center does not guarantee that the public healthcare center will have better efficiency. The government and the public healthcare center management should ensure that the ISO 9001 implementation method used by the public healthcare center is appropriate for improving the efficiency of the public healthcare center.
Originality/value
There is a lack of research that studied the efficiency of ISO 9001-certified public healthcare center. Furthermore, there is no research that investigates the effect of “re-certification“ on efficiency. This research fulfills the literature gaps.
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Yarmen M, Sumaedi S, Bakti IGMY, Rakhmawati T, Astrini NJ, Widianti T. Investigating patient loyalty. INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES 2016. [DOI: 10.1108/ijqss-01-2015-0005] [Citation(s) in RCA: 4] [Impact Index Per Article: 0.4] [Reference Citation Analysis] [Abstract] [Track Full Text] [Subscribe] [Scholar Register] [Indexed: 11/17/2022]
Abstract
Purpose
This research aims to investigate the simultaneous effect of trust, subjective norm, image and perceived risk on patient loyalty.
Design/methodology/approach
This research used quantitative research methodology. The authors surveyed the patient of a healthcare service institution in Depok, Indonesia, and 163 of the institution patients participated in the survey. Multiple regressions analysis was performed to analyze the empirical data.
Findings
The findings showed that subjective norm and image have positive influence on patient loyalty. However, this research also found that trust and perceived risk do not have significant impact on patient loyalty.
Research limitations/implications
The author(s) used convenience sampling method, and the sample only involved respondents from a healthcare service institution in Depok, Indonesia. Hence, the findings of this research may not be generalized to the other contexts. Therefore, we recommend further research to replicate this research to examine the stability of this research’s findings.
Practical implications
The research results show that subjective norm and image affect the patient loyalty. Thus, the management of healthcare service institution should consider and manage all of these factors proactively.
Originality/value
This study is believed to be the first to develop and test patient loyalty model that includes trust, subjective norm, image, perceived risk and trust.
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