Kano’s Model for Clinical Laboratory

The clinical laboratory has received considerable recognition globally due to the rapid development of advanced technology, economic demands and its role in a patient’s treatment cycle. Although various cross-domain experiments and practices with respect to clinical laboratory projects are ready for the full swing, the customer needs are still ambiguous and debatable. The purpose of this study is to apply Kano’s model and customer satisfaction matrix to categorize service quality attributes in order to see how well these attributes are able to satisfy customer needs. The result reveals that ten of the 26 service quality attributes have greater impacts on highly increasing customer’s satisfaction and should be taken in consideration firstly.

• Khaled N. El-Hashmi
• Omar K.Gnieber

• Clinical laboratory
• Customer satisfaction matrix
• Kano’s Model
• Quality Attributes
• Voice of Customer.

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