International Journal of Heritage, Tourism and Hospitality vol.

15, issue 1 (2021), 38-50

International Journal of Heritage, Tourism and Hospitality

journal homepage: [Link]

Implementation of ISO 9001:2015 in a Student Hostel: The Interested Parties' Perspective

Mohammed Fathy, Mahmoud M. Hewedi, Azza Ali, Ayman Abdelhakim
Faculty of Tourism and Hotels, Fayoum University, Egypt

ARTICLE INFO ABSTRACT

Keywords: ISO 9001 is a wide-implemented quality management system (QMS)
ISO 9001 standard. It was implemented in all sectors, including hospitality.
Implementation However, previous research exposed the lack of research on ISO
Students' hostels 9001 at institutional establishments, e.g., students' hostels. Thus, this
Employees study was conducted to bridge this gap in hospitality literature. This
Interested Parties study explores the perspectives of interested parties- customers
(students), employees and managers towards the implementation of
ISO9001: 2015 at a student's hostel. Based on a constructive
worldview, this study used an exploratory case study design.
Multiple methods were used for collecting data from three groups of
stakeholders', namely customers (students) (n=334); employees
(n=150) via self-administrative questionnaires and managers/
directors and supervisors (n= 17) via structured interview. Sampling
techniques included a random sample for students, surveying for
employees, and purposive sampling for managers and supervisors.
Quantitative data obtained from questionnaires were statistically
analyzed using SPSS and qualitative data was thematically analyzed.
The results revealed that the interested parties- customers (students)
and employees have an important role in the implementation of ISO
9001. In addition, the qualitative analysis underlined the main
perceived barriers and benefits for implementation of ISO 9001 at
the students' hostel. One limitation of this study is the nature and
design of the study which utilized case study. Thus, findings cannot
be generalized for other institutions. This study is the first on
students' hostels in developing context. It contributes to the literature
by filling in the gap of ISO9001in welfare and non-profitable
establishments. This may guide future research on this era in
hospitality industry

©2021 Faculty of Tourism and Hotels, Fayoum University All rights reserved

1. Introduction attending lectures, conducting research in libraries,

or studying in student hostels. Imtiaz (2019) stated
Today, universities are not only a researchable or
that a hostel offers lodging and food at fair prices
educational base, but also a perfect life for students,
to groups of students or persons. In hostels, a
particularly those who left their homes to study
community of young men and women from diverse
because they spend the majority of their time


Contact Mohammed Fathy at: mfm03@[Link]
 M. Fathy et al. / IJHTH vol 15 issue 1 (2021) 38-50

