SUMMER TRANING PROJECT REPORT

ON

Satisfaction of customer with services of Apollo

Submitted to-

Jiwaji University Gwalior

For the partial fulfillment of the award of

Master of Business Administration

(2012-2014)

Submitted by-

Varun Gupta

PRESTIGE INSTITUTE OF MANAGEMENT, GWALIOR (M.P)

Airport Road, Near Deen Dayal Nagar, Gwalior-474020

Email: info@prestigegwl.org;

DECLARATION

This is declare that the project Report entitled “Satisfaction of customer with

services of ApolloGwalior” has been accomplished by Varun Gupta and being

submitted partial fulfillment of requirement for the award of the degree of “Master of

Business Administration” from Prestige Institute of Management, Gwalior affiliates to

Jiwaji University, Gwalior. This work has not been submitted by us anywhere else for

the award of any degree or diploma. All sources of information and help have been

mentioned and acknowledged.

Date: - Varun gupta

Place:-Gwalior M.B.A.2ndsem.

Roll-No- 58

CERTIFICATE

This is to certify that Varun Gupta students of MBA 2ND semester, Prestige

Institute of Management have successfully completed her project report

entitled “Satisfaction of customer with services of Apollo” For the partial

fulfillment of requirement for the award of the degree of “Master of

Business Administration. He had made her report under my guidance and

supervision with utmost sincerity & loyalty.

 

Signature…….............

(Faculty Guide)

PROF. SHILPA SALKPAL

    

     

    

ACKNOWLEDGEMENT

We are extremely grateful and remain indebted to our guide Mr. Kamal Modi

(Operations Manager at Apollo Clinic) and Mrs. Monika Chaturvedi for giving

me opportunity to work under his guidance on project report on

“Satisfaction of customer with services of Apollo”. I am grateful to him

for giving me the valuable time & suggestion in the execution of project

work.

Varun gupta

M.B.A. 2nd Sem.

TABLE OF CONTENT

History of the organization.

Objective of Apollo clinic

Organizational Structure (Apollo clinic)

About Apollo group

Patent Care

Industry profile

Ancient Asia

Infrastructure

Electrical

About Apollo clinic

Information

Apollo group brands

Corporate social responsibility

Apollo Hospital in India

INTRODUCTION

OBJECTIVE

ELEMENTS

BASIC NEEDS OF CUSTOMER

LITERATURE REVIEW

Suggestion

Data collection

CONCLUSION

References

Annexure

Questionnaires

INTRODUCTION

I am very happy that I have been doing this project in Apollo clinic in Gwalior, this is

a project done on topic “Satisfaction of customer with services of Apollo”

HISTORY OF THE ORGANIZATION

Apollo Health and Lifestyle Limited (AHLL), a wholly owned subsidiary of the Apollo

Hospitals Group, is headquartered in Hyderabad. It was founded in 2002 with the aim “to

bring healthcare of international standards within the reach of every individual.” To

achieve this, AHLL, is establishing a standardized large network of The Apollo Clinics

across the country with over 90 clinics operational all over India. As a part of the Apollo

group's objective to expand its operations, a number of similar clinics will be set up

overseas as well.

The Apollo Group is uniquely positioned to continue to be the largest corporate player in

the healthcare sector in South Asia.

The Apollo Clinic addresses the day-to-day healthcare needs of families, community,

corporate houses and society and aim to turn first port of call for any healthcare needs.

The clinic offers a complete range of services like - Consultation with specialists, the

state of the art medical equipment to ensure accurate diagnostic reports, Well-stocked 24-

hour pharmacy. The ambience and environment of the clinics is non - hospital to make

the experience soother. All this with the experience, expertise, skills, warmth and care

unique only to the Apollo Hospitals make a visit to The Apollo Clinics a truly satisfying

experience.

OBJECTIVES OF APOLLO CLINIC

Each of the Apollo Clinics is committed to provide consistently superior quality health

care services to address the day-to-day health care needs of the family. To maximize

convenience and comfort, The Apollo Clinic is an integrated model and offers facilities

for Specialist Consultation, Diagnostics, Preventive Health Checks and 24-hour

Pharmacy, all under one roof. The Clinic also pioneers in a range of value added services

such as counseling on various lifestyle parameters. The Apollo Clinic is your new

neighborhood clinic.

