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How to Establish Customers Satisfaction in Healthcare Industry?

Author

Listed:
  • Nomahaza Mahadi
  • Faiq Aziz
  • Zailin Zainal Ariffin
  • Siti Sarah Omar
  • Azizul Yadi Yaakob

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.

Suggested Citation

  • Nomahaza Mahadi & Faiq Aziz & Zailin Zainal Ariffin & Siti Sarah Omar & Azizul Yadi Yaakob, 2017. "How to Establish Customers Satisfaction in Healthcare Industry?," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(10), pages 585-591, October.
    • Handle: RePEc:hur:ijarbs:v:7:y:2017:i:10:p:585-591
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    References listed on IDEAS

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    1. Gautam, Naveen & Singh, Nanua, 2008. "Lean product development: Maximizing the customer perceived value through design change (redesign)," International Journal of Production Economics, Elsevier, vol. 114(1), pages 313-332, July.
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