backgrounds, both domestic and educational, are contribution of stakeholders, which were four
expected to absorb the attitudes and qualities factors, influenced sustainable development.
needed to live together. Often, students learn from Another study investigated the “mycological
each other as much or more than from their evaluation of serving some dairy products with
instructors. Thus, by staying in the hostel, the special reference to mycotoxins production in
educational reality can be realized in no small Azhar University student hostels” (Khalifa, et al,
measure (Khan, et al, 2020). 2013)
The issues with the students' hostels have been
1.1 Study Problem
underlined by many researchers in the literature.
Adebisi et al. (2017) described a hostel as not a Service quality in the hospitality industry requires
natural element of an action for learning in the consistent delivery of services and products
educational sector but rather a support facility used according to developing standards. One of the key
to improve education efficiency, improve challenges facing hospitality managers is providing
cleanliness, orderliness, security, and enhance quality service, as it is an imperative condition for
student's performance and efficiency in learning. A success in the growing, competitive, international
hostel typically consists of shared facilities, such as hospitality markets (Kapiki, 2012). To maintain a
a kitchen, toilet, reading room, guest hall, reception reasonable level of product and services quality,
area, entertainment room, etc. Some universities several standards (e.g., ISO), parameters, and
provide such services to students inside the campus criteria were developed and implemented through
and some outside the campus. different ages.
The availability of university student hostels has While most studies on ISO 9001 have been
been one of the core aspects that students and their undertaken in manufacturing or service industries;
parents are worried about when they enroll in a relatively few studies have been conducted on ISO
university. The importance of hostels as a major 9001 in the hospitality industry. Between 2006 and
determinant of human well-being, sustenance, and 2021, at least, 12 studies were conducted to
survival cannot be overemphasized (Afolabi et al., investigate the impact of ISO 9001
2019). It is, and will still be, a primary concern for certification/implementation on hospitality
individuals, families, and the environment. organizations in different countries such as Spain,
Students take into account the hostels before Portugal, Egypt, the Philippines, and Kenya. Most
selecting the faculty they want to join, among other of the studies used questionnaires as a data
things (Ajayi, et al,. 2015). collection tool, minority used document analysis or
In Egypt, Al-Azhar University in Cairo, Egypt, is a interviews and most of the sample were the
pioneering example of universities that have employees. However, there is no in-depth study on
provided their students' residential facilities. Since ISO on students' hotels. Thus, this study is here to
its inception in 969 AD, it has offered its living-on- bridge this gap in hospitality literature. This study
campus students a full educational system explores the roles and perspectives of interested
consisting of a theological and educational parties- customers (students) and employees
environment. At that moment, the students' hostels towards the implementation of ISO9001: 2015 at a
of thinking is that a university is in charge for the student's hostel.
individual's overall preparation, including social In Fayoum University in the academic year
and personal education, and must have student 1985/86, cooperation was formed between the
housing facilities (Hassanain, 2008). administration and the Fayoum governorate,
Amer (2020) indicated in his study about provided that these students' hostels are
“Evaluating Practices of University Student subordinated to the university to provide all the
Hostels towards Meeting the Requirements of services provided to students in other university
Sustainable Development” that this study hostels. This was accomplished as of December
examines the economic, social, and environmental 1985, and since that year, students living in hostels
practices of university student hostels to meet the have obtained both health and social care
requirements of sustainable development. Also, his agreements and nutrition, equivalent to all other
findings exposed that awareness of management, university hostels. With years, the building and
leadership & management participation facilities of the students' hotels were progressed
willingness of employees, and finally the and increased in Fayoum University. Recently,
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2005-2008 the female hostel was built in the West to be obtained and the organization to be certified
of the District of Eltaaweniat, which could (Betlloch-Mas, et al, 2019;Wolniak, 2019).
accommodate 1,200 students. In the academic year While most studies on ISO 9001 have been
2007/2008, the University hostel B for female undertaken in manufacturing or services industries;
students was append in the West Eltaaweniat relatively few studies have been conducted on ISO
District, which was able to accommodate 1,200 9001 in the hospitality industry. Between 2006 and
students ([Link], 2020).Unfortunately, 2021, at least, 12 studies were conducted to
through time, students' hotels in Fayoum investigate the impact of ISO 9001
University faced many problems and challenges, certification/implementation on hospitality
including food poisoning of 100 female students in organizations in different countries such as Spain,
2010 and same problem in 2008 (.[Link], Portugal, Egypt, the Philippines, and Kenya. Most
2020 ). Besides, the low quality of food service, of the studies used questionnaires as a data
accommodation, communication among students collection tool; minority used document analysis or
and staff as well as and malpractices of some interviews. Also, most of the sample was the
members of supervisory staff were highlighted as employees. However, there is no in-depth study on
main issues facing students’ hotels (Hassanain, ISO on students' hotels.
2008).
2.2 Interested parties
The implantation of QMS should help in improving
the products, service and hostels performance (e.g., The ISO 9001:2008 standard was revised in
Amer, 2020). Thus, although many studies were September 2015. When compared to the version
conducted in relating to different aspects of from 2008, there are numerous differences (Sari et
students’ hostels, there is no in-depth study on the al., 2017;Fouzi et al., 2021), including adding
Implementation QMS in hostels in Egypt. clause 4.2 which focusing on “relevant interested
Consequently, this study fills in the research gap parties” (ISO, 2015). To be related, the interested
related to students' hostels and ISO 9001: 2015 party have to have some real or possible impact on
implementation. the quality of the products and services (Fonseca,
2015). Establishments face a variety of challenges
2. Literature Review
as a result of these changes such as customers'
2.1 ISO 9001- quality management system requirements (ISO, 2020). They generally deal
with the structure of the standard, dealing with
The International Association for Standardization
external and internal parties, process orientation,
(ISO) issues thousands of standards annually. In
knowledge management, top management support
1987, ISO issued the ISO 9000 series of standards,
and dealing with risks and opportunities. From now
including ISO 9001(Croft, 2012; Manders et al,
on, there will be a “High-Level Structure” that will
2016). Thousands of establishments in all sectors
apply to all future ISO management system
have implemented, got certified, and accredited
standards, allowing for consistent handling and
based on ISO 9001 as the most widely applied
easier integration of various management systems
quality management system (QMS). ISO
(Abuhav, 2017).
9001:2015 (the most up to date version of ISO
An interested party is an individual or business that
9001) outlines the requirements for implementing
can involve, be affected by, or perceive themselves
QMS and applies to any industry, regardless of the
to be affected by a decision or activity that’s related
size or the location of establishment. It covers the
the scope of the QMS. There may also be
infrastructure, procedures, processes, operations
requirements specified by internal interested
and resources required to assist establishments in
parties, for example, management and staff
controlling and improving their performance, as
(permanent and temporary). Typically these would
well as guiding them toward efficiency, customers'
include shareholders, owners, employees, trade
service, and product quality (Rybski, et al, 2017;
unions, providers, management, partners,
Fonseca & Domingues, 2018; Betlloch-Mas et al,
customer, government entities, media society, and
2019). In sum, the process of adopting a QMS is
any other individuals or establishments interested
divided into various stages which concluding in the
in the business or firm (Pretesh, 2019).
completion of an external audit, which, if passed,
The needs and expectations of external and internal
authorize the ISO 9001:2015 quality certification
parties that have an impact on the establishment's