Not only is it complete healthcare under one roof, The Apollo Clinic also plays a role in

empowering customers with adequate knowledge regarding their health. The Apollo

Clinic organizes camps and talks in order to achieve this.

ORGANIZATIONAL STRUCTURE (THE APOLLO CLINIC)

Director

Center Manager

Marketing Manager Admin.Manager Operation

Manager

PRO ACCOUNTANT DOCTORS

(PUBLIC RELATION MANAGER) HOUSEKEEPING LAB STAFF

NURSING STAFF CUSTOMER CARE STAFF

SALES EXECUTIVE SECURITY & MAINTENANCE RADIOLOGY STAFF

DENTAL UNIT

PHARMACY

ABOUT APOLLO GROUP

A venture that started & Nurtured by Dr. Prathap C Reddy, the founder Chairman of

Apollo Group, until the point of inflection happened in 1983. A young man succumbing

to an ailing hear

It was what it took to ignite Dr. Reddy's vision into a reality - a vision where quality

healthcare was given, where the pursuit of clinical excellence was daily endeavor, India a

hub in the medical tourism map and where the Apollo family touches and enriches lives

every minute, every day.

Today, with over 8500 beds across 50 hospitals, and a significant presence at every

touch-point of the medical value chain, Apollo Hospitals is one of Asia’s largest

healthcare groups. Commenced as a 150 bed hospital, today the group has grown

exponentially both in India and overseas. Its growth is often said to be synonymous with

India emerging as a major hub in global healthcare.

Apollo Group is driven by a single thrust, to provide the best standards of patient care. It

is this passion that has lead to the development of unique centers of excellence across

medical disciplines, within the Apollo Hospitals network. Apollo Hospitals has JCI

accreditations for 7 of its hospitals, the largest by any hospital group in the region.

True to its founding principles, the group has made quality healthcare accessible to the

people of India, and even overseas. It has become an institution of trust, and a beacon of

hope to so many searching for a cure for their ailments.

The legacy of touching and enriching lives stems from the pillars of the Apollo

philosophy - experience, excellence, expertise and research. We pride ourselves for

constantly being on the cutting edge, and going the extra mile to stay relevant and

revolutionary.

The Apollo Group is the pioneer of integrated healthcare delivery in India. This vision

led the group to earmark time and resources to strengthen each vital cog in the process of

healthcare delivery. As a result of these efforts, the group today is in a unique position to

exponentially increase its healthcare cover. This will be critical in order to meet future

requirements.

Apollo Group, today, is an integrated healthcare organization with owned and managed

hospitals, diagnostic clinics, dispensing pharmacies and consultancy services. In addition,

the group’s service offerings include healthcare at the patient’s doorstep, clinical &

diagnostic services, medical business process outsourcing, third party administration

services and health insurance. To enhance performance and service to customers, the

company also makes available the services to support business, telemedicine services,

education, training programs & research services and a host of other non-profit projects.

PATIENT CARE

 

Centers of ExcellenceApollo Hospitals has dedicated Centers of Excellence for several key specialties and

super-specialties. They are unique and state of the art facilities spread across several of

the Apollo hospital locations.

Care Apollo

Hospitals have consistently led game-changing developments by introducing the latest

cutting-edge treatments and technology on par with the most renowned International

health care providers.

International PatientsA dedicated International Patients Division takes special care of our patients from around

the world. We help you every step of the way.

Request InformationRequest an appointment with the doctor of your choice, online. Apollo Hospitals is

always looking to make things easier for you.

Pay OnlinePay from the convenience of your home. Apollo Hospitals gives you the option to pay online.

Give your feedbackWe place great importance to your feedback and suggestions. Therefore, we would like to

hear about your experience at Apollo Hospitals and understand if we met your

expectations.

Value Added ServicesWe strive to constantly meet all your health care requirements. Here is a collection of

unique value added services that we offer to you. We hope they prove beneficial to you!

INDUSTRY PROFILE

A hospital is an institute for healthcare providing care treatment by specialized staff and

equipment and often but not always providing for longer term patient stays.

Today, hospitals are usually funded by the state, health organizations including direct

charitable donations. In history, however, they were often founded and funded by

religious orders or charitable individuals and leaders. Similarly, modern-day hospitals are

largely staffed by professional physicians, surgeons and nurses, whereas in history, this

work was usually done by the founding religious orders or by volunteers.

