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ACKNOWLEDGEMENT
This dissertation lays our final assignment which will reach in achieving my goal
with the education, a master degree in business administration. Through the past
three months, this dissertation has witnessed some ups and downs. I spent most of
my spare time and energy on the dissertation. And now when I look back I strongly
believe that I have learnt a lot and realized writing a dissertation is good way of
learning.
This is dedicated to my Brother, Mehul, Nimit, and Nikhil. They all have given me
support and love throughout this research work. I am really blessed of being part of
such a sweet family. I thank God for that.
Secondly I would like to express my sincere gratitude and appreciation to my
supervisor and tutor Dr Randolph Metz-Johnson, though being a very busy person
had taken the privilege of reviewing every mail had sent in replies promptly and
giving me a proper guidance with the PowerPoint slides which had driven my
confidence and potential to finish my dissertation at the earliest.
Lastly but not the least a special thanks to all the participants and respondents
involved in my study at Mayday Hospital. Their support was very vital for the whole
research to come true and worthily.
Abstract
This research study is find out the patients satisfaction in terms of patients
expectation and patients perceptions and expectation
researcher has selected the hospital to represents all healthcare professionals. The
researcher has selected the organisation that is Mayday Hospital, Croydon. This
research, the researcher wants toi find out the significant of patients satisfaction at
Mayday hospital. The objective of this research study is to find out the relationship
between the patients and healthcare professionals in terms of patients expectation
and patients perceptions. The other objective is to study about the current status of
the service quality where the researcher research the and explain te SERVQUAL
model, and service quality gaps. The researcher has selected the primary research
method. The researcher has collected the 216 data from respondent. The
questionnaire and mini focused group method is used for this research topic. In focus
group the researcher has selected the 4 to 5 respendent from that survey who had
interested for the interview. Findings which involve this reseach topic are: the
service quality provide by hospitals is quite good to satisfy the patients, patients are
happy with the service and also happy with the healthcare professionals, some
respondent did not satisfy with the tretment because they could not undersatnd the
doctors explanation. This research indicates that the satisfaction from hospitals is
good. The researcher set up the some dimensions in questionnnaire, according to that
result repondents are happy with the service which is provided by hospitals but some
dimension for the patients satisfaction patients expect more.
Table of Contents
Chapter 1 ..................................................................................................................... 9
Introduction .................................................................................................................. 9
1.1 Operational Definitions: ................................................................................... 10
1.2 Background of Mayday Hospital Croydon....................................................... 11
1.3 Expected Benefits: ............................................................................................ 11
1.4 Scope of the Research: ..................................................................................... 12
1.5 The Conceptual Model: .................................................................................... 12
1.6 PATIENTS SATISFACTION .......................................................................... 13
1.7 Patients Acceptance and Satisfaction ............................................................... 14
1.8 PATIENT EXPECTATIONS ........................................................................... 17
1.9 MEASURING PATIENTS SATISFACTION ................................................. 19
1.10 Research Aim ................................................................................................. 20
1.11 Research Objectives: ...................................................................................... 20
1.12 Conclusions: ................................................................................................... 21
Chapter 2 .................................................................................................................... 22
Literature Review ....................................................................................................... 22
2.1 Introduction ...................................................................................................... 22
2.2 Theoretical Background ................................................................................... 23
2.2.1 Patients Satisfaction ................................................................................... 23
2.3 Customer Relationship Management ............................................................... 25
2.4 Service .............................................................................................................. 26
2.4.1 Intangibility................................................................................................ 26
2.4.2 Inseparability ............................................................................................. 26
2.4.3 Variability .................................................................................................. 27
2.5 Service Quality ................................................................................................. 27
2.5.1 Definitions of Service Quality ................................................................... 28
2.5.2 DIMENSION of Service Quality............................................................... 29
2.5.3 MEASURING Service Quality.................................................................. 30
2.5.4 What is SERVQUAL model? .................................................................... 31
6
CHAPTER 1
INTRODUCTION
Todays hospital has converted from sellers to buyers market where the patients are
most important. Therefore hospitals has to build up itself technologically as well as
get more service oriented. This can be accomplished by build up a brigde of trust
between hospitals and community, so this community may cross over to the hopitals.
As compaire with the other service sector hospita sector is quite different. In other
services customers are happy to spend the money while in the hospital industry
industry is forced to the patient because of their illness. So they can not spen the
money happily. This is the main factor which is differntiate. Second differentiating
factor that the patient are always in contact with the hospitals and in any emergancy
they definately gets the responce. Patients only wants the the nice, peaceful
enviornment with the smilling and the enthusiastic staff, wide range of the selection
of the meal and the fast speed of the service. Nowadays competitive market,
hospitals endurance and successes is depended on satisfaction of customer what they
require and expect. In healthcare services, service quality and customer relationship
are the most important key as successive factor. The main purpose of this study was
analysis method which can be used to increase patient satisfaction.
Health care industry is growing industries compared to the other industries in the
service sector. These changing forces which include Healthcare delivery system ,
change cost structure , competitive pressure, supervising by public and private group,
enhanced information accessibility, and a marked better- information accessibility
business have started out to wield significant pressure on healthcare supplier to re9
evaluate their strategy. Service quality is the main parameter of patient satisfaction,
expectation. Patient satisfaction is the one of the part of the service quality. So, this
is main parameter which is mainly looking after for the hospital industry. All
hospital industry mainly focused to full fill all the expectation of the patient.
(Andaleeb, 1998)
Delivering patient satisfaction is imperative because nowadays buyers from
healthcare service sector are well trained and become a conscious than the past.
Buyers carefully observe the options available to them, therefore more distinguishing
buyers, know exactly what patients need.
The researcher has studied about the patient satisfaction on hospital and
determination the satisfaction factor to conduct to all providers can understand what
patients want. Researcher trying to evaluate the patients need by using the primary
research parameters. This paper will explore how to satisfy patient in order to full fill
the patients need and to evaluate what is the need of the patient? In this paper mainly
look after the all the different theory of the service quality and the patient satisfaction
and how this theories are implemented by the Mayday hospital to achieve overall
patient satisfaction.
10
This research will focus on the service quality which can be use to increase
the patient satisfaction.
Perceived Serviced
Quality
Tangible
Customer
Expectation
Reliability
Customer
Responsiveness
Satisfaction
Assurance
Empathy
Price
Customer
Perception
Source: Parasuraman el al
12
13
There is a bit evidence of satisfaction being related with the perception of the patient.
