UPSI Digital Repository (UDRep)
Start | FAQ | About

QR Code Link :

Type :thesis
Subject :HD Industries. Land use. Labor
Main Author :Ng, Annie Cheng San
Title :Tri-dimensional relationship between lean, perceived service quality and patient satisfaction in public lean hospitals Malaysia
Place of Production :Tanjong Malim
Publisher :Fakulti Pengurusan dan Ekonomi
Year of Publication :2023
Corporate Name :Universiti Pendidikan Sultan Idris
PDF Guest :Click to view PDF file
PDF Full Text :Login required to access this item.

Abstract : Universiti Pendidikan Sultan Idris
The aim of the study is to examine the tri-dimensional relationship between Lean, perceived service quality, and patient satisfaction in public Lean hospitals, in Malaysia. This study employs quantitative approach to collect feedback from 48 public Lean hospitals in Malaysia. Partial Least Square-Structural Equation Modeling was employed to investigate the proposed measurement model and structural model. The findings showed that overall synergic effects of Lean practices particularly in the Strategy and alignment, Behaviour and engagement, and Process management have significant and positive relationship with perceived service quality. Additionally, perceived service quality has been found to have significant and positive relationship with patient satisfaction. However, none of the Lean practices has a significant impact on patient satisfaction. Such weak direct relationship between Lean and patient satisfaction is due to the lack of mediating effect contribution. Hence, mediating analysis was conducted and confirmed that perceived service quality fully mediated the relationship between Lean and patient satisfaction. For the model’s explanatory power, it indicates a large explanatory power where 94.3% variance from the proposed constructs of Lean and perceived service quality in explaining patient satisfaction and satisfactory explanatory power where 65.2% variance in explaining perceived service quality. In conclusion, the findings validate the Complementarity theory and the Sustainable Lean Iceberg Model and confirm the complementary effect among Lean practices toward perceived service quality and patient satisfaction. The implication of this study is to provide a clear direction and guide for practitioners and researchers in Lean Healthcare development. It is to ensure that Lean practices are implemented holistically in order to produce a complementary synergic effect that enhances healthcare service quality and patient satisfaction. Additionally, this study also provides managerial implication to hospitals, as they should enhance the service quality performance as Lean need perceived service quality to maximize their effect on patient satisfaction.

References

Abdallah, A. B. & Alkhaldi, R. Z. (2019). Lean bundles in healthcare: a scoping review. Journal of Health Organization and Management, 33(4), 488-510. 

 

Abili, K., Narenji Thani, F. & Afarinandehbin, M. (2012). Measuring university service quality by means of SERVQUAL method. Asian Journal on Quality, 13(3), 204-211. 

 

Abu Sharikh, N. M., Farra, M. M. E., Abuzerr, S. & Madi, K. (2019). The impact of Lean six sigma practices on physiotherapy service quality at UNRWA healthcare centers, Gaza Strip, Palestine. Journal of Biosciences and Medicines, 7(12), 79-94.  

 

Abuosi, A. A. & Atinga, R. A. (2013). Service quality in healthcare institutions: establishing the gaps for policy action. International Journal of Health Care Quality Assurance, 26(5), 481-492. 

 

Aburayya, A., Alshurideh, M., Alawadhi, D., Alfarsi, A., Taryam, M. & Mubarak, S. (2020). An Investigation of the Effect of Lean Six Sigma Practices on Healthcare Service Quality and Patient Satisfaction: Testing the Mediating Role of Service Quality in Dubai Primary Healthcare Sector. Journal of Advanced Research in Dynamical and Control System, 12(8), 56-72.  

 

Aguirre-Urreta, M. I. & Rönkkö, M. (2018). Statistical inference with PLSc using bootstrap confidence intervals. MIS Quarterly, 42(3), 1001–1020. 

 

Ahmad, D. (2019). Enhancing sustainability in healthcare delivery-a challenge to the New Malaysia. Malaysia Journal Medical Science, 26(1), 1-4. 

 

Ahmed, S., Abd Manaf, N. H. & Islam, R. (2018a) Effect of Lean Six Sigma on quality performance in Malaysian hospitals. International Journal of Health Care Quality Assurance, 31(8), 973-987. 

 

Ahmed, S., Abd Manaf, N. H. & Islam, R. (2018b). Measuring Lean six sigma and quality performance for healthcare organizatios. International Journal of Quality and Service Sciences, 10(3), 267-278. 

 

Akdere, M., Top, M. & Tekingündüz, S. (2018). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management & Business Excellence, 31(3-4), 342-352. 

 

Al-Balushi, S., Sohal, A. S., Singh, P. J., Al Hajri, A., Al Farsi, Y. M. & Al Abri, R. (2014). Readiness factors for lean implementation in healthcare settings-a literature review. Journal of Health Organization and Management, 28(2), 135-153. 

 

Al-Borie, H. M. & Damanhouri, A. M. S. (2013). Patients’ satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. International Journal of Health Care Quality Assurance, 26(1), 20-30. 

 

Al-Hyari, K., Abu Hammour, S., Abu Zaid, M. K. S. & Haffar, M. (2016). The Impact of Lean Bundles on Hospital Performance: Does Size Matter? International Journal of Health Care Quality Assurance, 29(8), 877-894.  

 

Al-Kaf, A., Jayaraman, R., Demirli, K., Simsekler, M. C. E., Ghalib, H., Quraini, D., et al (2022). A critical review of implementing lean and simulation to improve resource utilization and patient experience in outpatient clinics. The TQM Journal.  

 

Allway, M. & Corbett, S. (2002). Shifting to lean service: Stealing a page from manufacturers' playbooks. Journal of organizational excellence, 21(2), 45-54. 

 

Alnsour, S. M., Abu Tayeh, B. & Awwad Alzyadat, M. (2014).  Using SERVQUAL to assess the quality of service provided by Jordanian telecommunications Sector. International Journal of Commerce and Management, 24(3), 209-218. 

 

AlOmari, F. (2021). Measuring gaps in health care quality using SERVQUAL model: challenges and opportunities in developing countries. Measuring Business Excellence, 25(4), 407-420. 

 

Altaf, M., Tabassum, N. & Mokhtar, S.S.M. (2018). Brand equity and the role of emergency medical care service quality of private cardiac institutes: an empirical investigation. International Journal of Pharmaceutical and Health care Marketing, 12(1), 44-60.  

 

Alves, A. C., Leão, C. P., Uebe-Mansur, A. F. & Kury, M. I. R. A. (2020). The knowledge and importance of Lean Education based on academics’ perspectives: an exploratory study, Production Planning & Control, 32(6), 497-510.  

 

Amaratunga, D., Baldry, D., Sashar, M., & Newton, R. (2002). Quantitative and qualitative research in the built environment: application of "mixed" research approach. Work Study, 51(1), 17-31. 

 

Amin, M. & Zahora Nasharuddin, S. (2013). Hospital service quality and its effects on patient satisfaction and behavioural intention. Clinical Governance: An International Journal, 18(3), 238–254.  

 

Anand, R. (2021, October 13). Malaysia committed to reforming healthcare system post-pandemic. TheStraitsTimes. https://www.straitstimes.com/asia/se-asia/malaysia-committed-to-reforming-healthcare-system-post-pandemic 

 

Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science & Medicine, 52(9), 1359 –1370. 

 

Andersson, G., Lynch, M. P., Johansen, F. R., Fineide, M. J. & Martin, D. (2023). Exploring perceptions of Lean in the public sector. Public Money & Management, 43(1), 64-72. 

 

Andersson, R., Eriksson, H. & Torstensson, H. (2006). Similarities and differences between TQM, six sigma and lean. The TQM Magazine, 18(3), 282-296. 

 

Angela, A. D., Robinson, J. C. & Stewart, M. W. (2017). Healthcare quality: A concept analysis. Nursing Forum, 52(4), 377-386. 

 

Antony, J. & Kumar, M. (2012). Lean and six sigma methodologies in NHS Scotland: an empirical study and directions. Quality, Innovation, Prosperity, 16, 19-34.  

 

Antony, J., Psomas, E., Garza-Reyes, J. A. & Hines, P. (2020). Practical implications and future research agenda of lean manufacturing: a systematic literature review. Production Planning & Control, 32(11), 889-925.  

 

Antony, J., Sunder M., V., Sreedharan, R., Chakraborty, A. & Gunasekaran, A. (2019). A systematic review of Lean in healthcare: a global prospective. International Journal of Quality & Reliability Management, 36(8), 1370-1391.  

