In clinical laboratory, monitoring customers’ satisfaction is required by laboratory quality standards, such as ISO15189:2012 and ISO17025:2017. However, there is no reliable and valid scale to measure clinical laboratory customers’ satisfaction in DRC. This study aims to develop a theoretical and operational instrument for measuring customer satisfaction with clinical laboratory services. In order to develop a reliable and valid measurement tool, the general methodological approach recommended by Churchill was followed. The developed questionnaire was checked for reliability and validity using exploratory and confirmatory factor analyses. Structural Equation Modeling (SEM) was used to determine whether the hypothesis of the conceptual framework is acceptable in measuring customer satisfaction. The Principal Component Analysis (PCA) results showed a three-dimensionality of Customer..................
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