CHAPTER-I INTRODUCTION

Healthcare scenario is fast changing all over the world. Hospital is an institute providing medical treatment for sick or injured people. With the changing era the concept of hospital is being changed. Hospitals are complex to manage where the highest caliber and best informed management is required an integral part of a social and medical organization which provides the population a complete health care, both curtain and preventive service. The hospital is also a centre for the training of health workers and bio social research. !n the present decade !ndia has emerged as a leader in information technolog" and more great studies in space technolog", and there has been a tremendous progress in the medical field. The improved econom" has enabled the development of new well equipped hospital in man" !ndian cities, which can provide medical services. !ndian doctors and nurses are highl" skilled and possess expertise to carr" out best available medical treatment. #lobalization and privatization have also changed the functioning of the healthcare s"stem. Toda" !ndian health care industr" is business driven and we can see entr" of all sorts of service providers to be a part of this massive multi crore business, growing at the rate of $%& annuall". The privative health network is spreading fast throughout the countr". 'conomical, political, social, environmental and cultural factor influence the health care and the deliver" of the health care services. (lowl" but surel" the health care market is changing from being primaril" a seller)s market to bu"er)s market. !ndia is the hub for qualit" healthcare services and neighboring countries like West *engal, (rilanka and +iddle 'ast ,ountries are flooding to !ndia for medical treatment onl" because of qualit" health care services available in !ndia. !ndia has a good setup of experienced and qualified medical professionals. 'ver" aspects of treatment in !ndia is as good as in the developed countries, and !ndia has the potential in several other aspects such as qualit" man power clinical and medical training access to latest technolog" nature pharmaceutical industr" .

1.1 STATEMENT OF THE PROBLEM ,oimbatore is a highl" industrialized area within a fifteen kms radius of the cit" there are about five specialized e"e care hospitals man" smaller e"e clinics and private practitioners in addition to a large number of multi specialt" hospitals which can also provide e"e care service under such highl" 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 "ears to come. The patients are faced with man" problems like difficult diagnosis, high cost of treatment unnecessar" medical practices. !n this context it is appropriate to identif" 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 ,onsumer needs can be fulfilled based on their requirements and interest. !n health care industr" ever" hospital has to satisf" the needs and their requirements. The present scenario is that the consumers are giving more importance for recover" than comfortable facilities from the highl" sophisticated hospitals. !n this juncture an attempt was made to stud" the role of -asan '"e 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 identif" the factors influencing the patients in opting the -asan '"e care
hospital.

To know the patient respondents on the customer care services provided b"
the hospital.

To evaluate the level of satisfaction of the respondents in utilizing the -asan

'"e care services.

1.4 RESEARCH METHODOLOGY Area ! "#e $"%&' The area of the stud" is ,oimbatore district. Per( & ! $"%&' The surve" to the patient satisfaction towards service qualit" in hospitals lasted for a period of four months ./ecember 01$$ 2 +arch 01$03 Sa)*+(,- $(.e The size of the samples selected for the stud" is $41 consumers of ,oimbatore cit". S %r/e$ ! &a"a The natures of the stud" involve both primar" and secondar" data. The primar" data were collected from the patients b" using questionnaire. The secondar" data were collected from various journals, magazines and books. T +$ a,& "e/#,(0%e$ (imple percentage anal"sis 567-5 t test ,orrelation 8endall)s coefficient of concordance The following statistical tools used

1.1 LIMITATIONS OF THE STUDY 5s this stud" is confirmed to the patients of ,oimbatore cit", this report is applicable to ,oimbatore cit" alone. The stud" is conducted to know the facilities available to both the !npatient and 7utpatient. (ample size has been restricted to $41 samples due to time constraints.

1.2 REVIE3 OF LITERATURE

Me#"a 4255161 !n his stud" impact of emplo"ee involvement on the effectiveness of Health !nformation Technolog". 9oints out that training effectiveness s department on towards considerations .:irstl" trainers are full" responsible for training. !f the emplo"ees do not show the result, the trainer should be held accountable for it. (econdl" training effectiveness depends on the kind of atmosphere. C# %7e'8 R.R 4255232 !n his stud" reports on hospital securit" and maintenance service Hospital is an organization which provides relief and care for sickness and disease. 5dequate protection of hospital assets and personnel in addition to the patients and attendants is a ver" important issue. (afel" and securit" services are mandator" in a hospital as it is important public place delivering health care to the communit". A.9.S(:a;%)ar 4255363 5ccording to his stud" improving patient satisfaction in hospital care settings an important factor in assessing patient satisfaction communit" '"e health discuss that the preparation of patient satisfaction questionnaire is based on textbooks one)s own perception ; similar forms used at other hospitals. This process often reflects the providers) perception of factors influencing satisfaction perpetuating their shortcomings and not adequatel" dealing with necessar" cultural social variations. Da'a, 4255434 !n his stud" service ethic compatible with professionalism there is growing interest to measure patient satisfaction and collect the views of patients about the services the" use. (atisfaction is essential if we have to get people utilize services, compl" with treatments and improve health outcomes. This paper reports the experience of -asan '"e 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 qualit" assessment. !t 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.
4

Ra,a.e#raMa$$

& 4255131 !n his stud" to consider in designing a patient

satisfaction surve" customer satisfaction and service qualit" are often treated together as functions customer perceptions an expectations. <esearch has shown that high service qualit" contributes significantl" to customer satisfaction and customer delight. This stud" empiricall" explores the relationship between hospital qualit" management service qualit" performances for a sample of patients of e"e care patient)s perceptions expectation of e"e care services qualit" in -asan '"e hospitals in ,oimbatore. L%/' R 7er" 425526 2 !n her stud" about the need for holistic integration of a number of e"e care services which include medical, rehabilitation, educational ; social services and also on creating awareness among the people about the variable service available. *eginning line of communication gives the patient a better experience of e"e care service. Ra;e$ 425523< !n his stud" initiative to change ward culture results in better patient care examine various welfare measures given to laborers. 5ccording to him, it is the voluntar" effort of the emplo"er to establish with existing s"stem, working living, and cultural conditions of the industr" and conditions of the market. The author divides welfare amenities mainl" into economic recreation and facilitates service. The basic aim of labour service in an industr" is to improve the living and working conditions of worker and their families. Br =,4255<6> !n his stud" the patients in the qualit" of health care editoriall" highlighted that the patient is becoming an ever more silent partner in the health care s"stem, as their views of qualit" have largel" been sidelined b" the number of attempts to exclusivel" determine patient satisfaction with health care. B+%)8 Na:a4255?6? 5ccording to his stud" offers information on the '"e Hospital in West *engal !t is said to be the onl" public hospital in the region specializing in ophthalmolog". !t is stated to place a high priorit" on training local doctors and nurses. 9atients are predominantl" 9alestinians. The hospital operates a number of satellite
5

clinics in areas where public services are not easil" available. !t works to eliminate the main causes of preventable blindness. Ja+a,Ra"a, 4255?615 5ccording to his stud" the development of healthcare deliver" practices in !ndia. The work of companies including 5pollo Hospitals #roup in developing health services in cities across !ndia is described. 5pollo=s efforts to secure certification from the >oint ,ommission on 5ccreditation of Healthcare 7rganizations are described. The replication of 5pollo 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. E&=ar&$ Ra,&' 42511611 !n his stud" reports on an increase which has been seen in the number of ?.(. hospitals that are initiating cost saving measures within their pharmacies in 01$$ as a result of pending decreases in +edicare, +edicaid and private pa"er reimbursements and in an effort to help their operating budgets. The role that changes in regulations and accreditation standards in the ?.(. have pla"ed in hospitals. Sa,&er$ Be"#a,' 42511612 !n his stud" focuses on the effect of the billing process in hospitals on patient satisfaction. !t cites the ,onsumer !mpact (tud" conducted b" ,onnance of Waltham in +assachusetts which shows that @A& of uninsured patients believed that the amount the" owe to the hospital is incorrect. !t presents six areas of patient satisfaction defined b" the 5merican Hospital 5ssociation .5H53 which was used b" #allup Healthcare to conduct hospital surve"s on patient satisfaction. Fra/a$$ Mar; R. 42511613 !n his stud" how the +ar"=s ,enter for +aternal and ,hild ,are !nc. faced the challenge of increasing productivit" while maintaining s"stem qualit" and patient and clinician satisfaction. The authors mention the 9lan /o (tud" 5ct .9/(53 qualit" technique used b" +ar"=s ,enter in simplif"ing patient schedule, reducing no show rate, and increasing productivit". The" state that the strateg" of +ar")s ,enter has helped them continue to deliver health care, education, and social service.

R 77(,$ S#ar( B. 42511614 !n his stud" the use of foundational strategies for hospitals to eliminate obstacles to efficient and cost effective patient throughput. !t mentions that 9ortion ,ontrol 5ctivities .9,73 would help improve discharge care coordination. The methods can have an impact on successful deliver" of health care that can help in saving time and mone" for rework and other inefficiencies of the hospital so as to improve the health care s"stem in hospitals. Her,a,&e. Ja)e$ S.11 425126 !n his stud" focuses on a stud" from Wake :orest ?niversit" of +edicine which sought to find the qualities that affected patient@$ satisfaction with primar" care. The author states that the stud" concludes that patients desire empath", value the doctor patient relationship, and crave communication with their ph"sician. He notes that the relaxation of social mores has an impact in ph"sician=s interactions within health care. REFRENCES

+ehta .011$3$ BThe !mpact of 'mplo"ee !nvolvement on the 'ffectiveness of HealthC !nformation Technolog"C !ndustrial ; Dabor <elations -ol. AE, !ssue4 99FA% FFF, 94.

,hoube",<.< .011030 B5 reports on hospital securit" and maintenance serviceC Health service management research, -ol. 0E, !ssue E, 99$A% $AG, 9%.

5.8.(ivakumar .011%3% C!mproving patient satisfaction in hospital care settingsC ,Health service management, -ol.0E, !ssueE, 99$A% $AG, 9@.

/a"an)s .011E3E B(ervice 'thic ,ompatible with 9rofessionalismC, ph"sician 'xecutive, -ol.%F, !ssue A, 994F A1, 9%.

<anazehra +assood .011434 C:actors to consider in designing a patient satisfaction surve"C 6ursing +anagement, -ol. $F !ssue @, 990% 0@, 94.

Duc" <obert .011A3A BHow 9atient <eactions to Hospital ,are 5ttributes 5ffect the 'valuation of 7verall Hualit" of ,areC Health care management, -ol.44, !ssue$, 9904 %@.

<akes .011A3@ B!nitiative to change ward culture results in better patient careC, Health care management, -ol. $F !ssue E, 99%0 %4, 9E.

*rown, , .011@3F BWhere are the patients in the qualit" of health careIC !nternational >ournal for Hualit" in Health ,are, -ol .$G !ssue %,9%.

*lum 6ava .011G3G B(T >7H6 '"e HospitalC, 5merican >ournal of 9ublic Health, -ol. GG !ssue $, 99%0 %%, 90.

