CHAPTER ONE I.

INTRODUCTION

An early development leading to the establishment of blood banks occurred in 1915 when Richard Lewison of Mount Sinai hospital, New York imitated the use of sodium citrate as an anticoagulant. This discovery transformed the blood transfusion procedure from direct to indirect. The first true blood bank in the United States was organized at Chicagos cook county hospital in 1936. The first community based blood center. Irwin memorial blood bank was established in sanfrancisco in 1941.

1.1 Background of the Study

Irrespective of nature of any organization, its existence and depends on its ability to provide effective service in order to increase customer satisfaction. Service delivery and customer satisfaction are highly interrelated concepts. Thus, the fluctuation in the degree of service delivery trend has a great impact on the degree of customer satisfaction and vice versa. In addition, the performance of the one is evaluated in terms of the other. That is why they are sometimes, considered as the two sides of the same coin. Service delivery process is independent up on the people who provide them, their performances vary with each persons capability, the different facilities used, the equipments employed, and the day to day performance. On the other hand, it would be very important to analyze the entire process of service delivery for the purpose of evaluating customer satisfaction. Thus, the gap crated between satisfaction will b a danger to the survival of a certain organization. Accordingly, blood bank is one example of service institutions until recently, the true nature and function of blood havent been revealed despite the infant researchers made in the previous times. Following the discovery of different human blood group at the beginning of 20th century, the modern idea of blood plasma preservation and transfusion raised by Charles drew, the famous America

physician, since then, further related finding and improvement have been made in a way that made it a universal medical practice and saved the lives of several human beings. To study this topic first I have a good concept in service marketing and I went to know how the blood bank gives service and their customer satisfaction.

1.2 Background of the Organization

In Ethiopia, The blood bank development was introduced its inception in 1939 under Red Cross society and later wide spread to at least 10 regions or centers. Tigray is one of the ten blood centers which had been giving service under the Tigray region branch red cross society though it by 2005. The Tigray blood bank, currently giving services independently is equipped with one manager and seven other workers. A blood bank is a cache or bank of blood components, gathered as a result of blood donation, stored and preserved for later use in blood transfusions.

1.3 Statement of the Problem

Unlike other kinds of banks, blood bank is an institution which considerably requires a great deal of performance of service. It requires among other things high standard of professionalism, modern equipment and most importantly uninterrupted flow of qualified (screened) blood from donors. These requirements are indispensable for the existence of the blood bank and continuity of customer satisfaction. In Thus the study will invthis Is there problem regard, the Tigray blood bank wills be assessed on the basis of the above requirement. The blood bank has a lack of voluntary presences to give the blood.

I.4

Research Questions

The study will address the following research questions 1. 2. 3. 4. 5. What type of service delivered by the blood bank of Mekelle branch? What is the quality of service delivered by blood bank of Mekelle branch? What is the awareness level of the society with regard to blood bank? What is the pricing and customer polices of the blood bank? Can the blood bank cover the demand of the society?

1.5 Objective of the Study

The study will consist of general and specific objectives which are stated as follow.

1.5.1 General Objective

The study will focus on assessment of service delivery and customer satisfaction in blood bank of Mekelle branch.
1.5.2

Specific Objectives
To identify the type of service delivered by the blood bank of

1.

Mekelle branch; 2. To assess the quality of service delivered by the blood bank of

Mekelle branch; 3. To examine awareness level of the society with regard to the blood

bank operations; 4. 5. To assess the price and customer service polices of the blood bank; To examine the capacity of the blood bank in light of the customer

demand.

1.6

Methodology of the Study

1.6.1 Research design

For the purpose of the study, descriptive survey method of research is going to the employed on the assumption that it can help understand the tends of the blood bank.

1.6.2 Study Area

The study area is mekelle blood bank found in Ayder referral hospital

1.6.3 Data Type and Source

The study will use both primary and secondary sources.

1.6.4 Primary data Sources

Include- individual customers -patient employees of the blood bank -interviews with management commute

6.5 Secondary sources

Includes-annual data materials of blood bank -books and brochures distributed by the blood bank of different times. -questioner will be distributed to individual customers and patient employees of the blood banks .in addition interviews will be held with management committee of the blood bank.

1.7 Methods of Data Collection

The study will be use simple random sampling method. Thus, there will be a total sample of 32 of which 25 will be taken from the individual customers, 5 from employees of the blood bank and 2 from the management staff observation will be considered.

1.7.1 Data Processing and Analysis Techniques In order to analyze the findings of the study, percentage and other related statically techniques will be used to identify significant differences, and agreements in the various variables. In addition qualitative data analysis will be employed on the interview and observations; finally, conciusions will be drawn on the interpretations, then based on the conclusion recommendation will be forwarded.
1.6

Significance of the Study

The study will with special reference to mekelle blood bank and hope that the study highlighted the strength and weakness of the service delivery and customer satisfaction of the blood bank. The recommendation of study forwarded based on the findings is equally important so as to take all the necessary measures to over come problems related to service delivery and customer satisfactions in the blood bank. The study may also be used as reference point for further work.

1.9

Scope of the Study

The study will concentrate on the evaluation of service delivery of blood bank and customer satisfaction of mekelle blood bank in the year of 2003-2004E.C.

1.10 Organization of the Paper

The study will consist of four chapters. The first chapter will deal with the introductory issues and approaches of the paper. The second chapter will discuss the review of related literatures which will be related to the study. The third chapter

will cover data analysis and discussion. The fourth chapter will deals with the conclusions and conclusions.
1.11

work Schedule

1.11.1 Time Schedule

Activities to be performed Period March April May Direct observation and adaptation period 3 4 Problems and preparations Collection of data processing and analysis data 3 6

interpreting Report writing, drafting and financing report

1.11.2 Budget Schedule

Item Paper Pen Pencil Transport cost Editing cost Duplicating cost Binding Total Unit 1 real 8 2 40 4 3(40) 3 40 Cost 100 16 1 80 10 48 10 120 Total 100 16 1 80 40 48 10 120

1.12 Reference
-Baron Steve and Harrirs sim, services marketing; Text and cases, creative and design walls, 1995 -kotler Philip, marketing management, analysis, planning implementation and control, 6th Ed, prentice hall of India (New Delhi), 1989. -Fitzsimons James A. and fizsimmons mana. J service management:

operation, strategy and information technology.2nd ed.irwin mc graw-hill, 1998