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研究生: 裴氏香
研究生(外文): Bui Thi Huong
論文名稱: Impact of Service Quality on Standard ISO/IEC 17025 Implement Process of Test Laboratories in Vietnam
論文名稱(外文): Impact of Service Quality on Standard ISO/IEC 17025 Implement Process of Test Laboratories in Vietnam
指導教授: Hsing Ya Chang
指導教授(外文): Hsing Ya Chang
學位類別: 碩士
校院名稱: 樹德科技大學
系所名稱: 資訊管理系碩士班
論文出版年: 2011
畢業學年度: 99
語文別: 英文
論文頁數: 47
中文關鍵詞: ImpactService qualityTest Laboratories ISO/ IEC 17025 StandardQMSleadershipEmployee participationprocess control and improvement
外文關鍵詞: ImpactService qualityTest Laboratories ISO/ IEC 17025 StandardQMSleadershipEmployee participationprocess control and improvement
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Standard ISO/IEC 17025 has been applied in many Testing laboratories in Vietnam as well as in Laboratories worldwide for the past years. This study aimed at assessing the impact of implementation to ISO/IEC 17025 in testing laboratories in Vietnam.

Thus, the very aim of this study is to investigate the impact of ISO/IEC 17025 application on testing performance, or simply stated, how the application of ISO/IEC 17025 can influence the internal staff and the company’s partner as well as external customers about the company’s identity, customers’ satisfaction and their loyalty to the company.

One of the key factors leading to the success implementation of Standard ISO/IEC 17025 is the internal human resources, equipment. Thus, the very aim of this study is to investigate the impact of Standard ISO/IEC 17025 application on testing performance, or simply stated, how the application of Standard ISO/IEC 17025 can influence the internal staff and the company’s partner as well as external customers about the company’s identity, customers’ satisfaction and their loyalty to the company.  Besides, the thesis closely looks into the impact of Standard ISO/IEC 17025 on the testing performance of testing service, especially with a focus on the service quality of implementation.  In this thesis, a sample model has been developed and suggested by conducting a survey questionnaires on employees, among 120 Testing laboratories in Vietnam, and their employees performing tests.


Abstract    i
Abbreviations  ii
Table of contents  iv
List of tables  vi
List of figures  vii
Chapter 1 Introduction  1
1.1 Research Background  1
1.2 Statement of Problem  3
1.3 Research Motive  4
1.4 Research Purpose  5
1.5 Thesis structure  6
Chapter 2 Literature Review  8
2.1 Overview of Quality Management System  8
2.2 ISO 17025 Success Factors  11
2.3 Main Benefits of Correctly Implemented ISO/IEC 17025:  12
2.4 History and status of ISO/IEC 17025  13
2.5 Definition of Quality Management System  14
2.5.1 Quality  14
2.5.2 Customer satisfaction  14
2.5.3 System  14
2.5.4 Management System to establish policy and objectives and to achieve those objectives.  15
2.5.5 Quality management system  15
2.6 The Role of implementing ISO/IEC 17025 in Testing Laboratories  15
2.7 The key factors of  implementing ISO/IEC 17025  16
2.7.1 Leadership  16
2.7.2 Staff’s participation  18
2.7.3 Technology support:  18
2.7.4 Process control and Improvement  20
2.7.5 Service quality  21
2.7.6 Performance  21
Chapter 3 Research methodology  23
3.1 Research Hypotheses and Framework  23
Testing Performance  24
3.2 Research Hypotheses  25
3.3 Operational Measurement of the Research Constructs  25
3.4 Data Collection:  27
3.4.1 Measurement Scale:  27
3.4.2 Data analysis  28
Chapter 4 Data analysis and Results  30
4.1 Descriptive Statistics  Analysis of sample demographics  30
4.2 Reliability Analysis of Research Variables  31
4.3 Factor Analysis  32
4.4 Regression Analysis  34
4.4.1 Linear Regression Analysis for H1 : Service quality poses positive impacts on testing performance  34
4.4.2 Linear Regression Analysis for Testing H2, H3, H4, H5  34
Testing  36
Performance  36
Chapter 5 Conclusion  37
5.1 Findings and Contribution  37
5.2 Contributions for research.  38
5.3 Limitation  38
5.4 Future Research Suggestions  39
References  40
Appendix  44


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