CHAPTER Ⅰ

INTRODUCTION:

Laboratories are essential component and one of the most important departments
at any healthcare services where medical tests and investigations done in order to
generate reliable and accurate information regarding patient's health. Laboratory reports
usually are the bases of medical decisions and possible management plans that
considered by physicians. Therefore, laboratory results must be of the highest quality and
reliability to insure that the course of action taken by physicians will almost lead to the
best possible outcome for the patient.
Satisfactions of the provided services, such as in the healthcare institutes, are
considered one of the essential key performance indictor of quality. The World Health
Organization (WHO) indicates that evaluations of client satisfaction might address
various aspects of the provided services: reliability and consistence of the services, the
responsiveness of services, and the willingness of providers to meet client's expectations
and needs. Thus, the efficiency of laboratories could be measured from different
perspective. Physicians are the primary customers of laboratory services and their
satisfaction of provided services is an important quality measure in most quality
assurances frameworks. According to the American Pathologist (CAP) and the Joint
Commission on Accreditation for Healthcare Organization’s laboratory checklist,
physicians are considered the primary customer of laboratories’ services and
measuring their satisfaction is an essential concept [6]. In the United States, most clinical
laboratories are required to assess satisfaction of customers in order to validate and
maintain accreditation. These surveys carried out periodical to characterize limitations,
progress, and changes in laboratory services performances.

Many aspects of the laboratory services could be investigated from the perspective of
physicians including, quality/reliability of test results, staff courtesy, accessibility of
pathologist, accessibility of laboratory manager, phlebotomy services, test menu
adequacy, accessibility of laboratory staff, courier services, routine test turnaround time
(TAT), laboratory management responsiveness, inpatient stat test TAT, critical value
notification, clinical report format, outpatient stat test TAT, and esoteric TAT . In
addition, one of the most obvious indications of laboratory service, which often used as a
crucial performance indicator of laboratory performance, is turnaround time (TAT). TAT

1
 is the time to return a test result. Assessment of TAT allows laboratory directors to
understand whether local performance is adequate or need to be improved, and how it is
compared with published norms. Delays in reporting laboratory results can lead to delay
in the management, diagnosis, treatment and release of patients

Job Satisfaction, as the name suggests, is the feeling of contentment or a sense of

accomplishment, which an employee derives from his/her job. It is a result of appraisal that
causes one to attain their job values or meet out their basic needs. It helps in determining, to
what extent a person likes or dislikes his/her job.

The employee’s attitude towards the job and organization as well becomes positive when they
realize that their job facilitates them in achieving their needs and values, directly (by
performing it) or indirectly (by the package they get). In short, it represents the difference
between employee’s expectations and experience he/she derives from the job. The wider the
gap, the more is the dissatisfaction.

FACETS OF JOB SATISFACTION:

Job Satisfaction is all about an individual’s feelings about the work, work environment, pay,
organization culture, job security and so on. The essential aspects of job satisfaction include:

1. Job content facet

 Work characteristics

 Amount of work

 Compensation

2. Job context facet

 Co-workers, Colleagues, Supervisor, etc.

 Working conditions

 Growth and development opportunities

 Policies and rules of organisation

2
There are instances when an employee’s feelings concerning one facet may spill over and affect
another facet, meaning that if an employee is unhappy with the amount of work, he/she will
likely to become unhappy with the compensation received. Moreover, each facet of job
satisfaction is linked to the respective work environment and cognitive component of the
employee’s attitude.

CAUSES OF JOB SATISFACTION:

 Experience: The experience an employee receives from various components of the work
environment, will influence his/her attitude towards them. Suppose a job is monotonous and
not exciting, then the employee is likely to get dissatisfied with it. There are many
organizations which invest a large sum in making it more interesting and challenging so that
it actively engage the employees and their satisfaction level would be high.

 Association: Association plays a dominant role in job satisfaction, in the sense that if the
current job of the employee is similar to the one he has done in the past, then he may derive
satisfaction level of his previous job to the present one.

 Social Learning: In an organization, people work in groups and interact with them regularly,
either formally or informally, which has a great impact on the level of their satisfaction.
Employees whose job is similar communicate with one another and tend to develop the
same feelings for job elements like the work itself, pay, working conditions, rules,
supervisor, manager, etc. Suppose if someone says that this job is tedious and
unchallenging, everyone in the group agrees to it and develop similar attitude.

 Heredity: Genetic predispositions is important in the context of job satisfaction as people.

According to research, about 30 percent of the job satisfaction is based on the heredity
components.

