A

PROJECT REPORT

ON

“TO FIND OUT THE RELATIONSHIP BETWEEN

SERVICE QUALITY AND CUSTOMER SATISFACTION IN
HOSPITALS”

SUBMITTED TO-

IN PARTIAL FULFILLMENT OF THE

REQUIREMENT OF THE AWARD FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
In
GUJARAT TECHNOLOGICAL UNIVERSITY

UNDER THE GUIDANCE OF-

Janvi Joshi
(Assistant Professor)

SUBMITTED BY-

Arpita N Shilpkar 52
Vaya Mahavir 30
Pandya Sneha 51
Pawar Hetal 36
Upadhyay Sushmita 41

BATCH=2018-2020
MBA SEMESTER II
 ABSTRACT

The modern age can be called as the "Age of Consumers".

As in the present business scenario of intense competition, customer satisfaction has
become the prime concern of each and every kind of industry.

In order to assess the quality and effectiveness of services provided by the private hospitals,
a cross-sectional descriptive study was conducted among the in-patients or out-patients to
find out the patients' expectations and perceptions of the hospital services of the doctors,
nurses/ medical assistant, administration and infrastructure.

The highest difference between expectations and perceptions was found in the nurses/
medical assistant's service quality and the lowest difference was in doctor's service quality.

This study demonstrated that patients' expectations were higher than their perceptions in
all factors in the hospital services quality and it implied that patients were not satisfy with
the services provided by the hospitals.

patient satisfaction is the critical issue for healthcare providers. Health care organizations are
working in a competitive environment. In these days’ hospital al needs to enhance the level of
satisfaction if they want to remain in the competition with other hospitals. Patient satisfaction
is basically satisfying patients‟ expectations and understanding their needs. Patients feedback
can affect the overall quality, to improve organizational learning and development agenda and
provide an opportunity. Hospitals play a vital role in the health care system. Hospital is a place
that provides a wide range of medical services to sick and injured patients.

in the competitive health care industry, the impact of hospital brand image on the attitudes and
behaviors of patients towards hospitals has become an important issue. The study suggesting
that brand image has both direct and indirect effects on loyalty and positive brand image for
hospitals
 PART- 1
GENERAL INFORMATION

Introduction
Healthcare system is divided into government and private sectors. The world's rising
population and increasing standards of living had driven significant growth within the global
healthcare service sectors, as consumers have demanded better medical care to support their
improving lifestyles.

Besides, service providers of today are increasingly having to deal with a wide range of social,
financial, political, regulatory and cultural challenges, which of the impact, is the demand for
greater efficiency and better quality.

Thus, the need for the private hospitals to increase their competitive edge is becoming more
intense in meeting the rising needs.

Hence, quality management has emerged not only as the most significant and enduring strategy
in ensuring the very survival of the private hospitals, but also a fundamental route to business
excellence.

In this study, researcher intended to study the quality of services provided by the private
hospitals and seek to identify the basic constructs underlying patients' expectations, perceptions
and satisfaction of quality services. In the study, respondents were randomly sampled using
convenience sampling and they were invited to complete the questionnaire before they were

discharged from the hospitals.

