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House of Service Quality
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Hassan Tufail
Shahid Ali
Umer MukhtarMehreen Shahid
House of Service Quality
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ServiceElements
Customer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Relative
4 3 4 7
4 7 3 3
8 4 7 8 7 5
8 5 4 1
5 2 6 1 1 7
8 8 8 1
8 8 7 8 8 5
7 8 8 1
2 8 7 2 8 8
2 7 8 8 8 7
Sample
collection
Promptinfo
availa
ble
Patie
nt
datab
ase
OnlineR
eport
Acce
ss
Cleanliness
Hygie
ne
Proto
col
Fully
Integrated
High
ly
Profess
ional
Sterilized
equipm
ent
BarCod
ingof
Samp
les
1 2 3 4 5
* o
*
* o
o *
*
Legends
* Al-Razi Health Care
Customer Perceptions
o Shaukat Khanum Lab
*
*
+
-
Comparison with
Shokat Khanam Lab
*
* * * *
* * *
Weighted Score 174 209 251 184
226 234 225 229 196 88
* *
3 7 8 6 7Improvement Difficulty Ran 8 1 2 7 9
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ServiceElements
Customer Expectations 1 2 3 4 5
Reliability 7 * o
Responsiveness 8 *
Assurance 7 * o
Empathy 8 o *Tangibility 6 *
+
-
Medium
Al-Razi Health Care
* * * *
Relationships
* Strong
251
2
Week
*
225
7
Samp
le
ll
i
7
8
5
75
*
234
3
*
Sterili
zed
i
8
Promptinfo
il
l
7
High
ly
i
l
8
Hygie
nel
Fully
I
BarCodingof
l
Patie
nt
o
Legends
* Al-Razi Health Care
Shaukat Khanum Lab
7
Customer Perceptions
7
1
mprovement Difficulty Ran 8 1 9 8 6
*
Weighted Score 174 209 226 229 196 88
* * **
Comparison with
Shokat Khanam Lab
184
7
8 4 7 3 48 4
75 2 1 7 3 31 4
17
6
8 8 8 5 4
2
8
8
8
7
OnlineR
eport
Cleanli
ness
2 7 8 8 8
2 8 8 8 8 1
elative
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Service
Elements
Customer Expectations 1 2 3 4 5
Reliability 8 * o
Responsiveness 7 *
Assurance 8 * o
Empathy 6 o *
Tangibility 8 *
+
-
Relationships
* Strong*
Medium
Week
Legends
* * Al-Razi Health Care
Hygienel
Fully
I
Highly i
l
Sterilize
d
i
BarCodingof
l
Sample
ll
i
Promptin
fo
il
l
Patient
OnlineRep
ort
Cleanline
ss
Customer Perceptions
Shaukat Khanum Lab
7 7 7 1
2 7 7 2 7 7
2 8 8 7 7 7
7 7 7 2
7 7 5
5
7 4 6 7 7 6
7 5 3 2
5 2 5 2 2 7
mprovement Difficulty Ran 8 1 4 8 9
229 235 217Weighted Score 180 213 247 194
6 7 8 7 8
o o o o
213 173 132
o o oo
Shaukat Khanum Lab
o o
4 4 4 8
Comparison with Al-
Razi Lab
4 6 2
8 7 7
elative
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ServiceElements
Customer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Relative
4 3 4 7
4 7 3 3
8 4 7 8 7 5
8 5 4 1
5 2 6 1 1 7
8 8 8 1
8 8 7 8 8 5
7 8 8 1
2 8 7 2 8 8
2 7 8 8 8 7
Sample
collection
Promptinfo
availa
ble
Patient
datab
ase
OnlineR
eport
Acce
ss
Cleanliness
Hygiene
Proto
col
Fully
Integrated
High
ly
Profess
ional
Sterilized
equipm
ent
BarCod
ingof
Samp
les
1 2 3 4 5
* o
*
* o
o *
*
Legends
* Al-Razi Health Care
Customer Perceptions
o Shaukat Khanum Lab
*
*
+
-
3 7 8 6 7Improvement Rank 8 1 2 7 9
226 234 225 229 196 88
* *
Weighted Score 174 209 251 184
* * * *
* * *Comparison with
Shokat Khanam Lab
*
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Service
ElementsCustomer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Relative
House of Service QualityExpectation 1 2 3 4 5 6 7 8 9
Competent and skilled employees who can deliver
accurate results
Fulfill needs of customers by providing services on
time
Responsiveness:
Efficient employees to perform various tasks with
ease and within specific time frame
