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<p>Service quality is a determining factor in the competitiveness of analytical laboratories. The objective of this study was to evaluate the impact of the progressive implementation of a quality management system (QMS) in accordance with ISO 9001:2015 on customer satisfaction in a chemical analysis laboratory in Lima. A pre-experimental longitudinal design was used. Customer satisfaction was measured monthly using a questionnaire adapted from the SERVQUAL model. The analysis included descriptive statistics, Student’s t-test for related samples, and Poisson regression for complaints. The results showed statistically significant and meaningful improvements across all SERVQUAL dimensions, with the greatest increases in credibility (50% to 85%) and service personalization (45% to 80%). Overall satisfaction increased from 46 to 97%. Documentary compliance rose from 33 to 98%, and monthly complaints decreased markedly during the study period. These findings indicate that systematic measurement of customer satisfaction, integrated with quality management requirements, effectively enhances perceived service quality in chemical laboratories.</p>

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Impact of customer satisfaction on the implementation of ISO 9001:2015 in a chemical laboratory using the SERVQUAL model

  • 期刊论文

  • 发表日期：

    2026年3月6日

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  • Susan Montes-Bujaico,
  • Oliver Taype-Landeo,
  • Richerson Piscoche-Chinchay,
  • Lucia Pantoja-Tirado

摘要

Service quality is a determining factor in the competitiveness of analytical laboratories. The objective of this study was to evaluate the impact of the progressive implementation of a quality management system (QMS) in accordance with ISO 9001:2015 on customer satisfaction in a chemical analysis laboratory in Lima. A pre-experimental longitudinal design was used. Customer satisfaction was measured monthly using a questionnaire adapted from the SERVQUAL model. The analysis included descriptive statistics, Student’s t-test for related samples, and Poisson regression for complaints. The results showed statistically significant and meaningful improvements across all SERVQUAL dimensions, with the greatest increases in credibility (50% to 85%) and service personalization (45% to 80%). Overall satisfaction increased from 46 to 97%. Documentary compliance rose from 33 to 98%, and monthly complaints decreased markedly during the study period. These findings indicate that systematic measurement of customer satisfaction, integrated with quality management requirements, effectively enhances perceived service quality in chemical laboratories.