Customer Satisfaction: Identifying the Position of Laboratory Testing Services in the Light of Customer’s Perception

Abstract

Service provider companies these days are focusing more on customer satisfaction cause it helps them acquire new customers and create brand value. The main objective is to identify Customer Satisfaction to improve the Laboratory Testing service quality of SGS Bangladesh Ltd. SGS is a service providing a multinational company that is leading in inspection, testing, verification and certification services. SGS recognized as the global benchmark for integrity and quality all over the world. As the market is now very competitive, to survive in the market providing the best services and maintains good relationships with customers is the key point. In these situations, SGS maintains both good relationships with customers and provides the best quality. Through providing the quality of service, Technical Capabilities, on-time delivery of the data, Responsiveness of a technical person. Plus, SGS arranges several surveys at the end of every year to find out the customer satisfaction level toward the services they provide. From the study, it was shown that the satisfactory level of SGS customers is very high. As there are always some rooms for improving, at the end of this report some suggestions are given as a recommendation to make the service even better.