Responds to complaints and quires well on time
Assurance:
Competent staff who do their job very well and tells
u what u need to know
Trustworthy, safe and easily contactable
Empathy
Very patient and very friendly staff who gives you
individusal attention
Patient's best interest at heart
Tangibility
Clean, hygienic and healthy physical environment
Well dressed, neat and clean employees
1. Considering a world class lab to be a 9 how would you rate Al-Razi on the following
service features from 1 to 9
Reliability:
Questionnaire for Al-Razi Health Care
We are the students of MBA at GCU Lahore. We are going to analysize the quality of Patahlogy
Services provided by Alrazi Health Care. We need your response regarding your expectations from
Alrazi Health Care. This information is confidencial and will be used only for educational purposes.
Referent Expectations Format
Competent and skilled employees who can deliver
accurate results
Fulfill needs of customers by providing services on
time
Efficient employees to perform various tasks with
ease and within specific time frame
Responds to complaints and quires well on time
Competent staff who do their job very well and tells
u what u need to know
Trustworthy, safe and easily contactable
Very patient and very friendly staff who gives you
individusal attention
Patient's best interest at heart
Clean, hygienic and healthy physical environment
Well dressed, neat and clean employees
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Service
ElementsCustomer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Relative
4 3 4 7
4 7 3 3
8 4 7 8 7 5
8 5 4 1
5 2 6 1 1 7
8 8 8 1
8 8 7 8 8 5
7 8 8 1
2 8 7 2 8 8
2 7 8 8 8 7
Sa
mple
collection
Prom
ptinfo
available
Patient
database
Onlin
eReport
A
ccess
Clea
nliness
Hy
giene
Protocol
F
ully
Inte
grated
H
ighly
Professional
Ste
rilized
equ
ipment
BarC
odingof
Sam
les
1 2 3 4 5
* o
*
* o
o *
*
Legends
* Al-Razi Health Care
Customer Perceptions
o Shaukat Khanum Lab
*
*
+
-
Comparison with
Shokat Khanam Lab
*
* * * *
* * *
Weighted Score 174 209 251 184
226 234 225 229 196 88
* *
3 7 8 6 7Improvement Difficulty Ran 8 1 2 7 9
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4 3 4 7
4 7 3 3
8 4 7 8 7 5
8 5 4 1
5 2 6 1 1 7
8 8 8 1
8 8 7 8 8 5
7 8 8 1
2 8 7 2 8 8
2 7 8 8 8 7
Sa
mple
collection
Prom
ptinfo
available
Patient
database
Onlin
eReport
A
ccess
Clea
nliness
Hy
giene
Protocol
F
ully
Inte
grated
H
ighly
Professional
Ste
rilized
equ
ipment
BarC
odingof
Sam
les
Service
ElementsCustomer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Relative
1 2 3 4 5
* o
*
* o
o *
*
Legends
* Al-Razi Health Care
Customer Perceptions
o Shaukat Khanum Lab
*
*
+
-
3 7 8 6 7Improvement Rank 8 1 2 7 9
226 234 225 229 196 88
* *
Weighted Score 174 209 251 184
* * * *
* * *Comparison with
Shokat Khanam Lab
*
Sr. No. List of Controlable Factors
Al-Razi Health Care1 Hygiene Protocol
2 Fully Integrated System
3 Highly Professional Pathalogist
4 Sterilized equipment
5 Bar Coding of Samples
6 Sample collection
7 Prompt info available
8 Patient database
9 Online Report Access
10 Cleanliness
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4 3 4 7
4 7 3 3
8 4 7 8 7 5
8 5 4 1
5 2 6 1 1 7
8 8 8 18 8 7 8 8 5
7 8 8 1
2 8 7 2 8 8
2 7 8 8 8 7
Sample
collection
Promptinfo
available
Patient
database
OnlineReport
Access
Cleanliness
Hygiene
Protocol
Fully
Integrated
Highly
Professional
Sterilized
equipment
