FACTORS INFLUENCING CUSTOMER SATISFACTION OF CLINICAL LABORATORY SERVICES IN YANGON

This study focuses on the factors influencing the customer satisfaction of clinical laboratory services in Yangon and analyze the effect of customer satisfaction on customer loyalty of clinical laboratory services in Yangon. This study is conducted through structured questions with 346 respondents who have experiences in any clinical laboratory services in Yangon. The sampling method is simple random sampling. The findings of the study show that the physical environment and cost of laboratory tests are positively influence the customer satisfaction. The physical environment of laboratory promotes positive feelings within consumers and influences positive customer satisfaction. Additionally, attractiveness of best price in offering laboratory services has an effect on customer satisfaction and that the better pricing plan, the more satisfied the customers are. Furthermore, the study indicates that the customer satisfaction has a large impact on the customer loyalty on clinical laboratory services. Therefore, laboratory service providers should act in integrity, being polite, friendly, offer personalized medical care and be interested with patient needs so as to positively influence customer satisfaction