Indentify and Prioritization of Factors Affecting the Service Quality in Medical Diagnostic Laboratories using a multi-criteria decision-making techniques( DEMATEL technique) Case Study: Social Security medical diagnostic laboratories Alborz Province

Customer satisfaction is among the primary goals in any organization. Therefore, understanding the needs and wants of customers is a top priority in the classification of organizational activities. Given the importance of service quality, service evaluation is an operation that arises in thiscontext which aims at measuring the service quality and is of vital importance. This study investigates the quality of diagnostic laboratory services in Alborz province based on Kang andJames model. For this purpose, the questionnaire was used as the main data collection tool and the statistical population consisted of all patients referred to the medical diagnostic center inAlborz province. Overall, there are 270 medical diagnostic laboratory in Alborz province amongwhich 110 laboratories are public and the rest are private. To conduct the study, 210 patients from different laboratories were randomly selected and the collected data were analyzed usingstructural equations model. The results show that users were satisfied with all dimensions oflaboratory services and the presented model is approved. Rankings using DEMATEL techniques, It shows Priority factors affecting the quality of service are Responsiveness (23.5%) , Reliability (20.1%) , Empathy (15.2%) , Facilities (13.6%) , ssurance(12.1%),Timeliness (9.7%), Quality of the results (5.8%) in laboratory services

Keywords:

Service quality , client satisfaction , DEMATEL technique , Social Security laboratories