BarCodingof
Sam
les
Service
ElementsCustomer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Relative
1 2 3 4 5
* o
*
* o
o *
*
Legends
* Al-Razi Health Care
Customer Perceptions
o Shaukat Khanum Lab
*
*
+
-
3 7 8 6 7Improvement Rank 8 1 2 7 9
226 234 225 229 196 88
* *
Weighted Score 174 209 251 184
* * * *
* * *Comparison with
Shokat Khanam Lab
*
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1 2 3 4 5
* o
*
* o
o *
*
Legends
* Al-Razi Health Care
Customer Perceptions
o Shaukat Khanum Lab
4 3 4 7
4 7 3 3
8 4 7 8 7 5
8 5 4 1
5 2 6 1 1 7
8 8 8 1
8 8 7 8 8 5
7 8 8 1
2 8 7 2 8 8
2 7 8 8 8 7
Sample
collection
Promptinfo
available
Patient
database
Onlin
eReport
A
ccess
Cleanliness
Hygiene
Protocol
Fully
Integrated
H
ighly
Professional
Ste
rilized
equ
ipment
BarC
odingof
Sa
mples
Service
ElementsCustomer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Relative
*
*
+
-
3 7 8 6 7Improvement Rank 8 1 2 7 9
226 234 225 229 196 88
* *
Weighted Score 174 209 251 184
* * * *
* * *Comparison with
Shokat Khanam Lab
*
Y fi d Al R i t b bl f idi t lt
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1 2 3 4 5
* o
*
* o
o *
*
Legends
* Al-Razi Health Care
Customer Perceptions
o Shaukat Khanum Lab
Rate the statements below from 1 to 5 while 1 for strongly
disagree and 5 for strongly agree according to your perception
about Al-Razi.
1 2 3 4 5
You find Al-Razi to be capable of providing accurate results.
You think they value your time during the various processes being
performed.
When they promise to do something by a certain time, they do it.
You think that Al-Razi provides all services and caters to all the
needs of the customers.
You are satisfied with the expertise and the skill level of the
laboratory technicians.
The laboratory has been able to provide results on time.
The laboratory technicians were efficient in conducting the sample.
The receptionist is able to retrieve your previous data quickly.You have to wait long before you got sampled.
The laboratory was able to effectively handle the complaints and
queries by you.
You believe that the samples that you provide to the laboratory are in
safe hands.
Employees tell you everything which you need to know.
Overall the hospital staff does their jobs very well.
You are able to contact Al-Razi easily.
Over all the staff is very competent in doing their jobs.
The staff is very patient in attending to your needs.
The staff responds to you in a very friendly way.The employees give you individual attention.
Al- Razi has patients best interest at heart.
You believe that they use sterilized rooms and they are following
proper hygienic protocol.
They provide clean bathrooms for collection of urine sample.
They are using the best available surgical equipment for sampling and
testing.
Al-Razi provides you with clean, hygienic and healthy physical
environment during laboratory diagnostic procedure.
Employees are well dressed and appear neat.
Responsiveness:
Assurance:
Empathy:
Tangibility:
Questionnaire for Al-Razi Health Care
We are the students of MBA at GCU Lahore. We are going to analysize the quality of Patahlogy
Services provided by Alrazi Health Care. We need your response regarding your experience with
Alrazi Health Care. This information is confidencial and will be used only for educational purposes.
PERCEPTION
Reliability:
You find Al-Razi to be capable of providing accurate results.
