The quality assurance practice on customers’
satisfaction has undergone significance changes in
Malaysia due to the implementation of the ISO
9001 standards within its management system. This
study is designed to analyse the quality assurance
practices within the development, and
implementation effect on IIUM customers’
satisfaction. It prescribes systematic control
activities to ensure that needs and expectations of
customers are met in equivalent to the standards of
the proper quality assurance. This will be according
to the needs for quality and demand for assurance
of applying standards to guide staff members in
implementing proper practices and adopting
customer satisfaction by defining staff’s key roles
and responsibilities.