>alan<atan

.011G3$1 B9redicting

9atient

Do"alt"

and

(ervice

Hualit"

<elationshipC, 5pplied statistics, -ol. $0, !ssue E, 99E4 44, 9$$.

'dwards <and" .01$$3$$ B!n (truggle to ,ut 'xpensesC8 Hospitals '"e the 9harmac",C Hospitals ; Health 6etworks, -ol. F4 !ssue $$, 990F %0, 9E.

(anders *athan" .01$$3$0 B(ervice Hualit" in Health ,are ,entersC, 5n 'mpirical (tud", -ol. E !ssue E, 99$ $4, 9$4.

:racasso +ark.<

.01$$3$% C!mproving access while maintaining qualit" and

satisfactionC, 9h"sician 'xecutive, -ol.%@ !ssue A, 99 EE EF, 94.

<obbins (hari *. .01$$3$E B/eveloping service qualit" in mental health servicesC, !nternational >ournal of Health ,are Hualit" 5ssurance, -ol .$@ !ssue 0, 9@.

Hernandez >ames .01$$3$4 BHospital billing processes affect patients satisfactionC, 5mericans health care financial managers, -ol 0@ !ssue 0, pp$ $$.

1.< CHAPTER SCHEME The researcher presents the stud" according to the following chaptersJ C#a*"er I !t deals with the introduction, statement of the problem, review of literature, scope and objectives of the stud", methodolog" and limitations. C#a*"er II !t deals with the patient satisfaction, profile of Hospital, Hospital s"stem and functions. C#a*"er III !t deals with the anal"sis and interpretation of the stud".

C#a*"er IV

!t deals with the findings, suggestions and conclusions of the stud".

CHAPTER-II PROFILE OF THE STUDY

2.1 PATIENTS SATISFACTION 9atient satisfaction is an outcome that results in the end of the medical care process in a hospital. !t consists of several aspects such as technical, convenience and cost aspects .5 hospital provides number of services to a patient. !t is difficult to maintain qualit" in each service for ever" time. (atisfaction is a state felt b" the patient who has experienced a service that has fulfilled our expectations. !f the medical care is not fulfilled to the expectation then the patient is dissatisfied. The expected level of medical care differed for each patient. 'ach patient is unique in nature in his or her expectations .or3 priorities differ from one another. 5 same service can create satisfaction to a patient and dissatisfaction for another patient. 2.2 PROFILE OF THE HOSPITAL

-asan group started its first '"e ,are Hospital in Trich" in the "ear 0110. -asan '"e ,are hospital was inaugurated in ,oimbatore in the "ear 011G DR. A. M. Ar%,8 C#a(r)a, A Ma,a-(,- D(re/" r. !t has established a vast network in southern part of !ndian states like 5ndhra 9radesh, 8erala, 8arnataka, 9ondicherr" and Tamil 6adu. The" provided separate divisions for each specialit" with well equipped operation theatres. The" have also made fine arrangements for the children)s e"e care section separatel" -asan group has shown noticeable achievements in the health care services that the" can)t afford to compromise at the qualit" and services being given to their patients. The skilled and world class personnel have been hired b" our group to give the best treatment for our patient.
10

Towards its vision to bring qualit" e"e care within the reach of ever" !ndian, the network has been expanding rapidl". We aim to have $04 hospitals in all b" the end of 01$$. The -asan '"e ,are network currentl" has A11 ophthalmologists and over @411 care team to provide individual attention and care to our entire patient. MISSION Hospital mission is to provide, maintain and develop qualit" services and create a health societ". !ts vision is to bring health awareness in societ" and provide services to all an affordable cost. VISION :ollow stringent ethical practices. 9rovide value for mone". 9ractice transparenc" in all our services. 9rioritize qualit" without compromise. ?pload 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 Pa"(e," r )$ -asan e"e care hospital has patient rooms ranging from -!9 suite to econom" ward so as to cater all groups of societ". 'ach room has centralized ox"gen and suction with 0E hrs emergenc" nurses call s"stems.

11

E)er-e,/' r ) -asan has 41 bedded emergenc" units with the following unique facilities. 'mergenc" medical officers round the clock. ,an take up an" medical, surgical emergencies and multimass trauma cases. +odern ambulance fitted with ventilator monitors, ox"gen c"linders suction device strained paramedical team, all needed for emergenc" care. O*era"( , T#ea"re$ -asan e"e care hospital has $4 main operating theatres. 'ach theater is designed according to the !nternational standards and facilitated with ,entralized aKc. (tainless steel roofing with imported joint less flooring. 9endants with medical gas outlet, electrical, audio and video outputs. Dive surger" transmission facilit". Daminar aKc 5irflow with Hepa filters to reduce infections.

I,"e,$(:e Care U,("$ -asan has well equipped general !,? and Trauma !,? Their !,?)s are facilitated with D(a+'$($ -asan has a four bedded dial"sis unit functioning with o ,entralized aKc. o (pecial monitors, central suction and medical gas.
12

/ial"sis back up. 0E hrs services b" doctors and trained nurse. <elatives viewing facilit". ,ounseling area. (eparate waiting hall for the relatives. Hi tech monitoring equipment with adult and infant ventilators.

o !,? backup.

B+ & Ba,; o 0E hrs service. o Hi tech instruments. o Hualified professionals. o +ultiple tests to ensure pure blood. P#ar)a/' -asan has 0E hr pharmac", which caters to the entire need of our patients. o +anaged b" qualified pharmacists. o 5ll t"pe of medicines, disposable items, surgical items like !7D, mesh and orthopedic implants are available. ADMINISTRATIVE DEPARTMENTS N%r$(,-asan has onl" *.(c., or /ip qualified and experienced nurses to look after the patients and the nurses are allocated on a standard basis to offer the best qualit" care. 6urses are further trained to operate the modern equipments both practicall" and theoreticall". D(e"ar' De*ar")e," 9atient (ervice Timel" service to all in patients /iet according to individual patient needs

9atient ,ounseling !n patient counseling on discharge 7ut patient counseling 9rovision for printed /iet charts 9ediatric nutrition clinic

E+e/"r(/a+ De*ar")e,"
13

0 DT lines ?ps for emergenc" equipments with a standb" unit (tand b" 041 kva generator

Ma(,"e,a,/e De*ar")e," 'levators -5+ .-apor 5bsorption aKc +achine3 centralized aKc. *oiler Daundr"

Ca,"ee, Fa/(+("(e$ <oof view canteen Hot beverage <oom services including patient diet and attendee)s diet :rom snacks to meals, cold and hot beverages Se/%r("' De*ar")e," ,ontrols the crowd and maintains the visiting hours !ssues the visitor gate pass ,ontrols the movement of materials in and out of the hospital P%r/#a$e De*ar")e," 9rocures the entire materials for the hospital ,onducts vendor anal"sis and performs the comparative quotes for best purchase !nvolves in sending an" equipment and instrument for servicing S" re$ De*ar")e," ,omputerized inventor" control +anaged b" qualified and experienced professionals ,entralized storesKpurchase management Me&(/a+ Re/ r& De*ar")e," Has more than, $, 11, 11, 111 files in store
14

 (cientific method of patient record arrangement ,omputerized search !,? standard classification

15

B( -Me&(a+ &e*ar")e," Well experienced professionals 0E hrs service facilit" 'quipped with emergenc" backup equipments Well equipped service centre Fr ," !!(/e ,omputerized 'nquir" counter +edical record s"stem 9atient information counter 7ut patient registration and 5dmission counter I,! r)a"( , Te/#, + -' Well designed hospital software s"stem :ull" integrated and networked (imons imported 'pbax telephone s"stem 9ublic s"stem +usic s"stem ,able T 6urse call K care s"stem 5udioKvideo communication s"stem O"#er $er:(/e$ ! Va$a, H $*("a+ areB Va$a, #ea+"# /#e/; %* *r -ra) )eC$ -asan has numerous health packages designed to the needs of our customer both on an individual basis and for corporate setups. 'xecutive master health check +aster health check Total diabetic check :ull heart check Health" kid check
16

 Well women check

2.3HOSPITAL SYSTEM AND FUNCTION The following pictures clearl" represent the s"stems and functions that are in practice in the hospital. SYSTEM FOR DOCTORS (tructure of 7rganization 9rofessional ethics #overnmental <egulations 9eer #roup :acilities available at Hospital !mproving professional activit" /octors (ocial economic condition of patients

9rofessional 'xposures

SYSTEM FOR HOSPITAL

+edical ethics (ocial economic condition of nation hood +edical (taff

(afet" provision in hospital +edical administration organization

Hospitals

6on medical staff

9ara medical staff

17

9atient CHAPTER-III ANALYSIS AND INTERPRETATION

This chapter deals with the anal"sis and interpretation of the stud" on the topic B5 stud" on 9atient (atisfaction towards (ervices provided b" -asan '"e ,are Hospital with (pecial reference to ,oimbatore cit"C is presented based on a sample of $41 respondents. The collected data are classified and tabulated. The data are anal"zed using the following statistical toolsJ

(imple percentage anal"sis 567-5 t test ,orrelation 8endall)s co efficient of concordance

SIMPLE PERCENTAGE ANALYSIS (imple 9ercentage 5nal"sis is carried out for all the questions, given in the questionnaire. These anal"ses describe the classification of the respondents falling under each categor". The percentage anal"sis is used mainl" for standardization and comparison. /iagrams and charts depicted are in support of the anal"sis.