Expectation has an effect on the satisfaction of the patient. The knowledge of
healthcare professional regarding the relationship with the patients plays an
important role in patient satisfaction. Being a good healthcare professional is not
enough but being good healthcare professional with good understanding with patient
is very important. Practically the relationship of expectation and satisfaction depends
on the performance of the healthcare provider, the healthcare organisation and the
hospital staff. If they act very well together then the expectation and the satisfaction
of the patient becomes valuable. If the patients are treated as customers then they can
easily
judge
the
services
provided
by
the
healthcare
organisation
(Zeithaml et al 1996).
The Patients satisfaction can be estimated by different criteria. It depends on the
service quality of particular healthcare organisation. Finally, the healthcare
organization is not homogeneous but it is complex mixture of services, healthcare
professional and the patients. This model shows that satisfaction of patients with
healthcare cannot be understand by reviewing literatures but there should be a
complete research which shows the service quality of healthcare organisation and the
healthcare professional.
14
They are frequently active and recognizing users subject of delivering impressions
concerning care experienced. Provide satisfaction is considered attract and maintain
patients with competitor arena. Moreover, professions of health care that survive and
expresses require evaluating and realizing they worked and campaigns of staffs.
Rendered data from satisfaction of patients studies may render a technological basis,
which outcomes convinced within the professing.
Merkouris, Infantopouls, Lanara and lemonidou (1999)
Patients satisfactions have with bond to prescribing medical authorities and
accordingly poor effects in the study of dermatologic patients. They resolve that
provider of healthcare able to supply explanation and to show empathy and interest
leads positive to increase satisfaction of patients. Moreover, improve the skills of
practitioner in healthcare which can outcomes the satisfactions of patients with
positive approaches.
Renzi et al (2001)
Satisfaction of patients with advanced staff in hospital found that emotive stand,
obtaining information regarding health, and expert competency positive determined
satisfaction of customer with attention.
Bryant and Graham (2002)
According to Branson, badger and Dobbs (2003) studied on the 52 respondent which
was positive satisfaction. The age and health status were significant determining the
satisfaction of patients. The comparison between the expectation of patients and
level of those expectations were fitted. The patients satisfaction ration is high to
tend considering the health positively. People liked to carry out the appointment.
This study included satisfaction of patient with multiple factors who affects in
service quality. Frequently the main part of the patients satisfaction, manifesting the
educations of patients, communication and feedback delivering of healthcare.
Branson, Badger and Dobbs (2003)
15
Healthcare provider found the time is significant by patients waiting for treatment
that was inversely proportional with factors of the patients satisfaction. In this study
select a randomly sampling group either experiencing or not experiencing health
education in waiting room. If patients had delivered education waiting room there
were no effects on satisfaction level but when they experienced the health education.
The degree of patients satisfaction from hospital services where hospital set up at
rural area so at that time to analysis the relationship between satisfaction of patients,
features, expectations, perceptions. Patients satisfactions highly with attention
delivering by staff were established. Patients satisfied with socialize expression of
staffs provide care. Patients demonstrated acceptance of staff and medical assistant
when they work in collaborate with doctors, worked as organisers of caring, and
tried to incorporate into the community.
Donohue (2003)
This study analysed the relationship between the performance of primary care and
hospitals care outcome of doctors. This study analysed the relation between the
hospitals approachability, comprehensive examination, integrate, hospital interaction
with results to doctors advice, satisfaction of patients and improve the health status.
The age between 18 to 25 years satisfied ratio had less with hospital staffs. Patients
were influenced to satisfy with hospital staff interpersonal manner, spending time,
availability.
Phillips, Palmer, Wetting, and Fenwick (2000)
According to Becker, Adams, Howard, Roblin and Roberts proposed about 41,208
respondents from the degree of satisfaction with service provided. They evaluated
satisfaction in three parts, practicing interaction, total experienced, and service
approach and resolved that patients maintain the organisation were satisfied with
doctors interaction by medical assistant and doctors. With accessible satisfaction and
receive do not agree significant by doctors.
16
Hospital included care, contact and willingness to bring back to hospital. The
differences important in statics score were varied age and age group. Under twenty
years patients were came out to satisfy with treatment obtained over the phone men
satisfaction level were lower than female satisfaction.
Benkert, Pohl, Tanner and Nagelkirk (2002)
17
What does patient think about the hospital which provides services from hospital?
And that effect on another people of its services. So whatever task or service which
provides from hospital, they think what patient expects and what they get return.
Patient satisfaction is the judgement that depends on service features or itself,
providing gratifying level of expenditure concerned fulfilment include degree of over
or under fulfilments. The prototype disconfirms expectation furnishes the
explanation of patient satisfaction. If patient experiences disconfirm after taking
services from hospital, services have to be revised which effects on the future
towards the comprehended performance by patients.
(Oliver 1997)
The expectations of the patients are high of the any treatment, service from
healthcare have to be on the optimal level. Otherwise there is a chance of patient
being dissatisfied. The expectation levels are different from one patient to another. It
depends on the severity of the disorder the patient is having. The patients
expectation may also differ for different age groups, sex and communities.
One of the reasons why patient expectation is different is because the patient could
have been told by some other patient about the healthcare services of any healthcare
organisation.
It is better to study different patients of different hospitals so that the researcher can
find out the expectation of patient according to the patient satisfaction. The data
collected from any healthcare organisation should be checked to find out different
ways of patient expectation and this data can also be matched with the patient
satisfaction. In case of general practice the expectation of patient is consider on the
optimal level. So according to this literature new strategies have to be made by
healthcare organisation and by improving such services the healthcare supplier can
understand the expectation and satisfaction of patient
18
19
They provide in reasonable cost and giving good service quality in hospitals. But we
dont know how much they true, their assumption are myth unknown to huge
majority of consumers. All hospitals are giving best efforts providing healthcare
service quality to its patients. They have started out practice a strategy of patient
satisfaction which consists of customer oriented planning, practice and policy to
authentically satisfy the demands of customers.
