ISO9000认证对制造型企业经营绩效影响的实证研究

目前，ISO9000质量管理体系认证在中国十分盛行。但是否实施ISO9000认证可以改善企业的经营绩效？目前国内对这一领域的实证研究较少。为了从实证角度认识ISO9000质量管理体系认证与企业经营绩效的关系，在文献研究和与企业质量管理部门人员访谈的基础上，本文提出了一个以顾客满意为中间变量分析ISO9000质量管理体系认证与企业经营绩效关系的结构模型，并通过对112家认证过的制造型企业的问卷调查检验了该模型。对所得的数据进行因果关系分析的结果表明：ISO9000质量管理体系认证对顾客满意有显著的正向影响作用；顾客满意对企业经营绩效并没有显著的正向影响。

Demonstration Research on Influence of ISO9000 to Manufacturing Enterprise Business Performance

Currently, ISO9000 quality certificate is popular in China. Whether ISO9000 can improve enterprise business performance? There are just a few empirical researches on this field. For understanding the relationship between ISO9000 and enterprise business performance in the angle of demonstration, the article gives a structure model on the analysis of relationship between ISO9000 and enterprise business performance using customer satisfaction as the intermediate variable based on the documents research and interviews to enterprise management. Through the questionnaire to 112 enterprises passed the ISO9000, the analysis result indicates that: there's significant positive effect that ISO9000 quality certificate to customer satisfaction; and there's no significant positive effect that ISO9000 quality certificate to customer satisfaction.