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 biosocial 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 .

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 Vasan 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 Vasan Eye care
hospital.

To know the patient respondents on the customer care services provided by

To evaluate the level of satisfaction of the respondents in utilizing the Vasan

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.

1.6 REVIEW OF THE LITERATURE Mehta (2001)1 In his study impact of employee involvement on the effectiveness of Health Information Technology. Points out that training effectiveness s department on towards considerations .Firstly trainers are fully responsible for training. If the employees do not show the result, the trainer should be held accountable for it. Secondly training effectiveness depends on the kind of atmosphere. Choubey, R.R (2002)2 In his study reports on hospital security and maintenance service Hospital is an organization which provides relief and care for sickness and disease. Adequate protection of hospital assets and personnel in addition to the patients and attendants is a very important issue. Safely and security services are mandatory in a hospital as it is important public place delivering health care to the community. A.K.Sivakumar (2003)3 According to his study improving patient satisfaction in hospital care settings an important factor in assessing patient satisfaction community Eye health discuss that the preparation of patient satisfaction questionnaire is based on textbooks ones own perception & similar forms used at other hospitals. This process often reflects the providers perception of factors influencing satisfaction perpetuating their shortcomings and not adequately dealing with necessary cultural social variations. Dayan (2004)4 In his study service ethic compatible with professionalism there is growing interest to measure patient satisfaction and collect the views of patients about the services they use. Satisfaction is essential if we have to get people utilize services, comply with treatments and improve health outcomes. This paper reports the experience of Vasan Eye care hospital in designing an instrument to measure patient satisfaction and be able to develop a satisfaction index for all units that should become a component of comprehensive health care quality assessment. It is hoped that this would interest national partners and health stakeholders to get involved in assessing this important performance parameter that has been forgotten for long.

RanazehraMassood (2005)5 In his study to consider in designing a patient satisfaction survey customer satisfaction and service quality are often treated together as functions customer perceptions an expectations. Research has shown that high service quality contributes significantly to customer satisfaction and customer delight. This study empirically explores the relationship between hospital quality management service quality performances for a sample of patients of eye care patients perceptions expectation of eye care services quality in Vasan Eye hospitals in Coimbatore. Lucy Robert (2006) 6 In her study about the need for holistic integration of a number of eye care services which include medical, rehabilitation, educational & social services and also on creating awareness among the people about the variable service available. Beginning line of communication gives the patient a better experience of eye care service. Rakes (2006)7 In his study initiative to change ward culture results in better patient care examine various welfare measures given to laborers. According to him, it is the voluntary effort of the employer to establish with existing system, working living, and cultural conditions of the industry and conditions of the market. The author divides welfare amenities mainly into economic recreation and facilitates service. The basic aim of labour service in an industry is to improve the living and working conditions of worker and their families. Brown(2007)8 In his study the patients in the quality of health care editorially highlighted that the patient is becoming an ever more silent partner in the health care system, as their views of quality have largely been sidelined by the number of attempts to exclusively determine patient satisfaction with health care. Blum, Nava(2009)9 According to his study offers information on the Eye Hospital in West Bengal It is said to be the only public hospital in the region specializing in ophthalmology. It is stated to place a high priority on training local doctors and nurses. Patients are predominantly Palestinians. The hospital operates a number of satellite
5

clinics in areas where public services are not easily available. It works to eliminate the main causes of preventable blindness. JalanRatan (2009)10 According to his study the development of healthcare delivery practices in India. The work of companies including Apollo Hospitals Group in developing health services in cities across India is described. Apollo's efforts to secure certification from the Joint Commission on Accreditation of Healthcare Organizations are described. The replication of Apollo hospitals within a franchise based hospital network is addressed. The importance of ensuring that comprehensive health care is available at franchised health clinics is emphasized. Edwards Randy (2011)11 In his study reports on an increase which has been seen in the number of U.S. hospitals that are initiating cost saving measures within their pharmacies in 2011 as a result of pending decreases in Medicare, Medicaid and private payer reimbursements and in an effort to help their operating budgets. The role that changes in regulations and accreditation standards in the U.S. have played in hospitals. Sanders Bethany (2011)12 In his study focuses on the effect of the billing process in hospitals on patient satisfaction. It cites the Consumer Impact Study conducted by Connance of Waltham in Massachusetts which shows that 76% of uninsured patients believed that the amount they owe to the hospital is incorrect. It presents six areas of patient satisfaction defined by the American Hospital Association (AHA) which was used by Gallup Healthcare to conduct hospital surveys on patient satisfaction. Fracasso Mark R. (2011)13 In his study how the Mary's Center for Maternal and Child Care Inc. faced the challenge of increasing productivity while maintaining system quality and patient and clinician satisfaction. The authors mention the Plan Do Study Act (PDSA) quality technique used by Mary's Center in simplifying patient schedule, reducing no-show rate, and increasing productivity. They state that the strategy of Marys Center has helped them continue to deliver health care, education, and social service.

