1

CHAPTER-I
INTRODUCTION

Healthcare scenario is fast changing all over the world. Hospital is an institute
providing medical treatment for sick or injured people. With the changing era the concept
of hospital is being changed. Hospitals are complex to manage where the highest caliber
and best informed management is required an integral part of a social and medical
organization which provides the population a complete health care, both curtain and
preventive service. The hospital is also a centre for the training of health workers and bio-
social research. In the present decade India has emerged as a leader in information
technology and more great studies in space technology, and there has been a tremendous
progress in the medical field. The improved economy has enabled the development of
new well equipped hospital in many Indian cities, which can provide medical services.
Indian doctors and nurses are highly skilled and possess expertise to carry out best
available medical treatment.
Globalization and privatization have also changed the functioning of the
healthcare system. Today Indian health care industry is business driven and we can see
entry of all sorts of service providers to be a part of this massive multi crore business,
growing at the rate of 13% annually. The privative health network is spreading fast
throughout the country. Economical, political, social, environmental and cultural factor
influence the health care and the delivery of the health care services. Slowly but surely
the health care market is changing from being primarily a sellers market to buyers
market.
India is the hub for quality healthcare services and neighboring countries like
West Bengal, Srilanka and Middle East Countries are flooding to India for medical
treatment only because of quality health care services available in India. India has a good
setup of experienced and qualified medical professionals. Every aspects of treatment in
India is as good as in the developed countries, and India has the potential in several other
aspects such as quality man power clinical and medical training access to latest
technology nature pharmaceutical industry .

2

1.1 STATEMENT OF THE PROBLEM
Coimbatore is a highly industrialized area within a fifteen kms radius of the city
there are about five specialized eye care hospitals many smaller eye clinics and private
practitioners in addition to a large number of multi specialty hospitals which can also
provide eye care service under such highly competitive circumstances it is imperative to
maintain a high level of patient satisfaction in order to maintain the exiting patient base
and to attract more patients in the years to come.
The patients are faced with many problems like difficult diagnosis, high cost of
treatment unnecessary medical practices. In this context it is appropriate to identify the
factors which influence the patient satisfaction towards hospital services and the reason
for the patient preference of one hospital over the other.

1.2 SCOPE OF THE STUDY
Consumer needs can be fulfilled based on their requirements and interest. In
health care industry every hospital has to satisfy the needs and their requirements. The
present scenario is that the consumers are giving more importance for recovery than
comfortable facilities from the highly sophisticated hospitals. In this juncture an attempt
was made to study the role of Swiss eye care hospital to fulfill the needs and wants of the
consumers and the extent the hospitals are concentrating innovative practice towards the
patients.

1.3 OBJECTIVES OF THE STUDY
To identify the factors influencing the patients in opting the Swiss eye care
hospital.
To know the patient respondents on the customer care services provided by
the hospital.
To evaluate the level of satisfaction of the respondents in utilizing the Swiss
eye care services.



3

1.4 RESEARCH METHODOLOGY OF THE STUDY

Area of the study
The area of the study is Coimbatore district.
Period of study
The survey to the patient satisfaction towards service quality in hospitals lasted
for a period of four months (December 2011 March 2012)
Sampling size
The size of the samples selected for the study is 150 consumers of Coimbatore
city.
Sources of data
The natures of the study involve both primary and secondary data. The primary
data were collected from the patients by using questionnaire. The secondary data were
collected from various journals, magazines and books.
Tools and techniques
The following statistical tools used
Simple percentage analysis
ANOVA
t-test
Correlation
Kendalls coefficient of concordance

1.5 LIMITATIONS OF THE STUDY

As this study is confirmed to the patients of Coimbatore city, this report is
applicable to Coimbatore city alone.
The study is conducted to know the facilities available to both the Inpatient and
Outpatient.
Sample size has been restricted to 150 samples due to time constraints.


4

REFRENCES
Mehta (2001)
1
The Impact of Employee Involvement on the Effectiveness of
HealthInformation Technology Industrial & Labor Relations Vol. 64, Issue5
PP863-888, P5.
Choubey,R.R (2002)
2
A reports on hospital security and maintenance service
Health service management research, Vol. 24, Issue 4, PP163-169, P3.
A.K.Sivakumar (2003)
3
Improving patient satisfaction in hospital care settings
,Health service management, Vol.24, Issue4, PP163-169, P7.
Dayans (2004)
4
ServiceEthicCompatiblewithProfessionalism,physician
Executive, Vol.38,Issue 6, PP58-60, P3.
RanazehraMassood (2005)
5
Factors to consider in designing a patient satisfaction
survey Nursing Management, Vol. 18 Issue 7, PP23-27, P5.
Lucy Robert

(2006)
6
How Patient Reactions to Hospital Care Attributes Affect
the Evaluation of Overall Quality of Care Health care management, Vol.55,
Issue1, PP25-37.
Rakes

(2006)
7
Initiative to change ward culture results in better patient care,
Health care management, Vol. 18 Issue 4, PP32-35, P4.
Brown, C

(2007)
8
Where are the patients in the quality of health care?
International Journal for Quality in Health Care, Vol .19 Issue 3,P3.
Blum Nava

(2009)
9
ST JOHN Eye Hospital, American Journal of Public Health,
Vol. 99 Issue 1, PP32-33, P2.
JalanRatan

(2009)
10
Predicting Patient Loyalty and Service Quality
Relationship, Applied statistics, Vol. 12, Issue 4, PP45-55, P11.
Edwards Randy

(2011)
11
In Struggle to Cut Expenses, Hospitals Eye the
Pharmacy, Hospitals & Health Networks, Vol. 85 Issue 11, PP28-32, P4.
Sanders Bathany

(2011)
12
Service Quality in Health Care Centers, An
Empirical Study, Vol. 4 Issue 4, PP1-15, P15.
Fracasso Mark.R (2011)
13
Improving access while maintaining quality and
satisfaction, Physician Executive, Vol.37 Issue 6, PP 44-48, P5.
Robbins Shari B.

(2011)
14
Developing service quality in mental health services,
International Journal of Health Care Quality Assurance, Vol .17 Issue 2, P7.




5

CHAPTER-II
PROFILE OF THE STUDY

2.1 PATIENTS SATISFACTION
Patient satisfaction is an outcome that results in the end of the medical care
process in a hospital. It consists of several aspects such as technical, convenience and
cost aspects .A hospital provides number of services to a patient. It is difficult to maintain
quality in each service for every time. Satisfaction is a state felt by the patient who has
experienced a service that has fulfilled our expectations. If the medical care is not
fulfilled to the expectation then the patient is dissatisfied. The expected level of medical
care differed for each patient.
Each patient is unique in nature in his or her expectations (or) priorities differ
from one another. A same service can create satisfaction to a patient and dissatisfaction
for another patient.

2.2 PROFILE OF THE HOSPITAL
a comprehensive eye care treatment and service provider serving patients in Carrollton and DFW.
At Swiss Eye Care, our knowledgeable and professional staff provides

Comprehensive eye examinations
Treatment of eye diseases/eye injuries
Dry/Red eye treatment
Eye allergy treatment and relief
Cataract surgery co-management
Glaucoma diagnosis, treatment and management
Retinal disease
Macular degeneration
Contact lens exams
Low vision for the partially sighted
Laser surgery consultation
Emergency service

Swiss Eye Care provides our patients with the latest in vision care technology in order ensure
earlier detection, diagnosis, and treatment of eye diseases and disorders.
Retinal Photo-Detailed photos of the back of the eye
6

Visual Field Testing-Glaucoma and macular degeneration detection
Specular Microscope-Accurate evaluation of the cornea
External Photo-Accurate recordings of the eye and eye motion



The Swiss Eye Care Boutique offers a wide selection of the latest in high-end designer frames and
eyewear, including Prada, Gucci, and Dior. All of our designer frames come with a one year
warranty. For budget-consious patients, we also carry a selection of quality affordable eyewear.
Eyewear is made onsite in our state-of-the-art laboratory. And single-vision glasses can typically
be made in an hour. For patients wanting clear, comfortable vision without having to wear glasses,
Swiss Eye Care also carries a variety of contact lenses, guaranteed to suit individual needs. Our
knowledgeable staff will help you select the style, fit, and color of eye glasses or sunglasses that
will be just right for you.

Swiss group started its first Eye Care Hospital in Trichy in the year 2002. Swiss
eye care hospital was inaugurated in Coimbatore in the year 2009 DR. A. M. Arun,
Chairman & Managing Director.
It has established a vast network in southern part of Indian states like Andhra
Pradesh, Kerala, Karnataka, Pondicherry and Tamil Nadu. They provided separate
divisions for each speciality with well equipped operation theatres. They have also made
fine arrangements for the childrens eye care section separately Swiss group has shown
noticeable achievements in the health care services that they cant afford to compromise
at the quality and services being given to their patients. The skilled and world class
personnel have been hired by our group to give the best treatment for our patient.
Towards its vision to bring quality eye care within the reach of every Indian, the network
7

has been expanding rapidly. We aim to have 125 hospitals in all by the end of 2011. The
Swiss eye care network currently has 600 ophthalmologists and over 7500 care team to
provide individual attention and care to our entire patient.

