How to Establish Customers Satisfaction in Healthcare Industry?

Nomahaza Mahadi, Faiq Aziz, Zailin Zainal Ariffin, Siti Sarah Omar and Azizul Yadi Yaakob

International Journal of Academic Research in Business and Social Sciences, 2017, vol. 7, issue 10, 585-591

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 fulfil 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.

Keywords: Employees; Lean Management; Customers; Satisfaction (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:hur:ijarbs:v:7:y:2017:i:10:p:585-591

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