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.
['Anthony Williams', 'Mahour Mellat-Parast', 'Stephanie G. Adams']
Employee’s perception of the effect of Six Sigma projects on customer satisfaction