THE RELATIONSHIP BETWEEN IMPLEMENTING ISO 9001:2015 QUALITY MANAGEMENT SYSTEM AND CUSTOMER SATISFACTION: A SAMPLE STUDY OF PHARMACEUTICAL AND MEDICAL SUPPLIES COMPANIES IN IRAQ

Abstract

This study examined the effect of implementing ISO 9001:2015 Quality Management System on customer satisfaction in pharmaceutical companies in Iraq. A quantitative methodology was used, questionnaires were distributed to (150) employees from four companies, and (111) responses was collected. The results showed a major positive effect of the Quality Management System on customer satisfaction. The study also revealed a strong relationship between Quality Management Systems and customer satisfaction, indicating that health institutions that adopt such systems are very effective.