The Level of Customer Satisfaction with the Services of the Medical Analysis Laboratories in Egypt

Abstract

Through literature review it was concluded that there is rarity of researches in the field of customers satisfaction chiefly on Medical laboratories, this was the most important support for this study.The aim of this study is to illustrate the meaning of the customer satisfaction concept and how it can be measured. Through exploring a number of models used to present and study customer satisfaction such as: Kano Model, Service-Profit Chain Model, Customer Expectation Model, Variability in the Service Process Model (Wharton), Common Measurements Tool (CMT), Customer Satisfaction Index (CSI) and the perspective of customer from (Kaplan and Norton) point of view. Towards the conclusion of thetheoretical part the study proposes a satisfaction segments model and a satisfaction measurement model. The field part was conducted by a survey study on a sample of 30 Egyptian medical laboratories customers, with the use of a questionnaire.The questionnaire was formed for this specific study; to demonstrate the needs of customers who use the Egyptian medical laboratories. The most important result is that Egyptian-customer satisfaction with the medical laboratories was 63.1%, with a mean of 4.51 and a Standard Deviation of 1.69. The study recommendation is: the need for applying further researches on the same area.