Publicación:

"Quality Management System (ISO 9001:2015) to Improve Customer Satisfaction in a Beauty Salon: Evidence from Montalvo Salon & Spa - San Miguel"

Resumen

"This proceeding paper will present an applied research project that was created to aid in the design and development of a Quality Management System (QMS) at Montalvo Salon and Spa - San Miguel, which complies with ISO 9001:2015. The research focused on the inconsistency of service delivery at Montalvo Salon and Spa and the lack of proper training, documentation, and monitoring. By utilizing a combination of the SERVQUAL Model and Customer Satisfaction Index (CSI) with internal process reviews, this research identified the biggest expectations versus perception gaps in the area of responsiveness and empathy, creating an opportunity to standardise and manage employee competencies through process improvement. The proposed QMS will be implemented in four phases, including: (i) Diagnosis and gap analysis, (ii) Process design and documentation using risk-based thinking, (iii) Capacity building, and (iv) Performance evaluation via Key Performance Indicators (KPIs), internal audits, and Management Reviews. The proposed QMS will also align with ISO 14001 and ISO 45001 to ensure safe and hygienic operations from an environmental and occupational perspective. Anticipated results of implementing the proposed QMS will include increased satisfaction scores for services provided, a decrease in nonconformities/complaints received, and a stronger culture of ongoing improvement using the Plan-Do-Check-Act (PDCA) method. Additionally, it provides a model that can be easily replicated within other similar service-based businesses in the emerging-market sector. © 2026 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved."