International Journal of Commerce and Management Research

International Journal of Commerce and Management Research

ISSN: 2455-1627; Impact Factor: RJIF 5.22
Received: 01-11-2019; Accepted: 02-12-2019
www.managejournal.com
Volume 6; Issue 1; January 2020; Page No. 01-07

A study on quality enhancement in health care with special reference to HK hospital

Jayaram A1, Shilpa D2
1
Assistant Professor, Department of Management (MBA), Surana College, Kengeri, Bengaluru, Karnataka, India
2
MBA Student, Department of Management, Surana College, Kengeri, Bengaluru, Karnataka, India

Abstract
For any business to be fruitful, it needs to give first rate benefits that fulfils the requirements and needs of the client that is of
better quality and offices greatness administrations given at HK healing centre. It should meet the wants and needs of the
clients. The research was conducted for a sample size of 50. The hypothesis of the study is to know whether there is a
perception of customers on facility excellence provided at HK Hospital. We have gone through chi-square test, frequency test,
questionnaire method, tables and graphs have been used to validate the data. As per the research the need of the clients are
known by giving the nature of administration and office perfection. The outcomes got by the overview are taken to
examinations the nature of the different administration and office brilliance gave by the doctor’s facility. A large portion of the
clients were happy with the administration gave by the doctors facility and few had the disappointment and gathered important
recommendation to frame the disappointed clients. In the process of assessing the recommendation are taken into the thought
and it will be executed in the doctor’s facility to enhance their administrations further. The general react from the clients is
extremely happy with the nature of administration and office perfection gave by the HK Hospital.

Keywords: fruitful, quality, business, enhancement

Introduction probably take after treatment. Quiet fulfillment is utilized as

Health care has become one of India’s largest sectors – both
in terms of revenue and employment. Health care sector in
India is growing due to its strengthening coverage, services
and increasing expenditure by public as well as private
players.
The health care sector nowadays is exciting with so many
opportunities as well as challenges. There are so many
opportunities to give high quality care to patients by having
new technical, diagnostic, and therapeutic innovations.
According to the title the quality enhancement is the
framework which we use to systematically improve the
different routes to treat the patients. Quality enhancement in
hospitals improves the adaptability, productivity, lowered
cost, improves satisfaction and risk can be less.
As we know quality improvement in hospital is important
for basic reasons which improves the understanding power
of the patient’s records. As per the individual needs of the
patients, quality enhancement helps to provide better results.
In terms of addressing the patient needs, safety of the
patients, system efficiency. We have only seen that the
doctors depend upon the traditional practice of pen and a
paper. The prescriptions given by the doctors can’t be
understood sometime so, to improve that we need to adopt
new technology like printed prescriptions.
It is not only in terms of prescriptions there are several other
problems where quality has to be improvised so to
overcome these aspects we need to have a quality check and
find out the problem and assign the proper solution and
improve the way we treat patients. This helps hospitals to
get more reliable in the healthcare process and provides a
better healthcare services.
Statement of the problem
Patients encountering high care quality and patients will
an in marker for measuring the quality in medicinal
services. Much of the time patients recognition about human
services frameworks appear to have been to a great extent
overlooked by social insurance directors in creating nations.
Surveying patients point of view give clear picture about the
patients need and desires. The examinations is to gauge the
nature of care given to patients by measuring patient’s
fulfilment in Hospital.
Research questions
What is your level of satisfaction of care quality perceived
from the hospital?
What is your opinion on quality treatment provided by HK
hospital?
Whether HK provides modern instrumentation to serve
customers?
Objectives
 To study about the facility provided at HK Hospital
Private.Ltd.
 To evaluate perception of customer on facility
excellence provided at HK hospital.
 To understand the level of customer satisfaction at HK
Hospital.
Formulation hypothesis
H0: There is no Perception of Customer (Demographic
factors) On Facility Excellence Provided at HK Hospital.
H1: There is a Perception of Customer (Demographic
factors) On Facility Excellence Provided at HK Hospital.
Research Methodology
Research Design
Descriptive and Analytical Research is used to describe

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International Journal of Commerce and Management Research

characteristics of a population or phenomenon being
studied.
Sources of data
In this study, “Primary and secondary data” criteria are
taken into consideration. The primary data is the data that is
collected by researcher from the first and sources, by using
methods like questionnaires and surveys. And secondary
data is the data collected from the internet journals, and
business modules.
Sample design
Convenience sampling is one of the main types of non-
probability sampling methods. A convenience sample is
made up of people who are easy to reach.
Sampling frame
The sampling frame is the list from which the potential
respondents are drawn:
 List of patients admitted to hospital.
 Patient’s details.
Sample unit
Population: All the customers of HK Hospital will be taken
as the population for the study.
Sample size: 50 Respondents.
Tools of data collection
Following are the tools that will be used to collect the data:
 Questionnaires
An organized survey is developed for the gathering of
information to know the office perfection of the clinic
through the patient. The poll is intended to finish the
destinations of the study. A portion of the inquiry will be
multi decision question and other will be scored on five
point Likert scale.
 Interview method
Meeting the HK hospital patients and employees face to
face, especially for consultations.
 Observation
Observing the process and the care taken from the hospital
members towards patients. The quality of services and
facilities provided for the patients can be observed.
Statistical tools applied for the study
 The questionnaires method will be used for data
collections.
 To make the research useful the findings and
recommendations will be given to analysis.
 It will have the representations of diagrams: graphs will
be used.
 Chi-square and frequency test have been used.
Data analysis

Table 1
Sl.No Name of the demographic variables Number of respondents (n) Percentage
01 Gender
Male 28 56
Female 22 44
02 Age
Below 20 5 10
20 – 30 10 20
30 – 40 15 30
Above 40 20 40
03 Education Qualification
Upto SSLC 20 40
PUC 15 30
Graduate 8 16
Post Graduate 7 14
04 Occupation
Student 3 6
Employed 23 46
Self Employed 20 40
Professional 4 8
05 Monthly Income
Below 10000 17 34
10000 - 20000 5 10
20000 - 30000 15 30
30000 - 40000 10 20
Above 40000 3 6

Interpretation above 40.

 From the above table and graph demonstrates the
gender of the clients and patients. 56% of patients are
male and 44% of the patients are female.
 From the above table and diagram it shows the
percentage of age group of respondents. 10% of the age
group belong to below 20, 20% of the age group are 20-
30, 30% of the age group belong to 30-40, 40% are of
 From the above table and graph we can get to know
about the education qualification of the respondents.
40% of the respondents belong to up to SSLC, 30% of
them belong to PUC, 16% of them are graduates and
14% are post graduates.
 From the above table and graph we can get to know
about the occupation of the respondents. The table says

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International Journal of Commerce and Management Research

that 6% of the respondents are students, 46% of the association between Age group of respondents and
respondents are employed, 40% of the respondents are excellence facility provided at HK hospital. The
self-employed and 8% of the respondents are significance difference of response towards critical care
professional. services = .000 < 0.05/ HK provides modern
 The above table and graph shows the monthly income instrumentation to serve customers = .000<0.05/ Opinion on
percentage of the respondents. 34% of the respondent’s quality treatment provided by HK hospital = .000< 0.05 /
monthly income is below 10.000, 10% of the Good relationship with doctors and patients = 0.00 < 0.05 /
respondent’s monthly income are 10,000 - 20,000, 30% Opinion in terms of night time response of doctors = .000<
of the respondents monthly income lies between 20,000 0.05 / Do you agree that doctors are available during
and 30,000, 20% of the respondents monthly income is emergency = 0.00 < 0.05. Hence calculated value is lesser
between 30,000 and 40,000, 6% of the respondents than table value i.e., 0.05 respectively.
monthly income is above 40,000.
Table 4: Perception of Customer (Education Qualification) On
Objective Facility Excellence Provided at HK Hospital
To evaluate perception of customer on facility excellence Sl.No Particular Result
provided at HK hospital. What is your response towards critical Df = 4, P < 0.05,
1
care services Sig - .001
Table 2: Perception of Customer (Gender) On Facility Excellence Whether HK provides modern Df = 4, P < 0.05,
Provided At HK Hospital 2
instrumentation to serve customers Sig - .000
Sl.No Particular Result What is your opinion on quality Df = 4, P <
3
treatment provided by HK hospital 0.05,Sig - .000
What is your response towards critical Df = 4, P < 0.05,
1 There is a good relationship with doctors Df = 4, P < 0.05,
care services Sig - .012 4
and patients. Sig - .001
Whether HK provides modern Df = 4, P < 0.05,
2 What is your opinion in terms of night Df = 4, P < 0.05,
instrumentation to serve customers Sig - .000 5
time response of doctors Sig - .008
What is your opinion on quality treatment Df = 4, P <
3 Do you agree that doctors are available Df = 4, P < 0.05,
provided by HK hospital 0.05,Sig - .052 6
during emergency Sig - .000
There is a good relationship with doctors Df = 4, P < 0.05,
4
and patients. Sig - .150
What is your opinion in terms of night Df = 4, P < 0.05, Interpretation
5 The above table explains that details there is significant
time response of doctors Sig - .006
Do you agree that doctors are available Df = 4, P < 0.05, association between Education Qualification of respondents
6
during emergency Sig - .049 and excellence facility provided at HK hospital. The
significance difference of response towards critical care
Interpretation services = .001< 0.05/ HK provides modern instrumentation
The above table explains that details there is significant to serve customers = .000 < 0.05/ Opinion on quality
association between Gender of respondents and excellence treatment provided by HK hospital = .000 < 0.05 / Good
facility provided at HK hospital. The significance difference relationship with doctors and patients = 0.001 < 0.05 /
of response towards critical care services = .012 < 0.05/ HK Opinion in terms of night time response of doctors = .008 <
provides modern instrumentation to serve customers = 0.05 / Do you agree that doctors are available during
.000<0.05/ Opinion on quality treatment provided by HK emergency = 0.00 < 0.05. Hence calculated value is lesser
hospital = .052 > 0.05 / Good relationship with doctors and than table value i.e., 0.05 respectively.
patients = 0.150 > 0.05 / Opinion in terms of night time
response of doctors = .006 < 0.05 / Do you agree that Table 5: Perception of Customer (Occupation) on Facility
doctors are available during emergency = 0.049 < 0.05. Excellence Provided at HK Hospital
Hence calculated value is lesser than table value i.e., 0.05 Sl.No Particular Result
respectively. What is your response towards critical Df = 4, P < 0.05,
1
care services Sig - .000
Table 3: Perception of Customer (Age) On Facility Excellence Whether HK provides modern Df = 4, P < 0.05,
Provided At HK Hospital 2
instrumentation to serve customers Sig - .001
Sl.No Particular RESULT What is your opinion on quality treatment Df = 4, P <
3
provided by HK hospital 0.05,Sig - .000
What is your response towards critical Df = 4, P < 0.05,
1 There is a good relationship with doctors Df = 4, P < 0.05,
care services Sig - .000 4
and patients. Sig - .001
Whether HK provides modern Df = 4, P < 0.05,
2 What is your opinion in terms of night Df = 4, P < 0.05,
instrumentation to serve customers Sig - .000 5
time response of doctors Sig - .000
What is your opinion on quality Df = 4, P <
3 Do you agree that doctors are available Df = 4, P < 0.05,
treatment provided by HK hospital 0.05,Sig - .000 6
during emergency Sig - .002
There is a good relationship with Df = 4, P < 0.05,
4
doctors and patients. Sig - .000
What is your opinion in terms of night Df = 4, P < 0.05, Interpretation
5 The above table explains that details there is significant
time response of doctors Sig - .000
Do you agree that doctors are available Df = 4, P < 0.05, association between Occupation of respondents and
6
during emergency Sig - .000 excellence facility provided at HK hospital. The
significance difference of response towards critical care
Interpretation services = .000< 0.05/ HK provides modern instrumentation
The above table explains that details there is significant to serve customers = .001 < 0.05/ Opinion on quality

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International Journal of Commerce and Management Research

treatment provided by HK hospital = .000 < 0.05 / Good
relationship with doctors and patients = 0.001 < 0.05 /
Opinion in terms of night time response of doctors = .000 <
0.05 / Do you agree that doctors are available during
emergency = 0.02 < 0.05. Hence calculated value is lesser
than table value i.e., 0.05 respectively.
= .890>0.05/ level of satisfaction of care quality perceived
from the hospital = .031 < 0.05 / Opinion on security guards
treat customers/patients in HK hospital = 0.111 > 0.05 /
Rating on the overall care quality provided by HK hospital
= .000 < 0.05. Hence calculated value is lesser than table
value i.e., 0.05 respectively.