Increasing awareness and expectation of the patients hospitals must provide good
service quality or facilities. Patient must started out service quality that is customer
approach. Nowadays patients are aware because they know their rights so hospital
should be provided service quality like responsive to their questions friendly
environment, cleanliness, reporting regularly etc which providing essential services
from hospital. The current study which is focused on analysis the various methods
which can be used to increase the patient satisfaction
20
1.12 CONCLUSIONS:
The research data is collected from this research may be used to inform, motivate
and assist the healthcare professionals to achieve their goal. This study will also
assist to identify the main problem with patient satisfaction. There are some
limitations in this study which may change the analysis. Satisfaction of the patients
is also supervised by Mayday Hospital to improve the quality of the services in
healthcare sector. As earlier mentioned, here the main focus is given on the quality
of the services and the patient satisfaction. The consideration point of the patients
can be demonstrated by many different processes. This will assist to improve the
healthcare issues like over population, facilities, patient satisfaction, etc. The
researcher will make significant study of patient satisfaction. The study will help to
find out the main difference between services provided by hospital. As mentioned
earlier, taking survey on patient satisfaction particularly in a population like India is
not an easy task. It takes time and cost to reach at the bottom of the research. The
research is going to be done by keeping the patient in the centre and they will play an
active role to assist the author to reach at final conclusion of the study.
21
CHAPTER 2
LITERATURE REVIEW
2.1 INTRODUCTION
The main aim of this chapter is the theoretical review and applies to theories. The
researcher has tried to analysis the methods which can be used to increase the patient
satisfaction. Satisfaction of the patients topic is not easy to research that everyone
wants to do that easily. There were many literature are available on the web sites,
books and journals. A journey was started in 1980 for the review of satisfaction of
the patients. For the research of satisfaction of patients require knowledge.
This helps the researcher to prepare, design and make an ideal literature. There are
four types which are useful for a good literature review. They are a correct
methodology, correct article the content and at last the relationship of patient with
the healthcare professional. These are the main chapter of a good literature. This is
very useful to analysis the healthcare system of any healthcare organisation. The
literature is incomplete without any of the above chapter.
At present satisfying a patient need has become very important for every healthcare
professional and healthcare organisation as well. In this chapter the author is going to
discuss different literatures of different authors. The main aim is to find out the main
needs of the patient. Theories given by different authors describe the definition of
patient satisfaction and the measurement of patient satisfaction. The needs and
expectation of the patient may be different from one patient to another. By reducing
the gap between expectation of the patient and perception received by the patient,
competition among healthcare organisation may also reduce.
There is a chance for patients perception being reduced when the patient have not
received better treatment. Sometimes even the healthcare service is very less the
perception is being on high rate. So the final analysis cannot be made by taking an
interview between two different patients. There has to be some methodology and
there has to be some good way to analyse the theory of patient satisfaction.
22
Sometimes the responses from the patient can also be altered by wrong way of
methodology. By describing the patient satisfaction one should know the prediction
of satisfaction or may be satisfaction which requires prediction. Here all the
literatures are described to make the reader understand about the different
phenomenon and relationship of patient satisfaction.
23
24
25
Gruca and Rego (2005) proposed that the effect of chain that connects Customer
Satisfaction to shareowner value by demonstrating the links between satisfaction and
cash flows that finds out the value of the business to shareowner: development and
stability.
2.4 SERVICE
Service consists at the centre of economical activity of company which is connected
with many other sectors of economics (Kandampully, 2000) they are not modified to
service manufacturer example like IBM which involved in service firms. Services
acts as processing and performance. Service is an intangibility offering which are
fundamental components of decision. The difference between the healthcare service
and tangible marketing products, healthcare products may be described by the
service quality.
2.4.1 INTANGIBILITY
Intangible is one type of services. Assets that are saleable though are not material or
physical. People cannot be even seen, sensed, experienced before they are purchased.
In this type of the service quality by providing good quality by means of the
infrastructure and providing all the facilities related to the equipment and facilities.
This is the main part of the customer satisfaction. All the patients mainly attracted by
means of the infrastructure. This is the main site of the healthcare industry to achieve
the all the needs of the patient.
2.4.2 INSEPARABILITY
Services are mainly developed and exhausted at the same time. This is not reliable of
physical commodities, which are made up, put into stock list, spread through
multiple render, and ingested still later. If a people deliver the service, then the
supplier is function of the services. When Customers shows as the service is
developed, supplier customer interaction is a special characteristic of market
services. Both the supplier and the customers affect the service effects.
26
2.4.3 VARIABILITY
Service is extremely varying because of who supplies them and when supplied.
Services purchasers are mindful of this kind of variance and often speak to other
people before select a service supplier. Quality control is the main part of the any
business firm which is divided into three steps. Step one is the investment in HR
(Human Resources) department and training. Second step is the standardise the
pattern services that describes the event and further process in the flowchart, with
fully mention the objectives. Third objectives is the supervise customer satisfaction
via suggest and complain, survey and comparing, so at that time poor performance
The third is monitoring customer satisfaction through suggestion and complaint
system, customer surveys, and comparison shopping, so that poor service can be
observed and adjusted.
27
Enhancing paid up to service quality; the result is progress and more profit in
systems. Bearing quality service is a requirement strategy for survival and succeeds
in nowadays competitive market. Service quality supplies a competitive boundary
for business that can conduct to organizational development.
Nowadays service quality is an important research topic in study of its important
relationship, profit, customer satisfaction and retention, service ensures financial
performance (Kandampula, 2000)
This research is for the public and private sectors services evidences that
comprehended service quality leads to satisfaction, repetition seen, and strategic
profitability. Thus, realizing what forms quality to imposing publics reserves
managers to supply product and service that will maximise satisfaction.
Service quality impacts the redemption aims of both surviving and potentiality
customers. According to market research, customers are unhappy with a service will
disclose receives to more than four other persons. Hence, it is fair to resolve service
Service quality is more difficult to measure than commodities quality for the
customers
Effect of services Quality evaluations are not formed purely on the they also
affect evaluations of the delivering service processes
28
categorised as hygienic
elements, raising factors. Hygienic elements are anticipated by customers and if they
are not delivering to customers so customer will be dissatisfied. The ten dimensions
include:
29
In these dimensions were in the well known where five dimensions in the Service
Quality (SERVQUAL) model.
According to Parasuraman et al described five dimensions include: tangibility,
reliability, empathy, reactivity and authority. The perceived quality model with five
dimensions which is operational as the
30
31
According to Lewis proposed that the differences between the abstract how can be
measured. It is a logically that if the researcher evaluate the differences between
expectation and perception that is specified as comprehended quality, we can find
out the degree of satisfaction. This study is standardize with SERVQUAL model
which utilized the expectance disconfirm theory. Parasuraman is defined the quality
of service in five dimensions which are empathy, assurance, availability,
responsibility and tangibility. This SERVQUAL model proposed the quality of
services as the gaps between the patients expectation E and perceptions of the
serving provide performance. Service quality (Q) can be evaluated by deducting
patients perceptions level from patients expectation level.