.

Ancient Asia

 The Sinhalese (Sri Lankan) are perhaps responsible for introducing the concept of

dedicated hospitals to the world. According to the Mahavamsa the ancient chronicle of

Sinhalese royalty written in the 6th century A.D.,

King Pandukabhaya (4th century BC) had lying homes and hospitals (Sivikasotthi-Sala)

built in various parts of the country. This is the earliest documentary evidence we have

of institutions specifically dedicated to the care of the sick anywhere in the

world.Mihintale Hospital is perhaps the oldest in the world. Institutions created

specifically to care for the ill also appeared early in India. King Atoka is said to have

founded at least 18 hospitals ca. 230 BC, with physicians and nursing staff, the expense

being borne by the royal treasury. However, there are historians who strictly dispute the

claim that Ashoka built any hospitals at all, and argue that it is based on a mistranslation,

with references to 'rest houses' being mistaken for hospitals. The error is thought to have

occurred because similar edicts and records talk of Ashoka importing medicinal supplies.

Infrastructure

The surgical, special procedures, radiological, intensive care unit, and patient rooms

typically have medical gases, emergency and normal electrical power; and heating, air

conditioning and ventilation systems.

Electrical

 The reliability of the electrical power systems that serve a hospital is important. In order

to    provide higher electrical reliability, the National Institutes of Health, NIH, requires

that all secondary substations> 500 kVA at their Bethesda, MD campus be the spot

network type. The spot network substations cost more than other arrangements.

Information

Pneumatic tube conveying systems are often used to move the actual paper prescriptions

for  medicines to the Pharmacies, and to move medicines, especially intra-venous, IV,

bags to the patient care rooms. Tissue sample scan be sent to the Laboratory. Medical

notes can be transcribed, printed, and then transported via a Pneumatic Tube Conveying

system.

As measured  by the weight of the item be transferred, the 15 cm (6”) diameter tube

systems have about 225% of the lifting and moving capacity of a 10 cm (4”) system.

When the seals are new, the 10 cm tube carriers will move a 1 kg (2+ pounds) IV bag.

But when the seals on the tube carriers are

worn, the tubes can stop moving in the piping, and require a trained technician to recover

the tube carrier.

APOLLO GROUP BRANDS:-

Apollo Clinics

Apollo Telemedicine Networking Foundation & Apollo TeleHealth

Services

Apollo Munich Health Insurance

Apollo Health street

Med Varsity

Apollo Hospitals Education & Research Foundation

Apollo Pharmacy

The Cradle

Apollo Life

CORPORATE SOCIAL RESPONSIBILITY

Our mission is to touch a billion lives. We strive to reach out to people from every walk

of life and do our bit to help them stay healthy. Apart from the major social initiatives

and programmers that Apollo hospital has initiated, every individual hospital in the group

does its bit for the community it serves. Every member of the Apollo family is committed

to provide care and solace to the people in their location and in this section, we are proud

to present the various community service events that take place in our hospitals

"Save" India campaign, Apollo hospitals,

Apollo launched its "SAVE" India Campaign. This is a comprehensive vascular

screening programmed to increase awareness about the ailments of stroke, aneurysm and

vascular disease, evaluation to prevent disability or death due to stroke, aneurysm rupture

or leg ulcers or gangrene.

Plant a tree this monsoon" Campaign, Apollo Hospitals

In an endeavor to spread awareness about eco-friendly environment and to emphasize the

importance of clean and green surroundings, on the occasion of the 15th Anniversary,

Apollo Hospitals, New Delhi in support with the Green Leap Delhi Campaign planted

500 plants / saplings at the hospital on 27th July 2011 with Senior Team of the Apollo

Hospital Management. This plantation drive was not about planting trees, but also aimed

to bring people together and motivate the community to take necessary possible steps

towards a healthy environment.

ABOUT APOLLO CLINIC

The Apollo Clinic Gwalior represents a philosophy of health care that emphasizes active

partnerships between neighborhood community and our doctors. We believe working

with people to keep them healthy is as important as making them well. We value

prevention as a key component of comprehensive care - reducing the risks of illness and

helping to treat small problems before they can become more severe. 

