Analysis of Customer Satisfaction with the Quality of Services of an Inspection Body

Introduction. One of the basic principles of quality management is customer orientation. The most convenient method of monitoring and measuring customer satisfaction is a customer survey. Literature review showed a lack of information on the analysis of consumer assessment of the quality of services in the field of ensuring sanitary and epidemiological well-being of the population. The purpose of the study was to substantiate measures for optimization of the quality management system (QMS) based on the analysis of consumer (customer) satisfaction with the quality of services for the conduct of sanitary and epidemiological expert examinations (hereinafter referred to as examinations) rendered by the Inspection Body of the Moscow Center for Hygiene and Epidemiology, Federal Budgetary Health Institution, with the exception of its branch offices in administrative districts, including those rendered for provision of government services by Moscow Rospotreb-nadzor Office. Materials and methods: A special questionnaire was developed to study customer satisfaction with the quality of services rendered by the Inspection Body and the total of 510 questionnaires was analyzed in 2019 using statistical, sociological, and logical methods of research. The results of the survey showed that the customers were generally satisfied with the quality of services provided by the body. The data on priority factors determining the customer's choice of an institution for conducting expert examinations were collected. The need to optimize the information component of the official website about the services was identified. The importance of developing remote interaction with customers, including that through the official website, was established. Introduction of a systematic monitoring of customer satisfaction including electronic questionnaire-based surveys was proposed. The expediency of optimizing the procedure for preparing expert opinions based on the results of laboratory tests, which would improve the quality and shorten the time for conducting examinations, was established. Conclusions: The survey of customer satisfaction with the quality of expert services rendered by the Inspection Body of the Moscow Center for Hygiene and Epidemiology revealed the determinants for choosing the institution, the necessity to develop information technologies for interaction with customers, and the factors showing the importance of improving the QMS procedure for conducting expert examinations of laboratory test results.