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QMS will be attentively examined (Wolniak, this study are students (customers), employees, and
2019). In addition, processes, including input and managers.
output, as well as process key figures, must be 2.3 The roles of interested parties in ISO
properly described. In addition, top management implementations
will be held more accountable for the efficacy of To be certified by ISO 9001: 2015 standard;
the QMS (Abuhav, 2017). There will be an hereby, the organization must meet the needs of
increased demand for employees' competency interested parties to enhance the establishment
development in knowledge management. performance; it must also analyze the conversation
Employee knowledge will be more strongly with numerous actors who have well-defined goals
focused this way, and competency development and expectations (Rybski et al., 2017; Fouzi et al.,
will be thoroughly documented. Interested parties 2021). According to, ISO9001:2015 requirements,
are more likely to trust establishments if they have the organization or establishment considers only
an ISO certification. Furthermore, it motivates the interested parties which have been determined
businesses to always develop to obtain certification to be relevant to its QMS. In this regard, Pretesh
(Rybski et al., 2017; Walaszczyk, 2018). The main (2019) mentioned that the establishment can make
interested parties are: a decision to determine additional needs and
1. Customers: They are the most important expectations that will assist in meeting its quality
interested parties who use the products and/or objectives. However, it is at the firm’s discretion
services of the establishment. They directly whether or not to accept other requirements to
affect the ability of the organization by satisfy interested parties beyond what is required
satisfying their needs by understanding their by QMS.
needs, expectations, and requirements. In addition, the requirements are to determine what
2. Employees (Internal customers): Even though interested parties are relevant to the QMS, and the
they are not purchasers of the establishment's requirements of these parties that can affect the
products and/or services, they want to work in QMS. Due to the roles and effects of interested
an environment that encourages them to fulfill parties on the QMS implementation and
the needs and expectations of the end certification, so it is significant to collect all the
customers. information that is needed for the QMS
3. Suppliers: They are the external providers implementation. This is also fundamental for
those usually sign different kinds of contracts shaping who is a relevant interested party for the
and approvals to supply and provide the needs, implemented QMS, including customers
materials, and services' agreements, etc to the (students in this case) , employees and top
establishments. In addition, in many cases the management (Hammar, 2021). The role(s) of each
organizations and suppliers may have to be interested party is determined by the establishment
implemented and certified based on QMS. and specifically the quality assurance unit based on
4. Government and non-government the ISO 9001:2015 clauses. The roles of all
establishments: Many sectors in hospitality interested parties must be integrated to meet the
industry, including students' hostels must meet requirements of the QMS. This should facilitate
the legal requirements and operational the internal and external audits and positively
procedures that prove that their products and influence the establishment performance.
services meet such legal requirements. For ISO 9001 is the world best-known and most
example, the quality and safety of provided popular quality management standard, is to be
meals for students as well as the implemented quickly with minimal investment.
accommodation and study areas requirements. there is 5-step to get certified (9001Simplified,
In the case of the hostel as an institutional system 2021):
made up of several actors and interested parties Step 1: is preparing a small or medium-sized
with various functions and areas of responsibility organization to achieve ISO 9001 certification
who work independently to enable the hostel to – including deciding on the implementation
achieve its goals and carry out its functions in the plan. It provides the basis for the operation as
most efficient way possible while maintaining a a critical phase and has an impact on the ISO
high level of service quality(Abuhav, 2017; Fouzi system's long-term success.
et al., 2021). The interested parties investigated in

