Ibtissam El Moury https://orcid.org/0009-0000-6175- 0380 , Houda Kacimi https://orcid.org/0000-0003-3771- 996X , Sara Fennane https://orcid.org/0000-0003-0953-9056 , Adil Echchelh https://orcid.org/0000-0002-5302-4255

© El Moury Ibtissam, H. Kacimi, S. Fennane, A. Echchelh. Article available under the CC BY-SA 4.0 licence


(English) PDF


Statistical modeling serves as a valuable tool for analyzing and resolving complex issues through the application of mathematical and statistical techniques. In the Moroccan context, where the services sector contributes more than 50% to the national wealth, there is a noticeable absence of such applications to gauge the impact of the ISO 9001 certified quality management systems on the organizational performance of companies.
To address this gap, we have constructed a causal model to quantify the strength of causeand- effect relationships among the following key elements:
• processes within a quality management system and their impact on organizational performance,
• the influence of management responsibility process on all aspects of the quality management system, and
• the relationship between the organizational and financial performance.
This model is developed using Structural Equation Modeling (SEM) and estimated through the Partial Least Squares (PLS) approach, utilizing the XL-Stat software.
The research involved a sample of 55 Moroccan service firms certified with ISO 9001 across various sectors. Face-to-face surveys were the primary data collection method, engaging multiple executives within the organizations.
The findings of this research validate our conceptual model, revealing that:
• certain processes within the quality management system positively and weakly correlate with the organizational performance,
• the 'Management Responsibility' process has a positive influence on all aspects of the quality management system, and
the organizational performance strongly and positively impacts the financial performance.
Moreover, our model facilitates the computation of direct and indirect effects among its components, transforming cause-and-effect relationships into structural equations. Our research contributes to enhancing the understanding of the dynamics between quality management systems and the organizational performance in the Moroccan service sector.


statistical modeling, PLS approach, organizational performance, Quality Management System (QMS), ISO 9001 certification.


Ataseven, C., Nair, A. and Prajogo, I., (2015). ISO 9000 Internalization and Organizational Commitment – Implications for Process Improvement and Operational Performance. IEEE Transactions on Engineering Management, Vol., 6, No. 1. pp 5–17.

Asa Rönnbäck, Lars Witell and Bo Enquist, (2009). Quality management systems and value creation, International Journal of Quality and Service Sciences, Vol. 1, No: 3 pp 241-254. Doi:10.1108/17566690911004186

Ben Ali Mohamed, Said Rifai, Said Barrijal and Otmane Bouksour, (2020). Proposal of a causal model to measure the impact of quality on industrial performance: a case study from Moroccan context. Int. J. Productivity and Quality Management, Vol. 30, No. 2, pp. 143–167.

Barrijal Said, Mohamed Ben Ali, Said Rifai and Otmane Bouksour (2021). ‘Quality: from industrial performance to societal responsibility. Case of young industrial enterprises located in the region of Tetouan, Morocco’. International Journal of Industrial and Systems Engineering. Vol. 39, No. 1, pp. 123–150. https://doi.org/10.1504/IJISE.2021.117684

Barna, L., Roxana, D., (2021). The influence of the implementation of ERP systems on the performance of an organization, Proceedings of the 15th International Conference on Business Excellence, Vol 15, No 1, pp. 268–279.

Chin, W. W., (1998). The partial least squares approach to structural equation modeling, in Marcoulides, G.A. (Ed.): Modern Methods for Business Research, pp. 295– 336, Lawrence Erlbaum Associates, Publisher, Mahwah, NJ.

Chenhall, R. H., (2005) ‘Integrative strategic performance measurement systems, strategic alignment of manufacturing, learning and strategic outcomes: an exploratory study’, Accounting, Organizations and Society, Vol 30, No 5, pp. 395–422.

Chebir Adil, Omar Taouab, El Moury Ibtissam and Adil Echchelh, (2022). Issues of harmonization of ISO 9001 standard and PCI Secure SLC –Electronic Banking and Certification in Morocco: potentials and risks. Colloquium-journal, 29(152), pp. 39–47.

Chee Chuong, S., Power, D. and Singh, P. J. (2010). A resource dependence theory perspective of ISO 9000 in managing organizational environment. Journal of Operations Management, Vol 29, pp. 49–64. Doi: 10.1016/j.jom.2010.04.002

Chin, W. W., (2010) How to write up and report PLS analyses, in Esposito Vinzi, V., Chin, W.W., Henseler, J. and Wang, H. (Eds.): Handbook of Partial Least Squares, Concepts. Methods and Applications, pp. 655–690, Springer, Heidelberg. https://doi.org/10.1007/978-3-540-32827-8_29

Calvo-Mora, A., Leal, A. and Roldan, J., (2005). Relationships between the EFQM Model Criteria: A Study in Spanish Universities. Total Quality Management, Vol 16, No 6, pp. 741-770.