Q=PE
Q = Service quality
P = Perception
E = Expectation
32
33
According to Butler et al studied that the demographic level on users and perceivers
of comprehended hospitals in two geographic area for quality which earlier mention
about this studied and results indicated that facility linked with quality is measured
which is high for the female respondents than male. There were found that no
evidence of the hospital quality of services is pretended by age.
The relationship between the management of the hospital quality and the quality of
services had searched the performance for 150 sample hospitals in USA which
utilized path analytical model. The relationship between the quality of service from
hospital performances and analysing the service exposed procedure and developing
work force. Li (1997)
This study the relationship between expectation of the patients and satisfaction of the
patients satisfy with consultant of medical in Ludhiana. A healthcare professional
has higher amongst the patient who has highly expectation satisfied. This is the 460
set up the questionnaire of the analysis.
This study exposed the patients expectation and perceptions of the quality of
services at Vibhavadi hospital. The patients satisfaction level will be benefit for the
future services plan. In this study patient expectation is higher and perception of
quality of services was exposed. Hospital has to supply satisfaction the services.
Kanlaya (2004)
34
CHAPTER 3
RESEARCH METHODOLOGY
3.1 INTRODUCTION
The researcher has described the different methods which can be used to increase the
patient satisfaction and tried to know about satisfied or not. The main objective of
this chapter is to observed methodology for primary collection data.
The researcher has set out research process, research philosophy, approaches, and
strategies data collection method, conceptual frame work, location of the study
sample size, data collection and more. The researcher experience many parameters
for each research components. This chapter is mainly facilitated to draw the
collection of overall primary information. In this chapter researcher is describes the
collection of the primary data and how researcher is achieve this information.
36
Questionnaire design
38
3.5.1POSITIVISM
Fisher (2004), explain Positivism as a value free knowledge of the things and
potentially accurate, the variety of actions and the activities of the human beings can
be studied in a practical manner through certain objectives as a part of the real world.
quantitative method helps to shape the research problem in very accurate and it helps
to achieve high level of consistency of gathered data. There are different types of
strategies available to conduct researches are:
Action Research
Experiment
Survey
Grounded theory
Ethnography
Case study
Archival research
39
The word action research was first used by the Lewin in 1946 and it has been
recognize subsequently by management researchers in a mixture of ways. Coghlan
and Brannick (2005), focuses and emphasises purpose of research in research action
rather than research about action. According to Eden and Huxham (1996) research
action is more likely to concentrate on the consequent transfer of knowledge gained
from one specific to another.
According to Robson (2002), has been defined as An empirical investigating
present day physical process within real circumstances utilizing multiple beginning
of bear witness. Hussey and Hussey (1997), says that a case study involves
gathering in depth information about a unit of analysis and a unit of analysis can be a
group of worker or a company, a process or an event or sometimes even an
individual.
Glaser and Strauss (1967), describes the grounded theory which is frequently
thought of as the best example of the inductive approach, while conclusion would be
too simplistic. A grounded theory strategy is useful for research to predict and
explain behaviour
(Goulding, 2002).
Ethnography mainly originates from the field of anthropology and rooted in the
inductive approach. Archival research is useful in the administrative records and
documents for the principal source of data. Robson (2002) has defined as a strategy
for behaving research which requires investigating
40
This is the second method for the data collection. For the better quality of the
research author will using this method for the collection of primary data. It is also
know as a group discussion. In this type of method all the participants are comes
together and discuss their ideas on particular subject area and share their feelings as
well.
chisnall
There are various types of method for focused grouped are available. The reliability
of all the research is highly depends on a size of sample and times spend by all of
group members. The researcher will use the mini focused group interview for the
collection of qualitative information or data. According to Chisnall, Mini group is
defined as a gather 4 to 5 people who are involved with each other to achieve that
target.
Due to the short period of time researcher will decide to use five interviews for each
focused group. In one focused group, there are five members. The details of focused
group member are collected from questionnaire sheet. In this sheet at the bottom
there is space for who would like to join the interviews for further research.
The information collected from focused group interviews are not quantified so the
researcher have to note down the all the important comments of group member and
finally brings all together in narrative form.
41
Data collection
Primary Data
Interview
Questionnaire
Secondary Data
Books
Internet
Journals and
Articles
There are different sources for secondary data like journals, books, articles,
publications, computer source, internet but the survey based data, documentary data
and data from multiple sources are the main categories for collecting secondary data.
(Saunders, Lewis & Thornhill, 2003).
The main advantage of secondary data for research observed by Saunders et al.
(2003) i.e. it gives a higher quality than primary data (Stewart and Kamins, 1993)
and frequently useful to compare with primary data. According to Denscombe
(1998), this leads to unexpected discoveries and has a power of being permanent and
checked easily by others.
The secondary data was also collected from the published government websites,
online documents and also through the University of Wales Library. According to
Ghauri and Gronhaug (2005), the most useful advantage of secondary data is savings
time and money and it is quickly available.
Secondary data is mainly design to collect the information from the past or the
history. This information is collected from the history and out of date so it is not
reliable in this current situation. There is the some chance of the criticism in this data
but this is the main part for the researcher to start the research. It is the base for the
researcher to conduct research.
The secondary data includes both qualitative and quantitative information and easily
accession with less investment. The data are of two types i.e. internal and external
data. Amongst this two internal data is collected from the internal study or analysis
of organization for research is being conducted while the external data is collected
from outside of organization i.e. desk research.
(Malhotra, 2004).
43
44
The primary data collection was based on the questionnaire and on telephonic
interview during the research and the questionnaire answer was analyzed
quantitatively while the response will be analyzed qualitatively and the rest of data
will source from interviews taken and literature was qualitative. For primary data
collection questionnaire was made by the researcher and distributed to respondents
in two parts that is one to managers and other to medical representatives. Researcher
has used two types of questionnaire.
In open ended question, the respondent does not have multiple choice to select the
answer this questionnaire gives the qualitative information about the research. Where
on the other end the close ended question, respondent has multiple choices to give
the answer and this questionnaire gives quantitative data for the research. For
improvement all over quality of the research paper researcher is using the both type
of the questions in this research paper.
For this research researcher designed 16 question (refer appendix) for the qualitative
purpose and 12 question (refer appendix) for the quantitative purpose. The reason
why researcher has chosen this kind of questions has been given below:
3.8.4 INTERVIEWS
The researcher asks a standard set of questions and not more than that.
