Item number (Code)

Item Description

Components

1

2

3

Reliability of Tests’ Results (TR)

1 (TR1)

Laboratory tests results are accurate

0.865

0.334

0.247

2 (TR2)

Laboratory tests turnaround time is not long

0.921

0.280

0.209

3 (TR3)

Erroneous tests’ results are not common

0.897

0.283

0.219

4 (TR4)

Requested tests are always available

0.893

0.286

0.233

5 (TR5)

Laboratory tests’ normal reference ranges are fit for use

0.908

0.256

0.189

Responsiveness of services (RS)

6 (CC1)

Laboratory doctors answer efficiently most of our enquires

0.355

0.821

0.379

7 (CC2)

Laboratory technologists answer efficiently most of our enquires

0.297

0.844

0.334

8 (CC3)

Communication with laboratory personnel is smooth

0.334

0.854

0.323

9 (CC4)

Abnormal results notification is adequate

0.318

0.849

0.344

10 (CC5)

Laboratory’s notification of the changes in services is adequate

0.335

0.825

0.343

Laboratory Personnel’s (LP) willingness to help

11 (LP1)

Laboratory doctors are courteous

0.192

0.392

0.862

12 (LP2)

Laboratory technologists are courteous

0.252

0.372

0.849

13 (LP3)

Laboratory personnel has a positive attitude toward our research projects

0.241

0.286

0.902

14 (LP4)

Laboratory’s employees are willing to help customers

0.258

0.300

0.888