Assessing customer satisfaction: the case of test prescribers at the clinical biology laboratory of Centre Muraz/ Institut National de Santé Publique, Burkina Faso
Abstract Context Assessing customer satisfaction with a product or service is one technique for evaluating the quality of a product or service given by a company. One of the instruments used to gauge customer satisfaction is the satisfaction survey. The Clinical Biology Laboratory of Centre Muraz em...
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2025-01-01
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| Online Access: | https://doi.org/10.1186/s12913-025-12260-4 |
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| author | Dame Yenyetou Issouf Sanou Chérileila Thiombiano Bakary Diamoutany Sogodogo Adama Sanou Soufiane D. Sanou Mamoudou Cisse Amariane M. M. Kone Aline R. Ouoba Dramane Kania Michel K. Gomgnimbou Ibrahim Sangare Abdoul-Salam Ouedraogo |
| author_facet | Dame Yenyetou Issouf Sanou Chérileila Thiombiano Bakary Diamoutany Sogodogo Adama Sanou Soufiane D. Sanou Mamoudou Cisse Amariane M. M. Kone Aline R. Ouoba Dramane Kania Michel K. Gomgnimbou Ibrahim Sangare Abdoul-Salam Ouedraogo |
| author_sort | Dame Yenyetou |
| collection | DOAJ |
| description | Abstract Context Assessing customer satisfaction with a product or service is one technique for evaluating the quality of a product or service given by a company. One of the instruments used to gauge customer satisfaction is the satisfaction survey. The Clinical Biology Laboratory of Centre Muraz employed this method to determine how satisfied its test prescribers were to improve. Method This was a cross-sectional study that took place in Bobo-Dioulasso from November 18 to December 26, 2022. Following a literature review, a questionnaire of twenty-three (23) questions was created. The questionnaire was distributed to the laboratory's prescribers, who were contacted ahead of time and consented. KoboToolbox, a data collection platform, was used. To compute frequencies, Microsoft Excel 2016 was utilized. A multivariate logistic regression model was run using R statistical software to identify the variables that best explained overall satisfaction. Results Participants came from 19 different health care facilities. 82 prescribers completed the satisfaction survey. Overall satisfaction was 56.03%. It was 65% for nurses and 47.12% for physicians. According to the regression model, the variables "communication with the laboratory," "interpretation of test results," and "delay in reporting results" substantially explained overall satisfaction, with p values of 0.04562, 0.03674, and 0.00987, respectively. Conclusion The overall satisfaction rate among the prescribers was relatively low. By acting on the significant variables, the laboratory will be able to improve this satisfaction. |
| format | Article |
| id | doaj-art-8bec07f34d4b4aa28fee86c055ee574c |
| institution | Kabale University |
| issn | 1472-6963 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | BMC |
| record_format | Article |
| series | BMC Health Services Research |
| spelling | doaj-art-8bec07f34d4b4aa28fee86c055ee574c2025-01-26T12:22:19ZengBMCBMC Health Services Research1472-69632025-01-012511810.1186/s12913-025-12260-4Assessing customer satisfaction: the case of test prescribers at the clinical biology laboratory of Centre Muraz/ Institut National de Santé Publique, Burkina FasoDame Yenyetou0Issouf Sanou1Chérileila Thiombiano2Bakary Diamoutany Sogodogo3Adama Sanou4Soufiane D. Sanou5Mamoudou Cisse6Amariane M. M. Kone7Aline R. Ouoba8Dramane Kania9Michel K. Gomgnimbou10Ibrahim Sangare11Abdoul-Salam Ouedraogo12Centre Muraz, Institut National de Santé Publique, Service des systèmes d’information, de l’évaluation et de la qualitéCentre Muraz, Institut National de Santé Publique, Service des systèmes d’information, de l’évaluation et de la qualitéInstitut supérieure des sciences de la santé, Université Nazi BONICentre Muraz, Institut National de Santé Publique, Service des systèmes d’information, de l’évaluation et de la