Customer Satisfaction

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard

In simple term the word satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a productsperceived performance (or outcome) Monitoring customer satisfaction can be done as a marketing tool Resolve customer complaints and to meet their expectation.

Highly satisfied customer

Stays Longer Buys More Talks Favorably about Products Offers Ideas Costs Less than New Customer

PROBLEM OF THE STUDY

Unhappy patients will never avail the services again The reputation of the hospital/clinic decreases. The patients are more likely to communicate a bad experience to other s than a good one.

OBJECTIVE OF THE STUDY

Primary Objective
Measure the customer satisfaction at GTP with respect to Chennai

Secondary objective
To analyze patient health record To prescribe the right medince

Scope of the study

The study is limited to medium size to large size private multi-specialty hospitals in Chennai.

This study takes into consideration the availability of health record and the level of service provided at the clinic, in order to measure the level of customer satisfaction

RESEARCH METHODOLOGY
Research Design: The research being used here is of adescriptive type. The main purpose of descriptive research is to study thecurrentstate of affairs. The researcher has no control over the variable and can only report what has happened or what is happening. SOURCES OF INFORMATION The source includes both primary data & secondary data. PRIMARY DATA Primary data consists of the original information collected for a specific purpose. The primary data for this research is collected through a structured questionnaire. The researcher had personally met the respondents and had assisted them in answering the questions. RESEARCH INSTRUMENT TOOL QUESTIONNAIRE The questionnaire is considered as the heart of the survey. In this method of data collection, pre-printed list of questions arearranged in a sequence. The questionnaire is to be filled by the respondents. A structure and undisguised questionnaire was used as the study was based on a specific category of employees. It contains both close ended and open ended questions. SECONDARY DATA Secondary data consists of information that already exists somewhere having been collected for the study. The secondary data was collected through websites, books and pamphlets etc.

Sampling area: The sampling unit of the study is Various clinic. Sampling design: Non probability method of sampling is followed in this research. Sampling technique: Convenience sampling technique is employed here. Sampling frame: The samples are chosen from the customers GTP infotech. Sample Size: A sample size of 120 is drawn.

Descriptive Measures used for data analysis: PERCENTAGE METHOD: Percentage analysis is a data analysis technique used for the research. The data in this method are reduced to standard form with base equal to hundred. This facilitates relative comparison between two or more series of data. Percentage = Number of respondents x 100 Total number of respondents CHI-SQUARE TEST: Chi-square test is the most widely used non parametric test of significance. It is particularly useful in those tests involving nominal data but can also be used for higher scales. Using this technique, the significant differences between the observed distribution of data among categories and the expected distribution are tested on the null hypothesis. This test can be used in one sample, two independent samples or k independent samples. It must be calculated with actual counts rather than percentages. The formula for the chi-square ( ) test is

Oi = observed number of cases categorized in the ith category Ei = Expected number of cases in the ith category under Ho K = the number of categories ANNOVA AND CORRELATION is also used for the analysis.

QUESTIONNAIRE Name of the hospital: Address: Contact no. : Contact person: How long your organization has been in service (in years)? 1 yr 2-5 yrs 6-10 yrs 11-15 yrs More than 15 yrs Number of beds in your hospital. <25 25-50 50-75 75-100 >100 Is HMS implemented in your hospital? Yes using this HMS (in years)?

No How long you have been

<1 yr 2-4 yrs 5-7 yrs 8-10 yrs >10 yrs

How long is your user license valid (in years)? <5 yrs 5-10 yrs 11-15 yrs 15-20 yrs >20 yrs HMS is currently supported by Developer Service agency In-house On which Platform does the system works? Dbase FoxPro 1 Very Bad 2 Bad 3 Average 4 Good 5 Very Good Adequacy Convenience Timeliness Dependability Satisfaction

No support Windows Others: ________________ 8. Performance ratings:

9. Have you encountered any problem while using this system? Yes/No 10. What is the annual support cost?
<10, 00,000 10, 00,000-50, 00,000 50, 00,000-100, 00,000 >100, 00,000

Are you planning to buy a new HMS? Yes/No What is your investment capacity on the system/software? <5, 00,000 5, 00,000-10, 00,000 10, 00,000-15, 00,000 15, 00,000-20, 00,000 >20, 00,000

Rank the importance of following factors while buying a new HMS (Rank them from 1 onwards in order of decreasing importance) Options Ranks 1 2 3 4 5 6 Cost Capability Advanced technology Vendor reputation Serviceability