You think they value your time during the various processes being
performed.
When they promise to do something by a certain time, they do it.
You think that Al-Razi provides all services and caters to all the
needs of the customers.
You are satisfied with the expertise and the skill level of the
laboratory technicians.
Reliability
The laboratory has been able to provide results on time.
The laboratory technicians were efficient in conducting the sample.
The receptionist is able to retrieve your previous data quickly.
You have to wait long before you got sampled.
The laboratory was able to effectively handle the complaints and
queries by you.
Responsiveness
The staff is very patient in attending to your needs.
The staff responds to you in a very friendly way.
The employees give you individual attention. Al- Razi has patients best interest at heart.
Empathy
You believe that the samples that you provide to the laboratory are insafe hands.
Employees tell you everything which you need to know.
Overall the hospital staff does their jobs very well.
You are able to contact Al-Razi easily.
Over all the staff is very competent in doing their jobs.
Assurance
You believe that they use sterilized rooms and they are following
proper hygienic protocol.
They provide clean bathrooms for collection of urine sample.
They are using the best available surgical equipment for sampling and
testing.
Al-Razi provides you with clean, hygienic and healthy physical
environment during laboratory diagnostic procedure.
Employees are well dressed and appear neat.
Tangibility
4 3 4 7
4 7 3 3
8 4 7 8 7 5
8 5 4 1
5 2 6 1 1 7
8 8 8 1
8 8 7 8 8 5
7 8 8 1
2 8 7 2 8 8
2 7 8 8 8 7
Sample
col
lection
Promptinfo
available
Patient
da
tabase
Onlin
eReport
A
ccess
Cleanliness
Hygiene
Pr
otocol
Fully
Integrated
H
ighly
Prof
essional
Ste
rilized
equ
ipment
BarC
odingof
Sa
mples
Service
ElementsCustomer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Relative
*
*
+
-
3 7 8 6 7Improvement Rank 8 1 2 7 9
226 234 225 229 196 88
* *
Weighted Score 174 209 251 184
* * * *
* * *Comparison with
Shokat Khanam Lab
*
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1 2 3 4 5
* o
*
* o
o *
*
Legends
* Al-Razi Health Care
Customer Perceptions
o Shaukat Khanum Lab
4 3 4 7
4 7 3 3
8 4 7 8 7 5
8 5 4 1
5 2 6 1 1 7
8 8 8 1
8 8 7 8 8 5
7 8 8 1
2 8 7 2 8 8
2 7 8 8 8 7
Sample
col
lection
Promptinfo
available
Patient
da
tabase
Onlin
eReport
A
ccess
Cleanliness
Hygiene
Pr
otocol
Fully
Integrated
H
ighly
Prof
essional
Ste
rilized
equ
ipment
BarC
odingof
Sa
mples
Service
ElementsCustomer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Relative
+
-
3 7 8 6 7Improvement Rank 8 1 2 7 9
226 234 225 229 196 88
* *
Weighted Score 174 209 251 184
* * * *
* * *Comparison with
Shokat Khanam Lab
* FullyIntegrated
Syste
Highly
Professional
Sterilized
equip
ent
BarCodingof
Sa
ples
Samplecollection
Promptinfo
available
Pa
tientdatabase
O
nlineReport
Access
Cleanliness
Hygiene Protocol * * * *
Fully Integrated System * * *
Highly Professional Pathalogist
Sterilized equipment * *
Bar Coding of Samples
Sample collection
Prompt info available * *
Patient database
Online Report Access