MISSION
Hospital mission is to provide, maintain and develop quality services and create a
health society. Its vision is to bring health awareness in society and provide services to all
an affordable cost.
VISION
Follow stringent ethical practices.
Provide value for money.
Practice transparency in all our services.
Prioritize quality without compromise.
Upload our tradition of care.

VALUES
To maintain a smooth and standardized work flow processes.
To provide impeccable patient care that exceeds customer satisfaction and
expectation.
To uphold the pride of our organization, stake holders and investors at all times.

FACILITIES AT SWISS

Patient rooms
Swiss eye care hospital has patient rooms ranging from VIP suite to economy
ward so as to cater all groups of society. Each room has centralized oxygen and suction
with 24 hrs emergency nurses call systems.




8

Emergency room
Swiss has 50 bedded emergency units with the following unique facilities.
Emergency medical officers round the clock.
Can take up any medical, surgical emergencies and multimass trauma
cases.
Modern ambulance fitted with ventilator monitors, oxygen cylinders
suction device strained paramedical team, all needed for emergency care.
Operation Theatres
Swiss eye care hospital has 15 main operating theatres. Each theater is designed
according to the International standards and facilitated with
Centralized a/c.
Stainless steel roofing with imported joint less flooring.
Pendants with medical gas outlet, electrical, audio and video outputs.
Live surgery transmission facility.
Laminar a/c Airflow with Hepa filters to reduce infections.
Intensive Care Units
Swiss has well equipped general ICU and Trauma ICU
Their ICUs are facilitated with
Dialysis back-up.
24 hrs services by doctors and trained nurse.
Relatives viewing facility.
Counseling area.
Separate waiting hall for the relatives.
Hi-tech monitoring equipment with adult and infant ventilators.
Dialysis
Swiss has a four bedded dialysis unit functioning with
o Centralized a/c.
o Special monitors, central suction and medical gas.
o ICU backup.


9

Blood Bank
o 24 hrs service.
o Hi-tech instruments.
o Qualified professionals.
o Multiple tests to ensure pure blood.
Pharmacy
Swiss has 24 hr pharmacy, which caters to the entire need of our patients.
o Managed by qualified pharmacists.
o All type of medicines, disposable items, surgical items like IOL, mesh and
orthopedic implants are available.

ADMINISTRATIVE DEPARTMENTS
Nursing
Swiss has only B.Sc., or Dip qualified and experienced nurses to look after the
patients and the nurses are allocated on a standard basis to offer the best quality care.
Nurses are further trained to operate the modern equipments both practically and
theoretically.
Dietary Department
Patient Service
Timely service to all in-patients
Diet according to individual patient needs
Patient Counseling
In-patient counseling on discharge
Out-patient counseling
Provision for printed Diet charts
Pediatric nutrition clinic
Electrical Department
2 LT lines
Ups for emergency equipments with a standby unit
Stand by 250 kva generator

10

Maintenance Department
Elevators
VAM (Vapor Absorption a/c Machine) centralized a/c.
Boiler
Laundry

Canteen Facilities
Roof view canteen
Hot beverage
Room services including patient diet and attendees diet
From snacks to meals, cold and hot beverages
Security Department
Controls the crowd and maintains the visiting hours
Issues the visitor gate pass
Controls the movement of materials in and out of the hospital
Purchase Department
Procures the entire materials for the hospital
Conducts vendor analysis and performs the comparative quotes for best purchase
Involves in sending any equipment and instrument for servicing
Stores Department
Computerized inventory control
Managed by qualified and experienced professionals
Centralized stores/purchase management
Medical Record Department
Has more than, 1, 00, 00, 000 files in store
Scientific method of patient record arrangement
Computerized search
ICU standard classification
Bio-Medial department
Well experienced professionals
24 hrs service facility
11

Equipped with emergency backup equipments
Well equipped service centre
Front office
Computerized
Enquiry counter
Medical record system
Patient information counter
Out-patient registration and Admission counter
Information Technology
Well designed hospital software system
Fully integrated and networked
Simons imported Epbax telephone system
Public system
Music system
Cable TV
Nurse call / care system
Audio/video communication system

Other services of Swiss Hospital are: Swiss health check up program mes
Swiss has numerous health packages designed to the needs of our customer both
on an individual basis and for corporate setups.
Executive master health check
Master health check
Total diabetic check
Full heart check
Healthy kid check
Well women check




12

2.3HOSPITAL SYSTEM AND FUNCTION
The following pictures clearly represent the systems and functions that are in
practice in the hospital.
SYSTEM FOR DOCTORS














SYSTEM FOR HOSPITAL












Structure of
Organization
Social economic
condition of patients
Professional
ethics
Doctors
Professional
Exposures
Peer Group
Improving
professional activity
Facilities available at
Hospital
Governmental
Regulations
Medical ethics
Social economic
condition of nation
hood
Hospitals
Non-medical staff
Medical administration
organization
Para medical staff


Patients
Safety provision in
hospital
Medical Staff
Patient
13

CHAPTER-III

ANALYSIS AND INTERPRETATION
This chapter deals with the analysis and interpretation of the study on the topic A
study on Patient Satisfaction towards Services provided by Swiss eye care Hospital with
Special reference to Coimbatore city is presented based on a sample of 150 respondents.
The collected data are classified and tabulated. The data are analyzed using the following
statistical tools:


Simple percentage analysis
ANOVA
t-test
Correlation
Kendalls co-efficient of concordance

SIMPLE PERCENTAGE ANALYSIS

Simple Percentage Analysis is carried out for all the questions, given in the
questionnaire. These analyses describe the classification of the respondents falling under
each category. The percentage analysis is used mainly for standardization and
comparison. Diagrams and charts depicted are in support of the analysis.









14

Table No. 3.1
Age group of the respondents
Age No. of the respondents Percentage
Up to 20 yrs 17 11.3
21 to 30 yrs 38 25.3
31 to 40 yrs 44 29.3
41 to 50 yrs 24 16.0
Above51yrs 27 18.0
Total 150 100
Source: Primary Data
From the above table it is clear that out of 150 respondents who were taken for the
study, 11.3%of respondents are in the category of up to 20 years 25.3%of the respondents
are in the category of 21-30 years, 29.3%of respondents are in the category of 31-40
years, 16.0% of the respondents are in the category of 41-50years and 18.0 of the
respondents are in the category of Above 51years.

Majority of the respondents are category of 31-40 years.

TableNo.3.2
Gender of the respondents
Gender No of the respondents Percentage
Male 72 48.0
Female 78 52.0
Total 150 100
Source: Primary Data
From the above table it shows that out of 150 respondents who were taken for the
study, 52.0% of the respondents are female and 48.0%of the respondents are male.

Majority of the respondents are female.

15

Table No.3.3
Marital Status of the respondents
Marital status No. of the respondents Percentage
Married 104 69.3
Unmarried 46 30.7
Total 150 100
Source: Primary Data
From the above table it shows that out of 150 respondents who were taken for the
study, 69.3% of the respondents are Married people and 30.7% of the respondents are
Unmarried.

Majority of the respondents are married.

Table No.3.4
Educational Qualification of the respondents
Educational Qualification No. of the respondents Percentage
School Level 25 16.7
Under Graduate 37 24.7
Post Graduate 66 44.0
No Formal Education 22 14.7
Total 150 100
Source: Primary Data
From the above table it shows that out of 150 respondents who were taken for the
study, 16.7% of the respondents are education up to School level 24.7% of the
respondents are Undergraduates, 44.0% of the respondents are Postgraduates, 14.7 % of
the respondents has No Formal Education.

Majority of the respondents are Postgraduates.


16

Table No.3.5
Occupation of the respondents
Occupation No. of the respondents Percentage
Agriculture 26 17.3
Salaried 31 20.7
Business 46 30.7
Professional 27 18.0
Others 20 13.3
Total 150 100
Source: Primary Data
From the above table it shows that out of 150 respondents who were taken for the
study, 17.3% of the respondents are Agriculture, 20.7% of the respondents are salaried,
30.7% of the respondents are Business people,18.0% of the respondents are Professional,
13.3% of the respondents belongs to Others category such as House wife, Government
employee etc.
Majority of the respondents are Business People.

Table No.3.6
Annual Income of the respondents
Annual Income No. of the respondents Percentage
Up to Rs.100000 64 42.7
Rs.100001 to Rs.200000 68 45.3
AboveRs.200000 18 12.0
Total 150 100
Source: Primary Data
From the above table it shows that out of 150 respondents who were taken for the
study, 42.7% of the respondents are earning Annual income of Up to Rs.100000, 45.3%
of the respondents are earning Annual income of Rs.100001 to Rs.200000, and 12.0% of
the respondents are Annual income of Above Rs.200000.
Majority of the respondents are Annual income of Rs.100001 to Rs.200000.
17


Table No: 3.7
Type of Patient of the respondents
Type of Patient No. of the respondents Percentage
Inpatient 77 51.3
Outpatient 73 48.7
Total 150 100
Source: Primary Data
From the above table it shows that out of 150 respondents who were taken for the
study, 51.3% of the respondents are Inpatient and 48.7%of the respondents are
Outpatient.

