12th Annual International Conference on Industrial Engineering and Operations Management

Analysis of Customer Satisfaction Level in Accredited Laboratory Testing ISO/IEC 17025 Before and After Pandemic Covid-19 Occurred: A Case Study

Muhammad Yaasiin Salam, Rahmat Nurcahyo & Djoko Sihono Gabriel
Publisher: IEOM Society International
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Track: Modeling and Simulation

The massive and rapid spread of Covid-19 has prompted almost all government to implement social distancing, lockdown, and even to impose temporary closures on several sectors. Many service sectors felt a significant impact due to this pandemic, one of them is accredited laboratory testing. Maintaining customer satisfaction seems to be difficult due to the change of the way people interact each other caused by the pandemic. It was a new challenge for the laboratory to maintain their customer satisfaction. This study takes CMPFA Laboratory as the object of case study which aims to analyze customer satisfaction in Accredited laboratory testing industry before and after pandemic Covid-19 occurred. Through this study, it is found that CMPFA Laboratory testing succeed in increasing customer satisfaction in every dimension of the service. It happened due to the right strategy that implemented by CMPFA during pandemic Covid-19. Descriptive statistic was used to understand and analyze the data. Therefore, this study helps the laboratories to evaluate and understand the effect of pandemic on customer satisfaction and the strategy that implemented to maintain their satisfaction during pandemic Covid-19.

Published in: 12th Annual International Conference on Industrial Engineering and Operations Management, Istanbul, Turkey

Publisher: IEOM Society International
Date of Conference: March 7-10, 2022

ISBN: 978-1-7923-6131-9
ISSN/E-ISSN: 2169-8767