45
b. Telephonic Interview
In these type of interview, less time taking and expensive also cheap and the
researcher has these are less time consuming and less expensive and the researcher
has ready access to anyone on the planet that has a telephone. It has some advantages
and disadvantages which explain below:
Advantages
Less expensive.
Disadvantages
3.8.6 QUESTIONNAIRES
Questionnaire is the easiest way to collect the primary data. But the main problem is
to make the questionnaire. Some advantage and disadvantages are explained below:
46
Advantage:
It is less expensive.
Disadvantages:
Designing problem.
Many times the questionnaire is not completely filled thus there are problems
with the incomplete questionnaires. There are two types of questionnaire:
Primary Data
Interviews
Managers
(Structured)
Questionnaire
Employees
(Semi
structured)
Managers
47
Employees
There are two main types of interviews i.e. semi structured and structured (FAO,
1990). The structured interviews include the managers of the company and semi
structured will be employees working in different departments of the pharmaceutical
industry. In case due to some reason interviews were not held then methods like post
or mailed can be mode of communication. Furthermore, a questionnaire will be
asked to be filled from the managers to
48
The second type is open ended questions which generally using the force to people
and encourage them and explain about the research questions.
These types of
question are different than close ended questions. Open ended questions are to allow
the respondents to explain their story in their own words. This is not going to in
particular direction. When this type of question respondent has to ready filled up the
answer and the researcher willingness to listen responses of the respondent.
According to Saunders, (2003) the differences between the closed ended questions
and open ended questions have the questionnaire. Both types of method in the closed
ended questions are single and the multi answer questions which help to collect the
quantitative data. It is described as the numerical data or the data that is quantified.
In open ended questions are useful for the collection of qualitative data.
Pilot Questionnaire
The quantitative data from the questionnaire gathering the data, the researcher has
decided to conduct the pilot questionnaire to test the reliability, validity and marking
the questionnaire. A pilot questionnaire had taken place at Mayday Hospital,
Croydon. The questionnaire was considered for its response format, questionnaire
design, the sequence of the questions and legibility as well. Respondents made their
response in the evaluation box located in the bottom of the questionnaire sheet. The
comments are shown in the later part of the paper. From that comments researcher
made some chances in the questionnaire list and it is now reliable source for the
gathering the quantitative data.
Pilot Questionnaire:
Response 1: the overall questionnaire is quite good but presentation is not up to date.
It requires the some changes.
Response 2: the overall questionnaire is good but in between the question is not
good it is easy to complete which was really nice because I was in hurry. I was
realizing that all the questions are related to the topic.
Response 3: you have selected more parameter so you have to sort out them and
select according to your objectives.
49
where
the
respondents
were
asked
to
indicate
their
degree
of
3.11 CONCLUSION
The research methodology chapter gives a perfect idea about the data collection
methods used by the researcher and at the same time it also useful to understand the
concept and idea behind the data collection methods. This chapter also gives one to
understand easily for how to collect the data, how research objectives and theoretical
errors can be eliminate with the help of analytical methods and strategies. So,
methodology gives clear picture to researcher for how to find the data for research.
51
CHAPTER 4
ANALYSIS OF FINDINGS AND DISCUSSION
4.1 INTRODUCTION
This chapter is mainly based on analysis of the results which is done by the
researcher. This chapter is related to the previous chapter of research methodology.
The researcher collected primary data results from respondent at Mayday hospital
Croydon. Afterwards that is related to the research objectives and correlation with
literature review and get appropriate conclusion. The results provide the researcher
explored the key issues in this topic and draw appropriate conclusion. The
researchers have two options for analysis software one is SPSS and second one is
Microsoft Excel. The researcher have knowledge regarding Microsoft excel which is
used by researcher. Due to that the researcher can analyze data quickly.
As earlier mentioned in research methodology there are two methods for collection
of data by primary research. The first method is the questionnaire which is mainly
collected the quantitative information. Second method is focus group interview
which is collected the qualitative information. The researcher has described both
methods below and how it is conducted.
4.2 QUESTIONNAIRES
As above mention in research methodology, questionnaire is related question to the
subjects. All questions are found out the patient satisfaction how hospital does
provide the service quality to patients?
perception, this question is divided into three parts, expectation of the patient, and
perception of patient and satisfaction level of patient. Each question is important for
research these questions prepare in order to increase the patient satisfaction at
Mayday hospital Croydon.
52
Then
researcher introduced himself and gave the some information regarding research
topic. The researcher tried to include every research question in the discussion. The
researcher kept friendly environment to all customer or patients. Sometime
discussion were going out from main topic at that time researcher smartly to turned
and kept the main topic but sometime it was required because the researcher wanted
to pull out some feeling from patients.
The researcher accepted the qualitative and quantitative data after completed
questionnaire and focused group interviews w. All survey were collected in one
sheet of paper then entered into Microsoft Excel then converted into tables and
calculate average , mean, median produced the table and put the figure in tables.
Sometimes the researcher got to difficult but the researcher used Likert scale table.
53
4.4.1 GENDER
Distribution of respondent
Male, 45.83%
Female, 54.16
%
Frequency
Percentage
Male
99
45.83
Female
117
54.16
Total
216
100
According to this table and results, group of sample reveal that Male is 45.83%,
while female is 54.16%. The researchers found that female were taking more
interested than male for this study.
54
4.4.2 AGE
Percentage
35
30
Age
25
20
15
Percentage
10
5
0
18-29
30-39
40-49
50-59
60 and
above
Frequency
Percentage
18-29
18
8.33
30-39
54
25
40-49
52
24.07
50-59
64
29.62
60 and above
28
12.96
Total
216
100
According to this table, sampling groups of ages reveal those ages between 50 to 59
years old is 29.62%, ages between 30 to 39 years is 25%, ages Between 40 to 49 is
24.07%, ages between 60 and above old people is 12.96%, ages between 18 to 29
years of young people is 8.33%
55
According to this result, the researcher found that ages between 50 to 59 years
admitted at Mayday hospital Croydon and all of above 50 years so hospitals have to
take carefully. So as per this result the researcher concept is good, and suggested
good topic.
Dimensions
Availability
8.97
Knowledge
8.95
Handle of queries
8.44
cooperation
8.63
Politeness
8.58
Attitude
8.38
Check-up
8.77
empathy
7.21
experience
8.55
considerations
6.52
Average
8.3
56
An analysis of the patient expectation from the doctors behaviour, the researcher is
given various types of dimension quality of services which patients asked to rate
their expectation scale of 1to 9 and depends upon the dimension the mean rate is
calculated which is given below in the table.
