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.