Robbins Shari B. (2011)14 In his study the use of foundational strategies for hospitals to eliminate obstacles to efficient and cost-effective patient throughput. It mentions that Portion Control Activities (PCO) would help improve discharge care coordination. The methods can have an impact on successful delivery of health care that can help in saving time and money for rework and other inefficiencies of the hospital so as to improve the health care system in hospitals.

1.7 CHAPTER SCHEME The researcher presents the study according to the following chapters:

Chapter I It deals with the introduction, statement of the problem, review of literature, scope and objectives of the study, methodology and limitations.

Chapter II It deals with the profile of Vasan Eye care Hospital, Hospital system and functions, patient satisfaction.

Chapter III It deals with the analysis and interpretation of the study.

Chapter IV

It deals with the findings, suggestions and conclusions of the study.

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.

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

Vasan group started its first Eye Care Hospital in Trichy in the year 2002. Vasan 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 Vasan 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.
9

Towards its vision to bring quality eye care within the reach of every Indian, the network has been expanding rapidly. We aim to have 125 hospitals in all by the end of 2011. The Vasan 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 VASAN

Patient rooms Vasan 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.

10

Emergency room Vasan 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 Vasan 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 Vasan has well equipped general ICU and Trauma ICU Their ICUs are facilitated with Dialysis Vasan has a four bedded dialysis unit functioning with o Centralized a/c. o Special monitors, central suction and medical gas. o ICU backup. 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.

11

Blood Bank o 24 hrs service. o Hi-tech instruments. o Qualified professionals. o Multiple tests to ensure pure blood. Pharmacy Vasan 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 Vasan 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
12

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
13

 24 hrs service facility 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 Vasan Hospital are: Vasan health check up program mes Vasan 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

14

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

Structure of Organization Professional ethics Social economic condition of patients

Governmental Regulations

Doctors

Professional Exposures

Peer Group Facilities available at Hospital Improving professional activity

SYSTEM FOR HOSPITAL

Medical ethics Social economic condition of nation hood Medical Staff

Safety provision in hospital Medical administration organization

Hospitals

Non-medical staff

Para medical staff Patient

Patients

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 Vasan 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.

16

Table No. 3.1 Age group of the respondents Age Up to 20 yrs 21 to 30 yrs 31 to 40 yrs 41 to 50 yrs Above51yrs Total 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. No. of the respondents 17 38 44 24 27 150 Percentage 11.3 25.3 29.3 16.0 18.0 100

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

TableNo.3.2 Gender of the respondents Gender Male Female Total 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. No of the respondents 72 78 150 Percentage 48.0 52.0 100

Majority of the respondents are female.

17

Table No.3.3 Marital Status of the respondents Marital status Married Unmarried Total 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. No. of the respondents 104 46 150 Percentage 69.3 30.7 100

Majority of the respondents are married.

Table No.3.4 Educational Qualification of the respondents Educational Qualification School Level Under Graduate Post Graduate No Formal Education Total 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. No. of the respondents 25 37 66 22 150 Percentage 16.7 24.7 44.0 14.7 100

Majority of the respondents are Postgraduates.

18

Table No.3.5 Occupation of the respondents Occupation Agriculture Salaried Business Professional Others Total 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. No. of the respondents 26 31 46 27 20 150 Percentage 17.3 20.7 30.7 18.0 13.3 100

Table No.3.6 Annual Income of the respondents Annual Income Up to Rs.100000 Rs.100001 to Rs.200000 AboveRs.200000 Total 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.
19

No. of the respondents 64 68 18 150

Percentage 42.7 45.3 12.0 100

Table No: 3.7 Type of Patient of the respondents Type of Patient Inpatient Outpatient Total 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. No. of the respondents 77 73 150 Percentage 51.3 48.7 100

Majority of the respondents are Inpatient.