Table 6: Perception of Customer (Monthly Income) on Facility Table 8: Perception of customer (Age) on the level of satisfaction
Excellence Provided at Hk Hospital at HK hospital
Sl.No Particular Result Sl.No Particular Result
What is your response towards critical Df = 4, P < 0.05, What is your level of satisfaction about Df = 4, P <
1 1
care services Sig - .000 emergency services 0.05, Sig - .000
Whether HK provides modern Df = 4, P < 0.05, What is extent to which the expectations of Df = 4, P <
2 2
instrumentation to serve customers Sig - .000 the patients are met 0.05, Sig - .010
What is your opinion on quality Df = 4, P < What is your level of satisfaction of care Df = 4, P <
3 3
treatment provided by HK hospital 0.05,Sig - .000 quality perceived from the hospital 0.05,Sig - .000
There is a good relationship with Df = 4, P < 0.05, How does the security guards treat Df = 4, P <
4 4
doctors and patients. Sig - .000 customers/patients in HK hospital 0.05, Sig - .000
What is your opinion in terms of night Df = 4, P < 0.05, Rate the overall care quality provided by Df = 4, P <
5 5
time response of doctors Sig - .000 HK hospital 0.05, Sig - .000
Do you agree that doctors are available Df = 4, P < 0.05,
6
during emergency Sig - .000 Interpretation
The above table explains that details there is significant
Interpretation association between Age group of respondents and level of
The above table explains that details there is significant customer satisfaction provided at HK hospital. The
association between monthly income of respondents and significance difference of response towards emergency
excellence facility provided at HK hospital. The services = .000 < 0.05/ expectations of the patients are met
significance difference of response towards critical care = .010<0.05/ level of satisfaction of care quality perceived
services = .000< 0.05/ HK provides modern instrumentation from the hospital = .000 < 0.05 / Opinion on security guards
to serve customers = .000 < 0.05/ Opinion on quality treat customers/patients in HK hospital = 0.00 <0.05 /
treatment provided by HK hospital = .000 < 0.05 / Good Rating on the overall care quality provided by HK hospital
relationship with doctors and patients = 0.00 < 0.05 / = .000 < 0.05. Hence calculated value is lesser than table
Opinion in terms of night time response of doctors = .000 < value i.e., 0.05 respectively.
0.05 / Do you agree that doctors are available during
emergency = 0.00 < 0.05. Hence calculated value is lesser Table 9: Perception of customer (Education Qualification) on the
than table value i.e., 0.05 respectively. level of satisfaction at HK hospital
Sl.No Particular Result
Objective What is your level of satisfaction about Df = 4, P <
To understand the level of customer satisfaction at HK 1
emergency services 0.05, Sig - .002
Hospital. What is extent to which the expectations of Df = 4, P <
2
the patients are met 0.05, Sig - .000
Table 7: Perception of customer (Gender) on the level of What is your level of satisfaction of care Df = 4, P <
satisfaction at HK hospital 3
quality perceived from the hospital 0.05,Sig - .000
Sl.No Particular Result How does the security guards treat Df = 4, P <
4
customers/patients in HK hospital 0.05, Sig - .006
What is your level of satisfaction about Df = 4, P <
1 Rate the overall care quality provided by Df = 4, P <
emergency services 0.05, Sig - .001 5
HK hospital 0.05, Sig - .000
What is extent to which the expectations of Df = 4, P <
2
the patients are met 0.05, Sig - .890
What is your level of satisfaction of care Df = 4, P < Interpretation
3 The above table explains that details there is significant
quality perceived from the hospital 0.05,Sig - .031
How does the security guards treat Df = 4, P < association between Education Qualification of respondents
4
customers/patients in HK hospital 0.05, Sig - .111 and level of customer satisfaction provided at HK hospital.
Rate the overall care quality provided by Df = 4, P < The significance difference of response towards emergency
5
HK hospital 0.05, Sig - .000 services = .002 < 0.05/ expectations of the patients are met
= .000<0.05/ level of satisfaction of care quality perceived
Interpretation from the hospital = .000 <0.05 / Opinion on security guards
The above table explains that details there is significant treat customers/patients in HK hospital = 0.006< 0.05 /
association between Gender of respondents and level of Rating on the overall care quality provided by HK hospital
customer satisfaction provided at HK hospital. The = .000 < 0.05. Hence calculated value is lesser than table
significance difference of response towards emergency value i.e., 0.05 respectively.
services = .001 < 0.05/ expectations of the patients are met