18

SIMPLE PERCENTAGE ANALYSIS Ta7+e N . 3.1 A-e -r %* ! "#e re$* ,&e,"$ A-e ?p to 01 "rs 0$ to %1 "rs %$ to E1 "rs E$ to 41 "rs 5bove4$"rs Total S %r/eB Pr()ar' Da"a :rom the above table it is clear that out of $41 respondents who were taken for the stud", $$.%&of respondents are in the categor" of up to 01 "ears 04.%&of the respondents are in the categor" of 0$ %1 "ears, 0G.%&of respondents are in the categor" of %$ E1 "ears, $A.1& of the respondents are in the categor" of E$ 41"ears and $F.1 of the respondents are in the categor" of 5bove 4$"ears. MaD r("' ! "#e re$* ,&e,"$ are /a"e- r' ! 31-45 'ear$. Ta7+eN .3.2 Ge,&er ! "#e re$* ,&e,"$ Ge,&er +ale :emale Total S %r/eB Pr()ar' Da"a N ! "#e re$* ,&e,"$ @0 @F $41 Per/e,"a-e EF.1 40.1 $11 N . ! "#e re$* ,&e,"$ $@ %F EE 0E 0@ $41 Per/e,"a-e $$.% 04.% 0G.% $A.1 $F.1 $11

19

:rom the above table it shows that out of $41 respondents who were taken for the stud", 40.1& of the respondents are female and EF.1&of the respondents are male. MaD r("' ! "#e re$* ,&e,"$ are !e)a+e. Ta7+e N .3.3 Mar("a+ S"a"%$ ! "#e re$* ,&e,"$ Mar("a+ $"a"%$ +arried ?nmarried Total S %r/eB Pr()ar' Da"a :rom the above table it shows that out of $41 respondents who were taken for the stud", AG.%& of the respondents are +arried people and %1.@& of the respondents are ?nmarried. MaD r("' ! "#e re$* ,&e,"$ are )arr(e&. Ta7+e N .3.4 E&%/a"( ,a+ E%a+(!(/a"( , ! "#e re$* ,&e,"$ E&%/a"( ,a+ E%a+(!(/a"( , (chool Devel ?nder #raduate 9ost #raduate 6o :ormal 'ducation Total S %r/eB Pr()ar' Da"a :rom the above table it shows that out of $41 respondents who were taken for the stud", $A.@& of the respondents are education up to (chool level 0E.@& of the N . ! "#e re$* ,&e,"$ 04 %@ AA 00 $41 Per/e,"a-e $A.@ 0E.@ EE.1 $E.@ $11 N . ! "#e re$* ,&e,"$ $1E EA $41 Per/e,"a-e AG.% %1.@ $11

20

respondents are ?ndergraduates, EE.1& of the respondents are 9ostgraduates, $E.@ & of the respondents has 6o :ormal 'ducation. MaD r("' ! "#e re$* ,&e,"$ are P $"-ra&%a"e$. Ta7+e N .3.1 O//%*a"( , ! "#e re$* ,&e,"$ O//%*a"( , 5griculture (alaried *usiness 9rofessional 7thers Total S %r/eB Pr()ar' Da"a :rom the above table it shows that out of $41 respondents who were taken for the stud", $@.%& of the respondents are 5griculture, 01.@& of the respondents are salaried, %1.@& of the respondents are *usiness people,$F.1& of the respondents are 9rofessional, $%.%& of the respondents belongs to 7thers categor" such as House wife, #overnment emplo"ee etc. MaD r("' ! "#e re$* ,&e,"$ are B%$(,e$$ Pe *+e. Ta7+e N .3.2 A,,%a+ I,/ )e ! "#e re$* ,&e,"$ A,,%a+ I,/ )e ?p to <s.$11111 <s.$1111$ to <s.011111 5bove<s.011111 Total S %r/eB Pr()ar' Da"a
21

N . ! "#e re$* ,&e,"$ 0A %$ EA 0@ 01 $41

Per/e,"a-e $@.% 01.@ %1.@ $F.1 $%.% $11

N . ! "#e re$* ,&e,"$ AE AF $F $41

Per/e,"a-e E0.@ E4.% $0.1 $11

:rom the above table it shows that out of $41 respondents who were taken for the stud", E0.@& of the respondents are earning 5nnual income of ?p to <s.$11111, E4.%& of the respondents are earning 5nnual income of <s.$1111$ to <s.011111, and $0.1& of the respondents are 5nnual income of 5bove <s.011111. MaD r("' ! "#e re$* ,&e,"$ are A,,%a+ (,/ )e ! R$.155551 " R$.255555. Ta7+e N B 3.< T'*e ! Pa"(e," ! "#e re$* ,&e,"$ T'*e ! Pa"(e," !npatient 7utpatient Total S %r/eB Pr()ar' Da"a :rom the above table it shows that out of $41 respondents who were taken for the stud", 4$.%& of the respondents are !npatient and EF.@&of the respondents are 7utpatient. MaD r("' ! "#e re$* ,&e,"$ are I,*a"(e,". EF#(7("B 3.<.1 N . ! "#e re$* ,&e,"$ @@ @% $41 Per/e,"a-e 4$.% EF.@ $11

22

T'*e ! *a"(e," ! "#e re$* ,&e,"$

23

Ta7+e N B 3.> Area ! re$(&e,/e ! "#e re$* ,&e,"$ Area ! "#e re$(&e,/e N . ! "#e re$* ,&e,"$ <ural ?rban Total S %r/eB Pr()ar' Da"a :rom the above table it shows that out of $41 respondents who were taken for the stud", E@.%& of the respondents live in rural area, 40.@& of the respondents live in urban area. MaD r("' ! "#e re$* ,&e,"$ are %r7a, area. Ta7+e N B 3.? Ta7+e $# =(,- Fa/" r$ (,!+%e,/e& " $e+e/" "#e # $*("a+ Fa/" r$ 5dvertisement <eference b" doctors :riends ; <elatives Hualit" of treatment <eputation of hospital Total S %r/eB Pr()ar' Da"a :rom the above table it shows that out of $41 respondents who were taken for the stud", $1.@& of the respondents have collected information through advertisement, %1.1& of the respondents have collected information through <eference b" doctors, $A.@& of the respondents have collected information through friends and relatives, $G.%& & of the respondents have collected information through Hualit" of treatment and 0%.%& of the respondents have collected information through reputation of hospital. MaD r("' ! "#e re$* ,&e,"$ are Re!ere,/e 7' & /" r$.
24

Per/e,"a-e E@.% 40.@ $11

@$ @G $41

N . ! "#e re$* ,&e,"$ $A E4 04 0G %4 $41

Per/e,"a-e $1.@ %1.1 $A.@ $G.% 0%.% $11

Ta7+e N B 3.15 Pa"(e," *er/e*"( , " =ar&$ # $*("a+ !a/(+("' Fa/" r$ 6o !nfrastructure (pace and (eating in the Dobb" 9harmac" 5mbulance (ervice 9arking :acilit" & 6o & 6o & 6o & 6o & 6o ,atering :acilit" Toilet :acilit" & 6o & S %r/eB Pr()ar' Da"a :rom the above table it shows that AA.1& of the respondents sa" that the infrastructure facilities provided b" the hospital is excellence,@F.@& of the respondents sa" that the space and seating in the lobb" facilities provided b" the hospital is good,EF.1& of the respondents sa" that the 9harmac" facilities provided b" the hospital is good, A1& of the respondents sa" that 5mbulance facilities provided b" the hospital is good,EF.@& of the respondents sa" that the 9arking facilities provided b" the hospital is good,4@.%& of the respondents sa" that the ,atering facilities provided b" the hospital is good, A1& of the respondents sa" that the Toilet facilities provided b" the hospital is good. EF/e++e,/e GG AA.1 01 $%.% 0@ $F.1 %0 0$.% %A 0E.1 0A $@.% $4 $1.1 G & EG %0.@ $$F @F.@ @0 EF.1 G1 A1.1 @% EF.@ FA 4@.% G1 A1.1 Fa(r 0 $.% $0 F.1 4$ %E.1 0@ $F.1 %F 04.% %@ 0E.@ EE 0G.% P r 1 1 1 1 1 1 $ .@ % 0.1 $ .@ $ .@ Ver' P r 1 1 1 1 1 1 1 1 1 1 1 1 1 1 T "a+ $41 $11 $41 $11 $41 $11 $41 $11 $41 $11 $41 $41 $41 $11

25

EF#(7("B 3.15.2 T#e *a"(e," *er/e*"( , " =ar&$ # $*("a+ !a/(+("'

26

Ta7+e N B 3.11 T#e *(,( , a7 %" "#e / $" ! "rea")e," 4(,*a"(e,"6 Fa/" r$ 6o ,onsultation :ees & !nvestigation charges like L ra" K (can K ?ltrasound K Dab charges etc., 5mount charged for food and beverages supplied to inpatients <oom rent ; other service charges ,ost of medicine sold b" the medical shop in the campus ,ost of the item sold in the canteen 6o & 6o & 6o & 6o & 6o & .@ $1 A.@ E 4 $ $.04 E 0.@ 1 1 F.@ 0F $F.@ G $$.04 % %.@4 0G $G.% $% F.@ AE.@ @@ 4$.% %F E@.4 E% 4%.@4 @1 EA.@ @$ E@.% 0%.% %0 0$.% 04 %$.04 0@ %%.@4 E1 0A.@ %F 04.% 0.@ % 0.1 E 4 A @.4 @ E.@ 0F $F.@ $11 $41 $11 F1 $11 F1 $11 $41 $11 $41 $11 Ver' H(-# $ H(-# $% Rea$ ,a7+e G@ L = %4 Ver' L = E T "a+ $41

S %r/eB Pr()ar' Da"a :rom the table it shows that AE.@& of the respondents sa" that the consultation fees charged b" the hospital is reasonable, 4$.%& of the respondents sa" that the !nvestigation charged b" the hospital is reasonable, E@.4& of the respondents sa" that the 5mount charged for food facilities in the hospital is reasonable, 4%.@4 of the respondents sa" that the <oom rent charges and other services charges b" the hospital is reasonable, EA.@& of the respondents sa" that the +edicine charged b" the medical shop in a hospital is reasonable, E@.%& of the respondents sa" that the cost of the item sold in the canteen in a hospital is reasonable.
27

EF#(7("B 3.11.3 T#e *(,( , a7 %" "#e / $" ! "rea")e," 4I,*a"(e,"6

28

Ta7+e N B 3.12 T#e *(,( , a7 %" "#e / $" ! "rea")e," 4 %"*a"(e,"6 Fa/" r$ 6o ,onsultation :ees & !nvestigation charges like L ra" K (can K ?ltrasound K Dab charges etc., ,ost of medicine sold b" the medical shop in the campus ,ost of the item sold in the canteen 6o & 6o & 6o & .@ $1 A.@ E 0.@ 1 1 F.@ 0F $F.@ 0G $G.% $% F.@ AE.@ @@ 4$.% @1 EA.@ @$ E@.% 0%.% %0 0$.% E1 0A.@ %F 04.% 0.@ % 0.1 @ E.@ 0F $F.@ $11 $41 $11 $41 $11 $41 $11 Ver' H(-# $ H(-# $% Rea$ ,a7+e G@ L = %4 Ver' L = E T "a+ $41

S %r/eB Pr()ar' Da"a :rom the above table it shows that AE.@& of the respondents sa"s that the consultation fees charged b" the hospital is reasonable, 4$.%& of the respondents sa"s that the !nvestigation charged b" the hospital is reasonable, EA.@& of the respondents sa"s that the +edicine charged b" the medical shop in a hospital is reasonable, E@.%& of the respondents sa"s that the cost of the item sold in the canteen in a hospital is reasonable.