Exhibit: 3.7.1

Type of patient of the respondents

No.Of Respondents

76 75 74 73 72 71 Inpatient Outpatient

Types of patient
20

Table No: 3.8 Area of residence of the respondents Area of the residence No. of the respondents Rural Urban Total 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. 71 79 150 Percentage 47.3 52.7 100

Majority of the respondents are urban area.

Table No: 3.9 Table showing Factors influenced to select the hospital Factors Advertisement Reference by doctors Friends & Relatives Quality of treatment Reputation of hospital Total 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.
21

No. of the respondents 16 45 25 29 35 150

Percentage 10.7 30.0 16.7 19.3 23.3 100

Table No: 3.10

Patient perception towards hospital facility Factors No Infrastructure Space and Seating in the Lobby Pharmacy Ambulance Service Parking Facility % No % No % No % No % No Catering Facility % No Toilet Facility % Excellence 99 66.0 20 13.3 27 18.0 32 21.3 36 24.0 26 17.3 15 10.0 Good 49 32.7 118 78.7 72 48.0 90 60.0 73 48.7 86 57.3 90 60.0 Fair 2 1.3 12 8.0 51 34.0 27 18.0 38 25.3 37 24.7 44 29.3 Poor 0 0 0 0 0 0 1 .7 3 2.0 1 .7 1 .7 Very Poor 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Total 150 100 150 100 150 100 150 100 150 100 150 150 150 100

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.

22

Exhibit: 3.10.2

The patient perception towards hospital facility

120

100

No of Respondents

80

60

Excellence Good

40

Fair Poor

20

Very Poor

Hospital Facility

23

Table No: 3.11

The opinion about the cost of treatment (inpatient) Factors No 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 No % No % No % No % No % .7 10 6.7 4 5 1 1.25 4 2.7 0 0 8.7 28 18.7 9 11.25 3 3.75 29 19.3 13 8.7 64.7 77 51.3 38 47.5 43 53.75 70 46.7 71 47.3 23.3 32 21.3 25 31.25 27 33.75 40 26.7 38 25.3 2.7 3 2.0 4 5 6 7.5 7 4.7 28 18.7 100 150 100 80 100 80 100 150 100 150 100 Very High 1 High 13 Reasonable 97 Low 35 Very Low 4 Total 150

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.
24

Exhibit: 3.11.3

The opinion about the cost of treatment (Inpatient)

140

120

No of Respondents

100

80 Very Low 60 Low Reasonable Very High 40

20

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

Cost of treatment

25

Table No: 3.12

The opinion about the cost of treatment (outpatient) Factors No 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 No % No % No % .7 10 6.7 4 2.7 0 0 8.7 28 18.7 29 19.3 13 8.7 64.7 77 51.3 70 46.7 71 47.3 23.3 32 21.3 40 26.7 38 25.3 2.7 3 2.0 7 4.7 28 18.7 100 150 100 150 100 150 100 Very High 1 High 13 Reasonable 97 Low 35 Very Low 4 Total 150

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.

26

Exhibit: 3.12.4

The opinion about the cost of treatment (Outpatient)

160 140 120

No of respondents

100 80 60 40 20 0 Consultation Investigation Cost of Fees charges like medicine X-ray / Scan / sold by the Ultrasound / medical shop Lab charges in the etc., campus Cost of the item sold in the canteen Very Low Low Reasonable High Very High

cost of treatment

27

Table No: 3.13

The satisfaction level of regarding of general services Factors Feedback to employee No % No % No % No % No % Excellence 100 66.7 26 17.3 45 30.0 24 16.0 21 14.0 Good 45 30.0 102 68.0 56 37.3 93 62.0 73 48.7 Fair 5 3.3 22 14.7 49 32.7 27 18.0 53 35.3 Poor 0 0 0 0 0 0 6 4.0 2 1.3 Very Poor 0 0 0 0 0 0 0 0 1 .7 Total 150 100 150 100 150 100 150 100 150 100

Personal touch with customer

Prevention of error

Safety provision in the hospital

Medical record department

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.

