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

• Main Authors: Doheir, Mohamed A.S., Darwish, Marwan Walid Daoud, Saleh, Hasan, Al-Kumaim, Nabil Hasan Saleh, Mohd Yaacob, Noorayisahbe
• Format: Article
• Language: English
• Published: International Information and Engineering Technology Association 2024
• Online Access: http://eprints.utem.edu.my/id/eprint/28435/2/02723210120251548431626.pdf; http://eprints.utem.edu.my/id/eprint/28435/; https://www.iieta.org/journals/ijsdp/paper/10.18280/ijsdp.191231
• Institution: Universiti Teknikal Malaysia Melaka

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.