Managers can measure job satisfaction of a worker by observing their behaviour, interviewing
and distributing questionnaires, to get the information properly.

3
INDUSTRY PROFILE:

The Indian dental market is vast and it is predicted that India will be one of the largest
single country markets for dental products and materials. The dental market is expected to have
a growth rate of 20-30 %, with investment groups building multispecialty hospitals offering
general dentistry and specialist treatments.

99% of the dental market in India is private. Most practices in India are solo with multi-
operations. Several large multinational players such as Apollo
Group, Lockhart and Fortis Healthcare are setting up a chain of dental clinics to tap into this
rapidly growing dental market. Over 90% of the dentists work in and around major cities. As
job opportunities in both the public and private sector are relatively less, most dentists set up
their own private clinic. Every year approx. 12,000 to 15,000 new practices start in the country.
Looking at India’s rapidly growing dental market many multinationals like KAVO G C,
Ivoclar-Vivadent, Dentsply, 3M, Nobel Biocare, Mectron, Sirona, Aceton, Coltene, Voco, S
White, Septodont and others have set up offices in India.

Dental supplies account for the largest share of the overall dental market comprising
consumables and implants, equipment, and services. The segment includes products used in
dental procedures such as amalgams and alloys; prosthetic and aesthetic supplies, orthodontic
supplies, endodontic supplies, dental implants and infection control products.

The Centres for Disease Control and Prevention (CDC) has estimated that 47.2% of the total
population above the age of 65 years globally suffers from some kind of periodontal disease.
Thus, with the rise in periodontal diseases globally, the dental implants and prosthetics market
is also expected to grow in near future albeit the economic crisis took its toll on the dental
supplies industry. The market experienced a sharp decline in sales in recent years, which was
attributed primarily to a decline in patient traffic, as patients deferred or postponed treatment
that further led to a fall in purchases of supplies by dentists and dental laboratories

Despite the rebounding in economy, dental supplies industry still awaits full recovery in
volumes and is not expected to reach the pre-recession levels in immediate future. Demand for
dental products and services is expected to grow in the long run driven by the growing
awareness about oral healthcare, increase in the number of people opting for cosmetic
treatment, and introduction of new products that reduce patient discomfort. The market

4
continues to witness introduction of procedures and solutions that are making the process of
dental surgery less invasive and less time consuming. Efforts are focused on the prevention of
dental ailments, which is in turn driving demand for restorative and repair materials. New
products are aimed at reducing patient discomfort, shorten healing time and provide improved
functioning. Patients and dentists are increasingly adopting dental membrane materials, tissue
regeneration and dental bone graft materials as highly advanced versions of these products are
being developed

Rising edentulous population, increasing disposable income and growing awareness for dental
care are some of key factors driving the growth of dental implants and prosthetics market. With
the introduction of computer-aided design/computer-aided manufacturing (CAD/CAM,)
technology has significantly reduced the dental treatment time. Therefore, the technological
advancements in the field of dentistry are facilitating this trend.

5
COMPANY PROFILE:

The dent art dental clinic deals with the diagnosis and treatment of dental and ore-facial
problems. We have the latest and high-end equipment’s, to provide state of the art dental care
to our esteemed patients. Our aim is to prevent dental disease and save the natural tooth as
much as possible. For this we use a minimally invasive and conservative approach. We provide
general dental care as well as specialized dental treatment with the help of our team of highly
qualified, internationally trained and experienced dentists. We cover all aspects of dentistry.

a)Oral medicine and radiology – deals with clinical and radiographic examination and
prescribing medicines for problems related to teeth, gums, jaws, facial muscles and other
adjacent structures.

b) Preventive and Paediatric dentistry – we provide specialized paediatric dental care for your
little ones, with counselling and behaviour management. Fillings, extractions, root canal
treatment, Habit breaking appliances, space maintainers, etc. are done.

c) Conservative dentistry and endodontic – deals with filling and restoring damaged teeth and
root canal treatment. We use the best in class tooth coloured fillings to give you the original
look and feel.

d) Periodontology - deals with gum problems like bleeding gums, pain in jaws, bone loss etc.

E) Oral and maxillofacial surgery - is the surgical speciality of dentistry that deals with diseases
in teeth, gums, jaw and overlying structures. Treatment is provided not only for cysts and
tumours in or facial region, fractures of facial bones, infections in maxillofacial region, salivary
gland disorders ,but also for temporomandibular joint (TMJ) disorders, correction of jaw
position (orthographic surgery) ,cleft lip and palate.