According to this table, the dimension of patient expectation from behaviour of
doctors is gain that means scores for the doctors availability, doctors knowledge
and check up process are respectively 8.97, 8.95 and 8.77 which indicate that
patients consideration these dimensions very significant. So that shows dimensions
of patients expectation level is very high.
Apart from that dimensions, the mean value of cooperation, politeness, experienced,
handle of queries and attitude are respectively 8.63, 8.58, 8.55, 8.44 and 8.38 which
proves that patients consideration these dimensions very important. So, doctors
from hospital have to try satisfying these expectations in effective manners. The
dimensions of empathy and individual consider means scores are respectively 7.21
and 6.52 which are compare to other dimension lowest but patients even considered
these dimensions important.
According to this dimension means value, it is clear that dimensions availability and
knowledge having maximum means value of 8.97 and 8.95 respectively and
dimension of individual consider and empathy having minimum means value of 7.21
and 6.52 respectively. The dimension of patient expectation from doctors behavior
means value is high on the scale of 9 which is calculated 8.3; patient expectations
from doctors are very high.
4.4.2 PATIENTS EXPECTATION FROM BEHAVIOUR OF MEDICAL
ASSISTANT
An analysis of the patient expectation from medical assistant, the researcher is given
various types of dimension quality of service which patients asked to rate their
expectation scale of 1to 9 and depends upon the dimension the mean rate is
calculated which is given below in the table
57
Expectations
(Mean Value)
Availability
8.91
Knowledge
8.57
Cooperation
8.65
Politeness
8.79
Attitude
8.49
7.41
Handle of Queries
8.44
Dresses
6.9
Average
8.31
The mean value for dimension in quality of service, availability of medical staff is
respectively 8.91 which are very high, patient are given 8.91 because they think this
parameter is very significant and expectation level is high for this dimensions.
Patients had given the means value for the dimensions of politeness, cooperates and
maintenances record are respectively 8.79, 8.65 and 8.71 which shows patient
satisfaction considered these elements very significantly. The dimension experience
mean value is 7.41, this indicates that patients believe this dimension important but
not like as above dimension compare to that dimension is lowest amongst all other
dimensions. According to this explanation, patients do not count this dimensions
very significantly but patients had not valued this dimension low which is an
important dimension. The means value of patients satisfaction from medical assistant
behavior is 8.31.
58
Expectations
(Mean Value)
8.49
Over Crowd
8.19
7.28
Handling system
7.02
Billing Procedure
8.68
8.77
8.98
8.87
Average
8.04
The average mean value for the dimension for this factor is 8.04. That is reliable to
say patients think the Quality Administration a significant prospect of hospitals
which is high expectation.
amongst other dimensions which is respectively 8.98. The patients are also
considered the check up process, security staff behavior, check out process and
billing process high expectations which are the means value respectively 8.49, 8.87,
8.77 and 8.68. Patients are not complex they said that procedure is quite easy.
59
The average value for the dimension welcome your idea is respectively 7.28 that
means hospitals carefully listen ideas from patients. The lowest means value for the
dimension of convenient office hours which is respectively 6.12 that means patient
do not think this dimension is significant than other dimensions.
4.4.4 PATIENT EXPECTATION FROM FACILITIES PROVIDED BY THE
HOSPITALS
An analysis of the patient expectation from the facilities provide by hospitals, the
researcher is given various types of dimension quality of service which patients
asked to rate their expectation scale of 1to 9 and depends upon the dimension the
mean rate is calculated which is given below in the table
Table: Patient Expectation from the facilities provide by the hospitals
Dimensions
Expectations
(Mean Value)
Sitting Arrangement
8.94
Bed Arrangement
Staff Appearance
6.99
Light
8.39
Dust Boxes
7.42
Appearing
Parking
8.71
Equipped Units
8.29
Marking On Walls
8.12
Eating Places
8.93
Average
8.21
60
The degree of patients expectation for the dimensions bed arrangement and dust
boxes are highest expectation amongst other dimensions as two dimensions having
the average mean value 9. Here the researcher found that patients has rate the
dimensions with means value 9. The average value of 8.94 for the sitting
arrangement also indicates that patients considered the dimensions as significant as
previously mention two dimensions.
According to patients, parking, lights, eating place, equip units and noticing walls are
significant dimensions. The average values for these dimensions are respectively
8.71, 8.39, 8.93, 8.29 and 8.12. The average mean of outer and inner appearance is
7.42 which are compared to other dimensions lower. The lowest means value
amongst the dimensions 6.99 which is staff appearance.
An analysis the patient perception from the doctors behaviour, the researcher is
given various types of dimension quality of services which patients asked to rate
their perceptions scale of 1to 9 and depends upon the dimension the mean rate is
calculated which is given below in the table.
61
Dimensions
Perceptions
(Mean Value)
Availability
7.68
Knowledge
7.16
Handling of
6.52
Queries
Cooperation
6.69
Politeness
6.81
Attitude
7.41
Examination Comfort
7.72
Check-Up
7.89
Empathy
5.79
Individual
6.01
Consideration
Experience
6.70
Average
6.94
According to this table, the highest average mean value for the dimension check up
is 7.89 which indicate that patients perception about this dimension is good. The
doctors availability, comfort examination and doctors attitude where the average
values for these dimensions are respectively 7.68, 7.72, and 7.41. Patients
perception about knowledge is quite good where the average value for this
dimension is 7.16.
62
The average means value for the dimensions experience, cooperation, politeness and
handle queries are respectively 6.70, 6.69, 6.81 and 6.52 which shows that patient
perception of the dimensions are not good. The empathy and individual
consideration having the average mean value 5.79 and 6.01 respectively amongst the
other dimensions. Patient perceptions for these all dimensions the average value is
6.94 which indicates that patient perceptions for doctors behavior is not very good it
is quite good
4.6.2 PATIENTS PERCEPTIONS FOR MEDICAL ASSISTANTS
An analysis of the patient perceptions for the medical assistant behavior, researcher
is given various types of dimension quality of services which patients had asked to
rate their perception scale of 1to 9 and depends upon the dimension the mean rate is
calculated which is given below in the table.
Table: Perceptions of patients from the behaviour of medical assistants
Dimensions
Perceptions
(Mean Value)
Availability
7.86
Knowledge
6.42
Cooperation
6.75
Politeness
6.89
Attitude
7.01
6.31
Dress
9.00
Handle of queries
6.09
Average
7.13
63
The average value for the dimension dress is 9 which shows highest rating
dimension. From these patients perceptions about dresses of medical staff are very
good so that means patients think medical assistant wear neat and clean dress. The
average value of the dimensions maintenance record and availability are 7.92 and
7.86 respectively.