 

Antony, J. & Kumar, M. (2012). Lean and Six Sigma methodologies in NHS Scotland: an empirical study and directions for future research. Quality Innovation Prosperity, 16(2), 19-34. 

 

Anuar, A., Saad, R. & Yusoff, R. Z. (2017). Operational performance as a mediator on the relationship between Lean healthcare and sustainability among private hospitals in Malaysia using PLS-SEM. Journal of Information System and Technology Management, 2(6), 84-104. 

 

Apte, U. & Goh, C. H. (2004). Applying lean manufacturing principles to information intensive services. International Journal of Services Technology and Management, 5(5-6), 488-506. 

 

Asif, M., Jameel, A., Sahito, N., Hwang, J., Hussain, A. & Manzoor, F. (2019). Can leadership enhance patient satisfaction? Assessing the role of administrative and medical quality. International journal of environmental research and public health, 16(17), 3212. 

 

Assen, M. F. V. (2018). Lean, process improvement and customer-focused performance. The moderating effect of perceived organisational context. Total Quality Management & Business Excellence, 32(1), 1–19.       

 

Avkiran, N. K. (2017). An in-depth discussion and illustration of partial least squares structural equation modeling in health care. Health care management science, 21(3), 401-408. 

 

Awang, M., Kamarruddin, Z. & Zakaria, Z. (2020). Framework of Lean healthcare implementation in Malaysian hospitals: A case study on readiness and critical success factors. Journal of Health Management, 17(2), 44-56.  

 

Babroudi, N. E. P., Sabri-Laghaie, K. & Ghoushchi, N. G. (2021). Re-evaluation of the healthcare service quality criteria for the Covid-19 pandemic: Z-number fuzzy cognitive map. Applied Soft Computing, 112(2021), 1-17. 

 

Bagozzi, R. P., Yi, Y. & Phillips, L. W. (1991). Assessing construct validity in organizational research. Administrative Science Quarterly, 36(3), 421-458. 

 

Bahadori, M., Teymourzadeh, E., Bagejan, F. F., Ravangard, R., Raadababi, R. & Hosseini, S. M. (2018). Factors affecting the effectiveness of quality control circles in a hospital using a combination of fuzzy VIKOR and Grey relational analysis. Proceedings of Singapore Healthcare, 27(3), 1-7.  

 

Baldwin, A., & Sohal, A. (2003). Service quality factors and outcomes in dental care. Managing Service quality, 13(3), 207-216. 

 

Barnabè, F. & Giorgino, M.C. (2017). Practicing Lean strategy: Hoshin Kanri and X-Matrix in a healthcare-centered simulation. The TQM Journal, 29(4), 590-609. 

 

Baron, R. M. & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182. 

 

Baumgartner, H., Weijters, B. & Pieters, R. (2021). The biasing effect of common method variance: some clarifications. Journal of the Academy of Marketing Science, 49(2), 221-235.  

 

Bavani, M. & Priva, S. S. (2014). Public shy away from 1Malaysia clinics. Retrieved from http://www.insidemalaysia.net/wapi/mctweb.dll/getObject?MID=INSIDEMALAYSIA&ObjID=5806 

 

Becker, J. M., Cheah, J. H., Gholamzade, R., Ringle, C. M. & Sarstedt, M. (2023). PLS-SEM’s most wanted guidance. International Journal of Contemporary Hospitality Management, 35(1), 321-346. 

 

Becker, J-M., Klein, K. & Wetzels, M. (2012). Hierarchical Latent Variable Models in PLS-SEM: Guidelines for Using Reflective-Formative Type Models. Long Range Planning, 45(5-6), 359-394.  

 

 

Bernama (2019, July 15). Rise in patient arrivals causing congestion at emergency and trauma depts nationwide. NewStraitsTimes. https://www.nst.com.my/news/nation/2019/07/504544/rise-patient-arrivals-causing-congestion-emergency-and-trauma-depts 

 

Blackmore, C. C. & Kaplan, G. S. (2016). Lean and the perfect patient experience. BMJ Quality & Safety, 26(2), 85-86. 

 

Boateng-Okrah, E. & Fening, F.A., (2012). TQM implementation: a case of a mining company in Ghana. Benchmarking: An International Journal, 19(6), 743-759. 

 

Bortolotti, T., Boscari, S. & Danese, P. (2015). Successful lean implementation: Organizational culture and soft lean practices. International Journal of Production Economics, 160, 182-201. 

 

Bouranta, N., Psomas, E. & Antony, J. (2022). Human factors involved in lean management: a systematic literature review. Total Quality Management & Business Excellence, 33(9-10), 1113-1145. 

 

Bowen, D. E. & Youngdahl, W. E. (1998). “Lean” service: in defense of a production-line approach. International Journal of Service Industry Management, 9(3), 207–225. 

 

Brady, M. K. & Cronin, J. J. J. (2001). Some new thoughts on conceptualizing perceived Service quality: A hierarchical approach. Journal of Marketing, 65(July 2001), 34-49. 

 

Brandao de Souza, L. (2009). Trends and approaches in lean healthcare. Leadership in Health Services, 22(2), 121-139. 

 

Bryman, A. & Bell, E. (2007). Business research methods (2nd ed.). New York Oxford University Press Inc.  

 

Budget 2023: Public health services capacity strengthened with RM36.1bil allocation. (2022, October 7). TheStar. https://www.thestar.com.my/news/nation/2022/10/07/budget-2023-public-health-services-capacity-strengthened-with-rm361bil-allocation 

 

Butt, M. M. & Run, E. C. (2010). Private health care quality: applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7), 658-673. 

 

Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.  

 

Byju, K. P. M. & Srinivasulu, Y. (2014). Measuring service quality in private health care using SERVPERF scale. Journal of Management Research, 2(1), 337-349. 

 

Cadet, F. & Sainfort, F. (2023). Service quality in health care: empathy as a double-edged sword in the physician–patient relationship. International Journal of Pharmaceutical and Healthcare Marketing. 

 

Camilleri, D. & O’Callaghan, M. (1998). Comparing public and private hospital care service quality. International Journal of Health Care Quality Assurance, 11(4), 127-133. 

 

Centauri, F., Mazzocato, P., Villa, S. & Marsilio, M. (2018). System-wide lean implementation in health care: a multiple case study. Health Services Management Research, 31(2), 60-73.  

 

Cerimagic, S., Ahmadi, N., Gurney, H. & Patel, M.I. (2015). Doctor-patient communication: a study of Australian ethnic urological cancer patients. International Journal of Human Rights in Health care, 8(2), 82-91. 

 

Chahal, H. & Kumari, N. (2010). Development of multidimensional scale for health care service quality (HCSQ) in Indian context. Journal of Indian Business Research, 2(4), 230-255. 

 

Chahal, H. & Mehta, S. (2013). Modeling patient satisfaction construct in the Indian health care context. International Journal of Pharmaceutical and Healthcare Marketing, 7(1), 75–92.  

 

Chang, S. J., Van Witteloostuijn, A. & Eden, L. (2010). From the editors: Common method variance in international business research. Journal of international business studies, 41(2), 178-184. 

 

Chiarini, A. & Baccarani, C. (2016). TQM and lean strategy deployment in Italian hospitals: Benefits related to patient satisfaction and encountered pitfalls. Leadership in Health Services, 29(4), 377-391. 

 

Chiarini, A. (2013). Waste savings in patient transportation inside large hospitals using lean tools and logistic solutions. Leadership in Health Services, 26(4), 356-367 

 

Chilisa, B. (2011). Indigenous Research Methodologies. Thousand Oaks: Sage.  

 

Choy, J. Y., Lam, S. Y. & Lee, T. C. (2012). Service quality, customer satisfaction and behavioral intentions: Review of literature and conceptual model development. International Journal of Academic Research, 4(3), 11-15.  

 

Cohen, J. (1988). Set correlation and contingency tables. Applied psychological measurement, 12(4), 425-434. 

 

Collier, J. E. & Bienstock, C. C. (2006). Measuring service quality in E-retailing. Journal of Service Research, 8(3), 260-275. 

 

Cooke, F. L., Wood, G., Wang, M. & Li, A. S. (2021). Riding the tides of mergers and acquisitions by building a resilient workforce: A framework for studying the role of human resource management. Human Resource Management Review, 31(3), 100747. 

 

Costa, L. B. M. & Filho, M. G. (2016). Lean healthcare: review, classification and analysis of literature. Production Planning & Control, 27(10), 823-836. 

 

Cronin Jr, J. J. & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68. 