Roof of the Matrix
Relationship between Controlable Elements
Al-Razi Health Care
Clean
liness
Hyg
iene
Protocol
Fu
lly
Integ
rated
Highly
Professional
Sterilized
equipment
BarC
oding
ofSa
mples
Sam
ple
colle
ction
Prom
ptinfo
available
Patient
data
base
On
line
Report
*
*
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Service
Elements
Customer Expectations 1 2 3 4 5
Reliability 8 * o
Responsiveness 7 *
Assurance 8 * o
Empathy 6 o *
Tangibility 8 *
+
-
Shaukat Khanum Lab
o o
4 4 4 8
Comparison with Al-
Razi Lab
4 6 2
8 7 7
8 7 8
o o o o
213 173 132
o o oo
Improvement Rank 8 1 4 8 9
229 235 217Weighted Score 180 213 247 194
6 7
7 7 5
5
7 4 6 7 7 6
7 5 3 2
5 2 5 2 2 7
7 7 7 1
2 7 7 2 7 7
2 8 8 7 7 7
7 7 7 2
Promptinfo
available
Patient
database
OnlineReport
Access
Cleanliness
Customer Perceptions
Shaukat Khanum La
Hygiene
Protocol
Fully
Integrated
Highly
Professional
Sterilized
equipment
BarCodingof
Samples
Sample
collection
Legends
* * Al-Razi Health Care
Relationships
* Strong*
Medium
We ek
Relative
1 2 3 4 5
* o
*
* o
o *
*
Legends
* Al-Razi Health Care
Customer Perceptions
o Shaukat Khanum Lab
4 3 4 7
4 7 3 3
8 4 7 8 7 5
8 5 4 1
5 2 6 1 1 7
8 8 8 1
8 8 7 8 8 5
7 8 8 1
2 8 7 2 8 8
2 7 8 8 8 7
Sample
col
lection
Promptinfo
available
Patient
da
tabase
Onlin
eReport
A
ccess
Cleanliness
Hygiene
Pr
otocol
Fully
Integrated
H
ighly
Prof
essional
Ste
rilized
equ
ipment
BarC
odingof
Sa
mples
Service
ElementsCustomer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Relative
*
*
+
-
Improvement Difficulty Ran 5 1 2 4 9
88
* *
3 10 8 6 7
Weighted Score 174 209 251 184
226 234 225 229 196
Comparison with
Shokat Khanam Lab
*
* * * *
* * *
Service
Elements
Customer Expectations
Reliability 7
Responsiveness 8
Assurance 7
Empathy 8
Tangibility 6
Sample
collection
7
8
5
7
5
Sterilized
equipment
8
Promptinfo
available
7
Highly
Professional
8
Hygiene
Protocol
Fully
Inte
rated
BarCodingof
Samples
Patient
database
7
1
8 4 7 3 48 47
5 2 1 7 3 31 4
17
6
8 8 8 5 4
2
8
8
8
7
OnlineReport
Access
Cleanliness
2 7 8 8 8
2 8 8 8 8 1
(7 * 2 ) +( 2*8) + (8*7) + (5*8) + (8*6) = 174
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Strategic Assessment
Favorable Factors viewed by Customer
Highly Professional Pathologist
Prompt Info Available
Patient Database
Online Report Access
Factors Need Improvement
Sterilized Equipment Hygiene Protocol
Cleanliness
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ServiceElements
Customer Expectations 1 2 3 4 5
Reliability 7 * o
Responsiveness 8 *
Assurance 7 * o
Empathy 8 o *Tangibility 6 *
+
-
OnlineR
eport
Cleanliness
2 7 8 8 8
2 8 8 8 8 1
8 8 8 5 4
2
8
8
8
7
5 2 1 7 3 31 4
17
68 4 7 3 48 4
7
Improvement Rank 8 1 9 8 6
*
Weighted Score 174 209 226 229 196 88
* * **
Comparison with
Shokat Khanam Lab
184
7
o
Legends
* Al-Razi Health Care
Shaukat Khanum Lab
7
Customer Perceptions
7
1
Promptinfo
il
l
7
High
ly i
l
8
Hygienel
Fully
I
BarCod
ingof
l
Patient
3
*
Sterilized
i
8
* Strong
251
2
Week
*
225
7
Sample
ll
i
7
8
5
75
*
234
Medium
Al-Razi Health Care
* * * *
Relationships
elative
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17/18
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18/18