29

EF#(7("B 3.12.4 T#e *(,( , a7 %" "#e / $" ! "rea")e," 4O%"*a"(e,"6

30

Ta7+e N B 3.13 T#e $a"($!a/"( , +e:e+ ! re-ar&(,- ! -e,era+ $er:(/e$ Fa/" r$ :eedback to emplo"ee 6o & 6o & 6o & 6o & 6o & EF/e++e,/e $11 AA.@ 0A $@.% E4 %1.1 0E $A.1 0$ $E.1 G & E4 %1.1 $10 AF.1 4A %@.% G% A0.1 @% EF.@ Fa(r 4 %.% 00 $E.@ EG %0.@ 0@ $F.1 4% %4.% P r 1 1 1 1 1 1 A E.1 0 $.% Ver' P r 1 1 1 1 1 1 1 1 $ .@ T "a+ $41 $11 $41 $11 $41 $11 $41 $11 $41 $11

9ersonal touch with customer

9revention of error

(afet" provision in the hospital

+edical record department

S %r/eB Pr()ar' Da"a :rom the above table it shows that %1& of the respondents sa"s that services of emplo"ees in the hospital is excellence, AF& of the respondents sa"s that personal touch with patients in the hospital is good, %@.%& of the respondents sa"s that prevention of error in the hospital is good, A0.1& of the respondents sa"s that safet" provision in the hospital is good, EF.@& of the respondents sa"s that medical record department in the hospital is good.

31

EF#(7("B 3.13.1 T#e $a"($!a/"( , +e:e+ ! re-ar&(,- ! -e,era+ $er:(/e$

Ta7+e N .3.14
32

T#e Re/ ))e,& "#($ # $*("a+ " Re/ ))e,& Mes 6o Total S %r/eB Pr()ar' Da"a N . ! "#e re$* ,&e,"$ $E0 F $41

"#er$ Per/e,"a-e GE.@ 4.% $11

:rom the above table it shows that out of $41 respondents who were taken for the stud", GE.@& of the respondents will recommend the hospital to others and 4.%& of the respondents will not recommend the hospital to others. MaD r("' ! "#e re$* ,&e,"$ re/ ))e,& "#e # $*("a+ " "#er$.

ANOVA
33

567-5 technique is used when multiple sample cases are involved. 567-5 is to test for difference among the means of the populations b" examining the amount of variation within each of these samples, relatives to the amount of variation between the samples. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, A-e a,& Pa"(e," *er/e*"( , " =ar&$ # $*("a+ Fa/(+("' H'* "#e$($B The patient perception towards hospital facilit" has no significant Ta7+e N B 3.11 Gr %* $"a"($"(/$- A-e a,& Pa"(e," *er/e*"( ,

difference between the age groupsC

Pa"(e,"$ Per/e*"( , T =ar&$ H $*("a+ Fa/(+("' S/ re Mea, ?p to 01 "rs 0$ to %1 "rs 5ge %$ to E1 "rs E$ to 41 "rs 4$ "rs ; 5bove Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents belong to the age group of up to 01 "ears have a higher mean of 0F.4G with patient perception towards hospital facilit". 0F.4G 0F.1% 0F.%E 0F.1F 0F.$4 0F.0$ S.D 0.1G $.G0 0.1% $.@E $.F$ $.G$ N $@ %F EE 0E 0@ $41

Ta7+e N B 3.114a6
34

ANOVA ! r *a"(e," *er/e*"( , " =ar&$ # $*("a+ !a/(+("' $/ re a,& a-e

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total E.G44 4E1.0$F 4E4.$@% E $E 4 $E G $.0%G %.@0A

S(-

. 0.E%E %%0

7ne wa" 567-5 was applied to find whether the mean patients perception towards hospital facilit" score var" significantl" among age groups. The 567-5 result shows that the calculated : ratio value is 1.%%0 which is less than the table value of 0.E%E at 4& level of significance. (ince the table value is higher than the calculated value it is inferred that the patients perception towards hospital facilit" has no significant difference between the age groups. Hence the h"pothesis is accepted.

35

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, E&%/a"( ,a+ 0%a+(!(/a"( , a,& *a"(e," *er/e*"( , " =ar&$ # $*("a+ Fa/(+("' H'* "#e$($B The patient perception towards hospital facilit" has no significant

difference between the education qualification groupsC Ta7+e N B 3.12 Gr %* $"a"($"(/$ - E&%/a"( ,a+ 0%a+(!(/a"( , a,& Pa"(e," *er/e*"( ,

Pa"(e,"$ *er/e*"( , " =ar&$ # $*("a+ Fa/(+("' $/ re Mea, (chool level 'ducational Hualification ?# 9# 6o formal education Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents have 6o formal education has a higher mean of 0F.44 with patient perception towards hospital facilit". 0@.GA 0F.$G 0F.0$ 0F.44 0F.0$ S.D 0.$$ $.F@ $.GF $.A1 $.G$ N 04 %@ AA 00 $41

36

Ta7+e N B 3.124a6 ANOVA ! r Pa"(e,"$ Per/e*"( , " =ar&$ H $*("a+ Fa/(+("' S/ re a,& A-e

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total E.14% 4E$.$0$ 4E4.$@% % $E A $E G $.%4$ %.@1A

S(-

. 0.AA@ %AE

7ne wa" 567-5 was applied to find whether the mean patients perception towards hospital facilit" score varies significantl" among education qualification groups. The 567-5 result shows that the calculated : ratio value is 1.%AE which is less than the table value of 0.AA@ at 4& level of significance. (ince the table value is higher than the calculated value it is inferred that the patients perception towards hospital facilit" has no significant difference between the educations qualification groups. Hence the h"pothesis is accepted.

37

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, O//%*a"( ,$ ! *a"(e," *er/e*"( , " =ar&$ # $*("a+ Fa/(+("' H'* "#e$($B The patient perception towards hospital facilit" has no significant

difference between the occupation groupsC Ta7+e N B 3.1< Gr %* $"a"($"(/$ - O//%*a"( , a,& Pa"(e," *er/e*"( ,

Pa"(e,"$ *er/e*"( , " =ar&$ # $*("a+ !a/(+("' $/ re Mea, 5griculture (alaried 7ccupation *usiness 9rofessional 7thers Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents belong to the 7ccupation of business persons have a higher mean of 0F.%G with patient perception towards hospital facilit". 0F.%4 0@.F@ 0F.%G 0F.1@ 0F.%4 0F.0$ S.D $.G1 $.GE $.G1 0.1G $.@A $.G$ N 0A %$ EA 0@ 01 $41

38

Ta7+e N B 3.1<4a6 ANOVA ! r Pa"(e,"$ Per/e*"( , " =ar&$ H $*("a+ Fa/(+("' S/ re a,& O//%*a"( ,

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total A.EEA 4%F.@0@ 4E4.$@% E $E 4 $E G $.A$0 %.@$4

S(-

. 0.E%E E%E

7ne wa" 567-5 was applied to find whether the mean patients perception towards hospital facilit" score var" significantl" among occupation groups. The 567-5 result shows that the calculated : ratio value is 1.E%E which is less than the table value of 0.E%E at 4& level of significance. (ince the table value is higher than the calculated value it is inferred that the patients perception towards hospital facilit" has no significant difference between the occupation groups. Hence the h"pothesis is accepted.

39

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, A,,%a+ I,/ )e a,& *a"(e," *er/e*"( , " =ar&$ H $*("a+ Fa/(+("' H'* "#e$($B The patient perception towards hospital facilit" has no significant

difference between the annual income groupsC Ta7+e N B 3.1> Gr %* $"a"($"(/$ - A,,%a+ (,/ )e a,& Pa"(e," Per/e*"( ,

Pa"(e,"$ Per/e*"( , T =ar&$ H $*("a+ Fa/(+("' S/ re Mea, ?p to <s.$11111 5nnual !ncome <s.$1111$ to <s.011111 5bove<s.011111 Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents belong to the annual income of above <s.011111 have a higher mean of 0F.4A with patient perception towards hospital facilit". 0F.$A 0F.$F 0F.4A 0F.0$ S.D $.G4 $.FF $.GF $.G$ N AE AF $F $41

40

Ta7+e N B 3.1>4a6 ANOVA ! r Pa"(e,"$ Per/e*"( , " =ar&$ H $*("a+ Fa/(+("' S/ re a,& A,,%a+ I,/ )e

S%) ! $0%are$ *etween #roups Within #roups Total 0.E1G 4E0.@AE 4E4.$@%

D 0 $E @ $E G

Mea, $0%are $.014 %.AG0

S(-

. %.14F %0A

7ne wa" 567-5 was applied to find whether the mean patient perception towards hospital facilit" score var" significantl" among annual income groups. The 567-5 result shows that the calculated : ratio value is 1.%0Awhich is less than the table value of %.14F at 4& level of significance. (ince the table value is higher than the calculated value it is inferred that the patient perception towards hospital facilit" has no significant difference between the annual income groups. Hence the h"pothesis is accepted.

41

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, A-e a,& Le:e+ ! Sa"($!a/"( , re-ar&(,- "#e H $*("a+ *er$ ,,e+ H'* "#e$($B The Devel of satisfaction regarding the hospital personnel has no significant difference between the age groupsC Ta7+e N B 3.1? Gr %* $"a"($"(/$ - A-e a,& Le:e+ ! $a"($!a/"( ,

Sa"($!a/"( , +e:e+ re-ar&(,- "#e # $*("a+ *er$ ,$ $/ re Mea, ?p to 01 "rs 0$ to %1 "rs 5ge %$ to E1 "rs E$ to 41 "rs 5bove4$"rs Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents belong to the age group between 0$ %1 "ears have a higher mean of %0.FG with level of satisfaction regarding the hospital personnel. %%.$F %0.FG %0.@@ %$.@G %0.%@ %0.A0 S.D 0.0$ 0.AF 0.EF %.1E %.1G 0.@$ N $@ %F EE 0E 0@ $41

42

Ta7+e N B 3.1?4a6 ANOVA ! r Sa"($!a/"( , Le:e+ Re-ar&(,- "#e H $*("a+ Per$ ,$ S/ re a,& A-e

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total 0@.%1G $1AF.1%$ $1G4.%E1 E $E 4 $E G A.F0@ @.%AA

S(-

. 0.E%E G0@

7ne wa" 567-5 was applied to find whether the mean levels of satisfaction regarding the hospital personnel score var" significantl" among age groups. The 567-5 result shows that the calculated : ratio value is 1.G0@which is less than the table value of 0.E%E at 4& level of significance. (ince 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 h"pothesis is accepted.

43

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, E&%/a"( ,a+ E%a+(!(/a"( , a,& Le:e+ ! Sa"($!a/"( , re-ar&(,- "#e H $*("a+ *er$ ,,e+ H'* "#e$($B The Devel of satisfaction regarding the hospital personnel has no significant difference between the education qualification groupsC Ta7+e N B 3.25 Gr %* $"a"($"(/$ -E&%/a"( ,a+ E%a+(!(/a"( , a,& Le:e+ ! $a"($!a/"( ,

Sa"($!a/"( , +e:e+ re-ar&(,- "#e # $*("a+ *er$ ,$ $/ re Mea, (chool level 'ducational Hualification ?# 9# 6o formal education Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents have 6o formal education has a higher mean of %%.0@ with level of satisfaction regarding the hospital personnel. %0.@0 %0.E% %0.E@ %%.0@ %0.A0 S.D 0.GG 0.F% 0.@E 0.$1 0.@$ N 04 %@ AA 00 $41

44

Ta7+e N B 3.254a6 ANOVA ! r $a"($!a/"( , Le:e+ re-ar&(,- "#e H $*("a+ Per$ ,$ S/ re a,& E&%/a"( ,a+ E%a+(!(/a"( ,

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total $0.E$A $1F0.G0E $1G4.%E1 % $E A $E G E.$%G @.E$@

S(-

. 0.AA@ 44F

7ne wa" 567-5 was applied to find whether the mean levels of satisfaction regarding the hospital personnel score var" significantl" among education qualification groups. The 567-5 result shows that the calculated : ratio value is 1.44Fwhich is less than the table value of 0.AA@ at 4& level of significance. (ince 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 h"pothesis is accepted.