Service providers are progressively facing a wide range of social, financial, political,
regulatory and cultural challenges, associating with demands for greater efficiency, better
quality, and lower costs.
1 Health care institutions have to go beyond a medical view and replace it with a holistic social
approach to healthcare. Precise diagnosis and treatment are not enough, patients will be looking
for performance for services they are rendered. It is argued that the focus on the patients is the
first among 5 attributes of healthcare quality.
In recent years, there has been increasing interest in hospital services, as standards of living
have changed and there is a demand for better medical care to improve lifestyles.
Improving the quality of medical care services has become a primary concern for patients,
and, in order to provide better service to patients, service quality has become increasingly
important for hospitals in respect of satisfying and retaining patients.
understanding inpatients evaluation of hospital service quality performance will improve the
existing health care system outcome and enhance service quality, consequently, the number of
satisfied inpatients increases and patients will continue to visit their hospitals.
However, hospitals that fail to understand the importance of delivering service quality and
customer satisfaction may be inviting a possible loss of patients
Globally, issues related to healthcare service quality are crucial to any health system. Many
researchers have associated the quality of healthcare service with patients‟ expectations and
perceptions of quality, stating that the quality of services is the ability to meet the
customers‟/patients‟ expectation (Poi-Mun, 2006). Evans and Lindsay (1996) defined the
quality of healthcare service as all characteristics of the service related to its ability to satisfy
the given needs of its customers. Therefore, a survey of patients‟ opinions regarding the
provided service is one of the main tools to measure the quality of healthcare services. There
is a general agreement that patient satisfaction is an essential component of service quality
(Soila,2008)
Furthermore, patient satisfaction is the critical issue for healthcare providers. Health care
organizations are working in a competitive environment. In these days’ hospital needs to
enhance the level of satisfaction if they want to remain in the competition with other hospitals.
Patient satisfaction is basically satisfying patients‟ expectations and understanding their needs.
Patients “feedback can affect the overall quality, to improve organizational learning and
development agenda and provide an opportunity (Raheem, Nawaz, Fouzia & Khoso
Imamuddin, 2014).
Hospitals play a vital role in the health care system. Hospital is a place that provides a wide
range of medical services to sick and injured patients.
A customer, in the case of Hospitals is the patient, is the most important person since hospitals
are dependent on them for their survival. It is the patients who do indirect marketing. Most
patients choose hospitals on the basis of Word of mouth and recommendation of other patients.
Patient satisfaction is an integral part and a key to a successful Healthcare organization. And
also, health organizations face significant challenges in customer behaviour (patients) who see
quality as the fundamental criterion to differentiate services provided by them. Numerous
studies indicate that satisfied patients recover faster and better from the treatment given. This
leads the goodwill for the organization, positive word of mouth and more patients to the
hospitals. When patients are satisfied it also indicates that the staffs are content with their jobs
and they perform their jobs well. Hence by keeping the patients satisfied, a hospital can ensure
its success. Therefore, surveys on regular feedback of patient satisfaction, their perception and
expectation should be done.

Customer expectation and perception

Customer expectation is defined as what the customer wants from the product or service

they have purchased, and perceived quality is explained as the customer's judgment about a

product/service's overall excellence or superiority, based on perceptions of what is received

and what is given. The evaluation is done by comparing the expectation with the perceived

performance of the product service. Therefore, a thorough understanding of the customer's

needs and expectations is vital to achieve total customer satisfaction in order to retain the

customers for future re-purchase

Also, in view of coordinating past studies and calculated works, Grönroos (2000) compressed

seven criteria of good saw administration quality as: (1) polished methodology and aptitudes;

(2) 11 representatives' states of mind and conduct; (3) availability and adaptability; (4)

unwavering quality and reliability; (5) administration recuperation; (6) serviscape; and (7)

notoriety and believability. The principal criteria are result related and, in this way, a

specialized quality measurement; the last one is picture related and satisfies a separating

capacity; and the rest five ones are procedure related and present the practical quality

measurements.

High administration quality is viewed as a key to succeed in aggressive administration markets.

Numerous scientists have demonstrated that administration quality saw by clients will
specifically impact clients' fulfilment, and also their trust in the administration firm.

Traditionally hospitals were set up as a charity institution to take care of sick and poor and
were judged largely by the quality of medical and professional services they provided, and so
their marketing strategy was focused on that aspect. Today it is a place for the diagnosis and
treatment of human ills, as an education, training and research centre promoting health care
activities and to some extent as a centre helping bio-social research. Today people judge
hospitals by the quality of people service they get, that is, personalized service rendered by
courteous, caring and friendly people. Informed patients now shop around for hospitals where
they can receive such quality care and personalized service.
A hospital as a healthcare organization has been defined in varied terms as an institution
involved in preventive, curative/ameliorative, palliative or rehabilitative services. However,
the definition given by World Health Organization (WHO) is quite exhaustive and exclusive,
in which it is defined as, „an integral part of social and medical organization, which is to
provide for the population complete healthcare, both curative and preventive; and whose out-
patient services reach out into the family in its home environment. The hospital is also center
for the training of health workers and for bio-social research‟. The WHO has announced its
commitment to achieve the goal of „Health for All‟. Most countries including India have
pledged to achieve this goal.
A healthcare service a crucial organization and stands unique and incomparable to any other
organization. It is unique and special because it deals with life and death. Patients are not just
attracted by high-tech hospitals, they are attracted by devoted doctors, prompt and accurate and
diagnostic facilities, quality nursing and good supporting services like pharmacy, laboratories,
blood bank etc., Decades ago, the total body of literature on hospital administration was
managed by a single doctor. Today, it is well recognized that the system requires a
multipronged approach and total professionalization to achieve quality and cost effectiveness.