The Apollo Clinic Gwalior provides a range of services to meet all your day-to-day

healthcare needs:

Specialist and Super-Specialist Consultations

We have a panel of Specialties that include Internal Medicine, Gynecology, Pediatrics,

Cardiology, Urology, Orthopedics, Neurology, Dermatology, Gastroenterology,

Dentistry, Oncology, Endocrinology, ENT, Paleontology, and many others. 

Apollo Preventive Health Checks

Good health is a body in harmony. Good health, however, cannot be taken for granted. It

can be easily lost through undetected disease and unhealthy lifestyles. Our ranges of

Preventive Health Checks are comprehensive and designed by expert panel of Apollo

doctors. Over five lakh people have already discovered the benefits of Apollo Preventive

Health Checks across the country.

DIAGNOSTIC SERVICES

The Apollo Clinic Gwalior offers a comprehensive range of basic and advanced

diagnostic services backed with our years of experience in advancement in medical

technology and truly world-class equipment be it something as simple as the imported

weighing machine or the advanced auto-analyzer in laboratory.

DENTAL CLINIC

Our experienced panel of dentists use highly advanced and latest dental equipment to

serve all your dental needs.

CORPORATE SERVICES

The Apollo Clinic Gwalior provides a range of customized healthcare services tailored

specifically to the needs of each individual company.

APOLLO CLINIC PHARMACY

The Pharmacy at our clinic is well-stocked and offers a free (limited areas) home delivery

service for ultimate customer convenience and comfort.

HOSPITALS IN INDIA

Ahmadabad

Bangalore

Hyderabad

Kolkata

Aragonda

Bhubaneswar

Bilaspur

Kakinada

Karur

Lavasa

Madurai

Mysore

Vishakhapatnam

Name of the CEO Md etc

Dr. Prathap C Reddy

Chairman, Apollo Hospitals Group Dr. Preetha Reddy

Managing Director, Apollo Hospitals Enterprise Limited Ms. Suneeta Reddy

Joint Managing Director, Apollo Hospitals Group Ms. Sangita Reddy

Executive Director - Operations, Apollo Hospitals GroupsMs. Shobana KamineniExecutive Director - New Initiatives, Apollo Hospitals Enterprise Limited

Introduction:

Customer satisfaction research in a manner expanding upon more general treatises.

Whereas the field has been studied from many perspectives, the most common appearing

in the areas of customer satisfaction surveys and customer satisfaction strategy, an

alternative approach will be proposed. Most typically, works on customer satisfaction

survey measurement take the form of “how to form scales and summarize results,” and

those on customer satisfaction strategy take the form of “how to generate satisfied

customers and alleviate dissatisfaction.” While these are worthy endeavors, it remains

that little in-depth analysis has been performed on conceptually-based managerially

actionable strategies within the satisfaction response.

Patient satisfaction survey is a process of determining the level of current services offered

and identifying opportunities for business. The study could cover all hospitals / clinics

and a performance measure could be determined.

Everyone is a customer. Each person involved in a work process is at one time a

customer of someone and a supplier to someone else. For example, when conducting

video fluoroscopy to complete a swallowing study, you are a customer of the equipment

manufacturer and the radiologist technologist, and a supplier to the patient/family and the

patient’s physician. Customer satisfaction, then, is achieved by managing these sequential

relationships while providing high quality care.

Satisfaction is an ill-defined concept which has been measured in

many different ways. Generally recognized as multidimensional in

nature, there is no consensus on which domains should be included or

which are less important. Patients' satisfaction is sometimes treated

as an outcome measure, i.e., satisfaction with health status following

treatment, and sometimes as a process measure, i.e., satisfaction with

the way in which care was delivered. Satisfaction ratings reflect three

variables:

OBJECTIVES:

To assess the consumer satisfaction regarding the services provided in our

outpatient department in terms of clinical care, availability of services,

waiting time, and cost.

Key elements ofcustomers'satisfaction/dissatisfaction:

1. Expectations: The customers come to private clinics with high expectation of satisfaction because they pay more than the meager fees of govt. hospitals which are notorious for apathy. They naturally develop expectations about high quality service in the private sector. These expectations are carried forward and again reinforced at the time of visit by the patients.

2.   Performance:  During the usage of services, the customer experiences the actual quality and perceives its performance and therefore their feedback is very important to us.

3. Comparison : Customers compare their experience after usage with pre-usage expectations.

4. Confirmation/Disconfirmation:  Comparison of expectations with actual performance results in satisfaction or dissatisfaction.