Majority of the respondents are Inpatient.

Exhibit: 3.7.1

Type of patient of the respondents

71
72
73
74
75
76
77
78
Inpatient Outpatient
N
o
.
O
f


R
e
s
p
o
n
d
e
n
t
s

Types of patient
18

Table No: 3.8
Area of residence of the respondents
Area of the residence No. of the respondents Percentage
Rural 71 47.3
Urban 79 52.7
Total 150 100
Source: Primary Data
From the above table it shows that out of 150 respondents who were taken for the
study, 47.3% of the respondents live in rural area, 52.7% of the respondents live in urban
area.

Majority of the respondents are urban area.

Table No: 3.9
Table showing Factors influenced to select the hospital
Factors No. of the respondents Percentage
Advertisement 16 10.7
Reference by doctors 45 30.0
Friends & Relatives 25 16.7
Quality of treatment 29 19.3
Reputation of hospital 35 23.3
Total 150 100
Source: Primary Data
From the above table it shows that out of 150 respondents who were taken for the
study, 10.7% of the respondents have collected information through advertisement,
30.0% of the respondents have collected information through Reference by doctors,
16.7% of the respondents have collected information through friends and relatives,
19.3%% of the respondents have collected information through Quality of treatment and
23.3% of the respondents have collected information through reputation of hospital.
Majority of the respondents are Reference by doctors.
19


Table No: 3.10

Patient perception towards hospital facility
Factors Excellence Good Fair Poor
Very
Poor
Total
Infrastructure
No 99 49 2 0 0 150
% 66.0 32.7 1.3 0 0 100
Space and
Seating in the
Lobby
No 20 118 12 0 0 150
% 13.3 78.7 8.0 0 0 100
Pharmacy
No 27 72 51 0 0 150
% 18.0 48.0 34.0 0 0 100
Ambulance
Service
No 32 90 27 1 0 150
% 21.3 60.0 18.0 .7 0 100
Parking Facility
No 36 73 38 3 0 150
% 24.0 48.7 25.3 2.0 0 100
Catering Facility
No 26 86 37 1 0 150
% 17.3 57.3 24.7 .7 0 150
Toilet Facility
No 15 90 44 1 0 150
% 10.0 60.0 29.3 .7 0 100
Source: Primary Data
From the above table it shows that 66.0% of the respondents say that the
infrastructure facilities provided by the hospital is excellence,78.7% of the respondents
say that the space and seating in the lobby facilities provided by the hospital is
good,48.0% of the respondents say that the Pharmacy facilities provided by the hospital
is good, 60% of the respondents say that Ambulance facilities provided by the hospital is
good,48.7% of the respondents say that the Parking facilities provided by the hospital is
good,57.3% of the respondents say that the Catering facilities provided by the hospital is
good, 60% of the respondents say that the Toilet facilities provided by the hospital is
good.

20



Exhibit: 3.10.2

The patient perception towards hospital facility






0
20
40
60
80
100
120
140
N
o

o
f

R
e
s
p
o
n
d
e
n
t
s

Hospital Facility
Excellence
Good
Fair
Poor
Very Poor
21

Table No: 3.11

The opinion about the cost of treatment (inpatient)
Factors
Very
High
High Reasonable Low
Very
Low
Total
Consultation Fees
No 1 13 97 35 4 150
% .7 8.7 64.7 23.3 2.7 100
Investigation
charges like X-ray
/ Scan / Ultrasound
/ Lab charges etc.,
No 10 28 77 32 3 150
% 6.7 18.7 51.3 21.3 2.0 100
Amount charged
for food and
beverages supplied
to inpatients
No 4 9 38 25 4 80
% 5 11.25 47.5 31.25 5 100
Room rent & other
service charges
No 1 3 43 27 6 80
% 1.25 3.75 53.75 33.75 7.5 100
Cost of medicine
sold by the medical
shop in the campus
No 4 29 70 40 7 150
% 2.7 19.3 46.7 26.7 4.7 100
Cost of the item
sold in the canteen
No 0 13 71 38 28 150
% 0 8.7 47.3 25.3 18.7 100
Source: Primary Data
From the table it shows that 64.7% of the respondents say that the consultation
fees charged by the hospital is reasonable, 51.3% of the respondents say that the
Investigation charged by the hospital is reasonable, 47.5% of the respondents say that the
Amount charged for food facilities in the hospital is reasonable, 53.75 of the respondents
say that the Room rent charges and other services charges by the hospital is reasonable,
46.7% of the respondents say that the Medicine charged by the medical shop in a hospital
is reasonable, 47.3% of the respondents say that the cost of the item sold in the canteen in
a hospital is reasonable.
22



Exhibit: 3.11.3

The opinion about the cost of treatment (Inpatient)



0
20
40
60
80
100
120
140
160
Consultation
Fees
Investigation
charges like
X-ray / Scan /
Ultrasound /
Lab charges
etc.,
Amount
charged for
food and
beverages
supplied to
inpatients
Room rent &
other service
charges
Cost of
medicine
sold by the
medical shop
in the
campus
Cost of the
item sold in
the canteen
N
o

o
f

R
e
s
p
o
n
d
e
n
t
s

Cost of treatment
Very Low
Low
Reasonable
Very High
23

Table No: 3.12

The opinion about the cost of treatment (outpatient)
Factors
Very
High
High Reasonable Low
Very
Low
Total
Consultation Fees
No 1 13 97 35 4 150
% .7 8.7 64.7 23.3 2.7 100
Investigation
charges like X-ray
/ Scan / Ultrasound
/ Lab charges etc.,
No 10 28 77 32 3 150
% 6.7 18.7 51.3 21.3 2.0 100
Cost of medicine
sold by the medical
shop in the campus
No 4 29 70 40 7 150
% 2.7 19.3 46.7 26.7 4.7 100
Cost of the item
sold in the canteen
No 0 13 71 38 28 150
% 0 8.7 47.3 25.3 18.7 100
Source: Primary Data

From the above table it shows that 64.7% of the respondents says that the
consultation fees charged by the hospital is reasonable, 51.3% of the respondents says
that the Investigation charged by the hospital is reasonable, 46.7% of the respondents
says that the Medicine charged by the medical shop in a hospital is reasonable, 47.3% of
the respondents says that the cost of the item sold in the canteen in a hospital is
reasonable.







24

Exhibit: 3.12.4

The opinion about the cost of treatment (Outpatient)










0
20
40
60
80
100
120
140
160
Consultation
Fees
Investigation
charges like
X-ray / Scan /
Ultrasound /
Lab charges
etc.,
Cost of
medicine
sold by the
medical shop
in the
campus
Cost of the
item sold in
the canteen
N
o

o
f

r
e
s
p
o
n
d
e
n
t
s

cost of treatment
Very Low
Low
Reasonable
High
Very High
25

Table No: 3.13

The satisfaction level of regarding of general services
Factors Excellence Good Fair Poor
Very
Poor
Total
Feedback to
employee
No 100 45 5 0 0 150
% 66.7 30.0 3.3 0 0 100
Personal touch
with customer
No 26 102 22 0 0 150
% 17.3 68.0 14.7 0 0 100
Prevention of
error
No 45 56 49 0 0 150
% 30.0 37.3 32.7 0 0 100
Safety provision
in the hospital
No 24 93 27 6 0 150
% 16.0 62.0 18.0 4.0 0 100
Medical record
department
No 21 73 53 2 1 150
% 14.0 48.7 35.3 1.3 .7 100
Source: Primary Data

From the above table it shows that 30% of the respondents says that services of
employees in the hospital is excellence, 68% of the respondents says that personal touch
with patients in the hospital is good, 37.3% of the respondents says that prevention of
error in the hospital is good, 62.0% of the respondents says that safety provision in the
hospital is good, 48.7% of the respondents says that medical record department in the
hospital is good.




26



Exhibit: 3.13.5

The satisfaction level of regarding of general services








0
20
40
60
80
100
120
140
160
Feedback to
employee
Personal touch
with customer
Prevention of
error
Safety
provision in
the hospital
Medical
record
department
N
o
.

o
f

R
e
s
p
o
n
d
e
n
t
s

General Services
Very Poor
Poor
Fair
Good
Excellence
27

Table No.3.14

The Recommend this hospital to others

Recommend No. of the respondents Percentage
Yes 142 94.7
No 8 5.3
Total 150 100.0
Source: Primary Data

From the above table it shows that out of 150 respondents who were taken for the
study, 94.7% of the respondents will recommend the hospital to others and 5.3% of the
respondents will not recommend the hospital to others.

Majority of the respondents recommend the hospital to others.
















28

ANOVA

ANOVA technique is used multiple sample cases are involved. ANOVA is to
test for difference among the means of the populations by examining the amount of
variation within each of these samples, relatives to variation between the samples.