Table 10: Perception of customer (Occupation) on the level of satisfaction at HK hospital

Sl. No Particular Result
1 What is your level of satisfaction about emergency services Df = 4, P < 0.05, Sig - .000

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International Journal of Commerce and Management Research
2 What is extent to which the expectations of the patients are met
3 What is your level of satisfaction of care quality perceived from the hospital
4 How does the security guards treat customers/patients in HK hospital
5 Rate the overall care quality provided by HK hospital
Interpretation
The above table explains that details there is significant
association between Occupation of respondents and level of
customer satisfaction provided at HK hospital. The
significance difference of response towards emergency
services = .000 < 0.05/ expectations of the patients are met
= .021<0.05/ level of satisfaction of care quality perceived
from the hospital = .001 <0.05 / Opinion on security guards
treat customers/patients in HK hospital = 0.00< 0.05 /
Rating on the overall care quality provided by HK hospital
= .001< 0.05. Hence calculated value is lesser than table
value i.e., 0.05 respectively.
Table 11: Perception of customer (Monthly Income) on the level
of satisfaction at HK hospital
Sl.
Particular Result
No
What is your level of satisfaction about Df = 4, P < 0.05,
1
emergency services Sig - .000
2
What is extent to which the expectations of Df = 4, P < 0.05,
the patients are met Sig - .005
What is your level of satisfaction of care Df = 4, P <
3
quality perceived from the hospital 0.05,Sig - .000
How does the security guards treat Df = 4, P < 0.05,
4
customers/patients in HK hospital Sig - .000
Rate the overall care quality provided by Df = 4, P < 0.05,
5 0.00 < 0.05. Hence calculated value is lesser than table
HK hospital Sig - .000
Interpretation
The above table explains that details there is significant
association between Monthly income of respondents and
level of customer satisfaction provided at HK hospital. The
significance difference of response towards emergency
services = .000 < 0.05/ expectations of the patients are met
= .005<0.05/ level of satisfaction of care quality perceived
from the hospital = .000<0.05 / Opinion on security guards
treat customers/patients in HK hospital = 0.00< 0.05 /
Rating on the overall care quality provided by HK hospital
= .000< 0.05. Hence calculated value is lesser than table
value i.e., 0.05 respectively.
Findings
 The above table explains that details there is significant
association between Gender of respondents and
excellence facility provided at HK hospital. The
significance difference of response towards critical care
services = .012 < 0.05/ HK provides modern
instrumentation to serve customers = .000<0.05/
Opinion on quality treatment provided by HK hospital
= .052 > 0.05 / Good relationship with doctors and
patients = 0.150 > 0.05 / Opinion in terms of night time
response of doctors = .006 < 0.05 / Do you agree that
doctors are available during emergency = 0.049 < 0.05.
Hence calculated value is lesser than table value i.e.,
0.05 respectively. Hence Alternative hypothesis is
accepted. i.e., there is a Perception of Customer
(Demographic factors) On Facility Excellence Provided
at Hk Hospital.
 The above table explains that details there is significant
association between Age group of respondents and
Df = 4, P < 0.05, Sig - .021
Df = 4, P < 0.05,Sig - .001
Df = 4, P < 0.05, Sig - .000
Df = 4, P < 0.05, Sig - .001
excellence facility provided at HK hospital. The
significance difference of response towards critical care
services = .000 < 0.05/ HK provides modern
instrumentation to serve customers = .000<0.05/
Opinion on quality treatment provided by HK hospital
= .000<0.05 / Good relationship with doctors and
patients = 0.00 < 0.05 / Opinion in terms of night time
response of doctors = .000< 0.05 / Do you agree that
doctors are available during emergency = 0.00 < 0.05.
Hence calculated value is lesser than table value i.e.,
0.05 respectively. Hence Alternative hypothesis is
accepted i.e., there is a Perception of Customer
(Demographic factors) On Facility Excellence Provided
at Hk Hospital.
 The above table explains that details there is significant
association between Education Qualification of
respondents and excellence facility provided at HK