5. Discrepancy: If the performance levels are not equal, it will end up in discrepancy.

BASIC NEEDS OF CUSTOMERS

Research in the field of clinical psychology has identified 10 basic needs that

motivate customers and influence their actions:

1. Customers need to feel in control.

2. Customers need to feel that their actions are directed towards their goals.

3. Customers like to feel good about them and want to interact with those who can

help them accomplish this.

4. Customers want to be treated fairly and appropriately.

5. Customers want their suppliers to be friendly and warm, which engenders trust

and confidence.

6. Customers want to know what is happening and why.

7. Customers want to feel safe and secure.

8. Customers like the approval of others.

9. Customers want to feel important, recognized, and appreciated.

10. Customers need a sense of belonging; they like to identify with organizations.

These basic needs help us to understand the psychodynamics of behavior. Thus,

their acknowledgment forms the foundation of customer service.

LITERATURE REVIEW

Mayer David M. Earhart Markg. & Schneider Benjamin (2009). In their research

paper “services attribute boundary condition of the services climate – customer

satisfaction link stated that a services climate is likely to m be most important

when then services being delivered is truly pure services – One requiring high

degree of services intangibility, & requiring services employee to work

interdependently.

C.Boshoff & b. Gray (2004) in their research paper “the relationship between

services quality customer satisfaction& buying intentions in the Apollo clinic that

perceptions of loyalty can also be enhanced by ensuring satisfaction with

transaction, specific dimensions of the services rendered. The customers evaluate

the physical environment (tangible) positively; the more likely they are to remain

loyal. Satisfaction with the staff is the strongest predictor of cumulative

satisfaction & that some part variation in the dependent variable (loyalty).

Jung Minsoo, Lee Keon-Hyung & choi Mankyu (2009) in their research paper

“Perceived Services Quality among outpatients visiting hospitals & clinic & their

willingness to Re-utilize the some medical institutions” state that the determining

factor general satisfaction with medical services are as follows; Medical staff,

reasonability of payments, comfort & accessibility. Such result may involve

increased competition in the medical market & increased demands for quality,

medical services which drive the patients to visit hospital on their own on the basis

of changed determining factors for satisfactions.

Omar, Nazri, Abu & Omar (2009) in their research paper perceived services

quality, satisfaction & trust of a childcare centre: Implication on loyalty”.explares

the relationship between satisfaction, trust & loyalty. They stated that perceived

services quality is positively related to parent satisfaction & trust & in turn

satisfaction is the most influential determinant of trust & explains that trust holds

a pre-eminent role in the formation of loyalty. They also stated that satisfaction

has no direct impact on loyalty.

Research by centre for the study of social policy (2007) on “customer satisfaction”

enlighten about the importance of customer satisfaction & services quality &

research identifies that services quality is so important for customers.

Cho Chul-Ho , Kim Buying –ll & Hyun jae-hoon (2010) in their research paper “A

comparative analysis of the ports of incheon & Shanghai: The cognitive services

quality of ports, customer satisfaction, and post – behavior” stated that a shift in

the factors of cognitive services quality for customer satisfaction- from traditional

endogenous quality to exogenous and relational quality. They introduced three

dimension of port services quality in order to identify their effect on customer

satisfaction, loyalty, and referral intentions.

Service quality has become an important research topic in view of its significant relationship to costs (Crosby, 1979), profitability (Buzzell and Gale, 1987; Rust and Zahorik, 1993; Zahorik and Rust, 1992), customer satisfaction (Bolton and Drew 1991; Boulding et al, 1993), customer retention (Reichheld and Sasser, 1990), and service guarantee (Kandampully and Butler, 2001). Service quality has also become recognised as a driver of corporate marketing and financial performance (Buttle, 1996).

Service quality also affects customer satisfaction. A popular definition of service quality proposed by Berry et al. (1988) is ‘conformance to customer specifications’—that is, it is the customer’s definition of quality that matters, not that of management. Evans and Lindsay (1999) proposed the view that customer satisfaction results from the provision of goods and services that meet or exceed customer needs. Although it is widely acknowledged that there is a need for quality indicators of patient satisfaction with medical care, very little research in this area exists (BermanBrown and Bell, 1998).

