What is it about?
The purpose of this paper is to illustrate a service quality framework that enhances service delivery in clinical laboratories by gauging medical practitioner satisfaction and by providing avenues for continuous improvement.
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Why is it important?
This is a pioneering work carried out in the clinical laboratory sector in Mauritius. Medical practitioner expectations and perceptions have been simultaneously considered to generate a novel service quality framework for clinical laboratories.
Perspectives
The eight Service quality dimensions addressed in our developed framework is meant to suit clinical laboratories. They interact to enhance service quality, which impacts on customer satisfaction. The framework also allows flexibility about the service quality attributes which can be changed, modified or re-structured upon changing circumstances. The framework is moreover useful towards continual improvement as per the ISO 15189:2012 standard.
Mr kaylasson Maistry
Food and Agricultural Research Council
Read the Original
This page is a summary of: Service quality framework for clinical laboratories, International Journal of Health Care Quality Assurance, May 2015, Emerald,
DOI: 10.1108/ijhcqa-07-2014-0077.
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