Abdul Rasheed and Sharon Thomas

8/19/2019 Abdul Rasheed and Sharon Thomas

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PROJECT REPORT

“A STUDY ON THE CUSTOMER SERVICE QUALITY

WITH REFERENCE TO VAIDYAMADHAM VAIDYASALAAND NURSING HOME”

Submitted to

University of Calicut

In Partial fulfillment of the requirement for the degree of

BACHELOR OF BUSINESS ADMINISTRATIONSubmitted by

ABDUL RASHEED. P.A

(Reg. No:S!N""!R#$%

Under the guidance of

Mr. SHARON THOMAS

(&ecturer' deartment of )anagement Studies%

Depar!e" #$ Ma"a%e!e" S&'(e)

MAR DIONYSIUS COLLEGE (!ffiliated to Calicut University%

*+,-*+,/

Depar!e" #$ Ma"a%e!e" S&'(e)


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MAR DIONYSIUS COLLEGE

PA0HANJI

CERTIFICATE

*his is to certify that Mr. A1'&2 Ra)3ee'. P.A is bonafide student of "achelor of

"usiness !dministration of the Depar!e" #$ Ma"a%e!e" S&'(e) in )ar

ionysius College Pa+han,i and this is the Pro,ect Reort entitled “A )&'4 #" 3e

5&)#!er )er6(5e 7&a2(4 8(3 re$ere"5e # Va('4a!a'3a! Va('4a)a2a a"'

"&r)("% 3#!e” is a genuine -or done by him in artial fulfillment of the a-ard of

degree of "achelor of "usiness !dministration of University of Calicut.

/0ternal /0aminer Prof. Ra,i. !.) Prof. Sharon *homas

( 12 % (/0ternal /0aminer%


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DECLARATION

I' ABDUL RASHEED. P.A is a bonafide student of deartment of management

studies' )ar ionysius college' Pa+han,i. I -ould lie to declare that this ro,ect

entitled “A )&'4 #" 3e 5&)#!er )er6(5e 7&a2(4 8(3 re$ere"5e #

Va('4a!a'3a! Va('4a)a2a a"' "&r)("% 3#!e” is a ro,ect -or done by me under

the guidance of Mr. S3ar#" T3#!a) eartment of )anagement Studies in artial

fulfillment for the a-ard of the degree of "achelor of "usiness !dministration'

submitted to University of Calicut. *his ro,ect is my genuine -or and is not

submitted to the university by any other erson in any other form.

Place : Pa+han,i Signature

ate: ABDUL RASHEED. P.A


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AC9NOWLEDGEMENT

I -ould lie to e0ress my sincere gratitude to all the eole -ho -ere

involved' directly and indirectly in the successful comletion of this ro,ect. 3irst and

foremost let me sincerely than !lmighty for maing me caable of comleting my ro,ect -or successfully and on time.

Ne0t I -ish to e0ress my hearty gratitude to our resected Princial Pr#$.

Ba14 J#)ep3 for roviding the ermission in taing u this ro,ect -or. I am

e0tremely thanful to Mr. S3ar#" T3#!a) for the active and atient suort

for-arded to me in resect of his ro,ect. I am very grateful to Mr). Ra:(. A.M

(12%' ro,ect guide' for his continuous' valuable and timely motivation -ithout

-hich the ro,ect -ould not have been efficiently comleted.

I render my -hole hearted thans to all the other resected faculties of the

management deartment' librarian' and all other office staff for their assistance and

cooeration given to me in regard to this -or.

)y sincere gratitude to-ards all the staffs of Va('4a!a'3a! Va('4)a2a ;

N&r)("% H#!e for the cooeration they rendered throughout my ro,ect' &ast but not

the least4 I -ould lie to than my arents and friends for roviding moral suort

during the venture.

ABDUL RASHEED. P.A


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CONTENT

No Chater Page

5 IN*R2UC*I2N 56$

5.5 Introduction #

5.# efinition #

5.$ imentions of quality #

5.7 )easuring service quality $

5.8 )easuring sub,ective elements of service quality $

5.9 )easuring 2b,ective elements of service quality $

# R/I/; 23 &I*/R!*UR/ 76<

$ C2)P!N= PR23I&/ >659

7 R/S/!RC1 )/*122&2?= 5


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CHAPTER < I

INTRODUCTION


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INTRODUCTION

Service quality is a comarison of e0ectation -ith erformance. ! business -ith high

service -ill meet customer needs -ish list remaining economically cometitive.

Imroved service quality may increase economic cometitiveness. *his aim may be

achieved by understanding and imroving oerational rocess4 identifying roblems'

quality and systematically4 establishing valid and reliable service erformance

measures and measuring customer satisfaction and other erformance customers.

De$("((#"

3rom the vie- of business administration' service quality is an achievement in

customer service. It reflects at each service encounter ' customer from service

e0ectation from ast e0eriences' -ord of mount and advertisement. In general

customers comare erceived service -ith e0ected service in -hich if the former

falls short of the latter the customer are disaointed.