Table Showing Relationship between Age and Patient perception towards hospital
Facility

Hypothesis: The patient perception towards hospital facility has no significant
difference between the age groups
Table No: 3.15

Group statistics- Age and Patient perception



Patients Perception Towards Hospital Facility Score
Mean S.D No
Age
Up to 20 yrs 28.59 2.09 17
21 to 30 yrs 28.03 1.92 38
31 to 40 yrs 28.34 2.03 44
41 to 50 yrs 28.08 1.74 24
51 yrs & Above 28.15 1.81 27
Total 28.21 1.91 150
Source: Computed

From the above table it is inferred that the respondents belong to the age group of
up to 20 years have a higher mean of 28.59 with patient perception towards hospital
facility.


29

Table No: 3.15(a)

ANOVA for patient perception towards hospital facility score and age



Sum of squares DF Mean square F Sig
Between Groups 4.955 4 1.239 .332 2.434
Within Groups 540.218 145 3.726
Total 545.173 149


One way ANOVA was applied to find whether the mean patients perception
towards hospital facility score vary significantly among age groups. The ANOVA result
shows that the calculated F-ratio value is 0.332 which is less than the table value of 2.434
at 5% level of significance. Since the table value is higher than the calculated value it is
inferred that the patients perception towards hospital facility has no significant difference
between the age groups. Hence the hypothesis is accepted.













30

Table Showing Relationship between Educational qualification and patient
perception towards hospital Facility

Hypothesis: The patient perception towards hospital facility has no significant
difference between the education qualification groups

Table No: 3.16

Group statistics - Educational qualification and Patient perception


Patients perception towards hospital
Facility score
Mean S.D No
Educational
Qualification
School level 27.96 2.11 25
UG 28.19 1.87 37
PG 28.21 1.98 66
No formal
education
28.55 1.60 22
Total 28.21 1.91 150
Source: Computed

From the above table it is inferred that the respondents have No formal education
has a higher mean of 28.55 with patient perception towards hospital facility.








31

Table No: 3.16(a)

ANOVA for Patients Perception towards Hospital Facility Score and Age



Sum of squares DF Mean square F Sig
Between Groups 4.053 3 1.351 .364 2.667
Within Groups 541.121 146 3.706
Total 545.173 149


One way ANOVA was applied to find whether the mean patients perception
towards hospital facility score varies significantly among education qualification groups.
The ANOVA result shows that the calculated F-ratio value is 0.364 which is less than the
table value of 2.667 at 5% level of significance. Since the table value is higher than the
calculated value it is inferred that the patients perception towards hospital facility has no
significant difference between the educations qualification groups. Hence the hypothesis
is accepted.












32

Table Showing Relationship between Occupations of patient perception towards
hospital Facility

Hypothesis: The patient perception towards hospital facility has no significant
difference between the occupation groups

Table No: 3.17

Group statistics - Occupation and Patient perception



Patients perception towards hospital facility score
Mean S.D No
Occupation
Agriculture 28.35 1.90 26
Salaried 27.87 1.94 31
Business 28.39 1.90 46
Professional 28.07 2.09 27
Others 28.35 1.76 20
Total 28.21 1.91 150
Source: Computed

From the above table it is inferred that the respondents belong to the Occupation
of business persons have a higher mean of 28.39 with patient perception towards hospital
facility.








33

Table No: 3.17(a)

ANOVA for Patients Perception towards Hospital Facility Score and Occupation



Sum of squares DF Mean square F Sig
Between Groups 6.446 4 1.612 .434 2.434
Within Groups 538.727 145 3.715
Total 545.173 149


One way ANOVA was applied to find whether the mean patients perception
towards hospital facility score vary significantly among occupation groups. The ANOVA
result shows that the calculated F-ratio value is 0.434 which is less than the table value of
2.434 at 5% level of significance. Since the table value is higher than the calculated value
it is inferred that the patients perception towards hospital facility has no significant
difference between the occupation groups. Hence the hypothesis is accepted.













34

Table Showing Relationship between Annual Income and patient perception
towards Hospital Facility

Hypothesis: The patient perception towards hospital facility has no significant
difference between the annual income groups

Table No: 3.18

Group statistics - Annual income and Patient Perception



Patients Perception Towards Hospital Facility
Score
Mean S.D No
Annual
Income
Up to Rs.100000 28.16 1.95 64
Rs.100001 to
Rs.200000
28.18 1.88 68
AboveRs.200000 28.56 1.98 18
Total 28.21 1.91 150
Source: Computed

From the above table it is inferred that the respondents belong to the annual
income of above Rs.200000 have a higher mean of 28.56 with patient perception towards
hospital facility.








35


Table No: 3.18(a)

ANOVA for Patients Perception towards Hospital Facility Score and Annual
Income



Sum of squares D Mean square F Sig
Between Groups 2.409 2 1.205 .326 3.058
Within Groups 542.764 147 3.692
Total 545.173 149


One way ANOVA was applied to find whether the mean patient perception
towards hospital facility score vary significantly among annual income groups. The
ANOVA result shows that the calculated F-ratio value is 0.326which is less than the table
value of 3.058 at 5% level of significance. Since the table value is higher than the
calculated value it is inferred that the patient perception towards hospital facility has no
significant difference between the annual income groups. Hence the hypothesis is
accepted.












36

Table Showing Relationship between Age and Level of Satisfaction regarding the
Hospital personnel

Hypothesis: The Level of satisfaction regarding the hospital personnel has no significant
difference between the age groups
Table No: 3.19

Group statistics - Age and Level of satisfaction



Satisfaction level regarding the hospital persons score
Mean S.D No
Age
Up to 20 yrs 33.18 2.21 17
21 to 30 yrs 32.89 2.68 38
31 to 40 yrs 32.77 2.48 44
41 to 50 yrs 31.79 3.04 24
Above51yrs 32.37 3.09 27
Total 32.62 2.71 150
Source: Computed

From the above table it is inferred that the respondents belong to the age group
between 21-30 years have a higher mean of 32.89 with level of satisfaction regarding the
hospital personnel.









37

Table No: 3.19(a)

ANOVA for Satisfaction Level Regarding the Hospital Persons Score and Age



Sum of squares DF Mean square F Sig
Between Groups 27.309 4 6.827 .927 2.434
Within Groups 1068.031 145 7.366
Total 1095.340 149


One way ANOVA was applied to find whether the mean levels of satisfaction
regarding the hospital personnel score vary significantly among age groups. The ANOVA
result shows that the calculated F-ratio value is 0.927which is less than the table value of
2.434 at 5% level of significance. Since the table value is higher than the calculated value
it is inferred that the level of satisfaction regarding the hospital personnel has no
significant difference between the age groups. Hence the hypothesis is accepted.













38

Table Showing Relationship between Educational Qualification and Level of
Satisfaction regarding the Hospital personnel

Hypothesis: The Level of satisfaction regarding the hospital personnel has no significant
difference between the education qualification groups

Table No: 3.20

Group statistics -Educational Qualification and Level of satisfaction



Satisfaction level regarding the hospital
persons score
Mean S.D No
Educational
Qualification
School level 32.72 2.99 25
UG 32.43 2.83 37
PG 32.47 2.74 66
No formal
education
33.27 2.10 22
Total 32.62 2.71 150
Source: Computed

From the above table it is inferred that the respondents have No formal education
has a higher mean of 33.27 with level of satisfaction regarding the hospital personnel.








39

Table No: 3.20(a)

ANOVA for satisfaction Level regarding the Hospital Persons Score and
Educational Qualification



Sum of squares DF Mean square F Sig
Between Groups 12.416 3 4.139 .558 2.667
Within Groups 1082.924 146 7.417
Total 1095.340 149


One way ANOVA was applied to find whether the mean levels of satisfaction
regarding the hospital personnel score vary significantly among education qualification
groups. The ANOVA result shows that the calculated F-ratio value is 0.558which is less
than the table value of 2.667 at 5% level of significance. Since the table value is higher
than the calculated value it is inferred that the level of satisfaction regarding the hospital
personnel has no significant difference between the education qualification groups.
Hence the hypothesis is accepted.












40

Table Showing Relationship between Occupation and Level of Satisfaction
regarding the hospital personnel

Hypothesis: The Level of satisfaction regarding the hospital has no significant
difference between the personnel occupation group.

Table No: 3.21

Group statistics-Occupation and Level of satisfaction



Satisfaction level regarding the hospital persons score
Mean S.D No.
Occupation
Agriculture 32.27 2.81 26
Salaried 32.42 3.00 31
Business 32.70 2.59 46
Professional 32.41 2.98 27
Others 33.50 1.99 20
Total 32.62 2.71 150
Source: Computed

From the above table it is inferred that the respondents belong to the Occupation
of Business have a higher mean of 32.70 with level of satisfaction regarding the hospital
personnel.








41

Table No: 3.21(a)

ANOVA for Satisfaction level regarding the Hospital persons
Score and Occupation



Sum of squares DF Mean square F Sig
Between Groups 21.419 4 5.355 .723 2.434
Within Groups 1073.921 145 7.406
Total 1095.340 149


One way ANOVA was applied to find whether the mean levels of satisfaction
regarding the hospital personnel score vary significantly among occupation groups. The
ANOVA result shows that the calculated F-ratio value is0.723 which is less than the table
value2.434 of at 5% level of significance. Since the table value is higher than the
calculated value it is inferred that the level of satisfaction regarding the hospital
personnel has no significant difference between the occupation groups. Hence the
hypothesis is accepted.