45

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, O//%*a"( , a,& Le:e+ ! Sa"($!a/"( , re-ar&(,- "#e # $*("a+ *er$ ,,e+ H'* "#e$($B The Devel of satisfaction regarding the hospital has no significant

difference between the personnel occupation group. Ta7+e N B 3.21 Gr %* $"a"($"(/$-O//%*a"( , a,& Le:e+ ! $a"($!a/"( ,

Sa"($!a/"( , +e:e+ re-ar&(,- "#e # $*("a+ *er$ ,$ $/ re Mea, 5griculture (alaried 7ccupation *usiness 9rofessional 7thers Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents belong to the 7ccupation of *usiness have a higher mean of %0.@1 with level of satisfaction regarding the hospital personnel. %0.0@ %0.E0 %0.@1 %0.E$ %%.41 %0.A0 S.D 0.F$ %.11 0.4G 0.GF $.GG 0.@$ N . 0A %$ EA 0@ 01 $41

46

Ta7+e N B 3.214a6 ANOVA ! r Sa"($!a/"( , +e:e+ re-ar&(,- "#e H $*("a+ *er$ ,$ S/ re a,& O//%*a"( ,

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total 0$.E$G $1@%.G0$ $1G4.%E1 E $E 4 $E G 4.%44 @.E1A

S(-

. 0.E%E @0%

7ne wa" 567-5 was applied to find whether the mean levels of satisfaction regarding the hospital personnel score var" significantl" among occupation groups. The 567-5 result shows that the calculated : ratio value is1.@0% which is less than the table value0.E%E of at 4& level of significance. (ince 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 h"pothesis is accepted.

47

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, A,,%a+ (,/ )e a,& Le:e+ ! Sa"($!a/"( , re-ar&(,- # $*("a+ *er$ ,,e+ H'* "#e$($B The Devel of satisfaction regarding the hospital personnel has no significant difference between the annual income groups. Ta7+e N B 3.22 Gr %* $"a"($"(/$ GA,,%a+ (,/ )e a,& Le:e+ ! $a"($!a/"( ,

Sa"($!a/"( , +e:e+ re-ar&(,- "#e # $*("a+ *er$ ,$ $/ re Mea, ?p to<s.$11111 5nnual !ncome <s.$1111$ to<s.011111 5boves.011111 Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents belong to the 5nnual income of <s.$1111$to<s.011111 have a higher mean of %0.@A with level of satisfaction regarding the hospital personnel. %0.A% %0.@A %0.1A %0.A0 S.D %.10 0.EG 0.E$ 0.@$ N AE AF $F $41

48

Ta7+e N . 3.224a6 ANOVA ! r Sa"($!a/"( , Le:e+ re-ar&(,- "#e H $*("a+ Per$ ,$ S/ re a,& A,,%a+ I,/ )e

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total @.$A1 $1FF.$F1 $1G4.%E1 0 $E @ $E G %.4F1 @.E1%

S(-

. %.14F EFE

7ne wa" 567-5 was applied to find whether the mean levels of satisfaction regarding the hospital personnel score var" significantl" among annual income groups. The 567-5 result shows that the calculated : ratio value is1.EFE which is less than the table value %.14Fof at 4& level of significance. (ince 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 h"pothesis is accepted.

49

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, A-e a,& *(,( , a7 %" / $" ! "rea")e," H'* "#e$($B The opinions about cost of treatment has no significant difference between the age groups Ta7+e N B 3.23 Gr %* $"a"($"(/$-A-e a,& *(,( , a7 %" / $" ! "rea")e,"

O*(,( , a7 %" / $" ! "rea")e," $/ re Mea, ?p to 01 "rs 0$ to %1 "rs 5ge %$ to E1 "rs E$ to 41 "rs 5bove4$"rs Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents belong to the 5ge group of above 4$ "ears have a higher mean of $E.F$ with opinion about cost of treatment. $E.$0 $E.0$ $%.FE $%.4E $E.F$ $E.1G S.D 0.4@ 0.GA %.E0 %.@G %.E0 %.0@ N $@ %F EE 0E 0@ $41

50

Ta7+e N B 3.234a6 ANOVA ! r O*(,( , a7 %" C $" ! Trea")e," S/ re a,& A-e

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total 0E.AGE $4A@.GGG $4G0.AG% E $E 4 $E G A.$@E $1.F$E

S(-

. 0.E%E 4@$

7ne wa" 567-5 was applied to find whether the mean level of opinion about cost of treatment score var" significantl" among age groups. The 567-5 result shows that the calculated : ratio value is1.4@$ which is less than the table value %.14F of at 4& level of significance. (ince 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 h"pothesis is accepted.

51

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, E&%/a"( ,a+ 0%a+(!(/a"( , a,& *(,( , a7 %" / $" ! "rea")e," H'* "#e$($B The opinion about cost of treatment has significant with the educational qualification groups. Ta7+e N B 3.24 Gr %* $"a"($"(/$-E&%/a"( ,a+ 0%a+(!(/a"( , a,& *(,( , a7 %" / $" ! "rea")e,"

O*(,( , a7 %" / $" ! "rea")e," $/ re Mea, (chool level 'ducational Hualification ?# 9# 6o formal education Total S %r/eB C )*%"e& $4.A1 $E.4E $%.40 $%.%A $E.1G S.D %.@0 %.$% 0.GG %.%1 %.0@ N 04 %@ AA 00 $41

52

:rom the above table it is inferred that the respondents have a (chool level has a higher mean of $4.A1 with opinion about cost of treatment.

Ta7+e N B 3.244a6 ANOVA ! r O*(,( , a7 %" C $" ! Trea")e," S/ re a,& E&%/a"( ,a+ E%a+(!(/a"( ,

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total G@.G0F $EGE.@A4 $4G0.AG% % $E A $E G %0.AE% $1.0%F

S(-

%.$F 0.AA@ F

7ne wa" 567-5 was applied to find whether the mean level of opinion about cost of treatment score var" significantl" among educational qualification groups. The 567-5 result shows that the calculated : ratio value is %.$FF which is higher than the table value 0.AA@of at 4& level of significance. (ince 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 h"pothesis is rejected.
53

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, O//%*a"( , a,& *(,( , a7 %" / $" ! "rea")e," H'* "#e$($B The opinion about cost of treatment has no significant difference between the 7ccupation groups. Ta7+e N B 3.21 Gr %* $"a"($"(/$ GO//%*a"( , a,& *(,( , a7 %" / $" ! "rea")e,"

O*(,( , a7 %" / $" ! "rea")e," $/ re Mea, 5griculture (alaried 7ccupation *usiness 9rofessional 7thers $%.FF $E.44 $%.@F $%.4G $4.14 S.D E.$1 %.@E 0.G1 %.$F $.GG N . 0A %$ EA 0@ 01

54

Total S %r/eB C )*%"e&

$E.1G

%.0@

$41

:rom the above table it is inferred that the respondents belong to the occupation of other categor" of have a higher mean of $4.14 with opinion about cost of treatment.

Ta7+e N B 3.214a6 ANOVA ! r O*(,( , a7 %" C $" ! Trea")e," S/ re a,& O//%*a"( ,

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total %@.1A@ $444.A0A $4G0.AG% E $E 4 $E G G.0A@ $1.@0F

S(-

. 0.E%E FAE

7ne wa" 567-5 was applied to find whether the mean level of opinion about cost of treatment score var" significantl" among 7ccupation groups. The 567-5 result shows that the calculated : ratio value is1.FAEwhich is lesser than the table value 0.E%E of at 4& level of significance. (ince the table value is higher than the calculated value it
55

is inferred that the opinion about cost of treatment has no significant difference between the 7ccupation groups. Hence the h"pothesis is accepted.

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, A,,%a+ (,/ )e a,& *(,( , a7 %" / $" ! "rea")e," H'* "#e$($B The opinion about cost of treatment has no significant difference between the annual income groups. Ta7+e N B 3.22 Gr %* $"a"($"(/$ GA,,%a+ (,/ )e a,& *(,( , a7 %" / $" ! "rea")e,"

O*(,( , a7 %" / $" ! "rea")e," $/ re Mea, 5nnual !ncome ?p to <s.$11111 <s.$1111$ to <s.011111 $E.01 $E.$4 S.D 0.GF %.4F N AE AF

56

5bove<s.011111 Total S %r/eB C )*%"e&

$%.41 $E.1G

%.$% %.0@

$F $41

:rom the above table it is inferred that the respondents belong to the 5nnual income of <s.$11111 have a higher mean of $E.01 with opinion about cost of treatment.

57

Ta7+e N B 3.224a6 ANOVA ! r O*(,( , a7 %" C $" ! Trea")e," S/ re a,& A,,%a+ I,/ )e

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total @.%14 $4F4.%FG $4G0.AG% 0 $E @ $E G %.A40 $1.@F4

S(-

. %.14F %%G

7ne wa" 567-5 was applied to find whether the mean level of opinion about cost of treatment score var" significantl" among 5nnual income groups. The 567-5 result shows that the calculated : ratio value is1.%%Gwhich is lesser than the table value %.14F of at 4& level of significance. (ince 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 h"pothesis is accepted.

58

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, A-e a,& Sa"($!a/"( , +e:e+ ! -e,era+ $er:(/e$ H'* "#e$($B The satisfaction level of general services has no significant difference between the age group. Ta7+e N B 3.2< Gr %* $"a"($"(/$ - A-e a,& Sa"($!a/"( , +e:e+ ! -e,era+ $er:(/e$

Sa"($!a/"( , +e:e+ ! -e,era+ $er:(/e$ $/ re Mea, ?p to 01 "rs 0$ to %1 "rs 5ge %$ to E1 "rs E$ to 41 "rs 5bove4$"rs Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents belong to the 5ge group between %$ E1 "ears have a higher mean of 01.@4 with satisfaction level of general services. 01.%4 $G.G@ 01.@4 $G.@G 01.%1 01.0@ S.D $.FE $.G$ $.@% 0.$G $.G1 $.G1 N . $@ %F EE 0E 0@ $41

59

Ta7+e N B 3.2<4a6 ANOVA ! r Sa"($!a/"( , Le:e+ ! Ge,era+ Ser:(/e$ S/ re a,& A-e

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total $G.1GG 401.AGE 4%G.@G% E $E 4 $E G E.@@4 %.4G$

S(-

$.%% 0.E%E 1

7ne wa" 567-5 was applied to find whether the mean level of satisfaction towards of services score var" significantl" among age groups. The 567-5 result shows that the calculated : ratio value is$.%%1which is lesser than the table value 0.E%E of at 4& level of significance. (ince 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 h"pothesis is accepted.

