Improving business performance with ISO 9001: A review of literature and business practice

Abstract

This paper studies the impact of the ISO 9001 on business performance. In addition, the impact on business performance metrics is also investigated. These metrics are product, and service quality, customer satisfaction, financial performance, and operational performance. In the process of selection, 25 out of 110 papers were chosen for further analysis. The sum of samples is 6605. Therefore, the paper has moderate significance and moderate contribution in the domain of ISO 9001 certification. The key findings of this paper indicated that ISO 9001 certification can improve operational performance, customer satisfaction, financial performance, and overall business performance. However, negative impact of ISO 9001 on the mentioned constructs is also noted. For practical implication, companies may use this systematic review as a tool which may help in decision making regarding ISO 9001 standards certification or overall business performance improvement. (English) [ABSTRACT FROM AUTHOR], O)