 

Crosby, P.B. (1996). Quality Is Free. McGraw-Hill. New York, NY.  

 

Cua, K. O., McKone, K. E. & Schroeder, R. G. (2001). Relationships between implementation of TQM, JIT, and TPM and manufacturing performance. Journal of Operations Management, 19, 675-694. 

 

Curry, A. & Sinclair, E. (2002). Assessing the quality of physiotherapy services using Servqual. International Journal of Health Care Quality Assurance, 15(4/5), 197-204. 

 

D’Andreamatteo, A., Ianni, L., Lega, F. & Sargiacomo, M. (2015). Lean in healthcare: A comprehensive review. Health policy, 119(9), 1197-1209. 

 

D’souza, S. & Sequeira, A. H. (2011). Information Systems and Quality Management in Healthcare Organisations: An Empirical Case Study. Journal of Technology Management for Growing Encomies, 2(1), 47-60. 

 

Dabholkar, P. A, Thorpe, D. I. & Rentz, J. O. (1996). A measure of service quality for retail stores: scale development and validation. Journal of Academy of Marketing Science, 24(1), 2-16. 

 

Dabholkar, P. A. (1995). A contingency framework for predicting causality between customer satisfaction and service quality. ACR North American Advances. 

 

Dagger, T. S, Sweeney, J. C & Johnson, L. W. (2007). A Hierarchical Model of Health Service quality: Scale Development and Investigation of an Integrated Model. Journal of Service Research, 10(2), 123-142. 

 

Dahlgaard, J. J., Pettersen, J. & Dahlgaard-Park, S. M. (2011). Quality and lean health care: A system for assessing and improving the health of healthcare organisations. Total Quality Management, 22(6), 673-689. 

 

Darzi, M. A., Islam, S. B., Khursheed, S. O. & Bhat, S. A. (2023). Service quality in the healthcare sector: a systematic review and meta-analysis. LBS Journal of Management & Research. 

 

De Koeijer, R., Strating, M., Paauwe, J. & Huijsman, R. (2022). A balanced approach involving hard and soft factors for internalizing Lean Management and Six Sigma in hospitals. The TQM Journal.  

 

Deming, W. E. (1986). Out of Crisis. Cambridge, MA: Massachusetts Institute of Technology, Center for Advanced Engineering Study.  

 

Department of Statistics Malaysia (2021). Gross domestic product (GDP) by state 2020. Retrived from https://www.dosm.gov.my/v1/index.php?r=column/cthemeByCat&cat=491&bul_id=YnhhZ2g5QlpZWG9RcVNwTGhLaHE4UT09&menu_id=TE5CRUZCblh4ZTZMODZIbmk2aWRRQT09 

 

Diamantopoulos, A. & Riefler, P. (2011). Using formative measures in international marketing models: A cautionary tale using consumer animosity as an example. In Measurement and Research Methods in International Marketing. Emerald Group Publishing Limited. 

 

Dickson, E. W., Anguelov, Z., Vetterick, D. R. N., Eller, A. & Singh, S. (2009). Use of Lean in the emergency department: a case series of 4 hospitals. Annals of Emergency Medicine, 54(4), 504-510. 

 

Donabedian, A. (1988). The quality of care: how can it be assessed? Jama, 260(12), 1743-1748. 

 

Douglas, J., Antony, J. & Douglas, A. (2015). Waste identification and elimination in HEIs: the role of Lean thinking. International Journal of Quality & Reliability Management, 32(9), 970-981. 

 

Duggirala, M., Rajendran, C. & Anantharaman, R. N. (2008). Patient-perceived dimensions of total quality service in health care. Benchmarking: An International Journal, 15(5), 560-583. 

 

Edgeworth, F. Y. (1881). Mathematical physics: An essay on the application of mathematics to the moral sciences. London: Kegan Paul. 

 

Endeshaw, B. (2021). Healthcare service quality-measurement models: a review. Journal of Health Research, 35(2), 106-117.  

 

Erthal, a., Frangeskou, M. & Marques, L. (2020). Cultural tensions in lean healthcare implementation: A paradox theory lens. International Journal of Production Economics, 233, 107968. 

 

Esfahani, P., Mosadeghrad, A. M. & Akbarisari, A. (2018). The success of strategic planning in health care organizations of Iran. International Journal of Health Care Quality Assurance, 31(6), 563-574. 

 

Falk, R. F. & Miller, N. B. (1992). A primer for soft modeling. University of Akron Press. 

 

Farrag, D. A. R., Murphy, W. H. & Hassan, M. (2022). Influence of category attitudes on the relationship between SERVQUAL and satisfaction in Islamic banks; the role of disruptive societal-level events.  Journal of Islamic Marketing, 13(4), 843-867. 

 

Fatima, I., Humayun, A., Iqbal, U. & Shafiq, M. (2019). Dimensions of service quality in healthcare: a systematic review of literature. International Journal for Quality in Health Care, 31(1), 11-29. 

 

Fatima, T., Malik, S. A. & Shabbir, A. (2018). Hospital health care service quality, patient satisfaction and loyalty: An investigation in context of private health care systems. International Journal of Quality & Reliability Management, 35(6) 1195-1214. 

 

Fatma, P. & Özlem, A. (2007). Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores. Journal of Air Transport Management, 13(4), 229-237.  

 

Feigenbaum, A.V. (1961). Total Quality Control. New York: McGraw-Hill.  

 

Feizabadi, J., Gligor, D. M. & Alibakhshi, S. (2021). Examining the synergistic effect of supply chain agility, adaptability and alignment: a complementarity perspective. Supply Chain Management, 26(4), 514-531.  

 

Ferreira, G. S. A., Silva, U. R., Costa, A. L. & de Dallavalle Pádua, S. I. D. (2018). The promotion of BPM and lean in the health sector: main results. Business Process Management Journal, 24(2), 400-424. 

 

Field, A. (2013). Discovering statistics using IBM SPSS statistics. SAGE. 

 

 

Fiorillo, A., Sorrentino, A., Scala, A., Abbate, V. & Dell'aversana Orabona, G. (2021). Improving performance of the hospitalization process by applying the principles of Lean Thinking. The TQM Journal, 33(7), 253-271. 

 

Flynn, B. B., Schroeder, R. G. & Sakakibara, S. (1994). A framework for quality management research and an associated measurement instrument. Journal of Operations management, 11(4), 339-366. 

 

Fornell, C. & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. 

 

Fournier, P. L., Chênevert, D., & Jobin, M. H. (2021). The antecedents of physicians’ behavioral support for lean in healthcare: The mediating role of commitment to organizational change. International Journal of Production Economics, 232, 107961. 

 

Fuller, C. M., Simmering, M. J., Atinc, G., Atinc, Y. & Babin, B. J. (2016). Common methods variance detection in business research. Journal of Business Research, 69, 3192–3198.  

 

Furlan, A., Vinelli, A. & Dal Pont, G. (2011). Complementarity and lean manufacturing bundles: an empirical analysis. International Journal of Operations & Production Management, 31(8), 835-850.   

 

Gaiardelli, P., Resta, B. & Dotti, S. (2019). Exploring the role of human factors in lean management. International Journal of Lean Six Sigma, 10(1), 339-366. 

 

Gaster, L. (1995). Quality in Public Services: Manager’s Choices. Buckingham: Open University Press. 

 

Geisser, S. (1974). A predictive approach to the random effects model. Biometrika, 61(1), 101-107.  

 

Gladysz, B., Buczacki, A. & Haskins, C. (2020). Lean management approach to reduce waste in HoReCa food services. Resources, 9(12), 1-20.  

 

Glushchenko, V., Presnuhina, I. & Samodelova, E. (2021). Improvement of service quality in higher professional education by application of lean manufacturing theory in universities. International Journal of Engineering Science Technologies. 5(1), 18-29. 

 

Goodyer, J., Grigg, N. P. & Murti, Y. (2011). Sustaining Lean Manufacturing in New Zealand Organisations. Prepared for New Zealand Trade and Enterprise. 

 

Goshime, Y., Kitaw, D. & Jilcha, K. (2019). Lean manufacturing as a vehicle for improving productivity and customer satisfaction: A literature review on metals and engineering industries. International Journal of Lean Six Sigma, 10(2), 691-714. 

 

Gregor, S. (2006). The nature of theory in information systems. MIS Quarterly, 30(3), 611-642.  

 

Gregory, J. L. (2019). Applying SERVQUAL: Using service quality perceptions to improve student satisfaction and program image. Journal of Applied Research in Higher Education, 11(4), 788-799. 