According to Oliver (1997) Consumer Satisfaction is a judgment that a product or service feature or the product or service itself, provided (or is providing) a pleasurable level of consumption related fulfillment including levels of under or over fulfillment. Westbrook (1987) defined satisfaction as a “Global evaluative judgment about product usage consumption”

Che-Ha and Hashim (2007) in their research paper “Brand Equity, Customer

satisfaction & loyalty; Malaysian Banking Sector “ stated that the key to success in

services marketing is brand and brands that are high in brand equity are

organization powerful assets and they can lead to customer satisfaction and

customer loyalty.

Pirc (2008) in his dissertation on “Determinants, contexts,and measurement of

customer loyalty” addresses how determinants differ in their influence on

customer loyalty and explains different determinants for loyalty in his

dissertation.

Bedi (2010) in his study on “An Integrated Framework For Services Quality,

customer satisfaction and Behavioral Responses in Indian Banking Industry- A

Comparison of public and private Sector Banks” indicated that services quality is

a significant determinants of customer satisfaction and found different dimension

of services quality to be statistically significant.

Iba N~ Ez, Hartmann and Calvo (2006) in their study on “Antecedents of

customer loyalty in residential energy Markets: Services Quality, Satisfaction.

Trust and Switching cost” explained that services process quality is a ‘satisfying’

or ‘motivating factors’, given its potential to enhance residential customer

satisfaction and indicate that significant effects only of services process quality on

satisfaction and, indirectly, on customers loyalty. They suggested that to enhance

customer satisfaction it is necessary to concentrate on services process quality.

They also showed the dependence of the loyalty much on trust and switching cost

as on customer satisfaction. They argued that customer satisfaction is necessary,

but not sufficient to predict customer loyalty.

Hernon, Nitecki and Altman (1999) in their study on “services Quality and

customer satisfaction: An Assessment and Future Directions” showed the

importance of analysis of services quality and customer satisfaction and explain

the importance of Services quality which is to be understood. They explained the

linkage of services quality and customer satisfaction and showed that satisfied and

delighted customer fosters customer loyalty.

Quyang (2010) in his research journal “Relationship between the Financial

Consultants ‘Services Quality and Customer Trust after financial tsunami”

explains that the services quality and the customer satisfaction did not have a diect

effect on customer loyalty; they did have an indirect influence on customer loyalty

via the trust relations and the customer degree of satisfaction.

Grewal, Chandrashekaran and Citrin (2010) in their study on “customer

satisfaction Heterogeneity and Shareholder Value” stated that services quality and

advertising affect not only the level of the customer satisfaction but also the

heterogeneity in customer satisfaction. They found that at the bottom line, services

quality and advertising have dual effects on customer satisfaction level and

heterogeneity. Consequently, it is important for academics and managers to

recognize not only that firm tactics and strategies effects customer judgments’,

such as satisfaction, but also the heterogeneity in this market place asset.

SUGGESTIONS

In Apollo hospital there is a shortage of a staff so that we have to increase the staff of

Apollo.

In Apollo hospital way have to wait so much time for getting any report so for that we

have to change the process of getting report so that we are available to get the report in

a limited period of time.

So if there is any major operation in Apollo they shifted patent from one place to

another. So we have to open the ICU in Apollo so the patient are not shifted to another

place.

DATA COLLECTION

Q-1 Are you concern about going to same hospital? Yes/No.

YES70%

NO30%

MALE

YES59%

NO41%

FEMALE

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if they were concerned about going to the same hospital for multiple needs. 70% percent of males said yes and 30% percent of males said no. Similarly, 59%percent of females said yes and 41% percent of females said no.

Q-2 Are you going to regular checkup? Yes /no.

YES71%

NO29%

MALE

YES80%

NO20%

FEMALE

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if they were concerned about going to regular checkup. 71% percent of males said yes and 29% percent of males said no. Similarly, 80% percent of females said yes and 20% percent of females said no.

Q-3. Is the hospital providing you the best service? Yes/No.

YES31%

NO69%

MALE

YES70%

NO30%

FEMALE

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if the providing you the best service. 31% percent of males said yes and 69%percent of males said no. Similarly, 70% percent of females said yes and 30% percent of females said no.

Q-4. Is the hospital providing you the latest technology treatment? Yes/No.

YES65%

NO35%

MALE

YES65%

NO35%

FEMALE

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if they hospital providing you the latest technology treatment. 65% percent of males said yes and 35% percent of males said no. Similarly, 65% percent of females said yes and 35% percent of females said no.