60

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, E&%/a"( ,a+ 0%a+(!(/a"( , a,& Sa"($!a/"( , +e:e+ ! -e,era+ $er:(/e$ H'* "#e$($B The satisfaction level of general services has no significant difference between the educational qualification groups. Ta7+e N B 3.2> Gr %* $"a"($"(/$ - E&%/a"( ,a+ 0%a+(!(/a"( , a,& Sa"($!a/"( , +e:e+ ! -e,era+ $er:(/e$

Sa"($!a/"( , Le:e+ O! Ge,era+ Ser:(/e$ S/ re Mea, (chool level 'ducational Hualification ?# 9# 6o formal education Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents have 6o formal education has a higher mean level of 01.F0 with satisfaction level of general services. 01.0F 01.%1 01.1F 01.F0 01.0@ S.D 0.0$ $.A% 0.1% $.4A $.G1 N 04 %@ AA 00 $41

61

Ta7+e N B 3.2>4a6 ANOVA ! r Sa"($!a/"( , Le:e+ ! Ge,era+ Ser:(/e$ S/ re a,& E&%/a"( ,a+ E%a+(!(/a"( ,

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total G.$%1 4%1.AAE 4%G.@G% % $E A $E G %.1E% %.A%4

S(-

. 0.AA@ F%@

7ne wa" 567-5 was applied to find whether the mean level of satisfaction towards general services score var" significantl" among educational qualification groups. The 567-5 result shows that the calculated : ratio value is 1.F%@which is lesser than the table value 0.AA@ of at 4& level of significance. (ince 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 h"pothesis is accepted.

62

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, O//%*a"( , a,& Sa"($!a/"( , +e:e+ ! -e,era+ $er:(/e$ H'* "#e$($B The satisfaction level of general services has no significant difference between the 7ccupation groups. Ta7+e N B 3.2? Gr %* $"a"($"(/$ - O//%*a"( , a,& Sa"($!a/"( , +e:e+ ! -e,era+ $er:(/e$

Sa"($!a/"( , Le:e+ O! Ge,era+ Ser:(/e$ S/ re Mea, 5griculture (alaried 7ccupation *usiness 9rofessional 7thers Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents belong to the 7ccupation of salaried persons have a higher mean of 01.@$ with satisfaction level of general services. 01.E0 01.@$ 01.$4 $G.A@ 01.41 01.0@ S.D $.@G $.EG 0.$$ 0.$$ $.@A $.G1 N 0A %$ EA 0@ 01 $41

63

Ta7+e N B 3.2?4a6 ANOVA ! r Sa"($!a/"( , Le:e+ ! Ge,era+ Ser:(/e$ S/ re a,& //%*a"( ,

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total $F.$04 40$.AAF 4%G.@G% E $E 4 $E G E.4%$ %.4GF

S(-

$.0A 0.E%E 1

7ne wa" 567-5 was applied to find whether the mean level of satisfaction towards general services score var" significantl" among educational qualification groups. The 567-5 result shows that the calculated : ratio value is$.0A1 which is lesser than the table value 0.E%E of at 4& level of significance. (ince 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 7ccupation groups. Hence the h"pothesis is accepted.

64

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, A,,%a+ (,/ )e a,& Sa"($!a/"( , +e:e+ ! -e,era+ $er:(/e$ H'* "#e$($B The satisfaction level of general services has no significant difference between the annual income groups. Ta7+e N B 3.35 Gr %* $"a"($"(/$ - A,,%a+ I,/ )e a,& Sa"($!a/"( , +e:e+ ! -e,era+ $er:(/e$

Sa"($!a/"( , Le:e+ O! Ge,era+ Ser:(/e$ S/ re Mea, ?p to <s.$11111 5nnual !ncome <s.$1111$ to <s.011111 5bove<s.011111 Total S %r/eB C )*%"e& :rom the above table it is inferred that the respondents belong to the 5nnual income of <s.$1111$to <s.011111 have a higher mean of 01.EG with satisfaction level of general services. 01.%$ 01.EG $G.%% 01.0@ S.D $.@G $.G@ $.FF $.G1 N . AE AF $F $41

65

Ta7+e N B 3.354a6 ANOVA ! r Sa"($!a/"( , Le:e+ ! Ge,era+ Ser:(/e$ S/ re a,& A,,%a+ I,/ )e

S%) ! $0%are$ DF Mea, $0%are *etween #roups Within #roups Total $G.14F 401.@%4 4%G.@G% 0 $E @ $E G G.40G #r%.4E0

S(-

0.AG %.14F 1

7ne wa" 567-5 was applied to find whether the mean level of satisfaction towards general services score var" significantl" among 5nnual income groups. The 567-5 result shows that the calculated : ratio value is0.AG1 which is lesser than the table value %.14F of at 4& level of significance. (ince 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 h"pothesis is accepted.

66

"-"e$" t test is applied to find whether the mean satisfaction score var" significantl" between two variables. !t should be calculated the onl" two variables. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Ge,&er +e:e+ a,& *a"(e," *er/e*"( , " =ar&$ # $*("a+ Fa/(+("' H'* "#e$($B The 9atient perception towards hospital facilit" has no significant difference between the +ale and female. Ta7+e N B 3.31 Gr %* S"a"($"(/$ -Ge,&er a,& *a"(e," *er/e*"( , Pa"(e,"$ Per/e*"( , T =ar&$ H $*("a+ Fa/(+("' S/ re Mea, #ender +ale :emale 0F.04 0F.$F 0F.0$ S.D 0.1$ $.FE $.G$ N . @0 @F $41

Total S %r/eB C )*%"e&

:rom the above table it is inferred that the respondents belong to the male categor" has a higher mean of 0F.04 towards patient perception to hospital facilit". Ta7+e N B 3.314a6 "-"e$" ! r E0%a+("' ! Mea,$
67

T .004

DF $EF

SIG $.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between +ale and female. The calculated t test value is 1.004 which is lesser than the table value of $.G@Aat 4&level of significance. (ince the table value is higher than the table value it is inferred that the mean patient perception towards hospital facilit" has no significant difference between the +ale and female. Hence the h"pothesis is accepted. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Mar("a+ $"a"%$ a,& *a"(e," *er/e*"( , " =ar&$ # $*("a+ Fa/(+("' H'* "#e$($B The 9atient perception towards hospital facilit" has no significant

difference between the married and unmarried. Ta7+e N B 3.32 Gr %* S"a"($"(/$ -Mar("a+ S"a"%$ a,& *a"(e," *er/e*"( , Pa"(e,"$ *er/e*"( , " =ar&$ # $*("a+ !a/(+("' $/ re Mea, +arital status +arried ?nmarried 0F.$4 0F.%4 0F.0$ S.D $.@G 0.$@ $.G$ N $1E EA $41

Total S %r/eB C )*%"e&

:rom the above table it is inferred that the respondents belong to the marital status level of unmarried have a mean of 0F.%4 with patient perception towards hospital facilit".

Ta7+e N B 3.324a6 "-"e$" ! r E0%a+("' ! Mea,$ T DF

68

SIG

.4@$

$EF

$.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between +ale and female. The calculated t test value is 1.4@$ which is lesser than the table value of $.G@A at 4& level of significance. (ince the table value is higher than the calculated value it is inferred that the mean patient perception towards hospital facilit" has no significant difference between the +arried and ?nmarried. Hence the h"pothesis is accepted. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, "'*e ! *a"(e," a,& *a"(e," *er/e*"( , " =ar&$ # $*("a+ !a/(+("' H'* "#e$($B The 9atient perception towards hospital facilit" has significant with the !npatient and 7utpatient. Ta7+e N B 3.33 Gr %* S"a"($"(/$-T'*e ! Pa"(e," a,& *a"(e," *er/e*"( , Pa"(e,"$ Per/e*"( , T =ar&$ H $*("a+ Fa/(+("' S/ re Mea, T"pe of patient Total S %r/eB C )*%"e& :rom the above table it is inferred that the majorit" of respondents are outpatients have a higher mean of 0@.FA with patient perception towards hospital facilit". !npatient 7utpatient 0F.44 0@.FA 0F.0$ S.D 0.11 $.@A $.G$ N . @@ @% $41

Ta7+e N B 3.334a6 "-"e$" ! r E0%a+("' ! Mea,$ T 0.0$0 DF $EF

69

SIG $.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between !npatient and 7utpatient. The calculated t test value is 0.0$0 which is higher than the table value of $.G@A at 4&level of significance. (ince the calculated value is higher than the table value it is inferred that the mean patient perception towards hospital facilit" has significant with the !npatient and 7utpatient. Hence the h"pothesis is rejected.

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, area ! re$(&e,/e a,& *a"(e," *er/e*"( , " =ar&$ # $*("a+ Fa/(+("' H'* "#e$($B The 9atient perception towards hospital facilit" has no significant difference between the <ural and ?rban. Ta7+e N B 3.34 Gr %* S"a"($"(/$-Area ! re$(&e,/e a,& *a"(e," *er/e*"( , Pa"(e,"$ Per/e*"( , T =ar&$ H $*("a+ Fa/(+("' S/ re +ean 5rea of <esidence Total S %r/eB C )*%"e& :rom the above table it is inferred that the majorit" of respondents belong to urban areas has a mean of 0F.0@ with patient perception towards hospital facilit". <ural ?rban 0F.$A 0F.0@ 0F.0$ (./ 0.1@ $.@E $.G$ 6o. @G @$ $41

Ta7+e N B 3.344a6 "-"e$" ! r E0%a+("' ! Mea,$ T DF SIG

70

.%0F

$EF

$.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between <ural and ?rban. The calculated t test value is 1.%0F which is lesser than the table value of $.G@A at 4&level of significance. (ince the table value is higher than the calculated value it is inferred that the mean patient perception towards hospital facilit" has no significant difference between the <ural and ?rban. Hence the h"pothesis is accepted. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Ge,&er a,& Sa"($!a/"( , +e:e+ re-ar&(,- "#e # $*("a+ *er$ ,,e+ H'* "#e$($B The (atisfaction level towards hospital person has no significant difference between the +ale and :emale. Ta7+e N B 3.31 Gr %* S"a"($"(/$-Ge,&er a,& Le:e+ ! $a"($!a/"( , Sa"($!a/"( , Le:e+ re-ar&(,- "#e H $*("a+ Per$ ,$ S/ re Mea, #ender +ale :emale %0.E@ %0.@A %0.A0 S.D 0.A@ 0.@A 0.@$ N . @0 @F $41

Total S %r/eB C )*%"e&

:rom the above table it is inferred that the respondents belong to the male categor" has a higher mean of %0.@A with satisfaction level regarding the hospital persons. Ta7+e N B 3.314a6 "-"e$" ! r E0%a+("' ! Mea,$ T DF SIG

71

.AE1

$EF

$.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between +ale and :emale. The calculated t test value is 1.AE1 which is lesser than the table value of $.G@A at 4&level of significance. (ince the table value is higher than the calculated value it is inferred that the mean level of satisfaction regarding the hospital persons has no significant difference between the +ale and :emale. Hence the h"pothesis is accepted. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Mar("a+ S"a"%$ a,& Sa"($!a/"( , +e:e+ re-ar&(,"#e # $*("a+ *er$ ,,e+ H'* "#e$($B The (atisfaction level regarding the hospital persons has no significant difference between the +arried and ?nmarried. Ta7+e N B 3.32 Gr %* S"a"($"(/$-Mar("a+ $"a"%$ a,& Le:e+ ! $a"($!a/"( , Sa"($!a/"( , Le:e+ re-ar&(,- "#e H $*("a+ Per$ ,$ S/ re Mea, +arital status +arried ?nmarried %0.4E %0.F1 %0.A0 S.D 0.@F 0.4@ 0.@$ N . $1E EA $41

Total S %r/eB C )*%"e&

:rom the above table it is inferred that the respondents belong to the marital status of unmarried have a mean of %0.F1 with satisfaction level regarding the hospital persons.

