Relative Importance of the Factors under the ISO-10015 Quality Management Guidelines that Influence the Service Quality of Certification Bodies

Abstract

This study presents a suitable methodology for evaluating the relative importance of factors under the ISO-10015 standard that influence the service quality of certification bodies. Specifically, this study applied the fuzzy analytic hierarchy process (FAHP) method to select the most appropriate factors influencing the service quality of certification bodies. The key research approaches involved the FAHP method and corresponding questionnaires distributed to experts on the Taiwan Training Quality System.

In the evaluation process, a consistency index (C.I) and consistency ratio (C.R) are used to evaluate the consistency of the assessment process. The C.I and C.R values for both objects and criteria were lower than 0.1, indicating satisfactory consistency. According to the overall weights assigned to the objects and criteria, the following three factors most strongly indicated improvement directions for the service quality of certification bodies: customer relationship management processes (weight: 33.18%), human resource quality (weight: 17.00%), and financial performance (weight: 14.88%). According to the results, the FAHP method facilitates evaluating, determining, and ranking factors influencing the service quality of certification bodies according to their weights.