D(!e"(#") #$ )er6(5e 7&a2(4

! customer e0ectation of a atients service is determined by factors such as

recommendations' ersonal needs and ast e0erience. *he e0ected service and

erceived service sometimes may not be equal thus leaving a ga . *he service quality

model or the @?a )odelA develoed by a grou of authors Parasuraman' Beithami

and "ery at ta0as and North Carolina in 5>8' highlights the main requirements for

delivering high service quality. It identifies five gas that cause unsuccessful delivery

customers generally have a tendency to comare the service they @e0erienceA -ith the

service they e0ect. If the e0erience does not match -ith the e0ectation there arises

ga. *en determaints may influence the aearance of a ga -ere described by

Parasuraman' Beithami and "ery in the S/RU!& model' reliability' resonsiveness

cometence' access' courtesy' security '&ater the determaints -ere reduced to five

tangibles' reliability' resonsiveness' service assurance and emathy in' so called Rater

)odel.


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Mea)&r("% )er6(5e Q&a2(4

)easuring service quality may be involve both sub,ective and ob,ective rocess. In

both cases' it is often some asect customers satisfaction -hich is being assessed.

1o-ever customer satisfaction on an indirect measure of service quality

Mea)&r("% )&1:e5(6e e2e!e") #$ )er6(5e 7&a2(4

Sub,ective rocess can be in charge to characterstics (assessed be the S/RU!&

model% in incidents(assessed in critical incident theory% frequen+ relevan+ analyse a

?erman term. *he most imortant and most used method -ith -hich to measure

sub,ective elements of service quality is the serqual method.

Mea)&r("% #1:e5(6e e2e!e") #$ )er6(5e 7&a2(4

2b,ective rocess may be subdivided into rimary rocess and secondary rocess.

uring rimary rocess' Silent customers create test eisodes of service or the service

eisodes of normal customers are observed. In secondary rocess' quantifiable factors

such as numbers of customers comlaints of returned goods are analysed in order tomae inference about service quality.


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CHAPTER < II

REVIEW OF LITERATURE

REVIEW OF LITERATURE


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5 . Ma(ap#" Re=3a ; S&r4a Ra#' D/0ectation and ercetions of service quality

-ith secial reference to life insurance cororation in )adurai districtE' Fournal of

business studies and research ' ol65' the resent aer attemt to insurance is the best

form of fortification against ris that has been formulated by men. Since ite emergence

insurance has become an avoidable to entry asect to entry asect of human life from

disorders of building roerties from house hold activities to multimillion doller

ro,ect.*he insurance industry in India -as oened u to rivate sector articiation in

the year #GGG. "ecause of the industry of rivate olayers in the insurance maret.

#. F&21&% S("%3 a"' Da6("'er 9a&r' Dservice quality and customer satisfaction in

bans: Revie- D Fournal of social and management seience ol HHHIH No. #

Service sector is gro-ing as an imortant sector in -orld economy. *he comle0

nature of service$ and their gro-ing imortance have made it necessary for firms to

deliver better service quality to satisfy their customer satisfaction is almost imortance

for the gro-th and survival of financial institution. *he resent research aer is an

effort to e0lore the contributions made by various researches to-ards the

measurement of service quality of bans and its relationshi -ith customer

satisfaction. *he various studies conducted at national as -ell as international level

reveal that service quality is ositively and strongly associated -ith customer

satisfaction and therefore' the ban should tae necessary ste to imrove service

quality to deliver better customer service in order to ee the customer satisfied ansretain them in long run.


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$ . G B3ara3( 9a!a3 @)easuring service quality (S/RU!&%in bansA Fournal

of social and management science ' vol HHHIH No.5. *he resent aer attemt to

satisfaction of the customer deends on the quality of service ' *herefore 'measuring

customer satisfactionhel the ban to understand the customer needs ' and change the

strategy of the ban accordingly. *he ob,ective of the aer is to determine the crucial

factors -hich affect the customer satisfaction in bans. *he methodology used in

survey model using structures questionnaire ti measure service quality. *he data is

collected from #7$ ban customers in )angalore city. *he S/RU!& is measured

on five different dimention of tangibility' reliability'resonsiveness' assurance and

emathy. *he analysis of data sho- that S/RU!& score for all ## items under the

said five bear negative signs. It means that e0ectations are greater than erformance'

this indicated that erceived quality is less than satisfactory and service quality ga

materiali+es.

7 . Neera: 9a&)3(= a"' M#"(4a A%%ar8a2>*+,+? Dservice quality measurement in

health sector a study in hosital of "hi-aniE6eyees ,ournal of science vol6# No.# .

*he concetuali+ation and measurement of service quality ercetions in case of

indiance health sector have been one of the most debated toics in the service maing

literature. *he service quality scale develoed -as an attemt to measure the

ercetion of service quality. *he resent study attemted to analyse service quality

rovided by hosital in "hi-ani(1ariyana% and the results demonstrates the usefulness

of the S/RU!& aroach as a measure of service quality.


