Assessment of quality of service at the main laboratory of the LAB aimed at satisfying internal customer needs

Abstract: This paper’s objectives are to establish and document internal clients’ perception about the quality of service received at the Main Laboratory of the LAB, a national laboratory dealing with transmittable diseases in South Africa. The study followed a quantitative design approach with cross functional examinations. Data collection tool was based on “SERVQUAL” model. Findings show that in terms of the quality dimensions, the LAB’s centres performed variably in many aspects and to a varying degree in different quality dimensions measured. Each centre had its own unique set of challenges. The recommendations made in this study can be implemented as a solution to the problems faced by the LAB and other similar departments. This study viewed from a South African perspective, is first of its kind as it explores the effectiveness of the implementation of a Quality Management System at a biosafety level 4, the only one on the African continent

How Kano’s Performance Mediates Perceived SERVQUAL Impact on Kansei

Through Kansei Engineering (KE) methodology in services, the perceived service quality shows a direct impact on Kansei response. In order to strengthen the KE methodology, Kano model is embedded considering the attractive [A] and one-dimensional [O] performances. However, to what extent the Kano performance brings significant impact on Kansei is questionable and has not been explored yet. It is beneficial to measure the effort spent to improve a certain service attribute, considering the Kano performance and its impact on Kansei. This study on logistics services confirms that the Kano’s attractive category [A] shows the highest impact on Kansei (with loading of 0.502), followed by one-dimensional [O] and must-be [M] ones (with loadings of 0.514 and 0.507), respectively. The service provider should prioritize Kano’s [A] service attributes first for improvement. Keywords - Kano, logistics services, Kansei, SERVQUA