An evaluation of ISO registration agencies: a study of Egyptian hotels

Purpose: This paper contains an evaluation of the results from a survey on ISO 9000 certified hotels in Egypt. This study is focused on factors influencing the choice of the registration agency; problems with registration agencies; satisfaction level with the registration agencies and the use of training and consultancy in achieving the certification. Design/methodology/approach: Postal survey was used in this study to gather the required data from a sample size of 40 certified large hotels in Egypt. The sample was drawn from a list provided by ISO 9000 certification office in Egypt. A response rate of 60 per cent was achieved. Findings: The certified hotels in Egypt performed well in their registration process and benefited from ISO implementation. They were using their registration agencies for private consultancy and it has been recommended that they should avoid using their registration agencies for private consultancy as this creates conflict of interest and constitutes a violation of ISO 62. Originality/value: Adds to the body of knowledge concerning the ISO 9000 registration agencies in the service sector with particular focus on Egypt.