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Step 2: Documentation writing is frequently reduction in costs and waste, training). External
regarded as the hardest phase in implementing benefits are those that have an impact on customers
it. Documents must satisfy the technical and society as a whole (e.g. customer satisfaction,
standards of ISO 9001 which certain people better relationships with stakeholders, improved
find difficult to comprehend, interpret, and image) (Wilcock & Boys, 2017; Fonseca &
apply for their enterprise. Domingues, 2018).
Step 3: Implementation: during the implementation The most important reasons for certification given
process, the persons concerned will introduce by Egyptian organizations: “improve the efficiency
procedures and be able to change their work of the quality system,” “pressures from
processes and improve them properly. In some competitors/foreign partners,” “maintain/increase
ways, the implementation of ISO 9001 market share,” “meet government demands,” and
demands nearly all staff to adapt their method “comply with consumer requirements.” Some
of working (for example, how they use organizations also indicated that without ISO 9001
documents). The benefits of change and certification, they would be unable to secure a large
efficient, non-bureaucratic, and user- number of contracts (Magd & Curry, 2003;
friendliness of new processes must be visible Sampaio et al., 2009).
to the success of ISO. Additionally, Lourenço & Fonseca (2012) stated
Step 4: Internal audits are self-inspections for the that the most important motivations were
effectiveness of the ISO 9001 system. They are organization image and customer pressure; the
performed before and periodically thereafter most important perceived benefits are customer
certification is achieved. Internal audits are satisfaction, better organization image, and better
conducted by staff who has received auditors' relations and communications with customers;
training; however, they may want to be there is a significant relationship between internal
externalized. The aim is to ensure that ISO motivations and internal benefits; there is a positive
9001 is complied with, as are processes and relationship between QMS certification and
working instructions. organizational performance motivation.
Step 5: Certification after a completed audit Conversely, the implementation of ISO 9001is
performed by an impartial third-party auditor, facing many barriers worldwide. When the
the organization receives ISO 9001 decision to implement is made, there are different
certification. This audit can be carried out on barriers to be overcome. Certification does not
location or remotely. ensure a smooth QMS deployment as the process
brings about the organization's unavoidable
2.4. Benefits of & Barriers to ISO 9001
changes. Many forces against it present obstacles,
Certification
for example, change resistance barriers, low
Perceived motivations and benefits of ISO 9001 departmental interdependence, lack of top
implementation and certification can be divided management commitment, bureaucratic
into two levels: internal and external motivations. dominance, lack of internal communication
Internal motivations are associated to attain between employees and between employees and
organizational improvement, whereas external the management, Inadequate communication of
motivations are mostly associated with needs at all levels of an organization, lacking
promotional and marketing motivations, customer training, change of culture, process identification
pressures, and market share improvement and management difficulties (Bounabri et al,
(Sampaio et al., 2009). Similarly, Tarí et al. (2012) 2018).
extract that the benefits of ISO 9001 can be divided
3. Methodology
into two categories: internal and external,
including, people-related, operational, customer, The study adopted case study methodology as its
and financial benefits, which might then be design to achieve this study purpose. The
classified as internal or external. Internal benefits researchers believed that a case study would enable
include improvements to organizational processes them to understand the relationship between the
that have a positive impact on operational and effects of basic principles of ISO 9001 and improve
people management issues (e.g. increase in Fayoum University hostel performance for girls.
productivity, improvement in efficiency and