Healthcare is one of the India's largest sectors, in terms of revenue and employment, and one
can very well witness the sector to expand rapidly.
With the fast-growing purchasing power, Indian patients are willing to pay more to avail best
health care services which are of international standard. In the era of globalization and stiff
competition, it has been observed that delivery of quality service is imperative for Indian
healthcare providers to satisfy their indoor as well as outdoor patients.
Hence, it is essential to be aware of how the patients evaluate the quality of health care service.
Such an understanding facilitates hospital administration to enhance quality of service and
satisfy patients to a great extent as well.
 CUSTOMER SATISFACTION

Customer satisfaction is a measure of how products and services supplied by an organization

meet or surpass customer expectation. Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose reported experience with a firm, its
products, or its services (ratings) exceeds specified satisfaction goals (Farris et al., 2010). It is
seen as a key performance indicator within business and is often part of a Balanced
Scorecard. “In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy “(Gitman et al 2005). "Within organizations, customer satisfaction ratings
can have powerful effects. They focus employees on the importance of fulfilling customers’
expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales
and profitability. These metrics quantify an important dynamic. When a brand has loyal
customers, it gains positive word-of-mouth marketing, which is both free and highly
effective.

Customer satisfaction is a person's feeling of pleasure or disappointment resulting from

comparing a product or service's perceived performance or outcome in relation to her or his
expectations.
Satisfaction is a function of perceived performance and expectations. Whether the buyer is
satisfied after purchase depends on the product's performance in relation to the buyer's
expectation.
If the performance falls short of expectations, the customer is dissatisfied but if the
performance matches the expectations, the customer is satisfied.
If the performance exceeds expectations, the customer is highly satisfied or delighted.
Therefore, on applying this concept to the hospital sector, customer satisfaction in a hospitals
is basically a state of mind of the patient.
It is the ability of the hospital service to meet the expectation of its patient. Customer's
delight is all about exceeding the expectation of the patients to make him or her highly
satisfied with the hospital.
What a customer thinks about the product or services offered by a hospital can have a marked
effect on the purchase of its services. Those who are highly satisfied or delighted with the
hospital are much less ready to shift. High satisfaction creates an emotional bond in the mind
of the patient with the hospital, and this result in high patient loyalty, which is what every
hospital is looking for, to win the competition. Currently, consideration of patient satisfaction
forms an integral part of hospital management across the world and also an essential
necessity for healthcare providers. In Ghana, patient
satisfaction is considered a major criterion of quality; however, related data has not been
formally collected and published to help with the improvement of the healthcare service
quality. Misunderstanding of patients‟ needs has led to an underutilization of the existing
facilities and hindered the overall development of the health system. A challenging issue for
healthcare providers is to realize what elements of patients‟ perception significantly influence
on patient satisfaction.
Hospitals over the past three years has been experiencing unattractive
performance in-terms of profit making and low patients retention rate. An interview conducted
on one of the senior doctors of the hospital signalled that some of the patients of the hospital
are not comfortable with the patients‟ service delivery of the hospital thereby refusing to
patronize service of the hospital and to seek for greener pastures. The low retention rate of
Ankaase Memorial Hospital is not only affecting profitability of the hospital but rather the
corporate image that is emanating from the word of mouth advertising of unsatisfied patients‟
to the public.