qualitéInstitut supérieure des sciences de la santé, Université Nazi BONICentre Muraz, Institut National de Santé PubliqueInstitut supérieure des sciences de la santé, Université Nazi BONICentre Muraz, Institut National de Santé PubliqueCentre Muraz, Institut National de Santé PubliqueCentre Muraz, Institut National de Santé PubliqueInstitut supérieure des sciences de la santé, Université Nazi BONIInstitut supérieure des sciences de la santé, Université Nazi BONICentre Muraz, Institut National de Santé Publique, Service des systèmes d’information, de l’évaluation et de la qualitéAbstract Context Assessing customer satisfaction with a product or service is one technique for evaluating the quality of a product or service given by a company. One of the instruments used to gauge customer satisfaction is the satisfaction survey. The Clinical Biology Laboratory of Centre Muraz employed this method to determine how satisfied its test prescribers were to improve. Method This was a cross-sectional study that took place in Bobo-Dioulasso from November 18 to December 26, 2022. Following a literature review, a questionnaire of twenty-three (23) questions was created. The questionnaire was distributed to the laboratory's prescribers, who were contacted ahead of time and consented. KoboToolbox, a data collection platform, was used. To compute frequencies, Microsoft Excel 2016 was utilized. A multivariate logistic regression model was run using R statistical software to identify the variables that best explained overall satisfaction. Results Participants came from 19 different health care facilities. 82 prescribers completed the satisfaction survey. Overall satisfaction was 56.03%. It was 65% for nurses and 47.12% for physicians. According to the regression model, the variables "communication with the laboratory," "interpretation of test results," and "delay in reporting results" substantially explained overall satisfaction, with p values of 0.04562, 0.03674, and 0.00987, respectively. Conclusion The overall satisfaction rate among the prescribers was relatively low. By acting on the significant variables, the laboratory will be able to improve this satisfaction.https://doi.org/10.1186/s12913-025-12260-4Centre MurazClinical biology laboratoryPrescriberSatisfaction survey |
| spellingShingle | Dame Yenyetou Issouf Sanou Chérileila Thiombiano Bakary Diamoutany Sogodogo Adama Sanou Soufiane D. Sanou Mamoudou Cisse Amariane M. M. Kone Aline R. Ouoba Dramane Kania Michel K. Gomgnimbou Ibrahim Sangare Abdoul-Salam Ouedraogo Assessing customer satisfaction: the case of test prescribers at the clinical biology laboratory of Centre Muraz/ Institut National de Santé Publique, Burkina Faso BMC Health Services Research Centre Muraz Clinical biology laboratory Prescriber Satisfaction survey |
| title | Assessing customer satisfaction: the case of test prescribers at the clinical biology laboratory of Centre Muraz/ Institut National de Santé Publique, Burkina Faso |
| title_full | Assessing customer satisfaction: the case of test prescribers at the clinical biology laboratory of Centre Muraz/ Institut National de Santé Publique, Burkina Faso |
| title_fullStr | Assessing customer satisfaction: the case of test prescribers at the clinical biology laboratory of Centre Muraz/ Institut National de Santé Publique, Burkina Faso |
| title_full_unstemmed | Assessing customer satisfaction: the case of test prescribers at the clinical biology laboratory of Centre Muraz/ Institut National de Santé Publique, Burkina Faso |
| title_short | Assessing customer satisfaction: the case of test prescribers at the clinical biology laboratory of Centre Muraz/ Institut National de Santé Publique, Burkina Faso |
| title_sort | assessing customer satisfaction the case of test prescribers at the clinical biology laboratory of centre muraz institut national de sante publique burkina faso |
| topic | Centre Muraz Clinical biology laboratory Prescriber Satisfaction survey |
| url | https://doi.org/10.1186/s12913-025-12260-4 |
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