The impact of ISO certification awareness on purchase intentions: the mediating role of perceived quality, brand image and customer satisfaction

Research output: Contribution to conferencePaperAcademic

Abstract

ISO certification is widely accepted as a standard for quality assurance in organizations worldwide. Although research suggests that customers’ level of ISO certification awareness is positively related to perceived product quality, literature is inconclusive about the effect on customer satisfaction, brand image and purchase intentions. We developed and tested a structural equation model with survey data from 115 managers in the electronic component industry. Although ISO certification awareness is positively related to brand image, we found no direct effect on customer satisfaction. The results emphasize the indirect, mediating effects of ISO certification awareness through product quality. Improving perceived product quality positively impacts customer satisfaction and purchase intentions.
Original languageEnglish
Number of pages15
Publication statusPublished - 31 Mar 2021
EventIPSERA Online Conference 2021: Purchasing Innovation and Crisis Management - Online, Netherlands
Duration: 29 Mar 20211 Apr 2021
Conference number: 30
https://ipsera.com/ipseraonline2021

Conference

ConferenceIPSERA Online Conference 2021
Country/TerritoryNetherlands
Period29/03/211/04/21
Internet address

Keywords

  • ISO certification, purchase intentions, customer satisfaction, product quality, brand image

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