Role of implementation ISO9001:2015 on customer’s satisfaction and employee’s performance Case study: worker national bank

Abstract

The study dealt with the role of implantation ISO 9001: 2015 certifications on customer satisfaction and employees performance The problem of the study is that many banking institutions are not concerned with the implementation ISO 9001: 2015, which makes them lose their competitive advantage. , The study tested the following hypotheses: - There is a statistically significant relationship between the implementation ISO 9001: 2015 and customer satisfaction, quality of service, employee performance and employee loyalty. The study used the analytical descriptive method using the SPSS program to analyze the results of the field study, and found that the implementation ISO 9001: 2015 system in the worker National Bank has a positive relationship with customer satisfaction with an average of (2.64) and a correlation coefficient (0.796) and a positive relationship with the quality of service with an average of (2.55) and correlation coefficients (0.818) and a positive relationship to the employees' performance with an average of(2.49) and correlation coefficients(0.897) and a positive relationship to the employees' loyalty with an average of (2.27) and a correlation coefficient of (0.618) at 99% confidence level. The study recommended a general recommendation to implementation of the ISO 9001: 2015 system on banks and institutions to increase efficiency and performance, increase competitive advantage, pay attention to employees' empowerment, raise awareness of the objectives of the organization, focus on good communication with the customer and special recommendations of the workernational Bank of which can represent potential weaknesses such as meetings and job descriptions. Communicate with customers and reduce service time.