Q-5 Is the hospital has reduced waiting time for out- patent? Yes/No

YES77%

NO23%

MALE

YES23%

NO77%

FEMALE

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if the hospital has reduced waiting time for out- patent. 77%

percent of males said yes and 23%percent of males said no. Similarly, 23% percent of females said yes and 77% percent of females said no.

Q-6. Is the hospital is having enough no. of medical staff to serve the patient? Yes/No.

YES80%

NO20%

MALE

YES80%

NO20%

FEMALE

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if having enough no. of medical staff to serve the patient. 80% percent of males said yes and 20% percent of males said no. Similarly, 80% percent of females said yes and 20% percent of females said no.

Q-7. Is the hospital charging more money for treatment in comparison to other hospital? Yes/No.

YES77%

NO23%

MALE

YES50%

NO50%

FEMALE

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked the hospital charging more money for treatment in comparison to other hospital. 77% percent of males said yes and 23% percent of males said no. Similarly, 50% percent of females said yes and 50% percent of females said no.

Q-8. Is the hospital having enough no.. Of doctors to treat the patient? Yes/No.

YES50%

NO50%

MALE

YES50%

NO50%

FEMALE

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked the hospital having enough no. Of doctors to treat the patient. 50% percent of males said yes and 50% percent of males said no. Similarly, 50% percent of females said yes and 50% percent of females said no.

Q-9. Is the hospital enough no. of rooms for the patient? Yes/No.

YES90%

NO10%

MALE

YES70%

NO30%

FEMALE

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked the hospital enough no. of rooms for the patient. 90% percent of males said yes and 10%percent of males said no. Similarly, 70% percent of females said yes and 30% percent of females said no.

Q-10. Does the hospital have enough medicines available? Yes/No.

YES65%

NO35%

MALE

FEMALE

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked the hospital have enough medicines available. 65%percent of males said yes and 35% percent of males said no. Similarly, 95% percent of females said yes and 5% percent of females said no.

CONCLUSION

Self designed questionnaires were developed for evaluating perceived services quality

corporate image, customer satisfaction & customer loyalty.

According to the consumer's opinion, the study showed good results with respect to

availability and clinical care. Recommendations regarding ways to reduce the time spent

in the pharmacy and the cost of investigations are required to improve consumer

satisfaction.

In the end it can be concluded that perceived services quality , customer satisfaction ,

corporate image has a significant effect on customer loyalty & genders doesn’t differ in

perceived services quality customer satisfaction , corporate image & customer loyalty

in case of hospital . Also customers evaluate perceived services quality differently in

private & public sector hospital & have different satisfaction levels in both private &

public sector hospitals.

References

Bedi M. (2010). An integrated framework for services quality, customer

satisfaction and behavioral response in Indian banking industry—a Comparison

of public and private sector banks, journal of services research, 10(1), (April-

September2010)

C. Boshoff and b. Gray (2004). The relationship between services quality,

customer satisfaction and buying intention in the private hospital industry,

2004,35(4).

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ANNEXURES

QUESTIONNAIRES

I am student of prestige institute of management Gwalior undergoing research

on topic “Satisfaction of customer with services of Apollo” part of MBA course.

You are required to response to the question given below. This information is

so collected will be used for academic purpose only:

1. Are you concern about going to same hospital? Yes/ no

2 . Are you go ing t o r egu l a r checkup? Yes/ no. if yes, specify the name –

3. If yes to question 2. How many times a year?

4. Is the hospital providing you the best service? Yes/ no

5. Is the hospital providing you the latest technology treatment? Yes/ no

6. Is the hospital has reduce waiting time for out-patient? Yes/ no

7. Is the hospital is having enough no. Of. Medical staff to serve the

patient?

Yes/ no

8. Is this hospital charging more money for treatment in comparison to other

hospitals? Yes/ no

9. Is the hospital having enough no. Of doctors to treat the patient? Yes/ no

10. Is the hospital enough no. Of rooms for the patient? Yes/ no

11. Does the hospital have enough medicines available? Yes /no

12. When did you last visit Apollo clinic?

a. 0 to 6 month.

b. More than six month ago.

NAME: - ……………………………..

GENDER: - …………………………….

AGE: - ……………………………………..

OCCUPATION:-………………………….

*************thank you very much for your cooperation****************