6
f)Dental implants – replacing lost teeth by placement and loading of dental implants and
following adjunctive procedures like Grafting, Bone augmentation, Sinus lift procedure (direct
and indirect), Ridge split ,Nerve repositioning

We also follow “immediate loading protocol” in selected cases for reduction in treatment
duration and number of visits.

g) Prosthodontics – deals with replacing lost teeth by removable and fixed prosthesis like
removable partial dentures, crown and bridge, Cast partial dentures, flexible denture, PS
dentures

h)Orthodontics and dent facial orthopaedics – misaligned teeth are treated by various options
like Metal braces, Ceramic braces, Lingual orthodontics, My functional appliances for growth
modification, Extra oral appliances

I) Oral pathology – deals with biopsy and examining the oral pathologic specimen
histologically and planning further treatment

J) Public health and community dentistry – we conduct dental camps creating awareness for
community benefit and public welfare.

k) Geriatric dentistry – specialized dental care for senior citizens, early morning or preferred
appointments.

l) Cosmetic dentistry – smile enhancement, digital smile designing (DSD), laminates, veneers,
dental jewellery, etc.

7
NEED FOR THE STUDY:

1. This study aims to identify the satisfaction of doctors about the service of the
Dent art dental laboratory.
2. This study helps to find the significant relationship between the experience and service
satisfaction of dent art dental laboratory.

8
OBJECTIVES OF THE STUDY:

1. To find the level of service satisfaction of dent art dental lab.

2. To find the significant relationship between the experience and service satisfaction of
dent art dental laboratory.

9
HYPOTHESIS:

H0: There is no significant relationship between the experience and service satisfaction of
dent art dental laboratory.

Ha: There is a significant relationship between the experience and service satisfaction of
dent art dental laboratory.

10
LIMITATIONS OF THE STUDY:

1. The sample collected may not be the exact representation of the total population.
2. The response obtained might be inaccurate or biased.
3. The exact information was not recorded because some of the respondents were not
ready to share the information.

11
 CHAPTER Ⅱ

REVIEW OF LITERATURE

INTRODUCTION:

Job satisfaction is a measure of workers' contentedness with their job, whether or not
they like the job or individual aspects or facets of jobs, such as nature of work or
supervision. Job satisfaction can be measured in cognitive (evaluative), affective (or
emotional), and behavioural components. Researchers have also noted that job satisfaction
measures vary in the extent to which they measure feelings about the job (affective job
satisfaction). Or cognitions about the job (cognitive job satisfaction).

DEFINITION:
One of the most widely used definitions in organizational research is that of Locke
(1976), who defines job satisfaction as "a pleasurable or positive emotional state resulting from
the appraisal of one's job or job experiences" (p. 1304). Others have defined it as simply how
content an individual is with his or her job; whether he or she likes the job or not. It is assessed
at both the global level (whether or not the individual is satisfied with the job overall), or at the
facet level (whether or not the individual is satisfied with different aspects of the job). Spector
(1997) lists 14 common facets: Appreciation, Communication, Co-workers, Fringe benefits,
Job conditions, Nature of the work, Organization, Personal growth, Policies and procedures,
Promotion opportunities, Recognition, Security, and Supervision.

JOB SATISFACTION FACTORS:

Job satisfaction is related to the psychology of an employee. A happy & content

employee at a job is always motivated to contribute more. On the other hand, a dissatisfied
employee is lethargic, makes mistakes & becomes a burden to the company. The elements &
factors which contribute to job satisfaction are:

1. Compensation & Working conditions: One of the biggest factors of job satisfaction are the
compensation and benefits given to an employee. An employee with a good salary, incentives,
bonuses, healthcare options etc. is happier with their job as compared to someone who doesn’t
have the same. A healthy workplace environment also adds value to an employee.

12
2. Work life balance: Every individual wants to have a good workplace which allow them time
to spend with their family & friends. Job satisfaction for employees is often due a good work
life balance policy, which ensures that an employee spends quality time with their family along
with doing their work. This improves the employee's quality of work life.

3. Respect & Recognition: Any individual appreciates and feels motivated if they are respected
at their workplace. Also, if they are awarded for their hard work, it further motivates
employees. Hence recognition is one of the job satisfaction factors.

4. Job security: If an employee is assured that the company would retain them even if the market
is turbulent, it gives them immense confidence. Job security is one of the main reasons for job
satisfaction for employees.

5. Challenges: Monotonous work activities can lead to dissatisfied employees. Hence, things
like job rotation, job enrichment etc. can help in job satisfaction of employees as well.