28

Exhibit: 3.13.5

The satisfaction level of regarding of general services

140

120

No. of Respondents

100 Very Poor Poor 60 Fair Good Excellence 40

80

20

0 Feedback to Personal touch Prevention of Safety employee with customer error provision in the hospital Medical record department

General Services

29

Table No.3.14

The Recommend this hospital to others

Recommend Yes No Total Source: Primary Data

No. of the respondents 142 8 150

Percentage 94.7 5.3 100.0

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.

30

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

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.

31

Table No: 3.15(a)

ANOVA for patient perception towards hospital facility score and age

Sum of squares DF Mean square Between Groups Within Groups Total 4.955 540.218 545.173 4 145 149 1.239 3.726

Sig

.332 2.434

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.

32

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

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.

33

Table No: 3.16(a)

ANOVA for Patients Perception towards Hospital Facility Score and Age

Sum of squares DF Mean square Between Groups Within Groups Total 4.053 541.121 545.173 3 146 149 1.351 3.706

Sig

.364 2.667

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.

34

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

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.

35

Table No: 3.17(a)

ANOVA for Patients Perception towards Hospital Facility Score and Occupation

Sum of squares DF Mean square Between Groups Within Groups Total 6.446 538.727 545.173 4 145 149 1.612 3.715

Sig

.434 2.434

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.

36

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

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.

37

Table No: 3.18(a)

ANOVA for Patients Perception towards Hospital Facility Score and Annual Income

Sum of squares Between Groups Within Groups Total 2.409 542.764 545.173

D 2 147 149

Mean square 1.205 3.692

Sig

.326 3.058

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.

38

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

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.

39

Table No: 3.19(a)

ANOVA for Satisfaction Level Regarding the Hospital Persons Score and Age

Sum of squares DF Mean square Between Groups Within Groups Total 27.309 1068.031 1095.340 4 145 149 6.827 7.366

Sig

.927 2.434

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.

40

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

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.

41

Table No: 3.20(a)

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

Sum of squares DF Mean square Between Groups Within Groups Total 12.416 1082.924 1095.340 3 146 149 4.139 7.417

Sig

.558 2.667

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.

42

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

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.

43

Table No: 3.21(a)

ANOVA for Satisfaction level regarding the Hospital persons Score and Occupation

Sum of squares DF Mean square Between Groups Within Groups Total 21.419 1073.921 1095.340 4 145 149 5.355 7.406

Sig

.723 2.434

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.

44

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 Up toRs.100000 Annual Income Rs.100001 toRs.200000 Aboves.200000 Total Source: Computed 32.63 32.76 32.06 32.62 S.D 3.02 2.49 2.41 2.71 No 64 68 18 150

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.

45

Table No. 3.22(a)

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

Sum of squares DF Mean square Between Groups Within Groups Total 7.160 1088.180 1095.340 2 147 149 3.580 7.403

Sig

.484 3.058

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.

46

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

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.

47

Table No: 3.23(a)

ANOVA for Opinion about Cost of Treatment Score and Age

Sum of squares DF Mean square Between Groups Within Groups Total 24.694 1567.999 1592.693 4 145 149 6.174 10.814

Sig

.571 2.434

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.

48

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

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.

49

Table No: 3.24(a)

ANOVA for Opinion about Cost of Treatment Score and Educational Qualification

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

Sig

3.188 2.667

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.

50

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

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.

51

Table No: 3.25(a)

ANOVA for Opinion about Cost of Treatment Score and Occupation

Sum of squares DF Mean square Between Groups Within Groups Total 37.067 1555.626 1592.693 4 145 149 9.267 10.728

Sig

.864 2.434

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.

52

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

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)

ANOVA for Opinion about Cost of Treatment Score and Annual Income

Sum of squares DF Mean square Between Groups Within Groups Total 7.305 1585.389 1592.693 2 147 149 3.652 10.785

Sig

.339 3.058

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
54

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

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)

ANOVA for Satisfaction Level of General Services Score and Age

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

Sig

1.330 2.434

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.

56

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

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.