 

Griffee, D. (2012). An Introduction to Second Language Research Methods: Design and Data. University of California: TESL-EJ Publications. 

 

Grigg, N. P., Goodyer, J. E. & Frater, T. G. (2020). Sustaining lean in SMEs: key findings from a 10-year study involving New Zealand manufacturers. Total Quality Management & Business Excellence, 31(5-6), 609-622. 

 

Grönroos, C. (1982). Strategy Management and Marketing in the Service Sector. Swedish School of Economics and Business Administration, Helsingfors.  

 

Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36 – 44. 

 

Guba, E. G. & Lincoln, Y. S. (1994). Competing paradigms in qualitative research. In Denzin & Lincoln (Eds.), Handbook of Qualitative Research (pp. 105-117). Thousand Oaks, California: Sage Publications, Inc.  

 

Gupta, S., Sharma, M. & Sunder M, V. (2016). Lean services: a systematic review.  International Journal of Productivity and Performance Management, 65(8), 1025-1056. 

 

Habidin, N. F. (2017). The development of Lean healthcare management system (LHMS) for healthcare industry. Asian Journal of Pharmaceutical and Clinical Research, 10(2), 97-102. 

 

Habidin, N. F., Omar, C. M. Z. C., Kamis, H., Latip, N. A. M. & Ibrahim, N. (2012) Confirmatory factor analysis for lean healthcare practices in Malaysian healthcare industry. Journal of Contemporary Issues and Thought, 2(1), 17-27. 

 

Hadid, W. & Mansouri, S. A. (2014). The lean-performance relationship in services: a theoretical model. International Journal of Operations & Production Management, 34(6), 750-785.  

 

Hadid, W., Mansouri, S. A. & Gallear, D. (2016). Is lean service promising? A socio-technical perspective. International Journal of Operations & Production Management, 36(6), 618-642. 

 

Hair, J. F., Black, W. C. & Babin, B. J. (2010). Multivariate Data Analysis: A Global Perspective. Pearson Education.  

 

Hair, J. F., Howard, M. C. & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109, 101-110.  

 

Hair, J. F., Hult, G. T. M., Ringle, C. M. & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd ed. Sage, Thousand Oaks, CA. 

 

Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P. & Ray, S. (2021). Mediation Analysis. In Partial Least Square Structural Equation Modeling (PLS-SEM) Using R. Classroom Companion: Business. Springer, Cham.  

 

Hair, J. F., Risher, J.J., Sarstedt, M. & Ringle, C.M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24.  

 

Hair, J. F., Sarstedt, M., Ringle, C. M. & Gudergan, S. P. (2018). Advanced issues in Partial Least Squares Structural Equation Modeling (PLS-SEM). Sage, Thousand Oaks, CA.  

 

Hallam, C. R. A. & Contreras, C. (2018). Lean health care: scale, scope and sustainability. International Journal of Health Care Quality Assurance, 31(7), 684-696.   

 

Hamzah, Z. L., Lee, S. P. & Moghavvemi, S. (2017). Elucidating perceived overall service quality in retail banking. International Journal of Bank Marketing, 35(5), 781-804. 

 

Haslam, C. & Lehman, G. (2006). Accounting for healthcare: reform and outcomes.  Accounting Forum, 30(4), 319-323. 

 

Hazzi, O. A. & Maldaon, I. S. (2015). A pilot study: vital methodological issues. Business: Theory and Practice / Verslas: Teorija ir Praktika, 16(1), 53-62. 

 

Henseler, J., Ringle, C. M. & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. 

 

Hew, J. J., Lee, V-H., Ooi, K-B. & Lin, B. (2016). Mobile social commerce: the booster for brand loyalty? Computers in Human Behavior, 59(2016), 142-154. 

 

Hew, J. J., Wong, L. W., Tan, G.W. H., Ooi, K.B. & Lin, B. (2020). The blockchain-based Halal traceability systems: a hype or reality? Supply Chain Management, 25(6), 863-879. 

 

Hines, P. (2010). How to create and sustain a lean culture. Development and Learning in Organizations, 24(6), 58-62. 

 

Hines, P. (2022). Human centred lean – introducing the people value stream. International Journal of Lean Six Sigma, 13(5), 961-988 

 

Hines, P., Found, P., Griffiths, G. & Harrison, R. (2008). Staying lean: thriving, not just surviving. Cardiff University, lean Enterprise Research Centre.  

 

Hines, P., Holweg, M. & Rich, N. (2004). Learning to evolve: A review of contemporary lean thinking. International Journal of Operations & Production Management, 24(10), 994-1011. 

 

Hussain, A., Stewart, L. M., Rivers, P. A. & Munchus, G. (2015). Managerial process improvement: a lean approach to eliminating medication delivery. International Journal of Health Care Quality Assurance, 28(1), 55-63.  

 

Itumalla, R., Archaryulu, G. V. R. K. & Shekhar, B. R. (2014). Development of HospitalQual: A service quality scale for measuring in-patient services in hospital. Operations and Supply Chain Management, 7(2), 54-63. 

 

Izogo, E.E. (2015). Customers’ service quality perception in automotive repair.  African Journal of Economic and Management Studies, 6(3), 272-288. 

 

Jain, S. & Jain, S. K. (2015). Does outcome quality matter? An investigation in the context of banking services in an emerging market. Journal of Consumer Marketing, 32(5), 341-355. 

 

Jain, V. & Ajmera, P. (2019). Modelling of the factors affecting lean implementation in healthcare using structural equation modelling. International Journal of System Assurance Engineering and Management, 10(4), 563-575. 

 

Jarvis, C. B., Mackenzie, S. B. & Podsakoff, P. M. (2003). A critical review of construct indicators and measurement model misspecification in marketing and consumer research. Journal of Consumer Research, 30(2), 199-218.   

 

Jasti, N. V. K. & Kodali, R. (2014). Lean production: literature review and trends. International Journal of Production Research, 53(3), 867-885. 

 

Jordan, P. J. & Troth, A. C. (2020). Common method bias in applied settings: The dilemma of researching in organizations. Australian Journal of Management, 45(1), 3–14. 

 

Jöreskog, K.G. (1971). Simultaneous factor analysis in several populations. Psychometrika, 36(4), 409-426. 

 

Jorma, T., Tiirinki, H., Bloigu, R. & Turkki, L. (2015). LEAN thinking in Finnish healthcare. Leadership Health Services, 29(1), 9-36. 

 

Judd, C. M. & Kenny, D. A. (1981). Process analysis estimating mediation in treatment evaluations. Evaluation Review, 5(5), 602–619. 

 

Juran, J. M., Gryna, F. M. & Bingham, R. S. (1974). Quality control handbook. 3rd ed. New York: McGraw Hill. 

 

Kaltenbrunner, M., Mathiassen, S. E., Bengtsson, L. & Engström, M. (2019). Lean maturity and quality in primary care. Journal of Health Organization and Management, 33(2), 141-154. 

 

Kane, M., Chui, K., Rimicci, J., Callagy, P., Hereford, J., Shen, S, Norris, R. & Pickham, D. (2015). Lean manufacturing improves emergency department throughput and patient satisfaction. The Journal of Nursing and Administration, 45(9), 429-434. 

 

Kang, G. & James, J. (2004). Service quality dimensions: an examination of Grönroos’s service quality model. Managing Service Quality: An International Journal, 14(4), 266-277. 

 

Kang, G. D. (2006). Managing Service quality: integration of technical and functional quality. Managing Service quality: An International Journal, 16(1), 37-50. 

 

Kaplan, G. S., Patterson, S. H., Ching, J. M. & Blackmore, C. C. (2014). Why Lean doesn’t work for everyone. BMJ Quality & Safety, 23(12), 970-973. 

 

Kazemi, A. & Elfstrand Corlin, T. (2021). Linking supportive leadership to satisfaction with care: proposing and testing a service-profit chain inspired model in the context of elderly care. Journal of Health Organization and Management, 35(4), 492-510. 

 

Kim, C. S., Spahlinger, D. A., Kin, J. M. & Billi, J. E. (2006). Lean health care: what can hospitals learn from a world-class automaker?  Journal of Hospital Medicine: an official publication of the Society of Hospital Medicine, 1(3), 191-199. 

 

Kline, R. B. (2015). Principles and practice of structural equation modeling (4th ed.). New York, NY: Guilford Publications.  

 

Kock, N. & Hadaya, P. (2016). Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Information Systems Journal, 28(1), 227-261. 

 

Kock, N. & Lynn, G. (2012). Lateral collinearity and misleading results in variance-based SEM: an illustration and recommendations. Journal of the Association for Information Systems, 13(7), 546-580.   