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A case study is a “research method involving an data obtained from questionnaires were statistically
up-close, in-depth, and detailed examination of a analyzed using SPSS, 23. Qualitative data were
particular case” (Bhatta, 2018). Woodside, (2010) manually thematically analyzed. For the reliability
also defined a case study as “an empirical inquiry statistics of the questionnaire of students Cranach's
that investigates a contemporary phenomenon Alpha was accepted (.83) and for staff
within its real-life context, especially when the questionnaire was (.87). In the case of interview,
boundaries between phenomenon and context are 17 interviews achieved the saturating level of data.
not evident”.
4. Results and Discussion
The case study strategy is dealt with researching a
unit of study (A single case study) or more than one 4.1. Employees' perspectives of ISO
unite (multiple case studies) (Robson & Mccartan, Implementation
2016). Furthermore, the case study strategy is The main aim of questioning the employees was to
unique because it contributes to a particular kind of identify their roles and perspectives towards the
knowledge related to other strategies (Yin, 2004). steps of ISO implementing at their student hostel.
One of the main disadvantages of a case study is The analysis showed that the response rate of
that the data collected cannot necessarily be employees' rate was 75.33% (113/150), which is a
generalized to the wider population. Also, some of relatively accepted rate. The findings revealed that
the case studies are not scientific and Case studies nearly everyone of employees (99.1%) working at
are generally performed on one person, but they
the implementation students’ hostels were aware
also tend to be a single data-gathering
that the employee’s perspective towards the steps,
experimenter. This can lead to bias in the collection
efforts of the students’ hostels for implementing
of data, which can influence results more than in
and get certified according to the standards of ISO
different designs. Furthermore, it is also very
9001:2015.
difficult to draw a definite cause/effect from case
In sequence to the awareness of the process, table
studies (Bhatta, 2018).
(1) illustrate that employees' opinion towards the
The design also appeals to social researchers, even
involvement in the implementing and certification
as critics doubt the integrity of case studies. Case
process, where 88.5% of employees engaged in the
studies are rich in data, qualitative, and include a
certification process, and 11.5% did not participate.
range of evidence sources. Design proponents are
These findings may be due to the nature of work of
laborious to evaluate too many qualitative results.
some employees. However, for implementing
Data triangulation is, however, generally
QMS, all types and levels of staff member should
considered to increase the credibility of case
be involved, not only the quality assurance team.
studies. If researchers only obtain a single source
The results indicate that 30.1 % of the employees
of data, it is recommended that they should choose
had been involved in concentrate on non-
different design elements (Smith, 2018).
confirmative points identified during the internal
Based on previous studies, including Bounabri et
and external audits; while15.9 % of them had been
al.( 2018); Lourenço & Fonseca (2012);
involved in sensitization/ Awareness. Also, 13.3%
expectations (Rybski et al., 2017), three methods
had been involved in Auditing, 12.4% had been
were used for collecting data; self-administrative
involved in coordination, 9.7 had been involved in
questionnaires (one for students and the other for
documentation, and only 7.1% had been involved
employees), and structured interviews for
in Decision making.
managers. In addition, the structured interviews
used a structured- interview schedule based on a Table 1
predetermined and standardized or identical set of Participation of employees in ISO9001:2015
questions (Lourenço & Fonseca 2012). implementation
In this study three groups of stakeholders were Total
investigated; customers (students) (n=334); Variables
F. %
employees (n=150) and managers/ directors and Participation in Yes 100 88.5
supervisors (n= 17). Sampling techniques included the certification No 13 11.5
a random sample for students (N=1800) and survey process? Total 113 100
for employees (N=150), and purposive sampling Ways of Decision making 8 7.1
for managers and supervisors (N=17). Quantitative participation in Documentation 11 9.7
ISO9001:2015 Coordination 14 12.4
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implementation Awareness 18 15.9 Neutral 46 40.7

process Auditing 15 13.3 Agree 47 41.6
Addressing Strongly agree 11 9.7
34 30.1
Nonconformities Total 113 100
Total 113 100.0 External consultant Yes 109 96.5
Duration of a year 76 67.3 participating in No 4 3.6
participation in More than one certification process Total 113 100.0
15 13.2
ISO9001:2015 year Do not know 6 5.3
implementation 2-3years 9 8 Small extent 6 5.3
process Total 113 100 Extent of assistance
Average extent 16 14.2
provided by the
In addition, nearly 89 % of the employees indicated Large Extent 30 26.5
consultant in
that they had been involved in the ISO 9001 certification process.
Very large
51 45.2
implementation process in one way or the other, extent
with the period of involvement varying from less Total 113 100
than one year to over three years. Although 67.3% There is 45.2 % of employees believe that the
of employees had been involved in the process for external consultant has contributed to a huge extent
one year, 13.2% had been involved for more than to the certification process. In contrast, 26.5% has
one year, and only 8% had been involved for 2 to 3 contributed a large extent to the operation, but 14.2
years. % say that the consultant has contributed by
Table (2) shows that the employees' opinion average extent to the process and 5.3% of them
towards the certification process is varied. As can were not sure of participation.
be seen in table (2), 41.6% of the employees agree This part shows in tables ( 3) that most of the
that the administration’s commitment to ISO employees were have an awareness of ISO
certification was evident; 40.7% were neutral with certification and are involved in the
it, 9.7% were strongly agreed, and 4.4% and, 3.5 % implementation process and this is consistent with
were strongly disagree, disagree with the (Mutinda,2012) when he pointed out that they
statement. The table also shows that the employees' should be given awareness training programs in
opinion towards the establishment’s appointment place to ensure that employees at each significant
of an external consultant to assist in obtaining function and level are aware of the practice, quality
certification 96.5% of the employees agreed that programs, and procedures of the ISO 9001systems.
the students' hostel had used an external consultant An intensive system needs to be provided,
to help, and 3.4% of them did not agree. especially in the fields of problem identification
and having techniques. Also agreed with (Tsim,
Table 2 Yeung, & Leung, 2002), which showed that gaps
opinion of employees towards Certification Process in work should be identified and strategies for
Total effective employment systems, which are the
Variables
F. % primary step for the continuous improvement
Administration’s Strongly process
5 4.4
commitment to ISO Disagree
certification Disagree 4 3.5
Table (3):
Results of the employees towards the degree of implantation of QMS
Do not Small Moderate Large Very large Std.
Variable know degree degree Mean
degree degree Deviation
very
Adequate awareness creation of staff on
the benefits of ISO 9001 certification was 10.6 5.3 48.7 26.5 8.8 3.18 1.037
conducted.
An ISO certification plan of action was
4.4 4.4 32.7 60 6 3.50 0.846
communicated to staff adequately.
The commitment of top management was
8 4.4 35.4 33.6 18.6 3.50 1.095
evident to everyone in the hostel.
A pre-assessment audit (gap analysis) was
6.2 2..7 23.9 47.8 19.5 3.72 1.013
conducted.

