Mahadi, Nomahaza and Aziz, Faiq and Zainal Ariffin3, Zailin and Omar, Siti Sarah and Yaakob, Azizul Yadi (2017) How To Establish Customers Satisfaction In Healthcare Industry? International Journal of Academic Research in Business and Social Sciences, 7 (10). ISSN 2222-6990
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Official URL: http://dx.doi.org/10.1016/j.jclepro.2017.08.138
Abstract
The focus of this study is to examine the importance and effectiveness of lean management and employee satisfaction towards customer satisfaction. The simplified and standardization of processes lean management able to eliminate unnecessary workload and increases employee satisfaction that lead to resulting positive customer satisfaction for organization. This study also designed to fulfill the previous research gap by analyze the capability of lean management and employee satisfaction towards establishing customer satisfaction in healthcare industry. Based on previous literature review, this study derived two proposition which are lean management is positively related to customer satisfaction and employee satisfaction is positively related to customers satisfaction.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | employees, lean management, customers, |
| Subjects: | H Social Sciences > HF Commerce |
| Divisions: | International Business School |
| ID Code: | 81320 |
| Deposited By: | Narimah Nawil |
| Deposited On: | 04 Aug 2019 03:34 |
| Last Modified: | 04 Aug 2019 03:34 |
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