42

Table Showing Relationship between Annual income and Level of Satisfaction
regarding hospital personnel

Hypothesis: The Level of satisfaction regarding the hospital personnel has no significant
difference between the annual income groups.

Table No: 3.22

Group statistics Annual income and Level of satisfaction



Satisfaction level regarding the hospital
persons score
Mean S.D No
Annual
Income
Up toRs.100000 32.63 3.02 64
Rs.100001
toRs.200000
32.76 2.49 68
Aboves.200000 32.06 2.41 18
Total 32.62 2.71 150
Source: Computed

From the above table it is inferred that the respondents belong to the Annual
income of Rs.100001toRs.200000 have a higher mean of 32.76 with level of satisfaction
regarding the hospital personnel.








43

Table No. 3.22(a)

ANOVA for Satisfaction Level regarding the Hospital Persons Score and Annual
Income



Sum of squares DF Mean square F Sig
Between Groups 7.160 2 3.580 .484 3.058
Within Groups 1088.180 147 7.403
Total 1095.340 149


One way ANOVA was applied to find whether the mean levels of satisfaction
regarding the hospital personnel score vary significantly among annual income groups.
The ANOVA result shows that the calculated F-ratio value is0.484 which is less than the
table value 3.058of at 5% level of significance. Since the table value is higher than the
calculated value it is inferred that the level of satisfaction regarding the hospital
personnel has no significant difference between the annual income groups. Hence the
hypothesis is accepted.













44


Table Showing Relationship between Age and opinion about cost of treatment

Hypothesis: The opinions about cost of treatment has no significant difference between
the age groups
Table No: 3.23

Group statistics-Age and opinion about cost of treatment



Opinion about cost of treatment score
Mean S.D No
Age
Up to 20 yrs 14.12 2.57 17
21 to 30 yrs 14.21 2.96 38
31 to 40 yrs 13.84 3.42 44
41 to 50 yrs 13.54 3.79 24
Above51yrs 14.81 3.42 27
Total 14.09 3.27 150
Source: Computed

From the above table it is inferred that the respondents belong to the Age group of
above 51 years have a higher mean of 14.81 with opinion about cost of treatment.










45


Table No: 3.23(a)

ANOVA for Opinion about Cost of Treatment Score and Age



Sum of squares DF Mean square F Sig
Between Groups 24.694 4 6.174 .571 2.434
Within Groups 1567.999 145 10.814
Total 1592.693 149


One way ANOVA was applied to find whether the mean level of opinion about
cost of treatment score vary significantly among age groups. The ANOVA result shows
that the calculated F-ratio value is0.571 which is less than the table value 3.058 of at 5%
level of significance. Since the table value is higher than the calculated value it is inferred
that the opinion about cost of treatment has no significant difference between the age
groups. Hence the hypothesis is accepted.













46

Table Showing Relationship between Educational qualification and opinion about
cost of treatment

Hypothesis: The opinion about cost of treatment has significant with the educational
qualification groups.

Table No: 3.24

Group statistics-Educational qualification and opinion about cost of treatment



Opinion about cost of treatment score
Mean S.D No
Educational
Qualification
School level 15.60 3.72 25
UG 14.54 3.13 37
PG 13.52 2.99 66
No formal education 13.36 3.30 22
Total 14.09 3.27 150
Source: Computed

From the above table it is inferred that the respondents have a School level has a
higher mean of 15.60 with opinion about cost of treatment.










47

Table No: 3.24(a)

ANOVA for Opinion about Cost of Treatment Score and Educational Qualification



Sum of squares DF Mean square F Sig
Between Groups 97.928 3 32.643 3.188 2.667
Within Groups 1494.765 146 10.238
Total 1592.693 149



One way ANOVA was applied to find whether the mean level of opinion about
cost of treatment score vary significantly among educational qualification groups. The
ANOVA result shows that the calculated F-ratio value is 3.188 which is higher than the
table value 2.667of at 5% level of significance. Since the calculated value is higher than
the table value it is inferred that the opinion about cost of treatment has significant with
the educational qualification groups. Hence the hypothesis is rejected.













48

Table Showing Relationship between Occupation and opinion about cost of
treatment

Hypothesis: The opinion about cost of treatment has no significant difference between
the Occupation groups.

Table No: 3.25

Group statistics Occupation and opinion about cost of treatment



Opinion about cost of treatment score
Mean S.D No.
Occupation
Agriculture 13.88 4.10 26
Salaried 14.55 3.74 31
Business 13.78 2.90 46
Professional 13.59 3.18 27
Others 15.05 1.99 20
Total 14.09 3.27 150
Source: Computed

From the above table it is inferred that the respondents belong to the occupation
of other category of have a higher mean of 15.05 with opinion about cost of treatment.









49

Table No: 3.25(a)

ANOVA for Opinion about Cost of Treatment Score and Occupation



Sum of squares DF Mean square F Sig
Between Groups 37.067 4 9.267 .864 2.434
Within Groups 1555.626 145 10.728
Total 1592.693 149


One way ANOVA was applied to find whether the mean level of opinion about
cost of treatment score vary significantly among Occupation groups. The ANOVA result
shows that the calculated F-ratio value is0.864which is lesser than the table value 2.434
of at 5% level of significance. Since the table value is higher than the calculated value it
is inferred that the opinion about cost of treatment has no significant difference between
the Occupation groups. Hence the hypothesis is accepted.














50

Table Showing Relationship between Annual income and opinion about cost of
treatment

Hypothesis: The opinion about cost of treatment has no significant difference between
the annual income groups.

Table No: 3.26

Group statistics Annual income and opinion about cost of treatment



Opinion about cost of treatment score
Mean S.D No
Annual Income
Up to Rs.100000 14.20 2.98 64
Rs.100001 to Rs.200000 14.15 3.58 68
AboveRs.200000 13.50 3.13 18
Total 14.09 3.27 150
Source: Computed

From the above table it is inferred that the respondents belong to the Annual
income of Rs.100000 have a higher mean of 14.20 with opinion about cost of treatment.










Table No: 3.26(a)
51


ANOVA for Opinion about Cost of Treatment Score and Annual Income



Sum of squares DF Mean square F Sig
Between Groups 7.305 2 3.652 .339 3.058
Within Groups 1585.389 147 10.785
Total 1592.693 149


One way ANOVA was applied to find whether the mean level of opinion about
cost of treatment score vary significantly among Annual income groups. The ANOVA
result shows that the calculated F-ratio value is0.339which is lesser than the table value
3.058 of at 5% level of significance. Since the table value is higher than the calculated
value it is inferred that the opinion about cost of treatment has no significant difference
between the annual income groups. Hence the hypothesis is accepted.














Table Showing Relationship between Age and Satisfaction level of general services
52


Hypothesis: The satisfaction level of general services has no significant difference
between the age group.
Table No: 3.27

Group statistics - Age and Satisfaction level of general services



Satisfaction level of general services score
Mean S.D No.
Age
Up to 20 yrs 20.35 1.84 17
21 to 30 yrs 19.97 1.91 38
31 to 40 yrs 20.75 1.73 44
41 to 50 yrs 19.79 2.19 24
Above51yrs 20.30 1.90 27
Total 20.27 1.90 150
Source: Computed

From the above table it is inferred that the respondents belong to the Age group
between 31-40 years have a higher mean of 20.75 with satisfaction level of general
services.










Table No: 3.27(a)
53


ANOVA for Satisfaction Level of General Services Score and Age



Sum of squares DF Mean square F Sig
Between Groups 19.099 4 4.775 1.330 2.434
Within Groups 520.694 145 3.591
Total 539.793 149


One way ANOVA was applied to find whether the mean level of satisfaction
towards of services score vary significantly among age groups. The ANOVA result
shows that the calculated F-ratio value is1.330which is lesser than the table value 2.434
of at 5% level of significance. Since the table value is higher than the calculated value it
is inferred that the satisfaction level of general services has no significant difference
between the age groups. Hence the hypothesis is accepted.















54

Table Showing Relationship between Educational qualification and Satisfaction
level of general services

Hypothesis: The satisfaction level of general services has no significant difference
between the educational qualification groups.

Table No: 3.28

Group statistics - Educational qualification and Satisfaction level of general services


Satisfaction Level Of General Services
Score
Mean S.D No
Educational
Qualification
School level 20.28 2.21 25
UG 20.30 1.63 37
PG 20.08 2.03 66
No formal
education
20.82 1.56 22
Total 20.27 1.90 150
Source: Computed

From the above table it is inferred that the respondents have No formal education
has a higher mean level of 20.82 with satisfaction level of general services.








55

Table No: 3.28(a)

ANOVA for Satisfaction Level of General Services Score and Educational
Qualification



Sum of squares DF Mean square F Sig
Between Groups 9.130 3 3.043 .837 2.667
Within Groups 530.664 146 3.635
Total 539.793 149


One way ANOVA was applied to find whether the mean level of satisfaction
towards general services score vary significantly among educational qualification groups.
The ANOVA result shows that the calculated F-ratio value is 0.837which is lesser than
the table value 2.667 of at 5% level of significance. Since the table value is higher than
the calculated value it is inferred that the satisfaction level of general services has no
significant difference between the educational qualification groups. Hence the hypothesis
is accepted.











