Service quality framework for clinical laboratories
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 11 May 2015
Abstract
Purpose
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.
Design/methodology/approach
The case study method has been used for conducting the exploratory study, with focus on the Mauritian public clinical laboratory. A structured questionnaire based on the SERVQUAL service quality model was used for data collection, analysis and for the development of the service quality framework.
Findings
The study confirms the pertinence of the following service quality dimensions within the context of clinical laboratories: tangibility, reliability, responsiveness, turnaround time, technology, test reports, communication and laboratory staff attitude and behaviour.
Practical implications
The service quality framework developed, termed LabSERV, is vital for clinical laboratories in the search for improving service delivery to medical practitioners.
Originality/value
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.
Keywords
Citation
Ramessur, V., Hurreeram, D.K. and Maistry, K. (2015), "Service quality framework for clinical laboratories", International Journal of Health Care Quality Assurance, Vol. 28 No. 4, pp. 367-381. https://doi.org/10.1108/IJHCQA-07-2014-0077
Publisher
:Emerald Group Publishing Limited
Copyright © 2015, Emerald Group Publishing Limited