hospital. The significance difference of response
towards critical care services = .001< 0.05/ HK
provides modern instrumentation to serve customers =
.000 < 0.05/ Opinion on quality treatment provided by
HK hospital = .000 < 0.05 / Good relationship with
doctors and patients = 0.001 < 0.05 / Opinion in terms
of night time response of doctors = .008 < 0.05 / Do
you agree that doctors are available during emergency =
value i.e., 0.05 respectively. Hence Alternative
hypothesis is accepted. i.e., there is a Perception of
Customer (Demographic factors) On Facility
Excellence Provided at Hk Hospital.
 The above table explains that details there is significant
association between Occupation of respondents and
excellence facility provided at HK hospital. The
significance difference of response towards critical care
services = .000< 0.05/ HK provides modern
instrumentation to serve customers = .001 < 0.05/
Opinion on quality treatment provided by HK hospital
= .000 < 0.05 / Good relationship with doctors and
patients = 0.001 < 0.05 / Opinion in terms of night time
response of doctors = .000 < 0.05 / Do you agree that
doctors are available during emergency = 0.02 < 0.05.
Hence calculated value is lesser than table value i.e.,
0.05 respectively Hence Alternative hypothesis is
accepted. i.e., there is a Perception of Customer
(Demographic factors) On Facility Excellence Provided
at Hk Hospital.
 The above table explains that details there is significant
association between monthly income of respondents
and excellence facility provided at HK hospital. The
significance difference of response towards critical care
services = .000< 0.05/ HK provides modern
instrumentation to serve customers = .000 < 0.05/
Opinion on quality treatment provided by HK hospital
= .000 < 0.05 / Good relationship with doctors and
patients = 0.00 < 0.05 / Opinion in terms of night time
response of doctors = .000 < 0.05 / Do you agree that
doctors are available during emergency = 0.00 < 0.05.
Hence calculated value is lesser than table value i.e.,
0.05 respectively. Hence Alternative hypothesis is
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International Journal of Commerce and Management Research
accepted. i.e., there is a Perception of Customer
(Demographic factors) On Facility Excellence Provided
at Hk Hospital.
 The above table explains that details there is significant
association between Gender of respondents and level of
customer satisfaction provided at HK hospital. The
significance difference of response towards emergency
services = .001 < 0.05/ expectations of the patients are
met = .890>0.05/ level of satisfaction of care quality
perceived from the hospital = .031 < 0.05 / Opinion on
security guards treat customers/patients in HK hospital
= 0.111 > 0.05 / Rating on the overall care quality
provided by HK hospital = .000 < 0.05. Hence
calculated value is lesser than table value i.e., 0.05
respectively. Hence Alternative hypothesis is accepted.
i.e., there is a Perception of Customer (Demographic
factors) On Facility Excellence Provided at Hk
Hospital.
 The above table explains that details there is significant
association between Age group of respondents and
level of customer satisfaction provided at HK hospital.
The significance difference of response towards
emergency services = .000 < 0.05/ expectations of the
patients are met = .010<0.05/ level of satisfaction of
care quality perceived from the hospital = .000 < 0.05 /
Opinion on security guards treat customers/patients in
HK hospital = 0.00 <0.05 / Rating on the overall care
quality provided by HK hospital = .000 < 0.05. Hence
calculated value is lesser than table value i.e., 0.05
respectively. Hence Alternative hypothesis is accepted.
i.e., there is a Perception of Customer (Demographic
factors) On Facility Excellence Provided at Hk
Hospital.
 The above table explains that details there is significant
association between Education Qualification of
respondents and level of customer satisfaction provided
at HK hospital. The significance difference of response
towards emergency services = .002 < 0.05/ expectations
of the patients are met = .000<0.05/ level of satisfaction
of care quality perceived from the hospital = .000 <0.05
/ Opinion on security guards treat customers/patients in
HK hospital = 0.006< 0.05 / Rating on the overall care
