An Empirical Study on Customers’ Satisfaction on Lean Management

Samuel P. D. Anantadjaya , Gyda Budiyati , Pandu Adi Cakranegara , Irma M. Nawangwulan , Ray Octafian ·

YOU? · · 2023 · Open Access · · DOI: https://doi.org/10.33168/jsms.2023.0633

The concept of lean management emerged in the 1990s, primarily championed by prominent automotive companies such as Ford and Toyota.Lean management focuses on the continuous reduction of waste within production processes to enhance productivity, increase customer satisfaction, and gain a competitive edge in the market.Recognizing the advantages associated with lean management, this research paper aims to explore the direct relationship between the implementation of lean management tools and customer satisfaction within the restaurant industry.The study collected data through a questionnaire distributed among selected Indonesian and German restaurants.The data analysis involved utilizing software such as SPSS and AMOS, and structural equation modeling (SEM) was employed to test the hypotheses of the research model.The findings reveal a significant positive correlation of 74% between lean management practices in restaurants and customer satisfaction.Among the subvariables, price and value fairness (PVF) exhibited the strongest correlation of 77% with customer satisfaction, surpassing other factors.Furthermore, the layout of the restaurant had a notable impact on lean management implementation, accounting for 68% of the observed effects.