The Impact of Process Management on Customer Satisfaction in Manufacturing Industries – A systematic Literature Review

Abstract

The study aims at systematically reviewing the literature which investigated the association between process management practices and customer satisfaction in manufacturing organizations. Peer-reviewed publications, indexed in Scopus database, were identified, screened and synthesized using the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework and published between 1982 and 2026. To explore the trends of publication, thematic evolution, keyword networks and conceptual relationships, the selected 65 eligible studies were analysed using systematic review and bibliometric approach. The results reveal the use of process management techniques is always to enhance the operational efficiency, product quality, process reliability and delivery performance and thus, customer satisfaction, invariably. Indeed, the review reveals that Industry 4.0 technologies provide the ability to improve these relationships through digital technologies, digital integration, automation and real-time decision making. The study highlights key methodological and theoretical gaps, such as the lack of standardized measurement models and the lack of evidence from longitudinal studies and suggests future research directions. It also has implications for manufacturing companies who are looking for sustainable operational excellence and value creation for their customers.