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Item

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FACTORS INFLUENCING CUSTOMER SATISFACTION OF CLINICAL LABORATORY SERVICES IN YANGON (May Thet Su, 2019)

http://hdl.handle.net/20.500.12678/0000001219
14595dd2-8993-4acd-a1f5-a919826eb4b6
18686d49-5bc9-4d48-97bd-40228ccde906
None
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May May Thet Su (EMBA - 56).pdf (590 Kb)
Publication type
Thesis
Upload type
Other
Title
Title FACTORS INFLUENCING CUSTOMER SATISFACTION OF CLINICAL LABORATORY SERVICES IN YANGON (May Thet Su, 2019)
Language en
Publication date 2019-12-01
Authors
May Thet Su
Description
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.
Journal articles
Yangon University of Economics
Thesis/dissertations
Yangon University of Economics
Daw Myo Thandar Htun
0
0
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