评核劳顾会主化验所的服务质素,以满足内部顾客的需要

S. Mukwakungu, E. M. Bakama, Alice Kabamba Lumbwe, M. Bolipombo, Dorcas Niati, Kidoge Ibrahimu, Jonathan Eljadael Kasongo, C. Mbohwa
{"title":"评核劳顾会主化验所的服务质素,以满足内部顾客的需要","authors":"S. Mukwakungu, E. M. Bakama, Alice Kabamba Lumbwe, M. Bolipombo, Dorcas Niati, Kidoge Ibrahimu, Jonathan Eljadael Kasongo, C. Mbohwa","doi":"10.1109/IEEM.2018.8607406","DOIUrl":null,"url":null,"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.","PeriodicalId":119238,"journal":{"name":"2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)","volume":"486 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2018-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Assessment of Quality of Service at the Main Laboratory of the LAB Aimed at Satisfying Internal Customer Needs\",\"authors\":\"S. Mukwakungu, E. M. Bakama, Alice Kabamba Lumbwe, M. Bolipombo, Dorcas Niati, Kidoge Ibrahimu, Jonathan Eljadael Kasongo, C. Mbohwa\",\"doi\":\"10.1109/IEEM.2018.8607406\",\"DOIUrl\":null,\"url\":null,\"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.\",\"PeriodicalId\":119238,\"journal\":{\"name\":\"2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)\",\"volume\":\"486 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2018-12-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1109/IEEM.2018.8607406\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"2018 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1109/IEEM.2018.8607406","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0

摘要

本文的目的是建立和记录内部客户对实验室主实验室(南非一个处理传染病的国家实验室)所接受服务质量的看法。本研究采用定量设计方法进行交叉功能检查。数据采集工具基于“SERVQUAL”模型。调查结果显示,就质素方面而言,劳顾会各中心在许多方面表现各异,在不同质素量度方面的表现亦有不同程度。每个中心都有自己独特的挑战。本研究提出的建议,可作为劳顾会及其他类似部门所面对的问题的解决方案。这项研究从南非的角度来看,是同类研究中的第一个,因为它探讨了在生物安全4级实施质量管理体系的有效性,这是非洲大陆唯一的一个。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Assessment of Quality of Service at the Main Laboratory of the LAB Aimed at Satisfying Internal Customer Needs
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.
求助全文
通过发布文献求助,成功后即可免费获取论文全文。 去求助
来源期刊
自引率
0.00%
发文量
0
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信