6. Career Growth: Employees always keep their career growth part as a high priority in their
life. Hence, if a company helps groom employees and gives them newer job roles, it enhances
the job satisfaction as they know they would get a boost in their career.

IMPORTANCE OF JOB SATISFACTION:

When allowed to operate freely, job satisfaction can contribute substantially to
organizational effectiveness. It can contribute to productive output in the form of high
quantity and quality of product or services, as well as to organizational maintenance
objective as represented by low absenteeism and turnover. Yet in great many instances
aspect of the individual, the organization, or the environment constrain the satisfaction
productivity relationship to the point where its practical importance is minimal. A
very dissatisfied employee may work hard, produce, be present every day, and stay with
the co; for many tears if there is no place else to go, the person desperately needs a
jobs and there is a real prospect of being fired should good performance not be
maintained.

Ultimately, stress may catch up with such a person and signs of poor corporate citizenship
may appear, but such denials of natural satisfaction-output patterns cans maintain
themselves for long periods. Hence job satisfaction may will be more important to the
individual than to the employing organization. In American society, responsibility for
attaining job satisfaction usually assigned to the individual rather than to the organization.
Individuals can change jobs, thereby obtaining more satisfying work.

13
 CHAPTER-III

RESEARCH METHODOLOGY

Research in common place refers to a search for knowledge. Research is defined as

systematic and scientific search for pertinent information on specific topic or area of study.
Methodology is a plan of action for a research project and explains in detail how data are
collected analysed and presented, so that they will provide meaning information.

RESEARCH DESIGN:

A research design is a plan that specific the objectives of the study, method to adopt in the
collection of data, tool in analysis of data and helpful to frame hypothesis. A research design
is arrangement of condition for collections and analysis of data in a manner that aims to
combine relevance to research purpose with economy in procedure. A research design is
needed because it facilities the smooth sailing of the various project operations, thereby making
the project as efficient towards yielding maximum information with minimum expenditure of
effort, time and money. It also minimizes bias and maximizes the reliability of the data
collected.

DATA COLLECTION:

 Primary data

MEANING OF PRIMARY DATA:

Primary data is raw or unprocessed values that have been collected directly from the field
or from a study. The data can be processed by analytic methods to give out secondary data.

PRIMARY DATA:

Primary data was collected from the doctors by using questionnaire.

14
DESCRIPTIVE RESEARCH:

The study involves the descriptive research design. It includes the survey and fact findings
enquiries of different kinds. The main purpose of this research design is to describe the state of
affairs as it exists at present. It has no control over the variables. The research design give only
report what has happened or what is happening.

SAMPLE SIZE:

It refers to the number of items to be selected from the universe to constitute as a sample.
The sample size should not be excessively large nor should it be too small. The population
represents the total number of customer from the company.

n = 30

SAMPLE DESIGN:

In this study simple random sampling was used to collect data. Simple random is a subset
of individual (a sample) chosen from a large set that is the population. Each individual is chosen
randomly and entirely by chance, such that each individual has the same probability of being
chosen at any stage during the sampling process, and each subset of k individuals. This process
and technique is known as simple random sampling, the principle of simple random sampling
is that every object has the same possibility to be chosen.

DESCRIPTION OF STATISTICAL TOOL USED:

PIE CHART:

A pie chart is a circular statistical graphic which is divided into slices to illustrate
numerical proportion. In a pie chart, the arc length of each is proportional to the quantity
represents. While it is named for its resemblance to a pie which has been sliced, there are
variations on the way it can be presented. The earliest known pie chart is generally credited to
William play fair’s statistical Breviary of 1801. Pie chart are very widely used in the business
world and the mass media. However, they have been criticized, and many experts

15
recommended avoiding them, pointing out that research has shown it is difficult to compare
different sections of a given pie chart, or to compare data across different pie charts. Pie charts
can be replaced in most cases by other plots such as the bar chart, box plot or dot.

16
 CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

TABLE SHOWING CATEGORY OF DOCTORS

Table-4.1
Category of the Doctors
Particulars No. of Respondents Percentage
MALE 22 73
FEMALE 8 27
Source: Primary Data

INFERENCE:
The table 4.1 shows that 73% of the respondents are male and 27% of the
respondents are female.

PIE CHART:

27%

73% MALE

FEMALE

17
TABLE SHOWING AGE OF THE DOCTORS:

Table-4.2
Age- wise classifications of the Doctors
Particulars No. of Respondents Percentage
Less than 25 6 20
26-30 10 33
31-35 9 30
36-40 5 17
More than 40 years 0 0
Total 30 100
Source: Primary data

INFERENCE:
The table 4.2 reveals the information about the age of the doctors. 33% of the
doctors are in the age of 26-30 years followed 30% of the respondents are belong in the age
of 31-35 years followed 20% of the respondents are less than 25 years followed 17% of the
respondents are belong in the age of 36-40.