Dean, J., Bowen, D., (1994). Management theory and total quality: improving research andpractice through theory development. Academy of Management Review, Vol. 19, No. 3, pp. 392–418.

Deming, E. W., (1986). Out of the Crisis, MIT/Center for Advanced Engineering Studies, Cambridge, MA.

El Moury, I., Hadini, M., Chebir, A. and Echchelh, A., (2020). Impact of ISO 9001 Certification on Organizational Performance: State of the Art’. International Journal of Innovation and Applied Studies, Vol 31, No 3, pp. 648–654. http://www.ijias.issrjournals.org/abstract.php?article=IJIAS-20-348-15

El Moury Ibtissam, Mohamed Hadini, Adil Chebir, Mohamed Ben Ali and Adil Echchelh, (2023). Proposal of a causal model measuring the impact of an ISO 9001 certified Quality Management System on financial performance of Moroccan service- based companies. Statistics in Transition new series, Vol 24, No 2, pp. 159–184. DOI 10.59170/stattrans-2023-026

El Moury Ibtissam, Adil Chebir, Ben Ali Mohamed and Echchelh Adil, (2023). Modelling the Impact of an ISO9001 Certified Quality Management System on the Commercial Performance of Moroccan Service Firms. Advances and Applications in Statistic, Vol. 88, No.1, pp. 49–73. http://dx.doi.org/10.17654/0972361723039

El Moury Ibtissam, Kacimi Houda, Fennane Sara and Echchelh Adil, (2024). Contribution to statistical modeling: the relationship between quality management system processes and financial performance, Advances and Applications in Statistics, Vol. 91, No. 6, pp. 761–780. https://doi.org/10.17654/0972361724040.

Echour Saida, Taibi Nbigui, (2021). Motivations related to the quality management system and benefits of its implementation in the company: state of the art, IEEE 13th International Colloquium of Logistics and Supply Chain Management (LOGISTIQUA), 2-4 Dec. 2020, Fez, Morocco, HST (EST) – Sidi Mohamed Ben Abdellah University. [Viewed 01 April 2021]. Available from: https://ieeexplore.ieee.org/abstract/document/9353877/metrics#metrics

Evangelos, P., Dimitrios, K., (2014). Performance measures of ISO 9001 certified and non-certified manufacturing companies. Benchmarking: An International Journal. Vol. 21, No. 5, pp. 756–774. Doi.org/10.1108/BIJ-04-2012-0028

Farrukh, I. Farah, N. and Faizan, N., (2016). Financial Performance of Firms: Evidence from Pakistan Cement Industry. Journal of Teaching and Education, Vol. 5, No. 1, pp. 81–94.

Fornell, C., Larcker, D. F., (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, Vol 18, No. 1, pp. 39–50.

Ganyam, A. L., Ivungu, J. A., (2019). Effect of Accounting Information System on Financial Performance of Firms: A Review of Literature. Journal of Business and Management, Vol. 21, No.5, pp 39–49.

Gefen, D., Straub, W. D. and Boudreau, M-C., (2000). Structural equation modelling and regression: guidelines for research practice. Communications of the Association for Information Systems, Vol. 4, No.7, pp. 1–79.

Hadini, M., (2020, Feb). The Concept of Industrial Performance: State of the Art. International Journal of Innovation and Applied Studies, Vol. 28, No. 3, pp. 726–739. http://www.ijias.issrjournals.org/abstract.php?article=IJIAS-19-323-05

Hulland, J., (1999). Use of partial least squares (PLS) in strategic management research: a review of four recent studies. Strategic Management Journal, Vol 20, No 2, pp. 195–204.

Hadini Mohammed, (2020). Doctoral thesis in Industrial Engineering: Change Management through the Quality, Health-Safety & Environment 'QSSE' Approach as a lever for industrial performance management. Case study of a multinational company based in Morocco. Hassan 2 University, Morocco.

Isuf, L., Mane, A., Ilir, K., Remzi, K., (2016). A Literature Review On Iso 9001 Standards. European Journal of Business, Economics and Accountancy, 4(2), pp. 81–85.

ISO, (2022). About ISO, March 2022, [online] Available: https://www.iso.org/fr/aboutus.html.