Ta7+e N B 3.324a6 "-"e$" ! r E0%a+("' ! Mea,$ T DF SIG

72

.44%

$EF

$.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between married and unmarried. The calculated t test value is1.44% which is lesser than the table value of $.G@A at 4&level of significance. (ince the table value is higher than the calculated value it is inferred that the mean level of satisfaction regarding the hospital persons has no significant difference between the +arried and ?nmarried. Hence the h"pothesis is accepted. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, T'*e ! Pa"(e," a,& Sa"($!a/"( , +e:e+ re-ar&(,- "#e # $*("a+ *er$ ,,e+ H'* "#e$($B The (atisfaction level regarding the hospital persons has no significant difference between the !npatient and 7utpatient Ta7+e N B 3.3< Gr %* S"a"($"(/$-T'*e ! Pa"(e," a,& Le:e+ ! $a"($!a/"( , Sa"($!a/"( , Le:e+ re-ar&(,- "#e H $*("a+ Per$ ,$ S/ re Mea, T"pe of patient Total S %r/eB C )*%"e& :rom the above table it is inferred that the majorit" of respondents are inpatient have a higher mean of %0.AE with satisfaction level regarding the hospital persons. !npatient 7utpatient %0.AE %0.A1 %0.A0 S.D 0.4@ 0.F@ 0.@$ N . @@ @% $41

Ta7+e N B 3.3<4a6 "-"e$" ! r E0%a+("' ! Mea,$

73

T .1@A

DF $EF

SIG $.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between !npatient and 7utpatient. The calculated t test value is 1.1@Awhich is lesser than the table value of $.G@A at 4&level of significance. (ince the table value is higher than the calculated value it is inferred that the mean level of satisfaction regarding the hospital persons has no significant difference between the !npatient and 7utpatient. Hence the h"pothesis is accepted. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Area ! Re$(&e,/e a,& Sa"($!a/"( , +e:e+ re-ar&(,- "#e H $*("a+ *er$ ,,e+ H'* "#e$($B The (atisfaction level regarding the hospital persons has no significant difference between the <ural and ?rban. Ta7+e N B 3.3> Gr %* $"a"($"(/$B Area ! Re$(&e,/e a,& Le:e+ ! $a"($!a/"( , Sa"($!a/"( , +e:e+ re-ar&(,- "#e # $*("a+ *er$ ,$ $/ re Mea, 5rea of <esidence Total S %r/eB C )*%"e& :rom the above table it is inferred that the majorit" of respondents belong to urban areas has a higher mean of %0.A% with satisfaction level regarding the hospital persons. Ta7+e N B 3.3>4a6 "-"e$" ! r E0%a+("' ! Mea,$ <ural ?rban %0.A$ %0.A% %0.A0 S.D 0.GE 0.E4 0.@$ N . @G @$ $41

74

T .14G

DF $EF

SIG $.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between <ural and ?rban. The calculated t test value is 1.14G which is lesser than the table value of $.G@A at 4& level of significance. (ince 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 <ural and ?rban. Hence the h"pothesis is accepted.

75

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Ge,&er a,& *(,( , a7 %" / $" ! "rea")e," H'* "#e$($B The opinion about cost of treatment has no significant difference between the +ale and :emale. Ta7+e N B 3.3? Gr %* S"a"($"(/$-Ge,&er a,& *(,( , a7 %" / $" ! "rea")e," O*(,( , A7 %" C $" O! Trea")e," S/ re Mea, #ender +ale :emale $E.0$ $%.GG $E.1G S.D %.%F %.$F %.0@ N . @0 @F $41

Total S %r/eB C )*%"e&

:rom the above table it is inferred that the respondents belong to the male categor" has a higher mean of $E.0$ with opinion about cost of treatment.

Ta7+e N B 3.3?4a6 "-"e$" ! r E0%a+("' ! Mea,$ T .E$% DF $EF SIG $.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between +ale and :emale. The calculated t test value is 1.E$% which is lesser than the table value of $.G@A at 4& level of significance. (ince 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 +ale and :emale. Hence the h"pothesis is accepted.

76

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Mar("a+ S"a"%$ a,& *(,( , a7 %" / $" ! "rea")e," H'* "#e$($B The opinion about cost of treatment has no significant difference between the +arried and ?nmarried. Ta7+e N B 3.45 Gr %* S"a"($"(/$-Mar("a+ S"a"%$ a,& *(,( , a7 %" / $" ! "rea")e," O*(,( , a7 %" / $" ! "rea")e," $/ re Mea, +arital status +arried ?nmarried $E.1F $E.$% $E.1G S.D %.01 %.EA %.0@ N . $1E EA $41

Total S %r/eB C )*%"e&

:rom the above table it is inferred that the respondents belong to the marital status of unmarried have a mean of $E.$% with opinion about cost of treatment.

Ta7+e N B 3.454a6 "-"e$" ! r E0%a+("' ! Mea,$ T .1G0 DF $EF SIG $.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between married and unmarried. The calculated t test value is 1.1G0 which is lesser than the table value of $.G@A at 4& level of significance. (ince 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 +arried and ?nmarried. Hence the h"pothesis is accepted.

77

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, T'*e ! Pa"(e," a,& *(,( , a7 %" / $" ! "rea")e," H'* "#e$($B The opinion about cost of treatment has significant with the !npatient and 7utpatient. Ta7+e N B 3.41 Gr %* $"a"($"(/$B T'*e ! Pa"(e," a,& *(,( , a7 %" / $" ! "rea")e," *(,( , a7 %" / $" ! "rea")e," $/ re Mea, T"pe of patient Total S %r/eB C )*%"e& :rom the above table it is inferred that the majorit" of respondents are inpatients have a higher mean of $4.G4 with opinion about cost of treatment. !npatient 7utpatient $4.G4 $0.$E $E.1G S.D 0.%0 0.GF %.0@ N . @@ @% $41

Ta7+e N B 3.414a6 "-"e$" ! r E0%a+("' ! Mea,$ T F.@A4 DF $EF SIG 0.A1G

The T test was applied to find whether the mean satisfaction score var" significantl" between !npatient and 7utpatient. The calculated t test value is F.@A4 which is higher than the table value of 0.A1G at $& level of significance. (ince the calculated value is higher than the table value it is inferred that the mean opinion about cost of treatment has significant with the !npatient and 7utpatient. Hence the h"pothesis is rejected.

78

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Area ! re$(&e,/e a,& *(,( , a7 %" / $" ! "rea")e," H'* "#e$($B The opinion about cost of treatment scores has no significant difference between the <ural and ?rban. Ta7+e N B 3.42 Gr %* $"a"($"(/$B Area ! re$(&e,/e a,& *(,( , a7 %" / $" ! "rea")e," O*(,( , a7 %" / $" ! "rea")e," $/ re Mea, 5rea of <esidence Total <ural ?rban $E.$% $E.1A $E.1G S.D %.E@ %.1A %.0@ N . @G @$ $41

S %r/eB C )*%"e& :rom the above table it is inferred that the majorit" of respondents belong to rural areas has a higher mean of $E.$% with opinion about cost of treatment.

Ta7+e N B 3.424a6 "-"e$" ! r E0%a+("' ! Mea,$ T .$%$ DF $EF SIG $.G@A

79

The T test was applied to find whether the mean satisfaction score var" significantl" between <ural and ?rban. The calculated t test value is 1.$%$ which is lesser than the table value of $.G@A at 4& level of significance. (ince the table value is higher than the calculated value it is inferred that the mean opinion about cost of treatment has no significant difference between the <ural and ?rban. Hence the h"pothesis is accepted. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Ge,&er a,& Sa"($!a/"( , +e:e+ ! Ge,era+ $er:(/e$ H'* "#e$($B The (atisfaction level of general services has no significant difference between the +ale and :emale. Ta7+e N B 3.43 Gr %* S"a"($"(/$- Ge,&er a,& Sa"($!a/"( , +e:e+ ! Ge,era+ $er:(/e$ Sa"($!a/"( , +e:e+ ! -e,era+ $er:(/e$ $/ re Mea, #ender +ale :emale 01.%F 01.$F 01.0@ S.D 0.$E $.A@ $.G1 N . @0 @F $41

Total S %r/eB C )*%"e&

:rom the above table it is inferred that the respondents belong to the male categor" has a higher mean of 01.%F with satisfaction level of general services.

Ta7+e N B 3.434a6 "-"e$" ! r E0%a+("' ! Mea,$ T .A0@ DF $EF SIG $.G@A

80

The T test was applied to find whether the mean satisfaction score var" significantl" between +ale and :emale. The calculated t test value is 1.A0@ which is lesser than the table value of $.G@A at 4& level of significance. (ince the table value is higher than the calculated value it is inferred that the mean satisfaction level of general services has no significant difference between +ale and :emale. Hence the h"pothesis is accepted. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Mar("a+ S"a"%$ a,& Sa"($!a/"( , +e:e+ ! Ge,era+ $er:(/e$ H'* "#e$($B BThe (atisfaction level of general services has no significant difference between the +arried and ?nmarried. Ta7+e N B 3.44 Gr %* $"a"($"(/$B Mar("a+ S"a"%$ a,& Sa"($!a/"( , +e:e+ ! Ge,era+ $er:(/e$ Sa"($!a/"( , Le:e+ ! Ge,era+ Ser:(/e$ S/ re Mea, +arital status +arried ?nmarried 01.0$ 01.E$ 01.0@ S.D $.GG $.@$ $.G1 N . $1E EA $41

Total S %r/eB C )*%"e&

:rom the above table it is inferred that the respondents belong to the marital status of unmarried have a mean of 01.E$ with satisfaction level of general services.