Limitation of the study

Given that, the information gathered utilized convenient sampling, it was very difficult to
mirror the examination all in all patients' populace. Nonetheless, this is not to say that the
information gathered relating to this particular healing facility is erroneous, however only to
pinpoint the setbacks that potential examination expert ought to consider. Also, of all the
wellbeing administration suppliers inside of the Ashanti area the study considered just Apollo
Hospital.
 PART -2

PRIMARY STUDY
 LITERATURE REVIEW

1. Khanchitpol Yousapronpaiboon (August 2014) as "meeting the needs of the

customer in a consistent and coordinated way". The researcher also mentioned that
quality measures were used to identify areas of performance that merit improvement,
monitor improvement, and provide comparative information to assess performance so
that consumers can make a better choice.

2. Parasuraman et al (1985) had categorized quality in service organization into two

aspects, namely technical (outcomes) and functional (delivery) quality, technical
quality refers to the competence of staff as they go about performing their routines.
Functional quality refers to the manner in which medical care is delivered to the
customers. This includes the communication skills of the staff and the empathy shown
by them to the patients.

3. Iddrisu, (2011); Gremler and Brown, (1996), suggested using a cognitive model to
assess the dynamic aspect of customer satisfaction and dissatisfaction in consecutive
purchase behaviour.
From the study, they found that customer satisfaction has a significant role in
mediating intentions and actual behaviour for five product classes that were analysed
in the context of a three-stages longitudinal field study. They also concluded that
repurchase of a given brand is affected by lagged intention whereas switching
behaviour is more sensitive to customer's dissatisfaction with brand consumption.

4 Si Dung Chu, Tan Sin Khong (June 20, 2018) Victorian Patient Satisfaction Monitor
In the hospital, this is the most powerful factor which strongly influences the quality of
healthcare service and in turn customer satisfaction. In an attempt to study the roles of
price, performance and expectation to determine satisfaction in a discrete service
exchange.
5 Faris S. Alghamdi (June 2013) Providers are progressively facing a wide range of
social, demographic, financial, political, regulatory and cultural challenges, associating
with demands for greater efficiency, better quality, and lower costs. Health care
institutions have to go beyond a medical view and replace it with a holistic
Demographic approach to healthcare.

6 Choi et al (2004) authors mentioned that due to the increased awareness among the
people, patient's satisfaction had become very important concern for the hospitals. In
the study, the authors have the factors affecting patient satisfaction in public health care
outpatient services. Patient satisfaction was measured with respect to technical and non-
technical characteristics of health service encounters, and was categorized into four
basic components: attitude towards doctors’ attitude towards medical assistants, quality
of administration and quality of atmospherics.

7. Gotlieb et al (1994) on patient discharge, hospital perceived service quality and

satisfaction shown an evidence of a clear distinction between perceived service and
patient satisfaction. This study applied a theoretical framework to help build a model
attempts to explain the relationships among disconfirmation of expectations, perceived
Quality satisfaction, perceived situational control, and behavioural intentions. The
result suggested that patient satisfaction mediated the effect of perceived service quality
on behavioural intentions.

8 Abdul Majeed Alhashem, Habib Alquraini, Rafiqul I. Chow-dhury (2011) aimed to

identify factors affecting patient's satisfaction at primary health care clinics. The
questionnaires were distributed in primary healthcare clinics that represent all heath
care regions. From the survey result researchers found that the majority (87%) of the
patients responded that the time for communication between doctor and patient was not
enough. 79% of the surveyed patients said they would go to the ETU (Emergency
Treating Unit) of a hospital in future if needed instead of going to the primary care
clinic. Regarding the quality of the communication relationship between doctor and
patient most of the patients responded negatively.
9. Butt and Cyril de Run (2010), and Sohail (2003) aimed to investigate whether
patients' perceptions exceed expectations when seeking treatment in private healthcare
settings. A survey was conducted among patients to measure service quality of the private
healthcare setting using SERVQUAL 5 dimensions model. The results revealed that the
customers' perceptions did not exceed their expectations, as they were dissatisfied with
the level of healthcare services rendered by private healthcare settings in that they felt
that the waiting time of more than an hour to receive the service was excessive and, when
there was a problem, the healthcare provider did not provide a response fast enough.