 

Kock, N. (2015). Common method bias in PLS-SEM: A full collinearity assessment approach. International Journal of e-Collaboration (IJeC), 11(4), 1-10. 

 

Kollberg, B., Dahlgaard, J. J. & Brehmer, P-O. (2006). Measuring lean initiatives in health care services: issues and findings. International Journal of Productivity and Performance Management, 56(1), 7–24. 

 

Koufteros, X., Babbar, S. & Kaighobadi, M. (2009). A paradigm for examining second-order factor models employing structural equation modeling. International Journal of Production Economics, 120(2), 633-652. 

 

Krejcie, R. V. & Morgan, D. W. (1970). Determining sample size for research activities. Educational and psychological measurement, 30(3), 607-610. 

 

Kruk, M. E., Gage, A. D., Arsenault, C., Jordan, K., Leslie, H. H., Roder-DeWan, S., et al. (2018). Higg-quality health system is sustainable development goals era: time for a revolution. Lancet Global Health, 2018(6), e1196-e1252. 

 

Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry. Managing Service Quality: An International Journal, 19(3), 308-331. 

 

Lam, S. Y., Lee, V. S., Ooi, K. B. & Phusavat, K. (2012). A structural equation model of TQM, market orientation and service quality: Evidence from a developing nation. Managing Service Quality: An International Journal, 22(3), 281-309. 

 

Lee, C. H., Venkatraman, V., Tanriverdi, H. & Iyer, B. R. (2010). Complementarity-based hypercompetition in the software industry: Theory and empirical test, 1990–2002. Strategic Management Journal, 31(13), 1431-1456.  

 

Lee, D. (2017). HEALTHQUAL: a multi-item scale for assessing healthcare service quality. Service Business, 11(3), 491-516. 

 

Leebov, W. & Ersoz, C. J. (2003). The health care manager’s guide to continuous quality improvement. iUniverse, Bloomington.  

 

Leite, H. D. R. & Vieira, G. E. (2015). Lean philosophy and its applications in the service industry: a review of the current knowledge. Production, 25(3), 529-541. 

 

Leite, H., Lindsay, C. & Kumar, M. (2020). COVID-19 outbreak: implications on healthcare operations. The TQM Journal, 33(1), 247-256. 

 

Leite, H., Bateman, N. & Radnor, Z. (2016). A classification model of the lean barriers and enablers: a case from Brazilian healthcare. Paper presented at the 23rd EurOMA Conference, 17-22 Jun 2016, Trondheim, Norway. 

 

Levitt, T. (1972). Production Line approach to service. Harvard Business Review, 50(5), 32-43. 

 

Leyer, M., Reus, M. & Moormann, J. (2020). How satisfied are employees with lean environments? Production Planning & Control, 32(1), 52-62. 

 

Li, G., Field, J. M. & Davis, M. M. (2017). Designing lean process with improved Service quality: an application in financial services. Quality Management Journal, 24(1), 6-20. 

 

Liker, J. K. & Hoseus, M. (2008). Toyota culture. McGraw-Hill, NewYork. 

 

Lima, R. M., Dinis-Carvalho, J., Souza, T. A., Vieira, E. & Gonçalves, B. (2021). Implementation of lean in health care environment: an update of systematic reviews. International Journal of Lean Six Sigma, 12(2), 399-431. 

 

Loh, C. T., Krishna, M., Ho, W. K., Cheang, W. Y., Lim, W. Y., Oh, A. N. & Yu, W. T. (2019). Service quality and outpatients satisfaction in public hospitals in Malaysia. International Journal of Public Policy and Administration Research, 6(1), 57-73. 

 

Lopez, E. A., Requena, G. & Sanz-Lobera, A. (2015). Lean service: reassessment of Lean manufacturing for service activities. Procedia Engineering, 132(2015), 23-30. 

 

Lot, L. T., Sarantopoulos, A., Min, L. L., Perales, S. R., Boin, I. D. F. S. F. & Ataide, E. C. D. (2018). Using Lean tools to reduce patient waiting time. Leadership in Health Services, 31(3), 343-351. 

 

Lundgren, D.,  Ernsth Bravell, M., Börjesson, U. & Kåreholt, I. (2019). The impact of leadership and psychosocial work environment on recipient satisfaction in nursing homes and home care. Gerontology and Geriatric Medicine, 5, 1-9. 

 

Machado, V. C. & Leitner, U. (2010). Lean tools and lean transformation process in health care. International Journal of Management Science and Engineering Management, 5(5), 383-392.  

 

Maddern, H., Maull, R., Smart, A. & Baker, P. (2007). Customer satisfaction and service quality in UK financial services. International Journal of Operations & Production Management, 27(9), 998-1019. 

 

Malhotra, N. K., Kim, S. S. & Patil, A. (2006). Common Method Variance in Is Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research. Management Science, 52(12): 1865-1883. 

 

Manos, A., Sattler, M. & Alukal, G. (2006). Make healthcare lean. Quality Progress, 39(7), 24-30. 

 

 

Manzoor, F., Wei, L-B., Hussain, A., Asif, M. S. & Shah, S. I. A. (2019). Patient Satisfaction with Health Care Services; An Application of Physician’s Behavior as a Moderator. International Journal of Environmental Research and Public Health, 16(18), 1-16. 

 

Mararos, J. Lemstra, M. & Nwankwo, C. (2016). Lean interventions in healthcare- do they actually work? A systematic literature review. International Journal for Quality in Health Care, 28(2), 1-16. 

 

Marcoulides, G. A. & Saunders, C. (2006). Editor’s Comments – PLS: A Silver Bullet? MIS Quarterly, 30(2), iii-ix.  

 

Marsilio, M. & Pisarra, M. (2021). Lean management in health care: a review of reviews of socio-technical components for effective impact. Journal of Health Organization and Management, 35(4), 475-491.  

 

Marsilio, M., Pisarra, M., Rubio, K. & Shortell, S. (2022). Lean adoption, implementation, and outcomes in public hospitals: benchmarking the US and Italy health systems. BMC health services research, 22(1), 1-10. 

 

Martins Drei, S. & Sérgio de Arruda Ignácio, P. (2022). Lean healthcare applied systematically in a medium-sized medical clinic hospitalization. Journal of Health Organization and Management, 36(5), 666-689. 

 

Marzo, R. R., Bhattacharya, S., Ujang, N., Thein, W. N., Ting, A. H. F., Cheong, K. C., et al. (2021). The impact of service quality provided by health-care centers and physicians on patient satisfaction. Journal of Education and Health Promotion, 10(1), 160-165.  

 

Matt, D. T., Arcidiacono, G. & Rauch, E. (2018). Applying lean to healthcare delivery processes-a case-based research. International Journal on Advanced Science, Engineering and Information Technology, 8(1), 123-133.  

 

Mazzocato, P., Savage, C., Brommels, M., Aronsson, H. & Thor, J. (2010). Lean thinking in health care: a realist review of the literature. BMJ Quality and Safety in Health Care, 19(5), 376-382.  

 

McIntosh, B., Sheppy, B. & Cohen, I. (2014). Illusion or delusion-Lean management in the health sector. International Journal of Health Care Quality Assurance, 27(6), 482-492.  

 

Meesala, A. & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: thinking for the future. Journal of Retailing and Consumer Services, 40(2018), 261-269. 

 

Milgrom, P. & Roberts, J. (1995). Complementarities and fit strategy, structure, and organizational change in manufacturing. Journal of Accounting and Economics, 19(2-3), 179-208. 

 

Miller, R. & Chalapati, N. (2015). Utilizing lean tools to improve value and reduce outpatient wait times in an Indian hospital. Leadership in Health Services, 28(1), 57-69. 

