A conceptual framework for sustainable service quality of calibration

Abstract

This study aims to identify and examine the key factors of sustainable service quality that contribute to optimizing purchase orders in calibration laboratories. It proposes a conceptual research framework that enhances both sustainable service quality and purchase orders. Additionally, the research seeks to validate the framework using suitable analytical methods.The study addresses three main challenges: maintaining consistent growth in purchase orders, ensuring the importance of accreditation for laboratories to provide accurate calibration results, and implementing a continuous employee training program to sustain high levels of quality.To address these challenges, the research analyses the relationship between factors such as accreditation, audits, document management, risk management, and staff training (independent variables) and sustainable service quality (dependent variable), with the increase in customer purchase orders serving as the mediating variable.ISO 17025 is a standard for testing and calibration laboratories. While it does not have explicit sustainability requirements, organizations can align with ISO 17025 by incorporating sustainable practices. To achieve sustainability, laboratories can implement employee training programs, strengthen internal and external audits, and address non-conformities through a quality management system that considers risk management and optimized procurement practices, ultimately fostering a culture of sustainability and increasing customer purchase orders.Results and Research Benefit:This study examines the relationship between key factors (accreditation, audits, document management, risk management, and staff training) and their influence on sustainable service quality and customer purchase orders. The findings are expected to provide valuable insights for improving laboratory operations and optimizing customer satisfaction through sustainable practices.