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Background: In clinical laboratory, monitoring customers’ satisfaction is an important indicator of the quality management system and required by laboratory quality standards, such as ISO 15189: 2012 and ISO17025: 2017. However, there is no reliable and valid scale to measure clinical laboratory customers’ satisfaction in Democratic Republic of the Congo. In this article, an instrument for measuring customer satisfaction with clinical laboratory services is developed and validated.Methods: In order to develop a reliable and valid measurement tool, the general methodological approach recommended by Churchill was followed. Principal component analysis (PCA) with varimax rotation was used to study the dimensionality of the construct. The developed questionnaire was checked for reliability and validity using exploratory and confirmatory analysis. The reliability checks were done using the internal consistency reliability by analyzing the Cronbach’s Alpha, composite reliability and Jöreskog Rhô values. Confirmatory Factor Analysis (CFA) was used to determine whether the hypothesis of the conceptual framework is acceptable in measuring customer satisfaction.Results: The PCA results showed a three-dimensionality of Customer Satisfaction. Cronbachs alpha coefficients (0.983, 0.981 and 0.981), Jöreskog Rhô (0.973, 0.970 and 0.967) and composite reliability values (0.95, 0.92 and 0.93) of the latent variables were greater than 0.9, which confirms the very high reliability of the model. Indicator loadings were all greater than the threshold of 0.7 or higher. Also, all the latent variables have average variance extracted (AVE) greater than 0.5, therefore, convergent validity has been achieved. Both the Maximum Shared Variance (0.195, 0.297 and 0.234) and the Average Shared Variance (0.805, 0.703 and 0.766) were lower than the AVE (0.897, 0.839 and 0.875) for all the constructs in the scale. Therefore, Discriminant validity has been achieved. Fit indices used to assess CFA and structural equation model were found to be at an acceptable level for the two-factor model where chi-square/df was 1.6, p=0.476, GFI = .99, AGFI= .99, SRMR= .069 , RMSEA= .000 , CFI= 1.00, NFI= .98, RFI= .98, IFI= .98, TLI= .98. Conclusion: The instrument demonstrated acceptable psychometric properties and thus the tool is fit for measuring customer satisfaction with laboratory services. |
