Analysis of the quality of service and customer satisfaction during the process of analysis of COVID19 RT-PCR tests in a clinical laboratory

Abstract

The objective of the research is to analyze the quality of the service and establish the relationship with customer satisfaction, during the process of analysis of RT-PCR COVID19 tests of a clinical laboratory in the province of Manabí in the Manta canton, the methodology to use focuses on the analysis of the process through a mixed approach with a descriptive cross-sectional design, the instruments for collecting information are of the documentary, observation and survey type, the method to be used is critical and interpretive, analytical based on the theoretical foundation obtained and quantitative. The research was developed according to the following activities: identify the service protocols during the process of analysis of RT-PCR COVID19 tests in a clinical laboratory and its critical aspects, for this step a documentary analysis of the information generated by the company where it establishes the procedure followed in the analysis process and to analyze the general characteristics, the ISO 15189: 2013 standard is used as the basis of the questionnaire; Next, to know the perception of quality by customers of the RT-PCR COVID19 test analysis service, a questionnaire was applied where an approach to customer satisfaction is made with quality of service skills established by the Servqual model in all its dimensions with an adaptation to the type of tests analyzed; Finally, through the results obtained and the comparison with other authors, strategic actions were proposed that managed to improve the quality of the test-bas-RT-PCR COVID19 analysis service in the laboratory studied.