57

Table No: 3.28(a)

ANOVA for Satisfaction Level of General Services Score and Educational Qualification

Sum of squares DF Mean square Between Groups Within Groups Total 9.130 530.664 539.793 3 146 149 3.043 3.635

Sig

.837 2.667

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.

58

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

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.

59

Table No: 3.29(a)

ANOVA for Satisfaction Level of General Services Score and occupation

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

Sig

1.260 2.434

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.

60

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

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.

61

Table No: 3.30(a)

ANOVA for Satisfaction Level of General Services Score and Annual Income

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

Sig

2.690 3.058

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.

62

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 Male Gender Female Total 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. 28.18 28.21 1.84 1.91 78 150 28.25 S.D 2.01 No. 72

Table No: 3.31(a) t-test for Equality of Means T .225 DF 148 SIG 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.
63

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 Married Marital status Unmarried Total 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. 28.35 28.21 2.17 1.91 46 150 28.15 S.D 1.79 No 104

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

64

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 Inpatient Type of patient Outpatient Total 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. 27.86 28.21 1.76 1.91 73 150 28.55 S.D 2.00 No. 77

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

65

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 Rural Area of Residence Urban Total 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. 28.27 28.21 1.74 1.91 71 150 28.16 S.D 2.07 No. 79

Table No: 3.34(a) t-test for Equality of Means T .328 DF 148 SIG 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.
66

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 Male Gender Female Total 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. 32.76 32.62 2.76 2.71 78 150 32.47 S.D 2.67 No. 72

Table No: 3.35(a) t-test for Equality of Means T .640 DF 148 SIG 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.
67

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

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

68

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 Inpatient Type of patient Outpatient Total 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. 32.60 32.62 2.87 2.71 73 150 32.64 S.D 2.57 No. 77

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

69

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 Rural Area of Residence Urban Total 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. 32.63 32.62 2.45 2.71 71 150 32.61 S.D 2.94 No. 79

Table No: 3.38(a) t-test for Equality of Means T .059 DF 148 SIG 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.
70

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 Male Gender Female Total 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. 13.99 14.09 3.18 3.27 78 150 14.21 S.D 3.38 No. 72

Table No: 3.39(a) t-test for Equality of Means T .413 DF 148 SIG 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.
71

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 Married Marital status Unmarried Total Source: Computed 14.13 14.09 3.46 3.27 46 150 14.08 S.D 3.20 No. 104

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 .092 DF 148 SIG 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.
72

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 Inpatient Type of patient Outpatient Total 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. 12.14 14.09 2.98 3.27 73 150 15.95 S.D 2.32 No. 77

Table No: 3.41(a) t-test for Equality of Means T 8.765 DF 148 SIG 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.
73

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

Table No: 3.42(a) t-test for Equality of Means T .131 DF 148 SIG 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.
74

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 Male Gender Female Total 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. 20.18 20.27 1.67 1.90 78 150 20.38 S.D 2.14 No. 72

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

75

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 Married Marital status Unmarried Total 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. 20.41 20.27 1.71 1.90 46 150 20.21 S.D 1.99 No. 104

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

76

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 Type of patient Inpatient Outpatient 20.22 20.33 20.27 S.D 1.95 1.86 1.90 No. 77 73 150

Total 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 .346 DF 148 SIG 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.

77

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 Rural Area of Residence Urban Total 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. 20.34 20.27 1.78 1.90 71 150 20.22 S.D 2.02 No. 79

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

78

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

satisfaction level towards Pearson hospital persons score Correlation opinion about cost of treatment score satisfaction level of general services score Pearson Correlation 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.
79

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 Excellent service Availability of expert doctors Familiarity Moderate payment Location 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. Mean Rank 2.97 2.55 2.92 3.84 2.72

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.

80

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.

81

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.
82

 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).

83

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.

84

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 prechecking 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 Vasan 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.

85

BIBLIOGRAPHY

Books Kothari.C.R. Research Methodology, Methods & Techniques Wishwa Prakashan New Delhi 2nd Edition, page no 76, 77, 282, 283 Fisher. D. Cynthia, Schoenfeldt F.Lyle, Shaw. B. James H.R.manale 2nd Edition, page no .512 to 527 Anju gupta, Operations Research, Excel books, 1st 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 Vasan 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.vasaneye.in

86