This value is good means on the scale of 9 which shows patient had comprehended
these dimensions of medical assistant. Attitude has the means value 7.01 which is
not very good. The dimensions politeness and cooperation having the average mean
value 6.89 and 6.75 respectively. This indicates assistant deals with patients are not
good.
The average means value for the dimension experience and knowledge are 6.31 and
6.42 respectively which indicate that medical assistant are deficient on this
parameter. The average mean value for the dimension handles of queries has the
lowest degree amongst the other dimension which shows the query of the patients
are not properly handle by medical assistant. Patients perception from medical
assistant, overall average means value came out 7.13. The researcher can calculated
the patients perception for medical assistant behavior is fairly good so medical
assistants need to improve their behavior.
64
Perceptions
(Mean Value)
Convenient Hours
8.25
Check Up Procedure
6.31
Over Crowd
7.97
6.21
6.01
Billing Procedure
7.68
7.79
7.18
8.48
Average
7.32
The average value for the security staff behavior and convenient hours are
respectively 8.48 and 8.25 where patients perceptions are very high. According to
these dimensions hospitals provide good service on these dimensions. The average
means for the dimensions over crowd, check out process are 7.97 and 7.79
respectively which indicate patients perception on these dimensions are good.
Clerical staff behavior is quite less than previous factor which indicate hospitals
should improve on this. The average value for the dimensions check up process,
welcome idea and handle system are respectively 6.31, 6.21 and 6.01. According to
that average mean patient perceptions is fairly good compared to other factors. The
total dimensions average mean is 7.32 which indicates that patients perception from
Quality Administration tend to be good.
65
Perceptions
(Mean )
Sitting Arrangements
8.57
Bed Arrangements
8.61
Staff Appearance
7.62
Lights
7.21
Dust Boxes
8.59
7.42
Parking
8.09
Equip Units
7.04
Marking On Walls
7.71
Eating Places
8.47
Average
7.93
66
The average mean for the bed arrangement, sitting arrangement, eating place, dust
boxes and parking area are respectively 8.61, 8.57, 8.47,8.59, and 8.09 which shows
that patients perceptions on this dimensions are very good so hospital are doing good
service to patients in good manner.
Other dimension staff appearance, inner and outer appearance and marking on walls
and lights are respectively 7.62, 7.42, 7.71 and 7.21 which indicates patients
perceptions are good towards this dimensions. The lowest average of the dimension
is equip units is respectively 7.04 but the researcher is think its not bad. Patients
perceptions for the facilities supply by hospital, the overall average means is 7.93.
67
Dimensions
Expectations
Perceptions
Difference
8.97
7.68
1.29
Knowledge
8.95
7.16
1.79
Handle of Queries
8.44
6.52
1.92
Cooperation
8.63
6.69
1.94
Politeness
8.58
6.81
1.77
Attitude
8.38
7.41
0.97
Check-Up
8.77
7.89
0.88
Empathy
7.21
5.79
1.42
Individual Consideration
6.52
6.01
0.51
Experience
8.55
6.70
1.85
68
Expectations
Perceptions
Difference
8.91
7.86
1.05
Knowledge
8.57
6.42
2.15
Cooperation
8.65
6.75
1.90
Politeness
8.79
6.89
1.90
Attitude
8.49
7.01
1.48
Maintenance of Record
8.71
7.92
0.79
Handling of Queries
8.44
6.09
2.35
Experience
7.41
6.31
1.10
Dress
6.9
9.00
-2.1
69
This table indicates that differences between the mean value of expectations and
perceptions for the dimension handle queries is 2.35 and the t- value is very high
which indicates the differences between the values are significant which shows
patients had not experienced what they having expected from the dimension. The
differences of the dimensions cooperation, knowledge, and politeness are
respectively 1.90, 2.15 and 1.90 where respectively t-value indicates the differences
are quite important, dimensions of the perceptions are lower than patients
expectation from these dimensions. The mean value for the dimensions availability,
experience, and attitude are respectively 1.05, 1.10 and 1.48 and at 0.05 degree of
significance t-value is larger than t-critical which indicates differences are important.
The difference of the dimension of maintenance record is 0.79. It is quite
significance which indicates perception of the patients for this factor is not higher
than expectation. The difference for the dimension dresses has -2.1 which indicate
the perceptions of the patients are more than expectations.
4.7.3 DEGREE OF PATIENTS SATISFACTION FROM THE QUALITY
ADMINISTRATION
An analysis the measurement of the degree of patient satisfaction from Quality
Administration, where difference between the
perception, where each dimensions are computed and then the researcher is applied
t-test whether differences between the two means values are important or not at 0.05
degree of important. The computed values are given below in the table.
The difference between the means score of expectation and perceptions for the
dimensions handling system and check up are respectively 1.01 and 2.18 which are
huge differences. So researcher can say that patients expectations from the
dimensions are higher than perceptions. The dimensions clerical staff behavior of
the difference between expectations is 1.80 respectively which is quite small. Thats
reliable; expectation is high compare to the perceptions for this dimension. 1.00, 1.07
and 0.98 respectively which are the differences for the dimension billing process,
welcome idea and check out process. The differences of the clerical staff behavior
and over crowd have the 1.80 and 0.22 respectively between the mean for
expectations and perceptions.
70
Expectations
Perceptions
Difference
6.12
8.25
-2.13
Check Up Process
8.49
6.31
2.18
Over Crowd
8.19
7.97
0.22
7.28
6.21
1.07
Handling System
7.02
6.01
1.01
Billing Procedure
8.68
7.68
1.00
8.77
7.79
0.98
8.98
7.18
1.80
8.87
8.48
0.38
Expectations
Perceptions
Difference
8.94
8.57
0.36
Bed Arrangements
9.00
8.61
0.39
Staff Appearance
6.99
7.62
-0.63
Natural Light
8.39
7.21
1.18
Dust Boxes
9.00
8.59
0.41
7.42
7.42
0.00
Parking
8.71
8.09
0.62
Equip Units
8.29
7.04
1.25
Marking On Walls
8.12
7.71
0.40
Eating Places
8.93
8.47
0.45
CHAPTER 5
CONCLUSION AND RECOMMENDATION
5.1 INTRODUCTION
In the current scenario, cutthroat competition is going on; healthcare sector has
become important for the measurement of patient satisfaction. This concept of
patient satisfaction has promoted the acceptance the culture of market in healthcare
sector in developed and developing countries. Nowadays, numbers of hospitals are
going to open and people are going to be aware and conscious about health.
