Title: Integration of lean thinking and service quality in the healthcare sector

Authors: Berhanu Tolosa; Daniel Kitaw; Kassu Jilcha; Sisay Sirgu

Addresses: School of Mechanical and Industrial Engineering, Addis Ababa Institute of Technology, Addis Ababa University, Addis Ababa, Ethiopia ' School of Mechanical and Industrial Engineering, Addis Ababa Institute of Technology, Addis Ababa University, Addis Ababa, Ethiopia ' School of Mechanical and Industrial Engineering, Addis Ababa Institute of Technology, Addis Ababa University, Addis Ababa, Ethiopia ' School of Mechanical and Industrial Engineering, Addis Ababa Institute of Technology, Addis Ababa University, Addis Ababa, Ethiopia; St. Paul's Hospital Millennium Medical College, Addis Ababa, Ethiopia

Abstract: Healthcare service quality has a pivotal goal in every country's economy and level of productivity. The sector has turned its attention to a lean approach due to a growing influence in reducing cost and waiting time, enhancing service quality, and increasing flexibility. The main objective of the study is to investigate the existing databases under the umbrella of quality service and lean thinking to identify possible research gaps. The study used different databases to conduct a comprehensive assessment of the literature to enhance service quality. Using a descriptive analysis technique, the selected studies were carefully evaluated and analysed by their study distribution; year of publication, method, potential factors (dimension, knowledge, trust, etc.), scope, relationships, area, and findings. Finally, the study showed that lean service quality adoption is the major research gap that blocks the performance of the service sector in general and healthcare in particular. The authors suggested lean service quality improves healthcare patient satisfaction and future research directions were also forwarded to initiate young researchers in the sector.

Keywords: service quality; lean thinking; healthcare; health system.

DOI: 10.1504/IJSOM.2025.150651

International Journal of Services and Operations Management, 2025 Vol.52 No.4, pp.503 - 529

Received: 21 Mar 2023
Accepted: 02 Apr 2023
Published online: 19 Dec 2025 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article