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Transcript of Vasan Eye Care Hospital Project
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CHAPTER-I
INTRODUCTION
Healthcare scenario is fast changing all over the world. Hospital is an instituteproviding 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 .
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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 carehospital.
To know the patient respondents on the customer care services provided bythe hospital.
To evaluate the level of satisfaction of the respondents in utilizing the VasanEye care services.
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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 2011March 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 Kendallscoefficient of concordance
1.5 LIMITATIONS OF THE STUDY
As this study is confirmed to the patients of Coimbatore city, this report isapplicable to Coimbatore city alone.
The study is conducted to know the facilities available to both the Inpatient andOutpatient.
Sample size has been restricted to 150 samples due to time constraints.
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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)2In 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)3According to his study improving patient satisfaction in hospital
care settingsan 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.
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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 inCoimbatore.
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)7In 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
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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 hospitalnetwork
is addressed. The importance of ensuring that comprehensive health care is available at
franchised health clinics is emphasized.
Edwards Randy (2011)11In 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 onpatient 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
patientsatisfaction defined by the American HospitalAssociation (AHA) which was used
by Gallup Healthcare to conduct hospitalsurveys onpatientsatisfaction.
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.
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Robbins Shari B.(2011)
14In 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.
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REFRENCES
Mehta (2001)1 The Impact of Employee Involvement on the Effectiveness ofHealthInformation TechnologyIndustrial & Labor Relations Vol. 64, Issue5
PP863-888, P5.
Choubey,R.R (2002)2
A reports on hospital security and maintenance serviceHealth service management research, Vol. 24, Issue 4, PP163-169, P3.
A.K.Sivakumar (2003)3Improving patient satisfaction in hospital care settings,Health service management, Vol.24, Issue4, PP163-169, P7.
Dayans(2004)4 ServiceEthicCompatiblewithProfessionalism,physicianExecutive, Vol.38,Issue 6, PP58-60, P3.
RanazehraMassood (2005)5 Factors to consider in designing a patient satisfactionsurvey Nursing Management, Vol. 18 Issue 7, PP23-27, P5.
Lucy Robert(2006)6 How Patient Reactions to Hospital Care Attributes Affectthe Evaluation of Overall Quality of CareHealth 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)9ST JOHNEye Hospital,American Journal of Public Health,Vol. 99 Issue 1, PP32-33, P2.
JalanRatan(2009)10 Predicting Patient Loyalty and Service QualityRelationship, Applied statistics, Vol. 12, Issue 4, PP45-55, P11.
Edwards Randy (2011)11 In Struggle to Cut Expenses, Hospitals Eye thePharmacy,Hospitals & Health Networks,Vol. 85 Issue 11, PP28-32, P4.
Sanders Bathany (2011)12 Service Quality in Health Care Centers, AnEmpirical Study, Vol. 4 Issue 4, PP1-15, P15.
Fracasso Mark.R (2011)13 Improving access while maintaining quality andsatisfaction, Physician Executive, Vol.37 Issue 6, PP 44-48, P5.
Robbins Shari B.(2011)14Developing service quality in mental health services,International Journal of Health Care Quality Assurance, Vol .17 Issue 2, P7.
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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 medicalcare 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 caresection 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.
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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.
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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 cylinderssuction 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 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
Vasan has a four bedded dialysis unit functioning with
o Centralized a/c.o Special monitors, central suction and medical gas.o ICU backup.
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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
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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
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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
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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 patientsProfessional
ethics
Doctors Professional
Exposures
Peer Group
Improving
professional activityFacilities available at
Hospital
Governmental
Regulations
Medical ethics
Social economic
condition of nation
hood
Hospitals Non-medical staff
Medical administration
organization Para medical staff
Safety provision in
hospital
Medical Staff
Patient
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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.
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Table No. 3.1
Age group of the respondents
Age No. of the respondents Percentage
Up to 20 yrs 17 11.321 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.
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Table No.3.3
Marital Status of the respondents
Marital status No. of the respondents Percentage
Married 104 69.3Unmarried 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.
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Table No.3.5
Occupation of the respondents
Occupation No. of the respondents Percentage
Agriculture 26 17.3Salaried 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.
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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
No.O
fRespondents
Types of patient
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Table No: 3.8
Area of residence of the respondents
Area of the residence No. of the respondents Percentage
Rural 71 47.3Urban 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.
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Exhibit: 3.10.2
The patient perception towards hospital facility
0
20
40
60
80
100
120
140
NoofRespondents
Hospital Facility
Excellence
Good
Fair
Poor
Very Poor
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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 andbeverages 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 itemsold 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.
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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
beveragessupplied to
inpatients
Room rent &
other service
charges
Cost of
medicine
sold by the
medical shopin the
campus
Cost of the
item sold in
the canteen
NoofRespondents
Cost of treatment
Very Low
Low
Reasonable
Very High
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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 medicinesold 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.
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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 shopin the
campus
Cost of the
item sold in
the canteen
Noof
respondents
cost of treatment
Very Low
Low
Reasonable
High
Very High
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Table No: 3.13
The satisfaction level of regarding of general services
Factors Excellence Good Fair Poor
Very
Poor Total
Feedback toemployee
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 oferror
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 recorddepartment
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.
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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
No.
ofRespondent
s
General Services
Very Poor
Poor
Fair
Good
Excellence
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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.
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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.
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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 perceptiontowards 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.
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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
education28.55 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.
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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.
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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.
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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
AnnualIncome
Up to Rs.100000 28.16 1.95 64
Rs.100001 toRs.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.
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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.
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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.
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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.
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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
education33.27 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.
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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.
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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.
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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.
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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 statisticsAnnual income and Level of satisfaction
Satisfaction level regarding the hospital
persons score
Mean S.D No
AnnualIncome
Up toRs.100000 32.63 3.02 64
Rs.100001toRs.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.
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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.
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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.
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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.
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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.
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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.
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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 statisticsOccupation 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.
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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.
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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 statisticsAnnual 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)
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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
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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)
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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.
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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
education20.82 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.
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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.
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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.
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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.
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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.
AnnualIncome
Up to Rs.100000 20.31 1.79 64
Rs.100001 toRs.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.
.
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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.
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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.
GenderMale 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.
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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 islesser 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.
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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 whichis 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.
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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 ResidenceRural 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 varysignificantly 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.
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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.
GenderMale 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.
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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 islesser 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
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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 0.076whichis 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.
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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 varysignificantly 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.
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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.
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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 patientInpatient 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 varysignificantly 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.
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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
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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.
GenderMale 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.
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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 whichis 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.
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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-testfor 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 generalservices has no significant difference between the Inpatient and Outpatient. Hence the
hypothesis is accepted.
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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 islesser 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.
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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.
patientsperception
towards
hospitalscore
satisfaction
level towards
hospitalpersons score
opinion
about cost
of treatmentscore
satisfactionlevel of
general
servicesscore
patients perception
towards hospital score
Pearson
Correlation.311(**) .064 .150
satisfaction level towardshospital persons score
PearsonCorrelation
.062 .295(**)
opinion about cost of
treatment score
Pearson
Correlation-.029
satisfaction level ofgeneral services score PearsonCorrelation
** 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.
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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 t