Hospitals must provide good service quality to retain the patients. There are various
factors affect the patients satisfaction, doctors behavior, medical assistant behavior,
doctors availability, administration quality, modern facility availability etc. if
hospitals satisfy the patients, they should provide service quality, facilities and
treatment as well. The researcher is focused on analyzing the various factors which is
related to satisfaction of patients with particular research objectives:
The research objective of the study which is in order to accomplish, the primary data
collected from respondent. There were two types of data used in this study. The
primary data was gathered from questionnaire which was filled from respondent. The
secondary data was gathered from books, journal articles, and websites. The
researcher was used quantitative methods for the analysis of the received data.
The researcher was used one of the best method for measuring service quality that
was SERVQUAL model which is developed Parasuraman, and Berry adopt for the
service quality Gap 5 which express the customer satisfaction level from customer
expectation and perceptions
73
5.2 CONCLUSIONS
5.2.1 GENERAL DEMOGRAPHIC:
This study involved 216 respondents, there were 45.83% of respondent were Male
and 54.16% of respondent were Female.
5.2.2 PATIENT EXPECTATION
Patients expectation is high where same for all factors, doctors behaviour, medical
assistant, and quality administration and facilities provide. The patients expectation
mean value is 8.18 which is high on scale of 1to 9. The patients expectations are
highest under doctors behaviour where the dimensions availability, knowledge and
checkups are respectively 8.97, 8.95 and 8.77. The dimension of offices hours has
lower expectations mean of 6.52. And clerical staff behaviour has highest 8.98
amongst the all dimensions of Quality Administration. The expectations of facilities
provide by hospital have the average mean for the dimension bed arrangement and
dust boxes 9 respectively.
5.2.3 PATIENTS PERCEPTIONS:
The four factors for patients perceptions the mean value is 7.33. It is quite good on
the scale of 9. The dimension empathy has very lowest value 5.79 and check up has
7.89 which is high value amongst the dimension of factor doctors behaviour. The
dimension dresses for the factor medical assistant has 9 which are better amongst all
other dimensions. Handle queries has lowest means value is 6.09. The dimension
handling the system has mean value 6.01 which is the lowest, and security staff
behaviour has 8.48 which is highest dimension for the factor of Quality
administration.
74
75
As the age, Butler et al (1996) said that no found that hospital quality perceptions
are affected by age but from this research the result showed that age is the influence
factor on tangible, assurance, empathy and price. Parasuraman (1985) determinants
five service quality: tangible, reliability, responsiveness, assurance and empathy. For
the research of Kanlaya Damrongsak revealed that importance level of service
quality was reliability, tangible and responsiveness respectively. And for customer
satisfaction part, the reliability and assurance dimension was dissatisfied. For this
research, the most important level is reliability and assurance dimension. And for
customer satisfaction part is the same as Kanlaya research that the reliability and
assurance was dissatisfied.
5.3 RECOMMENDATION
The measurement of the patients satisfaction level can change the alleviate hospital
services supplying and management as well as enhance and keep the service quality
providing which focus on patients wants and expect(Babakus).
The results come out from this result that respondents dissatisfied with some service
quality so now hospitals have to improve the service quality. For this study, the
researcher set up the solving the patients dissatisfaction attribute. The researcher
found that from this study many respondents satisfy with the service quality. But
some respondent does not satisfy with the doctors because they could not solve the
problem and they have taken a time. Patients satisfaction is more tangible and less
related with measurement unit of good. Some process required for setting up
patients expectation needs to be more rigorously and have to include different types
of approached. Service quality essential have to cover hospital procedure as well as
measurable quality factor, because of service extending and delivery of service is
looped. Nowadays hospital market has become competitive, all hospitals have
realized to improve the service quality. Equally Thailand, need to be health touristy
hub of Asia. To reply the customer satisfaction is most important path to pull out the
customer from the different country.
76
To construct the reliability is the essential way for all hospitals. To decrease the
mistakes or errors this affects on hospital. Expressing physician image competent to
patients is possibly a more challengeable job. Grow up and maintained image of
hospital, medical assistant have to reliable on the experienced places. Patients will
make an impression the degree of the staff as patients experienced the services
during their visiting. Attempts have to be committed to make all patients experience
build up positive response and reward the impression amongst them that staff is
efficient. To integrate the mode of think amongst hospital staff, accomplishing this is
via training programme that have to design to reward.
Empathy, from this study results indicates that the improve the communication
quality with patient by explain medical process, discuss the business concern
question, consult with them concerning their care may increase patients satisfaction.
Patients are satisfied with masters who give patient individual attention and realized
their demands. Hospital staffs dealing with patients in care fashion have their interest
are significant services issue.
The factors responsiveness and price should refer. Hospitals bill raised the react that
they are extraordinary high, it contribute to patients dissatisfaction. Hospital staff
has to work with patients expectation, their instruction to assist them dealing with
potentiality shocking cost. Todays people shifting from curative to preventive
medicines, preventive medicines concentrated on individual health. Hospitals have to
apply the approach strategies to reaction of the marketing trend, new effort to serve
patients who interested their healthy.
77
1. As study had finished in short time, time factor acting as significant limit and
extensive of the study
2. Questionnaire is quite long respondents who filled up the questionnaire may
not be accurate because of inescapable bias.
3. Group of sampling come from several backgrounds which is affect on
questionnaire due to respondent do not understand questionnaire and
someone wants more explanation.
78
79
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81
Web References
http://www.maydayhospital.org.uk/page.asp?pageid=90
http://www.maydayhospital.org.uk/page.asp?pageid=4
82
APPENDIX
Questionnaire
Thank you very much for spending your time and extending your effort to fill
this form. Your support will help the researcher gather data on the patients
satisfaction at Mayday hospital and will complete the research paper in Master
of Master Of Business Administration in Healthcare Management
___________________________________________________________
The questionnaire is divided into 3 parts:
Demographic
Demographics
1. Gender
Male
Female
2. Age
Under 18
40 - 49
18 29
50 - 59
30 39
60 and above
83
The researcher would like to have your opinions on the following service issue
related to the important level of medical treatment at Mayday Hospital that you
use to use it, Please circle one number for each statement that best reflects how
You feel.
1= strongly disagree, 2 = disagree, 3 = Fair, 4 = agree, 5= strongly agree
Degree of Important
Beautiful organized and clean place
Rapid Service
Knowledge Staff
84
Expectation
Perception
Serving rapidly
85