PIE CHART:

17% 0%
20%

Less than 25
30%
33% 26-30

31-35

36-40

more than 40

18
TABLE SHOWING EXPERIENCE OF THE DOCTORS:

Table-4.3
Experience of the Doctor
Particulars No. of Respondents Percentage
Less than 2 years 8 27
2-5 7 23
6-10 10 33
11-14 5 17
More than 14 years 0 0
Total 30 100
Source: Primary Data

INFERENCE:
The table - 4.3 shows the experience of doctors in the field of dental care where
33% of the dentist are experienced 6-10 years followed by 27% of the doctors are
experienced less than 2 years followed by 23% of doctors belong to 2-5 years followed by
17% of doctors experience belong to 11-14 years.

PIE CHART:

17% 0%
27%

33%
Less than 2 years
23%
2-5

6-10

11-14

more than 14 years

19
TABLE SHOWING CONTACT WITH THE LABORATORY STAFF
WHEN NEEDED

Table-4.4

Contact with the laboratory staff when needed

Particulars No. of Respondents Percentage

YES 18 60
NO 12 40
TOTAL 30 100
Source: Primary Data

INFERENCE:
The table-4.4 shows that 60% of doctors says yes and 40% of doctors says no to
the command.

PIE CHART:

40%

60% YES

NO

20
TABLE SHOWING COMMUNICATION WITH MOST OFTEN IN THE
LABORATORY

Table-4.5
Communication in the laboratory
Particulars No. of Respondents Percentage

Laboratory Director 5 17
Laboratory Manager 9 30
Technician 10 33
Assistant 4 13
Secretary 2 7
TOTAL 30 100
Source: Primary Data

INFERENCE:
The table shows the communication happens between the doctor and dental
care. Where 33% of doctors communicate to technician followed by 30% of doctors
communicate to laboratory manager and 17% of communication done through laboratory
director 13% of communication done through assistant and 7% of communication through the
secretary.

PIE CHART:

7% 17%
13%

30% Laboratory Director

33%
Laboratory Manager

Technician

Assistant

Secretary

21
TABLE SHOWING SATISFICATION OF COMMUNICATION BETWEEN
DOCTOR AND THE LABORATORY STAFF

Table-4.6
Satisfaction of communication between doctor and the laboratory staff
Particulars No. of Respondents Percentage

STRONGLY SATISFIED 11 37
SATISFIED 13 43
NEUTRAL 5 17
DISSATISFIED 1 3
STRONGLY DISSATISFIED 0 0
Source: Primary Data

INFERENCE:
The table-4.6 shows the level of satisfaction about the communication to the
doctors. It shows 43% of doctors are satisfied followed by 37% of respondance are strongly
satisfied and 17% of respondance are neutral and 3% are dissatisfied about the
communication.

PIE CHART:

3%
0%
17%
STRONGLY SATISFIED
37%
SATISFIED
NEUTRAL
DISSATISFIED
43% STRONGLY DISSATISFIED

22
TABLE SHOWING SATISFICATION OF COMMUNICATION BETWEEN
DOCTOR AND THE LABORATORY STAFF

Table-4.7
Satisfaction of communication between doctor and the laboratory staff
Particulars No. of Respondents Percentage

YES 17 57

NO 13 43

Source: Primary Data

INFERENCE:
The above table-4.7 shows that laboratory staff will help to solve the
problem.57% of respondents says yes and 43% of respondents says no to the command.

PIE CHART:

43%
57%
YES

NO

23
TABLE SHOWING COMMUNICATION WITH THE LABORATORY

Table-4.8
Communication with the laboratory
Particulars No. of Respondents Percentage

EMAIL 0 0
TELEPHONE 16 53
FACE TO FACE MEETING 9 30
OTHERS 5 17
Source: Primary Data

INFERENCE:
The above table-4.8 shows the communication medium through which the
communication between the laboratory and doctors will perform. It shows 53% of
communication is done by telephone followed by 30% of respondents through face to face
meeting and 17% of respondents through other medium of communication.
PIE CHART:

0%
17%

53%
30% EMAIL

TELEPHONE

FACE TO FACE MEETING

OTHERS

24
TABLE SHOWING LABORATORY PROVIDED YOU WITH INFORMATION ON
WHICH TESTS ARE AVAILABLE AT THE LABORATORY

Table-4.9
Laboratory provided you with information on tests available at the laboratory
Particulars No. of Respondents Percentage

YES 18 60

NO 12 40

Source: Primary Data

INFERENCE:

The above table shows that information on which tests are available at the
laboratory. It shows that 60% of respondents say yes and 40% of respondents says no to the
command.