56

Table Showing Relationship between Occupation and Satisfaction level of general
services

Hypothesis: The satisfaction level of general services has no significant difference
between the Occupation groups.

Table No: 3.29

Group statistics - Occupation and Satisfaction level of general services



Satisfaction Level Of General Services Score
Mean S.D No
Occupation
Agriculture 20.42 1.79 26
Salaried 20.71 1.49 31
Business 20.15 2.11 46
Professional 19.67 2.11 27
Others 20.50 1.76 20
Total 20.27 1.90 150
Source: Computed

From the above table it is inferred that the respondents belong to the Occupation
of salaried persons have a higher mean of 20.71 with satisfaction level of general
services.








57

Table No: 3.29(a)

ANOVA for Satisfaction Level of General Services Score and occupation



Sum of squares DF Mean square F Sig
Between Groups 18.125 4 4.531 1.260 2.434
Within Groups 521.668 145 3.598
Total 539.793 149


One way ANOVA was applied to find whether the mean level of satisfaction
towards general services score vary significantly among educational qualification groups.
The ANOVA result shows that the calculated F-ratio value is1.260 which is lesser than
the table value 2.434 of at 5% level of significance. Since the table value is higher than
the calculated value it is inferred that the satisfaction level of general services has no
significant difference between the Occupation groups. Hence the hypothesis is accepted.














58

Table Showing Relationship between Annual income and Satisfaction level of
general services

Hypothesis: The satisfaction level of general services has no significant difference
between the annual income groups.

Table No: 3.30

Group statistics - Annual Income and Satisfaction level of general services



Satisfaction Level Of General Services
Score
Mean S.D No.
Annual
Income
Up to Rs.100000 20.31 1.79 64
Rs.100001 to
Rs.200000
20.49 1.97 68
AboveRs.200000 19.33 1.88 18
Total 20.27 1.90 150
Source: Computed

From the above table it is inferred that the respondents belong to the Annual
income of Rs.100001to Rs.200000 have a higher mean of 20.49 with satisfaction level of
general services.


.





59


Table No: 3.30(a)

ANOVA for Satisfaction Level of General Services Score and Annual Income



Sum of squares DF Mean square F Sig
Between Groups 19.058 2 9.529 2.690 3.058
Within Groups 520.735 147 Gr3.542
Total 539.793 149


One way ANOVA was applied to find whether the mean level of satisfaction
towards general services score vary significantly among Annual income groups. The
ANOVA result shows that the calculated F-ratio value is2.690 which is lesser than the
table value 3.058 of at 5% level of significance. Since the table value is higher than the
calculated value it is inferred that the satisfaction level of general services has no
significant difference between the annual income groups. Hence the hypothesis is
accepted.












60

t-test
T-test is applied to find whether the mean satisfaction score vary significantly between
two variables. It should be calculated the only two variables.

Table Showing Relationship between Gender level and patient perception towards
hospital Facility

Hypothesis: The Patient perception towards hospital facility has no significant
difference between the Male and female.
TABLE NO: 3.31
Group Statistics -Gender and patient perception


Patients Perception Towards Hospital Facility Score
Mean S.D No.
Gender
Male 28.25 2.01 72
Female 28.18 1.84 78
Total 28.21 1.91 150
Source: Computed
From the above table it is inferred that the respondents belong to the male
category has a higher mean of 28.25 towards patient perception to hospital facility.

Table No: 3.31(a)
t-test for Equality of Means
T DF SIG
.225 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between Male and female. The calculated t-test value is 0.225 which is
lesser than the table value of 1.976at 5%level of significance. Since the table value is
higher than the table value it is inferred that the mean patient perception towards hospital
facility has no significant difference between the Male and female. Hence the hypothesis
is accepted.
61

Table Showing Relationship between Marital status and patient perception towards
hospital Facility

Hypothesis: The Patient perception towards hospital facility has no significant
difference between the married and unmarried.

Table No: 3.32
Group Statistics -Marital Status and patient perception


Patients perception towards hospital facility score
Mean S.D No
Marital status
Married 28.15 1.79 104
Unmarried 28.35 2.17 46
Total 28.21 1.91 150
Source: Computed
From the above table it is inferred that the respondents belong to the marital status
level of unmarried have a mean of 28.35 with patient perception towards hospital facility.



Table No: 3.32(a)
t-test for Equality of Means
T DF SIG
.571 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between Male and female. The calculated t-test value is 0.571 which is
lesser than the table value of 1.976 at 5% level of significance. Since the table value is
higher than the calculated value it is inferred that the mean patient perception towards
hospital facility has no significant difference between the Married and Unmarried. Hence
the hypothesis is accepted.
62

Table Showing Relationship between type of patient and patient perception towards
hospital facility

Hypothesis: The Patient perception towards hospital facility has significant with the
Inpatient and Outpatient.

Table No: 3.33
Group Statistics-Type of Patient and patient perception


Patients Perception Towards Hospital Facility Score
Mean S.D No.
Type of patient
Inpatient 28.55 2.00 77
Outpatient 27.86 1.76 73
Total 28.21 1.91 150
Source: Computed
From the above table it is inferred that the majority of respondents are outpatients
have a higher mean of 27.86 with patient perception towards hospital facility.



Table No: 3.33(a)
t-test for Equality of Means
T DF SIG
2.212 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between Inpatient and Outpatient. The calculated t-test value is 2.212 which
is higher than the table value of 1.976 at 5%level of significance. Since the calculated
value is higher than the table value it is inferred that the mean patient perception towards
hospital facility has significant with the Inpatient and Outpatient. Hence the hypothesis is
rejected.

63


Table Showing Relationship between area of residence and patient perception
towards hospital Facility

Hypothesis: The Patient perception towards hospital facility has no significant difference
between the Rural and Urban.

Table No: 3.34
Group Statistics-Area of residence and patient perception


Patients Perception Towards Hospital Facility Score
Mean S.D No.
Area of Residence
Rural 28.16 2.07 79
Urban 28.27 1.74 71
Total 28.21 1.91 150
Source: Computed
From the above table it is inferred that the majority of respondents belong to
urban areas has a mean of 28.27 with patient perception towards hospital facility.



Table No: 3.34(a)
t-test for Equality of Means
T DF SIG
.328 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between Rural and Urban. The calculated t-test value is 0.328 which is
lesser than the table value of 1.976 at 5%level of significance. Since the table value is
higher than the calculated value it is inferred that the mean patient perception towards
hospital facility has no significant difference between the Rural and Urban. Hence the
hypothesis is accepted.
64


Table Showing Relationship between Gender and Satisfaction level regarding the
hospital personnel

Hypothesis: The Satisfaction level towards hospital person has no significant difference
between the Male and Female.

Table No: 3.35
Group Statistics-Gender and Level of satisfaction


Satisfaction Level regarding the Hospital Persons Score
Mean S.D No.
Gender
Male 32.47 2.67 72
Female 32.76 2.76 78
Total 32.62 2.71 150
Source: Computed
From the above table it is inferred that the respondents belong to the male
category has a higher mean of 32.76 with satisfaction level regarding the hospital
persons.

Table No: 3.35(a)
t-test for Equality of Means
T DF SIG
.640 148 1.976


The T-test was applied to find whether the mean satisfaction score vary
significantly between Male and Female. The calculated t-test value is 0.640 which is
lesser than the table value of 1.976 at 5%level of significance. Since the table value is
higher than the calculated value it is inferred that the mean level of satisfaction regarding
the hospital persons has no significant difference between the Male and Female. Hence
the hypothesis is accepted.
65

Table Showing Relationship between Marital Status and Satisfaction level regarding
the hospital personnel

Hypothesis: The Satisfaction level regarding the hospital persons has no significant
difference between the Married and Unmarried.

Table No: 3.36
Group Statistics-Marital status and Level of satisfaction
Source: Computed
From the above table it is inferred that the respondents belong to the marital status
of unmarried have a mean of 32.80 with satisfaction level regarding the hospital persons.



Table No: 3.36(a)
t-test for Equality of Means
T DF SIG
.553 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between married and unmarried. The calculated t-test value is0.553 which is
lesser than the table value of 1.976 at 5%level of significance. Since the table value is
higher than the calculated value it is inferred that the mean level of satisfaction regarding
the hospital persons has no significant difference between the Married and Unmarried.
Hence the hypothesis is accepted.



Satisfaction Level regarding the Hospital Persons Score
Mean S.D No.
Marital status
Married 32.54 2.78 104
Unmarried 32.80 2.57 46
Total 32.62 2.71 150
66

Table Showing Relationship between Type of Patient and Satisfaction level
regarding the hospital personnel

Hypothesis: The Satisfaction level regarding the hospital persons has no significant
difference between the Inpatient and Outpatient

Table No: 3.37
Group Statistics-Type of Patient and Level of satisfaction


Satisfaction Level regarding the Hospital Persons Score
Mean S.D No.
Type of patient
Inpatient 32.64 2.57 77
Outpatient 32.60 2.87 73
Total 32.62 2.71 150
Source: Computed
From the above table it is inferred that the majority of respondents are inpatient
have a higher mean of 32.64 with satisfaction level regarding the hospital persons.