 

Ministry of Health Malaysia (2015). Improving Malaysia’s Healtcare System to Meet Future Needs. Retrieved from https://kpkesihatan.com/2015/06/23/improving-malaysias-healthcare-system-to-meet-future-needs/ 

 

Ministry of Health Malaysia. (2018a). Annual Report Ministry of Health Malaysia 2018. (MOH/S/RAN/167.19(AR)-e). Retrieved from https://www.moh.gov.my/moh/resources/Penerbitan/Penerbitan%20Utama/ANNUAL%20REPORT/ANNUAL_REPORT_2018_compressed.pdf 

 

Ministry of Health Malaysia. (2018b). Technical report on Lean healthcare initiatives. Retrieved from https://ihm.moh.gov.my/images/publication/TECHNICAL-REPORT/LEAN/2018---Lean-Technical-Report.pdf 

 

Ministry of Health Malaysia. (2020a). Annual Report Ministry of Health Malaysia 2020. (MOH/S/RAN/205.21(AR)-e). Retrieved from https://www.moh.gov.my/moh/modules_resources/bookshelf/MOH_Annual_Report_2020_min/index.html 

 

Ministry of Health Malaysia. (2020b). MyLean Awareness Module 2020 (2nd edition). (MOH/S/IPK/64.20(GU)-e).  Retrieved from https://www.moh.gov.my/moh/resources/Vol_1_MHSR_Contextual_Analysis_2016.pdf 

 

Ministry of Health Malaysia. (2020c). Strategic Framework of the Medical Programme 2021- 2025. (MOH/P/PAK/438.20(BK)-e). Retrieved from https://www.moh.gov.my/moh/resources/Pelan_Strategik_KKM.pdf 

 

Ministry of Health Malaysia. (2021a). Health Facts 2021. (MOH/S/RAN/202.21(AR)). Retrieved from https://www.moh.gov.my/moh/resources/Penerbitan/Penerbitan%20Utama/HEALTH%20FACTS/Health_Facts_2021.pdf 

 

Ministry of Health Malaysia. (2021b). Malaysia National Health Accounts-Health Expenditure Report 1997-2019. (MOH/S/RAN/198.21(AR)-e). Retrieved from https://www.moh.gov.my/moh/resources/Penerbitan/Penerbitan%20Utama/MNHA/MNHA_Health_Expenditure_Report_1997-2019_02092021.pdf 

 

Miranda, F. J., Chamorro, A., Murillo, L. R. & Vega, J. (2012). Primary health care services quality in Spain: A formative measurement approach using PLS path modeling. International Journal of Quality and Service Sciences, 4(4), 387-398. 

 

Mooi, E. A. & Sarstedt, M. (2011). A concise guide to market research: The process, data, and methods using IBM SPSS Statistics. Berlin: Springer.  

 

Morteza, G., Masood, F., Dalila, B. M. M. F. & Ng, T. C. (2018). Modeling lean manufacturing success. Journal of Modelling in Management, 13(4), 908-931. 

 

Mosadeghrad, A. M. (2014). Why TQM does not work in Iranian health care organizations. International Journal of Health Care Quality Assurance, 27(4), 320-335. 

 

Mosadeghrad, A. M. (2015). Developing and validating a total quality management model for healthcare organisations. The TQM Journal, 27(5), 544-564. 

 

Mosadeghrad, A. M., Ebneshahidi, A., & Abdolmohammadi, N. (2018). The impact of strategic planning on patient satisfaction: a case study. Journal of Health Based Research, 4(1), 13-29. 

 

Mustaffa, W. S. W., Rahman, R. A., Habidin, N. F., Karim, N. A. H. & Ahmi, A. (2021). Patient satisfaction with health care Service quality: an empirical investigation at Malaysian public hospitals by utilizing SERVQUAL-Gap analysis. Turkish Journal of Computer and Mathematics Education, 12(1), 734-740.  

 

Naeira, E. P. B., Kamyar, S-L. & Nazli, G. G. (2021). Re-evaluation of the healthcare service quality criteria for the Covid-19 pandemic: Z-number fuzzy cognitive map. Applied Soft Computing, 112(2021), 1-17. 

 

Narang, R., Polsa, P., Soneye, A. & Fuxiang, W. (2015). Impact of hospital atmosphere on perceived health care outcome. International Journal of Health Care Quality Assurance, 28(2), 129-140. 

 

Näslund, D. (2008). Lean, six sigma and lean sigma: fads or real process methods? Business Process Management Journal, 14(3), 269-287. 

 

National Audit Department Malaysia (2018). Auditor General Report 2018. Retrieved from https://www.audit.gov.my/index.php/en/component/content/article/81-laporan-ketua-audit-negara/974-lkan-2019-s2 

 

National Audit Department Malaysia (2021). Auditor General Report 2019. Retrieved from https://www.audit.gov.my/index.php/en/auditor/974-lkan-2019-s2 

 

Nawanir, G., Binalialhaji, M., Lim, K. T. & Ahmad, M. H. (2019). Becoming Lean: The way towards sustainability of higher educations institutions. FGIC 2nd Conference on Governance and Integrity 2019, Pahang, Malaysia. 

 

Nawanir, G., Fernando, Y. & Lim, K. T. (2018). A second-order model of Lean manufacturing implementation to leverage production line productivity with importance-performance map analysis. Global Business Review, 19(3S), 1-16.  

 

Nawanir, G., Fernando, Y. & Lim, K. T. (2021). The complementarity of lean manufacturing practices with importance-performance analysis: how does it leverage inventory performance? International Journal Service and Operations Management, 39(2), 212-233. 

 

Nawanir, G., Lim, K. T., Lee, K. L., Okfalisa, Moshood, T. D. & Ahmad, A. N. A. (2020). Less for more: the structural effects of lean manufacturing practices on sustainability of manufacturing SMEs in Malaysia. International Journal Supply Chain Management, 9(2), 961-975. 

 

Nawanir, G., Lim, K.T., & Othman, S. & Adeleke, A. Q. (2018). Developing and Validating Lean Manufacturing Constructs: An SEM Approach. Benchmarking: An International Journal, 25(5), 1382-1405.  

 

Neuman, W. L. (1997). Social Research Methods: Qualitative and Quantitative Approaches. Boston, MA: Allyn and Bacon. 

 

Nguyen, T. L. H., & Nagase, K. (2021). Patient satisfaction and loyalty to the healthcare organization. International Journal of Pharmaceutical and Healthcare Marketing, 15(4), 496-515. 

 

Nightingale, D. & Mize, J. H. (2002). Development of a Lean enterprise transformation maturity model. Information Knowledge Systems Management, 3(1), 15-30. 

 

Noris, N. J., Indera, P. K, Libasin, Z. & Krishnan, M. (2022). Lean healthcare implementation in Malaysian specialist hospitals: challenges and performance evaluation. Journal of Health and Translational Medicine, 25(1), 27-39. 

 

Nunkoo, R., Teeroovengadum, V., Thomas, P. & Leonard, L. (2017). Integrating service quality as a second-order factor in a customer satisfaction and loyalty model. International Journal of Contemporary Hospitality Management, 29(12), 2978-3005. 

 

Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill. 

 

Ong, K. Y., Zailani, S., Kanapathy, K., Rahman, M. K., Al Mamun, A. & Bhuiyan, M. A. (2022). Determinants of effectiveness of lean healthcare performance in Malaysian public hospitals. The TQM Journal. 

 

Ooi, K. B., Lin, B., Tan, B. I., & Chong, A. Y. L. (2011). Are TQM practices supporting customer satisfaction and service quality?. Journal of Services Marketing, 25(6), 410-419. 

 

Owusu-Frimpong, N., Nwankwo, S. & Dason, B. (2010). Measuring service quality and patient satisfaction with access to public and private health care delivery. International Journal of Public Sector Management, 23(3), 203–220. 

 

Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. 

 

Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: a multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-40. 

 

Pearce, A. & Pons, D. (2019). Advancing lean management: the missing quantitative approach. Operations Research Perspectives, 6(2019), 100-114. 

 

Pearce, A., Pons, D. & Neitzert, T. (2018). Implementing lean- outcomes from SME case studies. Operations Research Perspectives, 5, 94-104.  

 

Peimbert-García, R. E. (2019). Analysis and evaluation of reviews on lean and six sigma in health care. Quality Management in Healthcare, 28(4), 229-236. 

 

Piercy, N. & Rich, N. (2015). The relationship between lean operations and sustainable operations. International Journal of Operations & Production Management, 35(2), 282-315. 

 

Podsakoff, P. M., MacKenzie, S. B. & Podsakoff, N. P. (2012). Sources of method bias in social science research and recommendations on how to control it. Annual review of psychology, 63, 539-569. 

 

Podsakoff, P. M., Mackenzie, S. B., Lee, J.-Y. & Podsakoff, N. P. (2003). Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies. Journal of applied psychology, 88(5), 879- 903. 

 

Poksinska, B. B., Fialkowska-Filipek, M. & Engström, J. (2016). Does Lean health care improve patient satisfaction? A mixed-method investigation into primary care. BMJ Quality & Safety, 26(2), 95–103.  

 

Pollack, B. L. (2009). Linking the hierarchical service quality model to customer satisfaction and loyalty. Journal of Service Marketing, 23/1(2009), 42-50. 