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A Quality Manual and Quality policy

1.8 8.8 42.5 25.7 21.3 4.00 4.937
statement was prepared
Standard Operating Procedures (SOPs)
8.8 8 27.4 40.7 15 3.45 1.118
for key processes were in place.
New SOPs for critical processes were
8 14.2 46.9 24.8 6.2 3.07 0.979
prepared
Management reviews were held at a
8 11.5 24.8 43.4 12.4 3.41 1.099
planned interval.
Internal audits were conducted as planned. 4.4 8.8 38.1 20.4 28.3 3.59 1.123
Appointment of ISO Coordinators and
6.2 2.7 37.2 38.1 22.1 3.55 1.000
team.
External audits were conducted as
6.2 6.2 26.5 34.5 26.5 3.60 1.106
planned.
Adequate time was given for the
3.5 7.1 46.9 23.9 18.6 3.69 1.119
implementation of the QMS.
Funds were available to facilitate the
8.8 10.6 31.9 40.7 8 3.47 .992
implementation of the QMS.
The sequence and interaction of key
processes in the hostels were determined, 4.4 5.3 32.7 33.6 23.9 3.28 1.056
e.g., flow charts, etc.
Mean 3.5

The overall average value (3) shows a moderate “SOPs for critical processes were prepared” was
degree of the respondent on the element of the another statement that the employees with
degree of application of the quality management moderated degrees giving a comparatively high
system also the standard deviation values that less Mean value (Mean=3.07). Also, they have
than half of the Mean value conforms the moderated the degree to the statement
agreement of the respondent in their choices. “Management reviews were held at a planned
The degree of application of the quality interval” (Mean=3.41) They have a large degree to
management system is one of the indicators that the statement” Internal audits were conducted as
Measure the Effect of ISO implementation on planned” (Mean=3.59). Besides, they have a large
hostel's performance from the employees' point of degree to the statement “Appointment of ISO
view. They have a neutral opinion on the 14 champions (Coordinators)” (Mean=3.55)”.
statements that Measure the Effect of ISO External audits were conducted as planned” was
implementation on hostel's performance. another statement that the employees with a
As can be seen in table (3), employees have a considerable degree, giving a comparatively high
moderate degree of the respondent with the Mean value (Mean=3.60). Besides, they have a
statement”. Adequate awareness creation and large degree to the statement” Adequate time was
sensitization of staff on the benefits of ISO 9001 given for implementing the Quality Management
certification conducted” (Mean= 3.18). Also, they System” (Mean=3.69). They have moderated the
have a large degree opinion with the statements” an degree to the statement.” Funds were available to
ISO certification plan of action was communicated facilitate the implementation of the Quality
to staff adequately” and “the commitment of top Management System” (Mean=3.47) Besides, they
management was evident to everyone in the hostel” have moderated degree to the statement” The
(Mean= 3.50)”. A pre-assessment audit (gap sequence and interaction of key processes in the
analysis) was conducted” was another statement institute were determined, e.g., flow charts, etc.”
that the students with large degree opinion with a (Mean=3.28)
Mean value (Mean=3.72)”. A Quality Manual and From the results shown in table (3) the principles
Quality policy statement was prepared” was as pulling out of achieving the ISO certification
another statement that the employees with have been achieved, such as awareness, gap
Substantial degree giving a comparatively high analysis, and management’s responsibility to
Mean value (Mean=4.00). Besides, they have a getting the certification. Furthermore, that is agreed
large degree to the statement” Standard Operating with for an institution to carry out the significance
Procedures (SOPs) for key processes were in of achieving quality processes, and it must know
place” (Mean= 3.60). capable of bolstering the implementation process.