Table No: 3.37(a)
t-test for Equality of Means
T DF SIG
.076 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between Inpatient and Outpatient. The calculated t-test value is 0.076which
is lesser than the table value of 1.976 at 5%level of significance. Since the table value is
higher than the calculated value it is inferred that the mean level of satisfaction regarding
the hospital persons has no significant difference between the Inpatient and Outpatient.
Hence the hypothesis is accepted.

67

Table Showing Relationship between Area of Residence and Satisfaction level
regarding the Hospital personnel

Hypothesis: The Satisfaction level regarding the hospital persons has no significant
difference between the Rural and Urban.

Table No: 3.38
Group statistics: Area of Residence and Level of satisfaction


Satisfaction level regarding the hospital persons score
Mean S.D No.
Area of Residence
Rural 32.61 2.94 79
Urban 32.63 2.45 71
Total 32.62 2.71 150
Source: Computed
From the above table it is inferred that the majority of respondents belong to
urban areas has a higher mean of 32.63 with satisfaction level regarding the hospital
persons.



Table No: 3.38(a)
t-test for Equality of Means
T DF SIG
.059 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between Rural and Urban. The calculated t-test value is 0.059 which is
lesser than the table value of 1.976 at 5% level of significance. Since the table value is
higher than the calculated value it is inferred that the mean level of satisfaction regarding
the hospital persons has no significant difference between the Rural and Urban. Hence
the hypothesis is accepted.
68


Table Showing Relationship between Gender and opinion about cost of treatment

Hypothesis: The opinion about cost of treatment has no significant difference between
the Male and Female.

Table No: 3.39
Group Statistics-Gender and opinion about cost of treatment


Opinion About Cost Of Treatment Score
Mean S.D No.
Gender
Male 14.21 3.38 72
Female 13.99 3.18 78
Total 14.09 3.27 150
Source: Computed
From the above table it is inferred that the respondents belong to the male
category has a higher mean of 14.21 with opinion about cost of treatment.



Table No: 3.39(a)
t-test for Equality of Means
T DF SIG
.413 148 1.976


The T-test was applied to find whether the mean satisfaction score vary
significantly between Male and Female. The calculated t-test value is 0.413 which is
lesser than the table value of 1.976 at 5% level of significance. Since the table value is
higher than the calculated value it is inferred that the mean opinion about cost of
treatment has no significant difference between Male and Female. Hence the hypothesis
is accepted.
69


Table Showing Relationship between Marital Status and opinion about cost of
treatment

Hypothesis: The opinion about cost of treatment has no significant difference between
the Married and Unmarried.

Table No: 3.40
Group Statistics-Marital Status and opinion about cost of treatment


Opinion about cost of treatment score
Mean S.D No.
Marital status
Married 14.08 3.20 104
Unmarried 14.13 3.46 46
Total 14.09 3.27 150
Source: Computed

From the above table it is inferred that the respondents belong to the marital status
of unmarried have a mean of 14.13 with opinion about cost of treatment.


Table No: 3.40(a)
t-test for Equality of Means
T DF SIG
.092 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between married and unmarried. The calculated t-test value is 0.092 which
is lesser than the table value of 1.976 at 5% level of significance. Since the table value is
higher than the calculated value it is inferred that the mean opinion about cost of
treatment has no significant difference between the Married and Unmarried. Hence the
hypothesis is accepted.
70


Table Showing Relationship between Type of Patient and opinion about cost of
treatment

Hypothesis: The opinion about cost of treatment has significant with the Inpatient and
Outpatient.

Table No: 3.41
Group statistics: Type of Patient and opinion about cost of treatment


opinion about cost of treatment score
Mean S.D No.
Type of patient
Inpatient 15.95 2.32 77
Outpatient 12.14 2.98 73
Total 14.09 3.27 150
Source: Computed
From the above table it is inferred that the majority of respondents are inpatients
have a higher mean of 15.95 with opinion about cost of treatment.



Table No: 3.41(a)
t-test for Equality of Means
T DF SIG
8.765 148 2.609

The T-test was applied to find whether the mean satisfaction score vary
significantly between Inpatient and Outpatient. The calculated t-test value is 8.765 which
is higher than the table value of 2.609 at 1% level of significance. Since the calculated
value is higher than the table value it is inferred that the mean opinion about cost of
treatment has significant with the Inpatient and Outpatient. Hence the hypothesis is
rejected.
71

Table Showing Relationship between Area of residence and opinion about cost of
treatment

Hypothesis: The opinion about cost of treatment scores has no significant difference
between the Rural and Urban.

Table No: 3.42
Group statistics: Area of residence and opinion about cost of treatment






Source: Computed
From the above table it is inferred that the majority of respondents belong
to rural areas has a higher mean of 14.13 with opinion about cost of treatment.



Table No: 3.42(a)
t-test for Equality of Means
T DF SIG
.131 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between Rural and Urban. The calculated t-test value is 0.131 which is
lesser than the table value of 1.976 at 5% level of significance. Since the table value is
higher than the calculated value it is inferred that the mean opinion about cost of
treatment has no significant difference between the Rural and Urban. Hence the
hypothesis is accepted.


Opinion about cost of treatment score
Mean S.D No.
Area of Residence
Rural 14.13 3.47 79
Urban 14.06 3.06 71
Total 14.09 3.27 150
72

Table Showing Relationship between Gender and Satisfaction level of General
services

Hypothesis: The Satisfaction level of general services has no significant difference
between the Male and Female.

Table No: 3.43
Group Statistics- Gender and Satisfaction level of General services



Satisfaction level of general services score
Mean S.D No.
Gender
Male 20.38 2.14 72
Female 20.18 1.67 78
Total 20.27 1.90 150
Source: Computed
From the above table it is inferred that the respondents belong to the male
category has a higher mean of 20.38 with satisfaction level of general services.


Table No: 3.43(a)
t-test for Equality of Means
T DF SIG
.627 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between Male and Female. The calculated t-test value is 0.627 which is
lesser than the table value of 1.976 at 5% level of significance. Since the table value is
higher than the calculated value it is inferred that the mean satisfaction level of general
services has no significant difference between Male and Female. Hence the hypothesis is
accepted.
73

Table Showing Relationship between Marital Status and Satisfaction level of
General services

Hypothesis: The Satisfaction level of general services has no significant difference
between the Married and Unmarried.

Table No: 3.44
Group statistics: Marital Status and Satisfaction level of General services


Satisfaction Level of General Services Score
Mean S.D No.
Marital status
Married 20.21 1.99 104
Unmarried 20.41 1.71 46
Total 20.27 1.90 150
Source: Computed
From the above table it is inferred that the respondents belong to the marital status
of unmarried have a mean of 20.41 with satisfaction level of general services.



Table No: 3.44(a)
t-test for Equality of Means
T DF SIG
.597 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between married and unmarried. The calculated t-test value is 0.597 which
is lesser than the table value of 1.976 at 5% level of significance. Since the table value is
higher than the calculated value it is inferred that the mean satisfaction level of general
services has no significant difference between Married and Unmarried. Hence the
hypothesis is accepted.

74

Table Showing Relationship between Type of Patient and Satisfaction level of
General services

Hypothesis: The Satisfaction level of general services has no significant difference
between the Inpatient and Outpatient.

Table No: 3.45
Group statistics: Type of Patient and Satisfaction level of General services


Satisfaction Level of General Services Score
Mean S.D No.
Type of
patient
Inpatient 20.22 1.95 77
Outpatient 20.33 1.86 73
Total 20.27 1.90 150
Source: Computed
From the above table it is inferred that the majority of respondents are outpatients
have a higher mean of 20.33 with satisfaction level of general services.

Table No: 3.45(a)
t-test for Equality of Means
T DF SIG
.346 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between Inpatient and Outpatient. The calculated t-test value is 0.346 which
is lesser than the table value of 1.976 at 5% level of significance. Since the table value is
higher than the table value it is inferred that the mean satisfaction level of general
services has no significant difference between the Inpatient and Outpatient. Hence the
hypothesis is accepted.


75

Table Showing Relationship between Area of Residence and Satisfaction level of
General services

Hypothesis: The Satisfaction level of general services has no significant difference
between the Rural and Urban.

Table No: 3.46
Group statistics-Area of Residence and Satisfaction level of General services


Satisfaction Level of General Services Score
Mean S.D No.
Area of Residence
Rural 20.22 2.02 79
Urban 20.34 1.78 71
Total 20.27 1.90 150
Source: Computed
From the above table it is inferred that the majority of respondents belong to
urban areas has a higher mean of 20.34 with satisfaction level of general services.