 

Poppendieck, M. (2002). Principles of Lean Thinking. Poppendieck. LLC. 

 

Preacher, K. J. & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891. 

 

Preacher, K. J. & Kelly, K. (2011). Effect size measures for mediation models: quantitative strategies for communicating indirect effects. Psychological Methods, 16(2), 93–115. 

 

Puthanveettil, B. A., Vijayan, S., Raj, A. & Sajan, M. P. (2020). TQM implementation practices and performance outcome of Indian hospitals: exploratory findings. The TQM Journal, 33(6), 1325-1346. 

 

Radnor, Z. (2010). Transferring Lean into government. Journal of Manufacturing Technology Management, 21(3), 411-428. 

 

Radnor, Z. J., Holweg, M. & Waring, J. (2012). Lean in healthcare: The unfilled promise? Social Science & Medicine, 74(3), 364-371.  

 

Radomir, L. & Moisescu, O. I. (2020). Discriminant validity of the customer-based corporate reputation scale: some causes for concern. Journal of Product & Brand Management, 29(4), 457-469. 

 

Rainer, H. & Mario, S. (2020). Lean startup: operationalizing Lean startup capability and testing its performance implications. Journal of Small Business Management, 58(1), 200-223.  

 

Ramayah, T., Cheah, J. Chuah, F., Ting, H. & Memon, M. A. (2018). Partial least square structural equation modeling (PLS-SEM) using SmartPLS 3.0: An updated guide and practical guide to statistical analysis (2nd ed.). Kuala Lumpur, Malaysian: Person. 

 

Raup, G. H. (2008). The impact of ED nurse manager leadership style on staff nurse turnover and patient satisfaction in academic health center hospitals. Journal of Emergency Nursing, 34(5), 403-409.  

 

Reinares-Lara, P., Rodríguez-Fuertes, A. & Garcia-Henche, B. (2019). The Cognitive Dimension and the Affective Dimension in the Patient’s Experience. Frontiers in Psychology, 10(September 2019), 1-10. 

 

Richard, M. D. & Allaway, A. W. (1993). Service quality attributes and choice behavior. Journal of Services Marketing, 7(1), 59-68. 

 

Robbins, B. & Davidhizar, R. (2020). Transformational leadership in health care today. The Health Care Manager, 39(3), 117-121. 

 

Robinson, S. Radnor, Z. J., Burgess, N. &Worthington, C. (2012). SimLean: Utilising simulation in the implementation of lean in healthcare. European Journal of Operational Research, 219(1), 188-197. 

 

Rossiter, J. R. (2002). The C-OA-SE procedure for scale development in marketing. International Journal of Research in Marketing, 19(4), 305-335.  

 

Rubin, A. & Babbie, E. R. (2016). Empowerment series: Research methods for social work. Cengage Learning. 

 

Rungtusanatham, M., Miller, J. W. & Boyer, K. K. (2014). Theorizing, testing, and concluding for mediation in SCM research: Tutorial and procedural recommendations. Journal of Operations Management, 32(3), 99-113. 

 

Rust, R. T. & Oliver, R. L. (1994). Service quality: insights and managerial implications from the frontier. In Rust, R. T. and Oliver, R. L. (Eds.), Service quality: new directions in theory and practice. (pp 1 – 19). Thousand Oaks, CA: Sage Publications. 

 

Sahoo, S. (2020). Lean manufacturing practices and performance: the role of social and technical factors. International Journal of Quality & Reliability Management, 37(5), 732-754.  

 

Samani, S. A. (2016). Steps in research process (Partial Least Square of Structural Equation Modeling (PLS-SEM)). International Journal of Social Science and Business, 1(2), 55-66. 

 

Santos, A. C. d. S. G. d., Reis, A. d. C., Souza, C. G. d., Santos, I. L. d. & Ferreira, L. A. F. (2020). The first evidence about conceptual vs analytical lean health care research studies. Journal of Health Organization and Management, 34(7), 789-806. 

 

Santos, B. B., Sigahi, T. F. A. C., Rampasso, I. S., Moraes, G. H. S. M. D., Leal Filho, W. & Anholon, R. (2023). Lean leadership: a bibliometric analysis. Benchmarking: An International Journal. 

 

Sarstedt, M., Hair, J. F., Cheah, J-H., Becker, J-M. & Ringle, C. M. (2019). How to specify, estimate, and validate higher-order constructs in PLS-SEM. Australasian Marketing Journal (AMJ), 27(3), 197-211. 

 

Sarstedt, M., Ringle, C. M. & Hair, J. F. (2017). Partial least squares structural equation modeling. In Homburg, C., Klarmann, M. and Vomberg, A. (Eds), Handbook of Market Research, Springer,Heidelberg. 

 

Saunders, M., Lewis, P. & Thornhill, A. (2009). Research methods for business students. (5th ed.). Pearson Education. 

 

Sekaran, U. & Bougie, R. (2010). Research methods for business: A skill-building approach (5th ed.). Haddington: John Wiley & Sons. 

 

Sekaran, U. (2003). Research Methods for Business: A Skill-Building Approach. (4th ed.). John Wiley & Sons, New York.  

 

Shafiq, M. & Soratana, K. (2020). Lean readiness assessment model – a tool for Humanitarian Organizations' social and economic sustainability. Journal of Humanitarian Logistics and Supply Chain Management, 10(2), 77-99. 

 

Shafiq, M., Naeem, M. A., Munawar, Z. & Fatima, I. (2017). Service quality assessment of hospitals in Asian context. The Journal of Health Care Organization, Provision, and Financing, 54, 1-12.  

 

Shah, R. & Ward, P. T. (2003). Lean manufacturing: context, practice bundles, and performance. Journal of Operations Management, 21(2), 129-149.  

 

Shah, R. & Ward, P. T. (2007). Defining and developing measures of lean production. Journal of Operations Management, 25(4), 785-805.  

 

Shahin, A. & Samea, M. (2010). Developing the models of service quality gaps: A critical discussion. Business Management and Strategy, 1(1), 1-11. 

 

Shakina, E., Parshakov, P. & Alsufiev, A. (2021). Rethinking the corporate digital divide: The complementarity of technologies and the demand for digital skills. Technological Forecasting and Social Change, 162, 120405. 

 

Sharma, G. (2017). Service Quality, Satisfaction and Loyalty on Online Marketing: An Empirical Investigation. Global Journal of Management and Business, 17(2-E), 1-11. 

 

Sharma, N. & Ojha, S. (2004). Measuring service performance in mobile communications. The Service Industries Journal, 24(6), 109–128. 

 

Simatupang, T. M. & Sridharan, R. (2018). Complementarities in supply chain collaboration. Industrial Engineering & Management Systems, 17(1), 30-42. 

 

Skinner, W. (1969). Manufacturing-missing link in corporate strategy. Harvard Business Review, 50(1), 136-145. 

 

Sohail, M. S. (2003). Service quality in hospitals: more favourable than you might think. Managing Service Quality: An International Journal, 13(3), 197-206. 

 

Solaimani, S., Talab, A. H. & Rhee, B. V. D. (2019). An integrative view on Lean innovation management. Journal of Business Research, 105(2019), 109-120.  

 

Sommer, A. C. & Blumenthal, E. Z. (2019). Implementation of Lean and Six Sigma principles in ophthalmology for improving quality of care and patient flow. Survey of Ophthalmology, Elsevier, 64(5), 720-728. 

 

Sreenivasan, A. & Suresh, M. (2023). Readiness for lean-sustainability in start-ups during the COVID-19 era. International Journal of Organizational Analysis, 31(1), 124-148. 

 

Stenzel, J. (2007). Lean Accounting: Best practices for sustainable integration. Hoboken, New Jersey: John Wiley & Sons Inc. 

 

Stone, M. (1974). Cross-validatory choice and assessment of statistical predictions. Journal of the Royal Statistical Society, 36(2), 111-147.  

 

Strang, K. (2015). The Palgrave handbook of research design in business and management. Springer. 

 

Straub, D. W. (1989). Validating instruments in MIS research. MIS Quarterly, 13(2), 147-169.  

 

Su, C. T., Chiang, T. L. & Chang, C. M. (2006). Improving service quality by capitalising on an integrated Lean Six Sigma methodology. International Journal of Six Sigma and Competitive Advantage, 2(1), 1-22. 

 

Sumaedi, S. Yarmen, M. & Bakti, I. G. M. Y. (2016). Health care service quality model: A multi-level approach with empirical evidence from a developing country. International Journal of Productivity and Performance Management, 65(8), 1007-1024. 