PIE CHART:

40%

60% YES

NO

25
TABLE SHOWING REQUEST A LABORATORY TEST, DO YOU KNOW WHEN
YOU CAN EXPECT THE RESULT

Table-4.10
Exception of the result
Particulars No. of Respondents Percentage

YES 18 60

NO 12 40

Source: Primary Data

INFERENCE:
The table-4.10 shows the exception of result from the laboratory where 60% of
the respondents says yes and 40% of the respondents says no to the command.

PIE CHART:

40%

60% YES

NO

26
TABLE SHOWING REQUEST FORM EXTENSIVE ENOUGH TO COLLECT ALL
THE CLINICAL INFORMATION NEEDED

Table-4.11
Collection of clinic information needed
Particulars No. of Respondents Percentage

YES 16 53

NO 14 47

Source: Primary Data

INFERENCE:
The table-4.11 shows that the request form extensive enough to collect all the
clinical information needed. It shows 53% of respondents says yes and 47% of respondance
says no to the command.

PIE CHART:

47%
53%
YES

NO

27
TABLE SHOWING THE REQUEST OF LABORATORY TESTING, DO YOU HAVE
THE POSSIBILITY TO ASK THEM

Table-4.12
Request of laboratory test
Particulars No. of Respondents Percentage

YES 17 57

NO 13 43

Source: Primary Data

INFERENCE:
The table-4.12 shows that the additional questions regarding the request of
laboratory test where 57% of respondents says yes and 43% of respondents says no to the
command.

PIE CHART:

43%
57%

YES

NO

28
TABLE SHOWING THE RESULT REPORT ALWAYS CLEAR TO YOU

Table-4.13
The result of the report
Particulars No. of Respondents Percentage

YES 18 60
NO 12 40
Source: Primary Data

INFERENCE:
The table-4.13 shows that the result report are clear where 60% of respondents
says yes and 40% says no to the command.

PIE CHART:

40%

60%

YES

NO

29
TABLE SHOWING RESULT REPORT INCLUDE ALL THE INFORMATION YOU
NEEDED

Table-4.14
Information needed in the result report
Particulars No. of Respondents Percentage

YES 22 73
NO 8 27
Source: Primary Data

INFERENCE:
The table-4.14 shows the result report includes all the information where 73%
of respondents says yes and 27% of respondents says no to the command.
PIE CHART:

27%

73%

YES

NO

30
TABLE SHOWING THE LABORATORY ALWAYS PERFORM ALL THE TESTS
YOU THINK ARE NECESSARY

Table-4.15
Necessary test performed by the laboratory
Particulars No. of Respondents Percentage

YES 14 47
NO 16 53
Source: Primary Data

INFERENCE:
The table-4.15 shows that the laboratory always performance all the test which
are necessary where 47% of respondents says yes and 53% of respondents says no to the
command.

PIE CHART:

47%
53%

YES

NO

31
TABLE SHOWING CAPACITY OF THE LABORATORY IN YOUR OPINION
SUFFICIENT TO DEAL WITH THE NUMBER OF REQUESTS

Table-4.16
Capacity of the laboratory to perform the request

Particulars No. of Respondents Percentage

YES 18 60

NO 12 40

Source: Primary Data

INFERENCE:
The table-4.16 shows that the laboratory in your opinion sufficient to deal with
the number of request where 60% of respondents says yes and 40% of respondents says no to
the command.

PIE CHART:

40%

60%

YES

NO

32
TABLE SHOWING SATISFACTION WITH THE TURNAROUND TIME OF THE
LABORATORY

Table-4.17
Satisfaction of turnaround time of the laboratory
Particulars No. of Respondents Percentage

STRONGLY SATISFIED 5 17

SATISFIED 13 43

NEUTRAL 8 27

DISSATISFIED 4 13

STRONGLY DISSATISFIED 0 0

Source: Primary Data

INFERENCE:
The table-4.17 shows that the turnaround time of the laboratory where 43% of
the doctors are satisfied with turnaround time followed by 27% of the doctors are neutral
followed by 17% of the doctors are strongly satisfied and 13% of them are dissatisfied with
the turnaround time of the laboratory.

