AUTHORS:

S.C. Mukwakungu, E.M. Bakama, A.K. Lumbwe, M.M. Bolipombo, D. Niati, K. Ibrahimu, J.E. Kasongo and C. Mbohwa

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.

KEYWORDS:

Service quality, SERVQUAL, Quality Management System (QMS)

---

DOWNLOAD