10 Raman Sharma, Meenakshi Sharma, R.K. Sharma (2011) aimed to address the
issues of patient ‘s satisfaction in health care sector. A cross sectional study was
conducted to assess the patient satisfaction level visiting the hospital with the objectives
to know the behaviour and clinical care by the clinicians and medical staff and in terms
of amenities available.
A pre-designed and pre-tested structured questionnaire was given to the respondents after
the patients had undergone consultation with the doctor. From the survey result,
researchers found that 40% were of the view that services were costlier than their
affordability.
 RESEARCH METHODOLOGY

RESEARCH OBJECTIVES

PRIMARY OBJECTIVES

 To find out the relationship between service quality and customer satisfaction in

hospitals.

SECONDARY OBJECTIVES

 To determine the expectations of the patients.

 To ascertain the impact of empathy throughout the treatment.

 To study the impact of accessing the service quality by the customers.

Type of Research Design:

Descriptive Research

Descriptive research includes surveys and fact-finding enquiries of

different kinds. The major purpose of descriptive research is
description of the state of affairs as it exists at present. A Descriptive
research is carried out with specific objectives and hence it results in
definite conclusions. This research tries to describe the characteristics
of the respondents in relation to a particular product or a practice of
importance

Type of data: Source of data for this project are primary & secondary data only. In
reference to the theoretical concept as well as for information are
collected through secondary sources from printed electronic media i.e.
internet websites. The primary data was collected through questionnaire
filled from the respondents.

Sample size : 70

Tool for data collection: Questionnaire (Physical Only)

A questionnaire is a research instrument consisting of a series of

questions for the purpose of gathering information from respondents.

Sampling Method: convenience sampling.

 DATA ANALYSIS

1. Age

2, 5% Less than 18
3, 8%
12, 33% 18-25
4, 11%

26-35

9, 24% 36-45
7, 19%
46-55

More than 55

Interpretation:

Above table and chart Above table and chart show that the number of mobile phones
respondent have. For the same three options have been given i.e. From the analysis it
has been founded that majority of respondent. From the analysis it has been founded
that majority of respondent i.e.18-25 are 30% ,26-35 are 28%, Less than 18 are 25%
36-45 are 9%, 45.
 2. Gender

49% 51% Male

Female

Interpretation:
Above table and chart show that the number of respondents have. From the analysis it has been
founded that majority of respondent i.e. male are 49 % and females are
51 %.
3. Income Range:
35%

30%
30%

26%
25%
23%

20%

15% 14%

10%
7%

5%

0%
15000 and below 15001-25000 25001-50000 50001-75000 More than 75000
Interpretation:
From the above chart shows that the Respondent are having the income range of below15000
to more than 75000. 30% of total Sample are having income range of 250001-50000.it shows
that they can afford the Hospital charges they prefer Apollo more than other income range.
26% people are from income range 150001-25000.14% are from range50001-75000, and who
is having more than 75000 is only 7%. It shows that who is having high income they are less
prefer Apollo for their treatment. 23% are from the range 15000 and below.

4. Employment

50%

45% 43

40%

35%
Percentage

30%

25% 23

19
20%
16
15%

10%

5%

0%
Professional Clerical/ Factory worker/ Self Employed Unemployed
other white-collar job
Employment

Employment % Frequency
Professional 43 30

Clerical/ Factory worker/ other white-collar job

19% 13
Self Employed 16% 11
Unemployed 23% 16
Interpretation:

Chart Shows that 43% people are Professional e.g. lawyer, C.A,

19% people are from white collar job or Govt. job. 23% are unemployed they may be Student,

Retired from the job or business, Children or Physical Disable. 13% are self employed shows
they are Business owner or Doing Some Professional work. They are not work as an employee.

5. Maritial Status

7%

34% Married

59%

Unmarried

Widowed/Divorced/Separate
 Maritial Status % Frequency
Married 59 41
Unmarried 34 24

Widowed/Divorced/Separate
7 5

Interpretation:
Pie chart shows that there are 59% patient are married
34% people are not married and 7% are Divorced/Widowed/or Separate

6. Place of residence:
Rural region Urban region

47%

53%
 Place of
residence % Frequency

Rural region
53 37

Urban region
47 33

Interpretation: From the above chart shows that the 53% are from Rural Region and 47%
patient from Urban Region it shows that still there are lack of proper medical facilities compare
to urban region.

