Effect of Service Quality on customer satisfaction in Diagnostic Laboratory: A case of Arsho Medical Laboratory I n Addis Ababa

Abstract

The main objective of the study was toexamine the effect of service quality dimensions on customer satisfaction in Diagnostic laboratoriesin the case of Arsho Medical Laboratory. Theresearch used a mixed research approach, a Random sampling technique namely stratified random sampling for selected the sample and used primary and secondary data collection methods.Total samples of 400 were selected and 358 valid responses were collectedwho have taken a laboratory service in Arsho Medical Laboratory were taken as a respondent from the population. Aquestionnaire was designed based on the SERVQUAL model and used the five liker scales (Strongly agree, agree, neutral, disagree, strongly disagree) to examine all fivefactors of service quality in the model. The questionnaires were distributed to customers of Arsho Medical Laboratory for the ten branches of Addis Ababa. A multiple regression modeling approach was proposed as an effective method for studying the relationships and the statistical analysis of this study was done by SPSS software version 20, the result of the study shown in inference and descriptive analysis,in descriptive analysis tables, used and in inference analysis,Based on the findings,The results of the multiple linear regression analysis signals that there is variation in the effect of Diagnostic Laboratory service quality dimensions on customer satisfaction. Besides the F statistics which is used to measure the overall test of significance of the model was presented, and the null hypothesis can be rejected since the p-value is 0.000 which is sufficiently low, the model is well fitted at a 5per cent level of significance. Arsho Medical Laboratory hasa better focus on these dimensions to bring a higher level of satisfaction to their.