Volume : 2, Issue : 6, June - 2013

An Emprirical Study on Service Quality Management at Bioclinical (Accredited) Laboratories, Chennai

Dr. K. Jawahar Rani, Mrs. A. S. Jeyasudha

Abstract :

Patients are taking a greater role in decisions about their care and treatment. Patients’ satisfaction is one important indicator of healthcare outcomes and plays key role in improving health service quality. Clinical laboratory’s managers often assume that they know what customers want and set out to directly measure laboratory performance in each specific area.A high–quality organization meets customers’ needs. In clinical laboratory monitoring, patients’ satisfaction is an important tool required for quality input. Comprehensive quality laboratory service is a challenging process which needs multiple sources of support from clients, service providers, managers and other stakeholders. The aim of this paper is to examine how the clients’ loyalty and confidence is influenced by the lab technicians’ and physicians’ interaction behavior towards the services of BIOCLINICAL LABORATORIES; CHENNAI