7. Mode of payment

60%

50%

40%

30%

20%

10%

56% 24% 20%

0%
Fully self-paying patient Paying partially by employer Full paying through private insurances
or employer
Mode of payment % Frequency
Fully self-paying patient
56% 39

Paying partially by employer

24% 17

Full paying through private

insurances or employer

20% 14

Interpretation:
from the above Graph it shows that 56% patient are fully paid their all expenses.24%
patient is who partially paid and half amount paid by their employer or company where they
are work.20% of patient fully paid by their Company or by government according to
Various Health Scheme e.g. MAA yojana.

8. Number of visits

50%

45% First time, 43%

40% 1 To 5, 37%

35%

30%

25%

20%
6 To 25, 16%
15%

10%
More than 25, 4%
5%

0%
First time 1 To 5 6 To 25 More than 25
Nummber of visits
 Number of visits % Frequency

First time
43% 30

1 To 5
37% 26

6 To 25
16% 11

More than 25
4% 3

Interpretation:
From above information and graph it show that 43% are visit the hospital at first time.
37% people is coming 1 to 5 times in last year.4% people are frequently come to hospital for
their monthly check-up and other Routine Treatment.
16% are visit the hospital at more than 6 times.

9. Hospital Charges

Low
9%

High
48%

Medium
43%

High Medium Low

 Charges % frequency
High
47% 33
Medium
43% 30
Low
9% 6

Interpretation:
From the above Pie chart, it shows that 47 % of total patient are think that Hospital are take
high charge. They think that it is high against the facilities they are given. 43% are say that it
is Medium charges they are taking reasonable charges.9% are says compare to other hospitals
here charges are low.

LIKERT SCALE

120%

100%

80%

60%

40%

20%

0%
S1 S2 S3 S4 S5 S6 S7 S8 S9 S10 S11 S12 S13 S14 S15 S16 S17 S18 S19 S20 S21 S22 S23 S24 S25 S26
Very Dissatisfies Dissatisfied Neutral Satisfied Very Satisfied
 Scale S1 S2 S3 S4 S5 S6 S7 S8 S9 S10 S11 S12 S13
Very
Dissatisfies 7% 3% 4% 1% 11% 1% 3% 1% 1% 1% 6% 6% 4%
Dissatisfied 24% 19% 16% 14% 23% 11% 11% 14% 23% 21% 11% 13% 9%
Neutral 36% 46% 41% 24% 26% 29% 29% 41% 27% 31% 36% 34% 34%
Satisfied 29% 29% 30% 47% 30% 46% 46% 30% 44% 37% 43% 39% 37%
Very Satisfied 4% 4% 9% 13% 10% 13% 11% 13% 4% 9% 4% 9% 16%

Scale S14 S15 S16 S17 S18 S19 S20 S21 S22 S23 S24 S25 S26
Very Dissatisfies 10% 4% 0% 9% 0% 0% 0% 6% 6% 3% 1% 6% 7%
Dissatisfied 23% 13% 16% 16% 19% 17% 10% 6% 14% 9% 11% 11% 14%
Neutral 24% 30% 29% 44% 34% 37% 41% 43% 30% 43% 27% 27% 40%
Satisfied 33% 40% 36% 20% 27% 36% 44% 36% 33% 41% 49% 47% 33%
Very Satisfied 10% 13% 20% 11% 20% 10% 4% 10% 17% 4% 11% 9% 6%