PIE CHART:

13% 0% 17%
STRONGLY SATISFIED

27% SATISFIED

43% NEUTRAL

DISSATISFIED

STRONGLY DISSATISFIED

33
TABLE SHOWING CONTACTS WITH THE STAFF OF THE LABORATORY, WAS
THE STAFF FRIENDLY

Table-4.18
Laboratory staff are friendly approachable
Particulars No. of Respondents Percentage

YES 16 53

NO 14 47

Source: Primary Data

INFERENCE:
The table-4.18 shows that the laboratory staffs are friendly with the doctors
where 53% of the respondence says yes and 47% of the respondence says no to the
command.

PIE CHART:

47%
53%
YES

NO

34
TABLE SHOWING SATISFICATION WITH THE LABORATORY SERVICES

Table-4.19
Satisfaction of the laboratory service
Particulars No. of Respondents Percentage

STRONGLY SATISFIED 9 30
SATISFIED 11 37
NEUTRAL 6 20
DISSATISFIED 4 13
STRONGLY DISSATISFIED 0 0
TOTAL 30 100
Source: Primary Data

INFERENCE:
The table-4.19 shows that the satisfaction level of laboratory service in general
where 37% of the doctors are satisfied followed by 30% of the respondance are strongly
satisfied followed by 20% of the respondance are neutral and 13% of the doctors are dissatisfied
with the service of the laboratory.
PIE CHART:

13% 0%
30%
STRONGLY SATISFIED
20%
SATISFIED

NEUTRAL
37%
DISSATISFIED

STRONGLY DISSATISFIED

35
TABLE SHOWING SATISFACTION WITH THE LABORATORY STAFF

Table-4.20
Satisfaction level of laboratory staff
Particulars No. of Respondents Percentage

STRONGLY SATISFIED 10 33

SATISFIED 13 43

NEUTRAL 6 20

DISSATISFIED 0 0

STRONGLY DISSATISFIED 1 3

TOTAL 30 100

Source: Primary Data

INFERENCE:
The table-4.20 shows the level of satisfaction with the laboratory staff where 43%
of the doctors are satisfied followed by 33% of respondents are strongly satisfied followed by
20% of the respondents are neutral and 3% of the respondents are strongly dissatisfied.

PIE CHART:

3%
0%
20%
34%
STRONGLY SATISFIED

SATISFIED

NEUTRAL
43%
DISSATISFIED

STRONGLY DISSATISFIED

36
 CHAPTER-V

5.1 FINDINGS:
1. It is found that using percentage analysis, 73% of the respondents are male in the
laboratory
2. It is found that using percentage analysis, 33% of the doctors are in the age group of
26-30 years
3. It is found that using percentage analysis, the experience of doctors in the field of dental
care where 33% of the dentist are experienced 6-10 years
4. It is found that using percentage analysis, 60% of doctors says yes to the command the
contact of the laboratory staff are needed.
5. It is found that using percentage analysis, 33% of doctors communicate to technician
are communication happens between the doctor and dental care.
6. It is found that using percentage analysis, 43% of doctors are satisfied to the level of
satisfaction about the communication to the doctors.
7. It is found that using percentage analysis, it says that 57% of respondents says yes
laboratory staff will help to solve the problem.
8. It is found that using percentage analysis, 53% of communication is done by telephone
where communication medium through which the communication between the
laboratory and doctors will perform.
9. It is found that using percentage analysis, shows that 60% of respondents say yes that
information on which tests are available at the laboratory.
10. It is found that using percentage analysis,60% of the respondents says yes that
exception of result from the laboratory
11. It is found that using percentage analysis, 53% of respondents says yes that the request
form extensive enough to collect all the clinical information needed.
12. It is found that using percentage analysis,57% of respondents says yes to the additional
questions regarding the request of laboratory test
13. It is found that using percentage analysis,60% of respondents says yes to the result
report are clear
14. It is found that using percentage analysis,73% of respondents says yes to the result
report includes all the information

37
15. It is found that using percentage analysis, 47% of respondents says yes to the laboratory
always performance all the test which are necessary.
16. It is found that using percentage analysis, 60% of respondents says yes to the laboratory
in your opinion sufficient to deal with the number of request.
17. It is found that using percentage analysis, 43% of the doctors are satisfied with
turnaround time of the laboratory.
18. It is found that using percentage analysis, 53% of the respondence says yes to the
laboratory staffs are friendly with the doctors.
19. It is found that using percentage analysis, 37% of the doctors are satisfied to the
satisfaction level of laboratory service in general.
20. It is found that using percentage analysis, 43% of the doctors are satisfied to the level
of satisfaction with the laboratory staff.