quality provided by HK hospital = .000 < 0.05. Hence
calculated value is lesser than table value i.e., 0.05
respectively. Hence Alternative hypothesis is accepted.
i.e., there is a Perception of Customer (Demographic
factors) On Facility Excellence Provided at Hk
Hospital.
 The above table explains that details there is significant
association between Occupation of respondents and
level of customer satisfaction provided at HK hospital.
The significance difference of response towards
emergency services = .000 < 0.05/ expectations of the
patients are met = .021<0.05/ level of satisfaction of
care quality perceived from the hospital = .001 <0.05 /
Opinion on security guards treat customers/patients in
HK hospital = 0.00< 0.05 / Rating on the overall care
quality provided by HK hospital = .001< 0.05. Hence
calculated value is lesser than table value i.e., 0.05
respectively. Hence Alternative hypothesis is accepted.
i.e., there is a Perception of Customer (Demographic
factors) On Facility Excellence Provided at Hk
Hospital.
 The above table explains that details there is significant
association between Monthly income of respondents
and level of customer satisfaction provided at HK
hospital. The significance difference of response
towards emergency services = .000 < 0.05/ expectations
of the patients are met = .005<0.05/ level of satisfaction
of care quality perceived from the hospital = .000<0.05
/ Opinion on security guards treat customers/patients in
HK hospital = 0.00< 0.05 / Rating on the overall care
quality provided by HK hospital = .000< 0.05. Hence
calculated value is lesser than table value i.e., 0.05
respectively. Hence Alternative hypothesis is accepted.
i.e., there is a Perception of Customer (Demographic
factors) On Facility Excellence Provided at Hk
Hospital.
 From the above table and graph demonstrates the
gender of the clients and patients. 56% of patients are
male and 44% of the patients are female.
 From the above table and diagram it shows the
percentage of age group of respondents. 10% of the age
group belong to below 20, 20% of the age group are 20-
30, 30% of the age group belong to 30-40, 40% are of
above 40.
 From the above table and graph we can get to know
about the education qualification of the respondents.
40% of the respondents belong to up to SSLC, 30% of
them belong to PUC, 16% of them are graduates and
14% are post graduates.
 From the above table and graph we can get to know
about the occupation of the respondents. The table says
that 6% of the respondents are students, 46% of the
respondents are employed, 40% of the respondents are
self-employed and 8% of the respondents are
professional
 The above table and graph shows the monthly income
percentage of the respondents. 34% of the respondent’s
monthly income is below 10.000, 10% of the
respondent’s monthly income are 10,000 - 20,000, 30%
of the respondents monthly income lies between 20,000
and 30,000, 20% of the respondents monthly income is
between 30,000 and 40,000, 6% of the respondents
monthly income is above 40,000.
Suggestions
As per the survey conducted I noticed some points which I
suggest to overcome those elements. My objective of
conducting this survey is to know whether the hospital has
been providing the excellence facility or not and the level of
customer satisfaction have been fulfilled or not. Through the
survey conducted I got response that the quality treatment
provided at HK has to be improved. Some of them has
responded that there is lack between doctor and patients
relationship. Respondents says that the expectations are not
met according to their expectations so I suggest that has to
be improved as hospital industry is a service organization
where customer expectations have to be met. I even found
that sometimes the security guard will not treat the
customers politely he is rude sometimes that has to be taken
care as a small thing may became a negative mark to the
sector.
Limitations of the study
Without good health, it’s difficult to enjoy the rest of what
life has to offer.
 The review was conducted only for period of a month
6
International Journal of Commerce and Management Research

duration.
 The study is carried out only among the patients of HK
Hospital.
 The sample was taken on the basis of convenience.
 Sample size limited for 50 only.

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