Ta7+e N B 3.444a6 "-"e$" ! r E0%a+("' ! Mea,$ T .4G@ DF $EF SIG $.G@A

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The T test was applied to find whether the mean satisfaction score var" significantl" between married and unmarried. The calculated t test value is 1.4G@ which is lesser than the table value of $.G@A at 4& level of significance. (ince the table value is higher than the calculated value it is inferred that the mean satisfaction level of general services has no significant difference between +arried and ?nmarried. Hence the h"pothesis is accepted. Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, T'*e ! Pa"(e," a,& Sa"($!a/"( , +e:e+ ! Ge,era+ $er:(/e$ H'* "#e$($B The (atisfaction level of general services has no significant difference between the !npatient and 7utpatient. Ta7+e N B 3.41 Gr %* $"a"($"(/$B T'*e ! Pa"(e," a,& Sa"($!a/"( , +e:e+ ! Ge,era+ $er:(/e$ Sa"($!a/"( , Le:e+ ! Ge,era+ Ser:(/e$ S/ re Mea, T"pe of patient !npatient 7utpatient 01.00 01.%% 01.0@ S.D $.G4 $.FA $.G1 N . @@ @% $41

Total S %r/eB C )*%"e&

:rom the above table it is inferred that the majorit" of respondents are outpatients have a higher mean of 01.%% with satisfaction level of general services. Ta7+e N B 3.414a6 "-"e$" ! r E0%a+("' ! Mea,$ T .%EA DF $EF SIG $.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between !npatient and 7utpatient. The calculated t test value is 1.%EA which
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is lesser than the table value of $.G@A at 4& level of significance. (ince 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 !npatient and 7utpatient. Hence the h"pothesis is accepted.

Ta7+e S# =(,- Re+a"( ,$#(* 7e"=ee, Area ! Re$(&e,/e a,& Sa"($!a/"( , +e:e+ ! Ge,era+ $er:(/e$ H'* "#e$($B BThe (atisfaction level of general services has no significant difference between the <ural and ?rban. Ta7+e N B 3.42 Gr %* $"a"($"(/$-Area ! Re$(&e,/e a,& Sa"($!a/"( , +e:e+ ! Ge,era+ $er:(/e$ Sa"($!a/"( , Le:e+ ! Ge,era+ Ser:(/e$ S/ re Mea, 5rea of <esidence Total S %r/eB C )*%"e& :rom the above table it is inferred that the majorit" of respondents belong to urban areas has a higher mean of 01.%E with satisfaction level of general services. <ural ?rban 01.00 01.%E 01.0@ S.D 0.10 $.@F $.G1 N . @G @$ $41

Ta7+e N B 3.424a6 "-"e$" ! r E0%a+("' ! Mea,$ T .%GE DF $EF SIG. $.G@A

The T test was applied to find whether the mean satisfaction score var" significantl" between <ural and ?rban. The calculated t test value is 1.%GE which is
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lesser than the table value of $.G@A at 4& level of significance. (ince 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 <ural and ?rban. Hence the h"pothesis is accepted.

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CORRELATION ,orrelation 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. Ta7+e N B 3.4< Ta7+e $# =(,- re+a"( ,$#(* 7e"=ee, "#e *a"(e," *er/e*"( , " =ar&$ # $*("a+8 $a"($!a/"( , +e:e+ " =ar&$ # $*("a+ *er$ ,$8 *(,( , a7 %" / $" ! "rea")e,"8 $a"($!a/"( , +e:e+ ! -e,era+ $er:(/e$. patients perception towards hospital score patients perception towards hospital score 9earson ,orrelation satisfaction opinion level towards about cost hospital of treatment persons score score .%$$.NN3 .1AE .1A0 satisfaction level of general services score .$41 .0G4.NN3 .10G

satisfaction level towards 9earson hospital persons score ,orrelation opinion about cost of treatment score satisfaction level of general services score 9earson ,orrelation 9earson ,orrelation NN ,orrelation is significant at the 1.1$ level S %r/eB C )*%"e&

,orrelation to find the degree of relationship between the variables. :rom the table it is a found that there is a positive correlation between patients perception towards hospital and satisfaction level towards hospital persons .1.%$$3, there is also positive relationship between satisfaction level towards hospital persons and satisfaction level of general services .1.0G43. :rom the table it is a found that there is a negative correlation between opinion about cost of treatment and satisfaction level of general services .1.10G3,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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9ENDALLCS COEFFICIENT OF CONCORDANCE 8endall)s ,o 'fficient of ,oncordance has been applied to find out whether the respondents have assigned similar ranks in expressing their opinion. Ta7+e N B 3.4> Fa/" r$ 'xcellent service 5vailabilit" of expert doctors :amiliarit" +oderate pa"ment Docation S %r/eB C )*%"e& Dower mean rank of 0.44 is given to availabilit" of expert doctors, which shows that availabilit" of expert doctors is considered as the first choice, 0.@0mean rank is given to location, which shows that location is considered as the second choice, 0.G0mean rank is given to familiarit", which shows that familiarit" is considered as the third choice, 0.G@mean rank is given to excellent service, which shows that excellent service is considered as the fourth choice and %.FE mean rank is given to moderate pa"ment, which shows that moderate brand is considered as the fifth choice. Ta7+e N B 3.4>4a6 8endall=s W .$11 Mea, Ra,; 0.G@ 0.44 0.G0 %.FE 0.@0

8endall)s coefficient of concordance .W3 was used to find the extent of similarit" among then respondents in assigning ranks to the given items .W3 varies between 1;$, higher the value of .W3 more will be the similarit" among the respondents in assigning the ranks. The 8endall)s .W3 calculated for the given item .1.$113 which shows that there is less similarit" among the respondent in assigning the rank.

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CHAPTER-IV FINDINGS8 SUGGESTIONS AND CONCLUSIONS

4.1 FINDINGS +ajorit" of the respondents are in the categor" of %$ E1 "ears. +ajorit" of the respondents are married. +ajorit" of the respondents are 9ostgraduates. +ajorit" of the respondents are *usiness 9eople. +ajorit" of the respondents are 5nnual income of <s.$11111 to <s.011111. +ajorit" of the respondents are !npatient. +ajorit" of the respondents are urban area. +ajorit" of the respondents are <eference b" doctors. +ajorit" of the respondents recommend their hospital to others. +ajorit" of the respondents AA.1& of the respondents sa" that the infrastructure facilities provided b" the hospital is excellence. +ajorit" of the respondents @F.@& of the respondents sa" that the space and seating in the lobb" facilities provided b" the hospital is good. +ajorit" of the respondents EF.1& of the respondents sa" that the 9harmac" facilities provided b" the hospital is good. +ajorit" of the respondents A1& of the respondents sa" that 5mbulance facilities provided b" the hospital is good. +ajorit" of the respondents 4@.%& of the respondents sa" that the ,atering facilities provided b" the hospital is good.
+ajorit" of the respondents A1& of the respondents sa" that the Toilet facilities provided b" the hospital is good.

+ajorit" of the respondents AE.@& of the respondents sa" that the consultation fees charged b" the hospital is reasonable. +ajorit" of the respondents 4$.%&of the respondents sa" that the !nvestigation charged b" the hospital is reasonable.
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 +ajorit" of the respondents E@.4& of the respondents sa" that the 5mount charged for food facilities in the hospital is reasonable. +ajorit" of the respondents 4%.@4 of the respondents sa" that the <oom rent charges and other services charges b" the hospital is reasonable. +ajorit" of the respondents EA.@&of the respondents sa" that the +edicine charged b" the medical shop in a hospital is reasonable. +ajorit" of the respondents E@.%&of the respondents sa" that the cost of the item sold in the canteen in a hospital is reasonable. +ajorit" of the respondents AE.@& of the respondents sa" that the consultation fees charged b" the hospital is reasonable. +ajorit" of the respondents 4$.%&of the respondents sa" that the !nvestigation charged b" the hospital is reasonable. +ajorit" of the respondents EA.@&of the respondents sa" that the +edicine charged b" the medical shop in a hospital is reasonable. +ajorit" of the respondents E@.%&of the respondents sa" that the cost of the item sold in the canteen in a hospital is reasonable. +ajorit" of the respondents %1& of the respondents sa" that services of emplo"ees in the hospital is good. +ajorit" of the respondents AF& of the respondents sa" that personal touch with patients in the hospital is good. +ajorit" of the respondents %@.%& of the respondents sa" that prevention of error in the hospital is good. +ajorit" of the respondents A0.1& of the respondents sa" that safet" provision in the hospital is good. +ajorit" of the respondents EF.@&of the respondents sa" that medical record department in the hospital is good.

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ANOVA 567-5 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 567-5. Hence the h"pothesis is accepted. There is opinion about cost of treatment was significant with the educational qualification groups. Hence the h"pothesis is rejected. "-"e$" t test reveals that there was no significant difference between the gender , marital status, area of residence, t"pe 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 h"pothesis is accepted. There is opinion about cost of treatment was significant with the !npatient and 7utpatient. Hence the h"pothesis is rejected. C rre+a"( , There is a positive correlation between patients perception towards hospital and satisfaction level towards hospital persons score of .1.%$$3, The satisfaction level towards hospital persons and satisfaction level of general services .1.0G43. There is a negative correlation between opinion about cost of treatment and satisfaction level of general services .1.10G3. 9e,&a++C$ / e!!(/(e," ! / ,/ r&a,/e 8endall)s coefficient of concordance .W3 was used to find the extent of similarit" among then respondents in assigning ranks to the given items 8endall)s.W3varies between 1;$, higher the value of .W3 more will be the similarit" among the respondents in assigning the ranks. The 8endall)s .W3 calculated for the given item .1.$113 which shows that there is less similarit" among the respondents in assigning the rank.
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4.2 SUGGESTIONS The hospital should increase the (quare feet area of the 9arking Doard. ,ustomer relation management should work more efficientl". -isitor)s room should be provided for the patient)s relative. The qualit" of the food that is provided in the canteen can be improved b" pre checking the qualit" before serving and also the stock available should be reported as and when in order to issue tokens without an" problem. (ales promotion activities can be improved. ,amp facilities ma" be arranged in schools, public places, and old age homes.

4.3 CONCLUSION BHealth is wealthC is gaining more importance in recent "ears. Hospitals are those are accessible for the people to get rid of disease. 9atient satisfaction is an increasing important issue both in evaluation and shaping of health care, it should be carried out routinel" in all aspects of health care to improve the qualit" of health services. 9atient attending each hospital are responsible for spreading the good image of the hospital and therefore satisfaction of patients attending the hospital is equall" important for hospital management. The stud" concluded that the -asan '"e ,are Hospital can organize seminars and conferences from time to time for sharing information which indeed a kind of publicit" and the hospital can also conduct free medical camp in rural areas as a part of social responsibilit" which increases the reputation of the organization.

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