Interpretation:
from the above chart we can see that in Statement No 5(General upkeep and cleanness of the
hospital premises) there is highest ratio of Dissatisfaction it shows that there is lack of
cleanness in hospital. In Statement 18,19 and 20 there is a zero dissatisfaction.24% people are
dissatisfied with Ease and quickness in getting ambulance services from the hospital.23%
people are Dissatisfied with Good housekeeping facilities (pillows, buckets, dressing materials
etc.) 43% people are neutral with Correct assessment of your health condition by doctors.44%
people are also neutral with the statement Courtesy and attentiveness shown by nurses to you.
47% are satisfied with Communication about your condition and treatment by the Dr. And
Punctuality of doctors while conducting ward round. They are happy and satisfied with Time
Management and Communication of Doctor. There is lowest satisfaction in statement Courtesy
and attentiveness shown by nurses to boatpeople are highly satisfied with Competency and skill
of paramedical and support staff. 16% people are also high satisfied with Infection-free
environment/ provided by the hospital during your stay.
 Questionnaire
“A Study on Service Quality and customer satisfaction in
Multi-Specialty Hospital in Ahmedabad City”

Patient Details:
Name of patient/attendant:

Type of illness:

Demographic Details of Respondents

`1 Age Group (Years) 1. Less than 18
2. 18-25
3. 26-35
4. 36-45
5. 46-55
6. More than 55

2 Gender 1. Male
2. Female

3 Income Range 1. 15000 and below

(Monthly Family Income) 2. 15001-25000
3. 25001-50000
4. 50001-75000
5. More than 75000
 4 Employment/Occupation 1. Professional
2. Clerical/ Factory worker/ other white-collar job
3. Self Employed
4. Unemployed

6 Marital status 1. Married

2. Unmarried
3. Widowed/Divorced/Separate

7 Place of residence 1. Rural region

2. Urban region

8 Mode of payment 1. Fully self-paying patient

2. Paying partially by employer

3. Full paying through private insurances or employer

Number of Visits on Yearly

9 Basis 4. First time

5. 1-5

6. 6-25

7. More than 25

10 Charges of Hospitals 8. High

9. Medium
10. Low
 LIKERT SCALE
Neither satisfied
Very Nor Very
Dissatisfied Dissatisfied dissatisfied Satisfied Satisfied
1 2 3 4 5

1 2 3 4 5
Sr.no Statements
Ease and quickness in getting ambulance services from the
1.
hospital
The support provided by hospital management to your
2.
attendant in taking care of You.
3. Adequacy of overall security prevalent in the hospital

4. Communication about your condition and treatment by the Dr.

5. General upkeep and cleanness of the hospital premises

Clear information and instructions provided by the hospital
6.
administration to you about hospital rules and procedures.
Sincerity, honesty and ethics followed by the hospital in
7.
providing medical services to you.
Presence of correct, accurate and reliable billing system in the
8.
hospital
9. Level of availability of required drugs in time
Level of availability of doctors and nurses, as and when
10.
required in your ward
Level of availability of medical equipment in proper working
11.
condition
12. Timely and hygienic food supplied to wards and rooms.
Infection-free environment/ provided by the hospital during
13.
your stay
Good housekeeping facilities (pillows, buckets, dressing
14.
materials etc.)
15. Courtesy shown by the hospital administrative staff to you.

16. Competency and skill of paramedical and support staff

 17. Courtesy and attentiveness shown by nurses to you.
Medical advice and instructions provided by doctors at the
18.
time of discharge
19. Pre-operative advice given to you by doctors.

20. Post-operative care provided by the hospital to you.

Interactions among doctors of appropriate specialties with
21.
regard to (i.e. in respect of) your medical care
22. Correct assessment of your health condition by doctors
Promptness of handling unexpected complications (arising in
23.
the process of medical/surgical treatment) by the medical team
Sincerity, honesty and ethics followed by the hospital in
24.
providing medical services to you
25. Punctuality of doctors while conducting ward round

26. Delay or cancellation of your scheduled admission/surgery.

References

 (Mai, Nguyen Than Cong & Nguyen Thi Tuyet, 2010)

 (Prachayaporn Arsanam and Khanchitpol
Yousapronpaiboon, 2014)
 (Si Dung Chu, Tan Sin Khong, 2018)
 (Muslim Amin and Siti Zahora Nasharuddin, 2013)
(Muhammed Adamu, 2017)
 (Faris S. Alghamdi, 2014)
 (K.V.D.H.S.Kalutharawithana, Jayawardena, 2017)