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(Mutinda,2012) Also agreed with (Tsim, Yeung, & 4.2. Students’ perspectives towards the
Leung, 2002), which showed that gaps in work Implementation and certification of the ISO 9001:
should be identified and strategies for effective 2015
employment systems, which are the primary step
The table shows that the grand mean value is 3.07,
for the continuous improvement process. Also
which indicates a ‘neutral ‘perception of the
(Tomic & Spasojevic Brkic, 2019) mentions that he
students towards Implementation and certification
has found internal audit as the most significant to
of the ISO 9001: 2015 system in the University
continual improvement ISO 9001 requirement,
hostel for Female Students in Fayoum.
along with marginally fewer significant corrective
actions.
Table (4):
Students' perspectives towards the implementation of the ISO 9001: 2015
Std.
Variable 1 2 3 4 5 Mean
Deviation
Level of acceptance of ISO 9001:2015
8.5 15.6 27.0 41.2 7.6 3.24 1.078
implementation
Level of suitability of ISO 9001:2015
18.0 21.8 28.4 26.5 5.2 2.79 1.173
implementation
Level of priority of ISO 9001:2015
10.4 16.1 30.8 30.3 12.3 3.19 1.201
implementation
Level of importance of ISO 9001:2015
7.6 19.9 36.5 28.4 7.6 3.09 1.043
implementation
Level of acceptance of ISO 9001:2015
8.5 15.6 27.0 41.2 7.6 3.24 1.078
implementation
Mean 3.07

As can be seen in the table (4), students have a

4.3.1 Starting the ISO certification process
neutral acceptable with the statement”
Implementation and certification of the ISO 9001: When interviewees were asked about the start of
2015 system in the University hostel for Female preparing to apply ISO 9001:2015, they provided
Students in Fayoum” (Mean= 3.24). Also, they various starting dates. Based on their replies, they
have unbiased priority to the statement,” can be categorized into three groups. The first
Implementation and certification of the ISO 9001: group included most of the interviewees (n=8) and
2015 system in the University hostel for Female agreed that the starting data for ISO procedures was
Students in Fayoum.” (Mean= 3.19).” in July 2017 such as (YWD, SAS, FSH1, and
Implementation and certification of the ISO 9001: FSH2) ADQAU stated, “The first idea to obtain
2015 system in the University hostel for Female the ISO certification was in July 2017 with the
Students in Fayoum” was another statement that beginning of the establishment of the unit”
the students with, neutral important (Mean= 3.09). correspondingly. The second group included five
Also, they have an unbiased appropriate with the interviewees and agreed that they started in March
statement.” Implementation and certification of the 2017. This is clear in what was mentioned by the
ISO 9001: 2015 system in the University hostel for director of the quality assurance unit (DQAU): “It
Female Students in Fayoum.” (Mean= 2.79). can have been said that the rehabilitation began
after establishing the quality unit in March 2017
4.3. Managers' interview Analysis
after the unit’s regulations were approved”
The aim of conducting the interview with managers Finally, only an interviewee mentioned that the
was to find out their point of views on the procedures started in November 2017.
implementation and certification of ISO 9001:2015
4.3.2 Reasons for implementing ISO 9001
at their hostels. The number of interviews (n=17)
was enough to achieve saturating level. The When interviewees were asked about the reasons
interview data was thematically analyzed. The for obtaining the ISO certificate ISO 9001:2015,
main themes and evident are presents in the fellow. they provided several reasons. Based on their

