Optimizing customer satisfaction through sustainable service quality in ISO 17025 accredited calibration laboratories

Doheir, Mohamed A.S. and Darwish, Marwan Walid Daoud and Saleh, Hasan and Al-Kumaim, Nabil Hasan Saleh and Mohd Yaacob, Noorayisahbe (2024) Optimizing customer satisfaction through sustainable service quality in ISO 17025 accredited calibration laboratories. International Journal of Sustainable Development and Planning, 19 (12). 4843 - 4849. ISSN 1743-7601

Text
02723210120251548431626.pdf
Available under License Creative Commons Attribution.
Download (1MB)

Official URL: https://www.iieta.org/journals/ijsdp/paper/10.1828...

Abstract

This paper investigates how dimensions of sustainable service quality (SSQ) impact customer satisfaction, particularly in ISO 17025 accredited calibration laboratories in Saudi Arabia and Bahrain. The research addresses the challenge of maintaining customer satisfaction while enhancing competitive advantages through sustainable calibration services. Adopting the Stimulus-Organism-Response (S-O-R) theoretical model, this study employs a quantitative approach to test the proposed measurement model using Smart PLS 4. A pilot study with 35 respondents was conducted to validate the conceptual framework, which was based on the S-O-R theory. The pilot test confirmed the reliability of the constructs, though the sample size is limited. The findings provide preliminary support for the relationship between sustainable service quality and customer satisfaction. Future research will expand the dataset and conduct hypothesis testing to further inform practices in ISO 17025 laboratories.

Item Type:	Article
Uncontrolled Keywords:	Accreditation, Accuracy, Calibration, Customer relationship management (CRM), ISO/IEC 17025, Sustainability, Sustainable and service quality (SSQ), Transparency
Divisions:	Faculty of Technology Management and Technopreneurship
Depositing User:	Sabariah Ismail
Date Deposited:	11 Feb 2025 09:39
Last Modified:	11 Feb 2025 09:39
URI:	http://eprints.utem.edu.my/id/eprint/28435
Statistic Details:	View Download Statistic

Actions (login required)

View Item