38
5.2 SUGGESTION:

1. 3% are dissatisfied with the level of satisfaction about the communication to the doctors,
so it has to be rectified by the laboratory.
2. 17% of respondents through other medium of communication by which the
communication between the laboratory and doctors. So, it has to be rectified by the
laboratory.
3. 53% of respondents says no for the necessary test to be performed in the laboratory
which has to be rectified by the laboratory.
4. 13% of them are dissatisfied with the turnaround time of the laboratory.so it has to be
rectified by the laboratory.

39
5.3 CONCLUSION:

The overall degree of the doctor’s satisfaction with the dent art dental laboratory
services was quite high .But there were some services such as necessary reports to be performed
of the laboratory, which need attention .therefore the dent art dental laboratory should work
harder and closely to solve the identified problems. In addition, using an electronic record
system from ordering the test to reporting result to the doctor might be one of the recommended
solutions.

The significant relationship between the experience and service satisfaction of dent art
dental laboratory.

40
 CHAPTER VI

6.1 BIBLIOGRAPHY

1. Chaudhuri K.K. (2010) - Human Resource Management: Principles and Practices, Himalaya
Publishing House Pvt. Ltd. Mumbai, p.56.

2. Jeffery J.Hallet, (1986) - “Why Does Recruitment Cost So Much?” Personnel

Administration, p.22.

3. Edwin B. Flippo (1984) - Personnel Management, New York, McGraw-Hill, p.131.

4. Dale Yoder (1975) - Personnel Management and Industrial Relations, Prentice Hall of India,
New Delhi.p.63.

5. Shashi Gupta and Rosy Joshi (2008) – Human Resource Management, kalyani Publishers,
New Delhi, p.5.2.

6. PravinDurai (2010) – Human Resource Management, Pearson Publication, pp.132-133.

7. PravinDurai (2010) – Human Resource Management, Pearson Publication, pp.144-145.

8. Stephen L. Magnum (1982) - Personnel administration, Recruitment and Job search: The
recruitment Tactics of Employees, pp, 96-102.

9. Terry L. Leap and Michael D. Crino (1990) – Personal and Human Resource Management,
Maxwell Macmillan International Editions, P.204

10. ArunMonappa and Mirza S. Saiyadain (1996)- Personnel Management, 2nd edition, Tata
McGraw Hill, New Delhi,p,134.

41
6.2 QUESTIONNAIRE:

Section A – Personal details

1. Name: …………………………………..

2. What is your gender?

[Male/female]
3. Age :
(a)Less than 25 (b) 26-30 (c) 31-35 (d) 36-40 (e) more than 40
4. Experience :
(a) Less than 2 years (b) 2-5 (c) 6-10 (d) 11-14(e)more than 14 years

Section B – Laboratory accessibility

1. Do you always get contact with the laboratory staff when needed?[yes/no]
2. Who do you communicate with most often in the laboratory?
a) Laboratory Director b)Laboratory Manager c)Technician d)Assistant e)Secretary
3. Are you satisfied with the communication between you and the laboratory staff?
a) Strongly satisfied b) satisfied c) neutral d) dissatisfied e) strongly dissatisfied
4. Does the laboratory staff always help you to solve your problems?[yes/no]
5. How do you usually communicate with the laboratory?
a) Email b) Telephone c) Face to face meeting d) others

Section C – Provision of information

1. Has the laboratory provided you with information on which tests are available at the
laboratory? [yes/no]
2. When you request a laboratory test, do you know when you can expect the result?
[yes/no]
3. Is the request form extensive enough to collect all the clinical information needed?
[yes/no]
4. If you have any additional questions regarding the request of laboratory testing, do
you have the possibility to ask them? [yes/no]
5. Is the result report always clear to you? [yes/no]
6. Does the result report include all the information you need to have? [yes/no]

42
Section D – Provision of services

1. Can the laboratory always perform all the tests you think are necessary? [yes/no]
2. Is the capacity of the laboratory in your opinion sufficient to deal with the number of
requests? [yes/no]
3. Are you satisfied with the turnaround time of the laboratory?
a) Strongly satisfied b) satisfied c) neutral d) dissatisfied e) strongly dissatisfied
4. In your contacts with the staff of the laboratory, was the staff friendly? [yes/no]
5. Are you, in general, satisfied with the laboratory services?
a) Strongly satisfied b) satisfied c) neutral d) dissatisfied e) strongly dissatisfied
6. Are you satisfied with the laboratory staff?
a) Strongly satisfied b) satisfied c) neutral d) dissatisfied e) strongly dissatisfied

43