Pathology Lab Automation and Its Role in Enhancing Customer Growth and Service Efficiency: A Study of Selected Branded Labs in Amravati City

Abstract The diagnostic healthcare sector is rapidly evolving with the rise of laboratory automation. Pathology laboratories—central to accurate clinical decision-making—are increasingly moving from manual operations to automated systems to boost accuracy, efficiency, and patient satisfaction. This study explores how automation impacts service efficiency and customer growth in selected branded pathology laboratories in Amravati city. The research focuses on key factors such as turnaround time of test reports, result accuracy, patient satisfaction with report delivery, and trust in Laboratory Information Systems (LIS) and AI-based tools. A descriptive research design was adopted, and data were collected from 150 respondents, comprising patients, lab technicians, and pathologists, through structured questionnaires. Analytical tools, including percentage analysis, correlation, regression and chi- square tests, were used to interpret the results. Findings reveal that laboratory automation significantly shortens report turnaround time, reduces human error, and enhances patient trust and satisfaction. It also drives operational efficiency and customer growth for branded pathology labs. The study offers valuable insights for healthcare managers and policymakers aiming to encourage the wider adoption of automation technologies in tier-3 cities. Keywords: Pathology Lab Automation, Service Efficiency, Customer Growth, LIS, AI in Healthcare