 

Sureshchandar, G. S., Rajendran, C. & Kamalanabhan, T. J. (2001). Customer perceptions of service quality: A critique. Total quality management, 12(1), 111-124. 

 

Svensson, C., Antony, J., Ba-Essa, M., Bakhsh, M. & Albliwi, S. (2015). A Lean Six Sigma program in higher education. International Journal of Quality & Reliability Management, 32(9), 951-969.  

 

Swank, C. K. (2003). The lean service machine. Harvard business review, 81(10) 123-130. 

 

Swartz, T. A. & Brown, S. W. (1989). Consumer and provider expectations and experiences evaluating professional Service quality. Journal of the Academy of Marketing Science, 17(2), 189-195. 

 

Tajudin, M. S. & Habidin, N. (2020). Lean healthcare practices improve the patient performance in public hospitals. The International Journal of Academic Research in Business and Social Sciences, 10(7), 783-796.  

 

Talib, F., Asjad, M., Attri, R., Siddiquee, A.N. & Khan, Z.A. (2019). Ranking model of total quality management enablers in healthcare establishments using the best-worst method. The TQM Journal, 31(5), 790-814. 

 

Tan, C. N. L., Ojo, A. O., Cheah, J. H. & Ramayah, T. (2019). Measuring the influence of service quality on patient satisfaction in Malaysia. Quality Management Journal, 26(3), 129-143. 

 

Teich, S. T. & Faddoul, F. F. (2013). Lean management-the journal from Toyota to healthcare. Rambam Maimonides Medical Journal, 4(2), 1-9. 

 

Terra, J. D. R. & Berssaneti, F. T. (2018). Application of lean healthcare in hospital services: a review of the literature (2007 to 2017). Production, 28, e20180009. 

 

The World Bank. (2021). Services, value added (% GDP). Retrieved from https://data.worldbank.org/indicator/NV.SRV.TOTL.ZS 

 

Tlapa, D., Zepeda-Lugo, C. A., Tortorella, G. L., Baez-Lopez, Y. A., Limon-Romero, J., Alvarado-Iniesta, A. & Rodriguez-Borbon, M. I. (2020). Effects of lean healthcare on patient flow: a systematic review. Value in Health, 23(2), 260-273. 

 

Tortorella, G., Narayanamurthy, G., Godinho Filho, M., Portioli Staudacher, A. & Mac Cawley, A. F. (2021). Pandemic's effect on the relationship between lean implementation and service performance. Journal of Service Theory and Practice, 31(2), 203-224. 

 

Tortorella, G., van Dun, D.H. & de Almeida, A.G. (2020). Leadership behaviors during lean healthcare implementation: a review and longitudinal study. Journal of Manufacturing Technology Management, 31(1), 193-215. 

 

Toussaint, J. S. & Berry, L. L. (2013). The promise of Lean in health care. In Mayo clinic proceedings, 88(1), 74-82. 

 

van Beers, J. C. A. M., van Dun, D. H. & Wilderom, C. P. M. (2022). Effective hospital-wide lean implementation: top-down, bottom-up or through co-creative role modeling?. International Journal of Lean Six Sigma, 13(1), 46-66. 

 

van Rossum, L., Aij, K. H., Simons, F, E., van der Eng, N. &  ten Have, W. D. (2016). Lean healthcare from a change management perspective. Journal of Health Organization and Management, 30(3), 475-493.  

 

Vanichchinchai, A. (2021a). An analysis of hospital characteristics on lean and service quality. International Journal of Lean Six Sigma, 12(6), 1184-1208. 

 

Vanichchinchai, A. (2021b). Assessing lean satisfaction and its enablers: a care provider perspective. Operations Management Research, 14(1), 95-106. 

 

Vanichchinchai, A. (2022). Relationships among lean, service quality expectation and performance in hospitals. International Journal of Lean Six Sigma, 13(2), 457-473. 

 

Vanichchinchai, A. (2023). Relationships between leadership and culture, human resources and process improvement in lean healthcare. Business Process Management Journal, 29(2), 430-466. 

 

Verma, P., Kumar, S. & Sharma, S. K. (2022). Evaluating the total quality and its role in measuring consumer satisfaction with e-health care services using the 5Qs model: a structure equation modeling approach. Benchmarking: An International Journal, 29(1), 22-46.  

 

Vignesh, V., Suresh, M. & Aramvalarthan, S. (2016). Lean in service industries: a literature review. IOP Conference Series Materials Science and Engineering, 149(1), 1-10. 

 

Wan Rashid, W. E. & Jusoff, H. K. (2009). Service quality in health care setting. International Journal of Health Care Quality Assurance, 22(5), 471-82. 

 

Ware, J. E. Jr. & Snyder, M. K. (1975). Dimensions of patient attitudes regarding doctors and medical care services. Medical Care, 13(8), 669-682.  

 

Womack, J. P. & Jones, D. D. (2003). Lean Thinking, Banish Waste and Create Wealth in your Corporation. Simon & Schuster, London. 

 

Womack, J. P., Jones, D. T. & Roos, D. (1990). The Machine that Changed the World: The Story of Lean Production. Simon and Schuster, New York, NY. 

 

Wong, K. K. K. (2013). Partial Least Squares Structural Equation Modeling (PLS-SEM) Techniques Using Smart PLS. Marketing Bulletin, 24(1), 1-32. 

 

World Health Organization (2021). WHO remains firmly committed to the principles set out in the preamble to the Constitution. Retrieved September 14, 2021, from https://www.who.int/about/governance/constitution 

 

World Health Organization. (2022, February). WHO Coronavirus (COVID-19) Dashboard. https://covid19.who.int/table 

 

Xesfingi, S. & Vozikis, A. (2016). Patient satisfaction with the healthcare system: Assessing the impact of socio-economic and healthcare provision factors. BMC Health Services Research, 16(94), 1-7.  

 

Yang, C. C. (2003). The establishment of a TQM system for the health care industry. The TQM Magazine, 15(2), 93-98. 

 

Yang, M. G., Hong, P. & Modi, S. B. (2011). Impact of lean manufacturing and environmental management on business performance: An empirical study of manufacturing firms. International Journal of Production Economics 129, 251- 261.  

 

Young, T. P. & McClean, S. I. (2008). A critical look at Lean thinking in health care. Quality and Safety in Health Care, 17(5), 382-386. 

 

Yousapronpaiboon, K. & Johnson, W.C. (2013). Measuring hospital out-patient service quality in Thailand. Leadership in Health Services, 26(4), 338-355. 

 

Yousapronpaiboon, K. (2014). SERVQUAL: Measuring higher education service quality in Thailand. Procedia – Social Behavioral Sciences, 116, 1088-1095. 

 

Yu, T., Demirli, K. & Bhuiyan, N. (2022). Lean transformation framework for treatment-oriented outpatient departments. International Journal of Production Research, 60(6), 1767-1781. 

 

Yunus, N. M., Latiff, D. S. Ab., Din, S. C. & Ma’on, S. N. (2013). Patient satisfaction with access to 1Malaysia clinic. Procedia-Social and Behavioral Sciences, 91(2013), 395-402. 

 

Zainul, E. (2020, May 12). MoH studying new ideas to reduce congestion at its hospitals, clinics. Theedgemarkets. hytps://www.theedgemarkets.com/article/moh-studying-new-ideas-reduce-congestion-its-hospitals-clinics 

 

Zarbo, R. J. (2012). Creating and sustaining a Lean culture of continuous process improvement. American Journal of Clinical Pathology, 138(3), 321-326. 

 

Zarei A, Arab M, Froushani A. R., Rashidian, A. & Tabatabaei, M. G. (2012). Service quality of private hospitals: the Iranian patients’ perspective. BMC Health Service Research, 12(31), 1-7. 

 

Zeithaml, V.A. (1987). Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA. 

 

Zhang, M. F., Dawson, J. F. & Kline, R. B. (2020). Evaluating the use of covariance-based structural equation modeling with reflective measurement in organizational and management research: a review and recommendations for best practice. British Journal of Management, 32(2), 257-272. 

 

  

 


This material may be protected under Copyright Act which governs the making of photocopies or reproductions of copyrighted materials.
You may use the digitized material for private study, scholarship, or research.

Back to previous page

Installed and configured by Bahagian Automasi, Perpustakaan Tuanku Bainun, Universiti Pendidikan Sultan Idris
If you have enquiries with this repository, kindly contact us at pustakasys@upsi.edu.my or Whatsapp +60163630263 (Office hours only)