DETERMINANTS OF ISO 9001 QUALITY MANAGEMENT SYSTEM EFFECTIVENESS AMONGST ELECTRICAL AND ELECTRONICS MANUFACTURING FIRMS IN MALAYSIA

The study aims to investigate the critical factors that influence the effectiveness of the ISO 9001 Quality Management System (QMS) amongst electrical and electronics (E&E) manufacturing firms in Malaysia. Data were gathered from a survey of respondents from eighty-eight E&E manufacturing firms in Malaysia. The results signify that there are positive and significant influences of internal motivation on the continuous improvement, internal motivation on the prevention of non-conformities, employee attributes on the customer satisfaction, employee attributes on the prevention of non-conformities, and top management commitment on the continuous improvement. However, the study found positive and insignificant relationships between the internal motivation with the customer satisfaction, employee attributes with the continuous improvement, top management commitment with the customer satisfaction, and top management commitment with the prevention of non-conformities. The theory, practical, and literature implications of these findings are further discussed.