Table No: 3.46(a)
t-test for Equality of Means
T DF SIG.
.394 148 1.976

The T-test was applied to find whether the mean satisfaction score vary
significantly between Rural and Urban. The calculated t-test value is 0.394 which is
lesser than the table value of 1.976 at 5% level of significance. Since the table value is
higher than the calculated value it is inferred that the mean satisfaction level of general
services has no significant difference between the Rural and Urban. Hence the hypothesis
is accepted.

76

CORRELATION
Correlation was applied to find the degree of relationship between score and
variables. The correlation was also applied to find whether there is a positive or negative
relationship between the variables.

Table No: 3.47
Table showing relationship between the patient perception towards hospital,
satisfaction level towards hospital persons, opinion about cost of treatment,
satisfaction level of general services.

patients
perception
towards
hospital
score
satisfaction
level towards
hospital
persons score
opinion
about cost
of treatment
score
satisfaction
level of
general
services
score
patients perception
towards hospital score
Pearson
Correlation
.311(**) .064 .150
satisfaction level towards
hospital persons score
Pearson
Correlation
.062 .295(**)
opinion about cost of
treatment score
Pearson
Correlation
-.029
satisfaction level of
general services score
Pearson
Correlation


** Correlation is significant at the 0.01 level
Source: Computed
Correlation to find the degree of relationship between the variables.
From the table it is a found that there is a positive correlation between patients
perception towards hospital and satisfaction level towards hospital persons (0.311), there
is also positive relationship between satisfaction level towards hospital persons and
satisfaction level of general services (0.295).
From the table it is a found that there is a negative correlation between opinion
about cost of treatment and satisfaction level of general services (0.029),this indicates
that respondents who have less opinion about cost of treatment will have high opinion
regarding the satisfaction level of general services.
77

KENDALLS COEFFICIENT OF CONCORDANCE
Kendalls Co-Efficient of Concordance has been applied to find out whether
the respondents have assigned similar ranks in expressing their opinion.

Table No: 3.48
HYPOTHESIS: The mean rank of the respondents regarding the influence to select the
hospital.
Factors Mean Rank
Excellent service 2.97
Availability of expert doctors 2.55
Familiarity 2.92
Moderate payment 3.84
Location 2.72
Source: Computed
Lower mean rank of 2.55 is given to availability of expert doctors, which shows
that availability of expert doctors is considered as the first choice, 2.72mean rank is given
to location, which shows that location is considered as the second choice, 2.92mean rank
is given to familiarity, which shows that familiarity is considered as the third choice,
2.97mean rank is given to excellent service, which shows that excellent service is
considered as the fourth choice and 3.84 mean rank is given to moderate payment, which
shows that moderate brand is considered as the fifth choice.

Table No: 3.48(a)
Kendall's W .100
Kendalls coefficient of concordance (W) was used to find the extent of similarity
among then respondents in assigning ranks to the given items (W) varies between 0&1,
higher the value of (W) more will be the similarity among the respondents in assigning
the ranks. The Kendalls (W) calculated for the given item (0.100) which shows that there
is less similarity among the respondent in assigning the rank.

78

CHAPTER-IV
FINDINGS, SUGGESTIONS AND CONCLUSIONS

FINDINGS

Percentage Analysis
Majority of the respondents are in the category of 31-40 years.
Majority of the respondents are married.
Majority of the respondents are Postgraduates.
Majority of the respondents are Business People.
Majority of the respondents are Annual income of Rs.100000 to Rs.200000.
Majority of the respondents are Inpatient.
Majority of the respondents are urban area.
Majority of the respondents are Reference by doctors.
Majority of the respondents recommend their hospital to others.

Hospital Facility
Majority of the respondents 66.0% of the respondents say that the infrastructure
facilities provided by the hospital is excellence.
Majority of the respondents 78.7% of the respondents say that the space and
seating in the lobby facilities provided by the hospital is good.
Majority of the respondents 48.0% of the respondents say that the Pharmacy
facilities provided by the hospital is good.
Majority of the respondents 60% of the respondents say that Ambulance facilities
provided by the hospital is good.
Majority of the respondents 57.3% of the respondents say that the Catering
facilities provided by the hospital is good.
Majority of the respondents 60% of the respondents say that the Toilet facilities
provided by the hospital is good.


79

Cost of treatment (Inpatient)
Majority of the respondents 64.7% of the respondents say that the consultation
fees charged by the hospital is reasonable.
Majority of the respondents 51.3%of the respondents say that the Investigation
charged by the hospital is reasonable.
Majority of the respondents 47.5% of the respondents say that the Amount
charged for food facilities in the hospital is reasonable.
Majority of the respondents 53.75 of the respondents say that the Room rent
charges and other services charges by the hospital is reasonable.
Majority of the respondents 46.7%of the respondents say that the Medicine
charged by the medical shop in a hospital is reasonable.
Majority of the respondents 47.3%of the respondents say that the cost of the item
sold in the canteen in a hospital is reasonable.

Cost of treatment (outpatient)
Majority of the respondents 64.7% of the respondents say that the consultation
fees charged by the hospital is reasonable.
Majority of the respondents 51.3%of the respondents say that the Investigation
charged by the hospital is reasonable.
Majority of the respondents 46.7%of the respondents say that the Medicine
charged by the medical shop in a hospital is reasonable.
Majority of the respondents 47.3%of the respondents say that the cost of the item
sold in the canteen in a hospital is reasonable.

Satisfaction Level of General Services
Majority of the respondents 30% of the respondents say that services of
employees in the hospital is good.
Majority of the respondents 68% of the respondents say that personal touch with
patients in the hospital is good.
Majority of the respondents 37.3% of the respondents say that prevention of error
in the hospital is good.
80

Majority of the respondents 62.0% of the respondents say that safety provision in
the hospital is good.
Majority of the respondents 48.7%of the respondents say that medical record
department in the hospital is good.

ANOVA
ANOVA reveals that there was no significant difference between the age,
educational qualification, occupation, annual income of the respondents and their
satisfaction level for the personnel services, patient perception towards hospital,
opinion about cost of treatment, and satisfaction level of general services availed
as calculated value of ANOVA. Hence the hypothesis is accepted.
There is opinion about cost of treatment was significant with the educational
qualification groups. Hence the hypothesis is rejected.

t-test
t-test reveals that there was no significant difference between the gender , marital
status, area of residence, type of patient of the respondents their satisfaction level
for personnel services, patient perception towards hospital, opinion about cost of
treatment, and satisfaction level of general services as calculated value of t-test.
Hence the hypothesis is accepted.
There is opinion about cost of treatment was significant with the Inpatient and
Outpatient. Hence the hypothesis is rejected.

Correlation
There is a positive correlation between patients perception towards hospital and
satisfaction level towards hospital persons score of (0.311), The satisfaction level
towards hospital persons and satisfaction level of general services (0.295).
There is a negative correlation between opinion about cost of treatment and
satisfaction level of general services (0.029).


81

Kendalls coefficient of concordance
Kendalls coefficient of concordance (W) was used to find the extent of similarity
among then respondents in assigning ranks to the given items Kendalls(W)varies
between 0&1, higher the value of (W) more will be the similarity among the
respondents in assigning the ranks. The Kendalls (W) calculated for the given
item (0.100) which shows that there is less similarity among the respondents in
assigning the rank.
























82


SUGGESTIONS

The hospital should increase the Square feet area of the Parking Loard.
Customer relation management should work more efficiently.
Visitors room should be provided for the patients relative.
The quality of the food that is provided in the canteen can be improved by pre-
checking the quality before serving and also the stock available should be
reported as and when in order to issue tokens without any problem.
Sales promotion activities can be improved.
Camp facilities may be arranged in schools, public places, and old age homes.



CONCLUSION

Health is wealth is gaining more importance in recent years. Hospitals are
those are accessible for the people to get rid of disease. Patient satisfaction is an
increasing important issue both in evaluation and shaping of health care, it should be
carried out routinely in all aspects of health care to improve the quality of health services.
Patient attending each hospital are responsible for spreading the good image of the
hospital and therefore satisfaction of patients attending the hospital is equally important
for hospital management. The study concluded that the Swiss eye care Hospital can
organize seminars and conferences from time to time for sharing information which
indeed a kind of publicity and the hospital can also conduct free medical camp in rural
areas as a part of social responsibility which increases the reputation of the organization.





83



BIBLIOGRAPHY

Books
Kothari.C.R. Research Methodology, Methods & Techniques Wishwa
Prakashan New Delhi 2
nd
Edition, page no 76, 77, 282, 283
Fisher. D. Cynthia, Schoenfeldt F.Lyle, Shaw. B. James H.R.manale 2
nd
Edition,
page no .512 to 527
Anju gupta, Operations Research, Excel books, 1
st
Edition 1998, page no 96-99
Marketing for Hospitality. Philip Kotler, John Bowen, & James Makens.
Ravi Shanker, Service marketing, The Indian perspective, Excel book, First
edition, 2002.

Journals &Magazines
Brouchers of Swiss Eye Hospital.
The ICFAI Journal of Service Marketing, Suchitra Jampani.
Indian Journal of Marketing. Dr. G Ganesan Dr. K. Chandra Sekar Rao.

Websites
www.hospital.com
www.healthline.com
www.healthfinder.com
www.Swiss eye.in