The Impact of Operation Revitalisation Strategies in Power Generation Plants on Customer Satisfaction

Abstract

Purpose: The purpose of this manuscript is to examine the influence of operation revitalization strategies and management reforms on customer satisfaction in the power plant industry. Theoretical framework: The conceptual model for this study was developed based on previous research in the field of project management in Malaysia and globally. The conceptual model has three operations revitalization variables that affect customer satisfaction. Design/methodology/approach: A survey instrument in the form of a structured questionnaire was designed based on a careful review of pertinent literature. This study collected empirical data from 196 respondents. Multiple regression analysis is used to test the significance of the research model. Findings: The regression results reveals that business process reengineering, agile and lean manufacturing and reconfigurable manufacturing system effects customer satisfaction. Research, Practical & Social implications: The implication drawn from this study aids project managers in providing a focus on the key variables that affect customer satisfaction in the power plant industry. Originality/value: The key value of this research lies in its findings of the key variables influencing customer satisfaction in the power plant industry in Malaysia which is currently under researched.

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