期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2017
卷号：7
期号：10
页码：585-591
DOI：10.6007/IJARBSS/v7-i10/3412
语种：English
出版社：Human Resource Management Academic Research Society
摘要：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.