Jang, W. Y., Lin, Ch. I. (2008). An integrated framework for ISO 9000 motivations, depth of ISO implementation and firm performance: The case of Taiwan. Journal of Manufacturing Technology Management, Vol. 19, No. 2, pp. 194–216.

Jacobowicz, E. (2007) Contributions to Structural Equation Models with Latent Variables, Doctoral Thesis, National Conservatory of Arts and Crafts of Paris.

Katerina, D. Gotzamani, George-D, Tsiotras, (2002). The true motives behind ISO 9000 certification: Their effect on the overall certification benefits and long-term contribution towards TQM. International Journal of Quality & Reliability Management, Vol. 19, No. 2, pp 151-169. Doi:10.1108/02656710210413499.

The Axcion lexicon. Edition (2019).

Matheus, B. C, Fabiane, L. L, de Toledo, J. C., (2021). The Impact of ISO 9001 Certification on Brazilian Firms’ Performance: Insights from Multiple Case Studies. International Journal of Economics and Management Engineering, Vol. 15, No. 8, pp. 677–683. https://publications.waset.org/10012139/the-impact-of-iso-9001-certification- on-brazilianfirms-performance-insights-from-multiple-case-studies

Moulai Ali, M. (2012). PhD thesis in economics: The performance of the national cement industry in the light of contractual theories of organizations, University of Oran, Algeria.

Nunnally, J. C., and Bernstein, I. H., (1994). Psychometric Theory, 3rd ed., McGraw- Hill, New York. O’Donnell, A. (2013), The contribution of networking to small firm marketing. Journal of Small Business Management, Vol. 52, No. 1, pp. 164–187.

Nilsson, U., (2000). Att integrera ledning system, SIS Forum, Stockholm, 56 s. Normann, R. and Ramirez, R., (1993), Strategy and the art of reinventing value. Harvard Business Review, Vol. 71, No. 5, pp. 50–1.

Jaulient, P., (2012). How do you measure the performance of a company?, Les Echos, viewed 24 May 2021: http://archives.lesechos.fr/archives/cercle/ 2012/12/26/cercle_61804.htm.

Rafoi, A., (2016). Top 5 KPIs for Distribution, Bit software, viewed 30, March 2022: https://info.bitsoftware.eu/blog/bitsoftware-ro/5-indicatori-de-performan ta-importanti-pentru-industria-de-distributie.

Serhan, A. El Hajj, W., (2019). Impact of ERPS on Organizations’ Financial Performance. Proceedings of the 13th International Conference on Business Excellence, Vol. 13, No. 1, pp. 361–372.

Singh, P. J., (2008). Empirical assessment of ISO 9000 related management practices and performance relationships. International Journal of Production Economics. Elsevier, Vol. 113, No.1, pp. 40–59. https://ideas.repec.org/a/eee/proeco/v113y2008i1p40-59.html.

Tenenhaus, M., Esposito Vinzi, V., (2005). PLS regression, PLS path modeling and generalized procrustean analysis: a combined approach for PLS regression, PLS path modeling and generalized multiblock analysis. Journal of Chemometrics, 19(3), pp. 145–153.

Thaver, I., Wilcock, A., (2006). Identification of overseas vendor selection criteria used by Canadian apparel buyers: Is ISO 9000 relevant? Journal of Fashion Marketing and Management, Vol. 10, No. 1, pp 56–70. https://doi.org/10.1108/13612020610651123.

Terziovski, M., Guerrero, J-L. (2014). ISO 9000 quality system certification and its impact on product and process innovation performance. International Journal of Production Economics, Vol 158, pp.197–207. Doi: 10.1016/j.ijpe.2014.08.011.

Valmohammadin, C., Kalantari, M., (2015). The moderating effect of motivations on the relationship between obtaining ISO 9001 certification and organizational performance. The TQM Journal, Vol. 27, No. 5, pp. 503–518. http://dx.doi.org/10.1108/TQM-05-2014-0042.

Wetzels, M., Odekerken-Schroder, G. and Vanopen, C., (2009). Using PLS path modeling for assessing hierarchical construct models: guidelines and empirical illustration. MIS Quarterly, Vol. 33, No. 1, pp. 177–195.

Back to top
© 2019–2024 Copyright by Statistics Poland, some rights reserved. Creative Commons Attribution-ShareAlike 4.0 International Public License (CC BY-SA 4.0) Creative Commons — Attribution-ShareAlike 4.0 International — CC BY-SA 4.0