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replies, they can be categorized into several conducted through Consultation Company and
reasons. It was evident that most of the Quality Assurance Unit.” Also, this is clear in what
interviewees agreed that the reason is to develop was mentioned by Youth Welfare Director
the establishment performance and there are further “Awareness was provided to employees within the
reasons such as, developing training and qualifying establishment through workshops on quality and its
employees, having consolidated a goal establish a importance through specialized from consultation
consolidated system to work in all departments, company and Quality Assurance Unit.”
improving the quality of provided services,
4.3.5 Training and awareness methods
customer’s satisfaction, and loyalty to the
establishment (Students hostels). PD stated, “The They provided the privies question that the
reason is to improve the establishment establishment provided them with appropriate
performance, qualifying employees and Establish a awareness through many means, such as meetings,
centralized system to use in all departments,” workshops, debates, and symposiums. And
likewise a student activities supervisor (SAS) resumption it questioned Interviewees about the
stated that “Work with a stable and consolidated training and awareness methods that have been
system in the establishment which it can measure provided in the establishment for accreditation with
the level of service provided and not be affected by the Quality Management System 9001: 2015. Most
the absence of a member of the establishment and of the Interviewees stated that they have an
can be developed and improve the awareness of ISO certification, its importance,
service”. Moreover, improving establishment policies, goals, principles (n=7); also, a workshop
performance is affected by these reasons. had held on safety rules and basics (n=6) and
Internal audit (n=4). Such as Youth Welfare
4.3.3. Reason for selected this establishment
Director stated, “There was a workshop on ISO
specifically for accreditation
certification, its importance, policies, goals,
Interviewees were questioned about the reason for principles. And other about safety rules and basics
specifically selected this establishment for and Internal audit know how auditing each
accreditation with the Quality Management System department.” and the minority stated that they had
9001: 2015. They provided two significant reasons; given awareness, but they did not mention
the most refer that to the capability of the awareness methods (n=3).
infrastructure of the establishment (N=10) DQAU
4.3.6 Employee’s opinion about the reaction to
stated that: “The reason for specifically selected
starting the ISO
this establishment for accreditation with the
Quality Management System 9001: 2015 in this In this condition, we have three opinions, the first
time the infrastructure of the establishment opinion that the employees’ Opposition at first
accreditation for stated up a quality system” (n=8), but then everyone accepted it, and that
The minority they provided the reason for the agreed with what NSH2 stated that: “There was
desire of employees for development they provide opposition from some employees, but they were
services (n=6) Nutrition Director stated that “The quickly convinced of it, as they were convinced of
reason for selected this establishment for its importance.” The second opinion that everyone
accreditation with the Quality Management System from the start acceptable for the certification
9001: 2015 The desire of employees for process (n=6), and that agreed with what HS1
development they provide services for students.” stated, “The topic was acceptable by everyone to
improve the level of service and the existence of a
4.3.4 Awareness provided to the employees about
system to be relied upon”. The third opinion was
acquiring the ISO
stated that the responses were different from
In this particular question, all of the interviewees, employee to others (n=2) and that concur with
with one accord (n=17), agreed that the what AD stated that: “In the beginning, there was a
establishment provided them with appropriate different opinion from employee to another
awareness through many means such as meetings, between a supporter and an opponent, but with
workshops, debates, and symposiums. That was awareness, continuity and goal setting, all was
through Consultation Company and Quality agreed.”
Assurance Unit; GDUC stated, “Several meetings,
4.3.7 Acceptance level of the accreditation process.
workshops, debates, and symposiums have been
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When interviewees were questioned concerning staff satisfaction by creating a positive work
the evidence Which indicates the acceptance of environment.
employees of the establishment accepts the Similar to other studies, this study has some
accreditation process to obtain the ISO certificate limitations which may guide the future research.
they provide much defiant evidence, the majority Firstly, this study adopted an exploratory case
stated that most evidence Which indicates the study methodology. Future research may consider
acceptance of employees was full interest in work other students hostel based on a quantitative cross-
and sufficient effort, working through an integrated sectional design. Secondly, this study focused on
work team and active participation in the female students' hostels and measured their
accreditation process (n=10). And minority view perspectives. Future studies may compare between
that the evidence which indicates the acceptance of male and female students' perspectives to the
employees was obtained the ISO certificate (n=7). impact of ISO 9001:2015 implementation on the
quality of products and services. Finally, this study
5. Conclusion, implications, and future
focused on an institutional sector (students' hostels)
research
of the hospitality industry, further studies may
ISO 9001 is a quality management standard that study ISO implementation and certification in other
many establishments widely adopt; the study aims commercial establishments of the hospitality
to analyze the Interested Parties' Perspectives in industry, including hotels, private hospitals, and
processes of implementation of ISO 9001:2015 in restaurants.
Student's Hostel. Similar to the findings of the
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