Title: Employee's perception of the effect of Six Sigma projects on customer satisfaction

Authors: Anthony L. Williams; Mahour Mellat-Parast; Stephanie G. Adams

Addresses: Department of Industrial and Management Systems, University of Central Florida, 4000 Central Florida Blvd., P.O. Box 162993, Orlando, FL 32816, USA. ' Department of Management, School of Business and Economics, North Carolina A&T State University, 1601 E Market Street, Greensboro, NC 27411, USA. ' Department of Engineering Education, Virginia Polytechnic Institute and State University, 660 McBryde Hall, Blacksburg, VA 24061, USA

Abstract: The paper investigates employee's perception on the effect of Six Sigma process improvement projects on customer satisfaction. Five constructs have been developed to measure customer satisfaction: reliability, availability, completeness, responsiveness, and professionalism. This research attempts to examine the relationship between customer satisfaction and the five constructs as well as the perceptions of the organisations which employed Six Sigma and how Six Sigma implementation affects customer satisfaction. The results show that all constructs are significantly related to customer satisfaction. In addition, it is shown that implementation of Six Sigma projects improves customer satisfaction.

Keywords: six sigma; customer satisfaction; process improvement; quality management; employee perceptions.

DOI: 10.1504/IJAOM.2012.047635

International Journal of Advanced Operations Management, 2012 Vol.4 No.3, pp.177 - 194

Received: 18 Mar 2010
Accepted: 24 Feb 2011

Published online: 06 Jul 2012 *

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