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8 . V(=a) Ga&3a!>*+,,? DService quality ercetions of customers about insurance

comanies an emirical studyE India ,ournal of mareting vol75 No.$

O1:e5(6e #$ 3e )&'4

• *o determine the ercetion of customers regarding the service quality in

insyrance comanies

• *o determine to relevant diamensions of service quality.

F("'("%) #$ )&'4

Present study individual five dimension of the service quality ercetion namelytangibility' reliability' resonsiveness' assurance' emathy. *he analysis of these

dimensions indentified that bet-een ublic and rivate insurance comanies' rivate

insurance comany ICIC rudential has high tangibility interms of the emloyees

hysical evidence and ambians. 1o-ever ublic insurance &IC is the oldest comany

but emloyees of ICIC rudential are comaratively more rofessional. In case of

ambiance ' age in rivate insurance comanies are sending more than ublic

insurance comanies. *here fore customers erceive it as quality tangible offer in case

of rivate insurance comanies.


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CHAPTER < III

COMPANY PROFILE

COMPANY PROFILE

Va('34a Ma'3a!


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aidyamadham is one of the famous !shtavaidya grou of families in erala. !s said

before' they are the only one family belonging to the "harad-a,eeya grou. It is

believed that this family -as brought here as Saala aidya by none other than the

famous )e+hathole !gnihothri -ho conducted JJ soma yagas to re6establish the

edic arma and =agnya Culture of our country. Saala vaidya is a secial status

conferred on them -ho is resonsible for health of the articiants of yagnya.

*hough authentic roof is not available' incidents illustrating the legendary sills of

the hysicians of the family have come through generations. 2ne such incident -as

the birth of Pareeshith *hamuran' a noted scholar and one of the famous rulers of

erala. *he delivery -as so comlicated that the chances of saving both the mother

and the child became most unliely. *he then hysician of this family' -ho fortunately

arrived at the scene' decided to try his hands on the case. !fter obtaining consent from

the ing' it is said that he selected some herbs from the alace courtyard' ground it to

mae t-o tyes of medicines in aste form and alied one of them on one side of a

-ooden board and the second on the other side. *he attending mid-ife -as

secifically instructed to e0ose one side of the board to the vagina of the queen till

the delivery -as over and then reverse the board immediately as other-ise the -hole

internal arts -ould come out resulting in the death of the queen. *he child -as

named Pareeshith o-ing to these e0traordinary incidents related to his birth. (1ere

'Pareesha means a risy e0eriment.%. It must be noted that no medicines -ere

alied e0ternally nor taen internally. *his incident illustrates the e0tra ordinary

o-ers of !yurveda and the brilliant diagnostic sills of its ractitioners

A)3a6a('4a" Va('4a!a'3a! Va2(4a Nara4a"a" Na!1##'(r( ># 6 5J8J%'

-as a -ell no-n hysician of the family' -ho is remembered by many' for his

astonishing diagnostic sills and simle and effective treatments. 1e -as also an

e0ert in detecting )aranalashana (the signs of death%. 1e -as a confident and

daring hysician of his time' for he brought many comlicated treatments bac into


15/43

ractice. 2ne such treatment -as utiraveshiam 6 a treatment to arrest the ageing

rocess. It is interesting to note that -hile e0tensive researches are still going on in

various medical discilines all over the -orld to arrest the ageing rocess' here India

there already e0isted a system of medicine -hich had a successful aroach to it and

hysicians -ho racticed it. No-adays eole do not sho- much interest in this

treatment because of its duration. Siravedha (cutting of vein to let out imure blood%

-as another rare rocess of treatment he brought into ractice.

&ate. !shtavaidyan aidyamadham Cheriya Narayanan Namboodiri is his grandson

and studied !yurveda in the guruula style under the tutelage of his grandfather. It -as

his grandfather -ho started the aidyamadham aidyasala K nursing home in 5J5#

)3a6a('4a" Va('4a!a'3a! Va2(4a Nara4a"a" Na!1##'(r( >%' -as a

legendary figure in his life time . 1e -as sometimes referred to as the most efficient

!yurvedic hysician so far born. Unlie his father he travelled e0tensively through the

length and breadth of the country to treat atients of chronic and comlicated diseases'

to deliver lectures on !yurveda and to artae in discussions and seminars ertaining

to the roagation of various treatment modalities cited in the !yurveda te0ts. ue to

his e0tensive no-ledge on various sub,ects lie Sansrit' edas' )ythology' ancient

Indian Culture and Classical arts etc.' he -as considered as a living encycloedia.

"eing a versatile genius he commanded high resect from every -al of life..

*he last 9&(pra6e)3(=a! in the history of !yurveda -as erformed by him some

fifty years ago. Suervised by his father and assisted by his son' he erformed

utiraveshiam for his friend and close comanion' the late Poomully asudevan

Namboodiriad.1e too u many a comlicated case -hich other hysicians dared not

and he dislayed an intense assion -hile dealing -ith various cases. *he honorary

title of VAIDYASHASTRA MAHODADHI -as conferred on him by Sree Sree

anchiamaoti )atathiathi Sree Fayendra Saras-athi S-amial' for his outstanding

contributions to !yurveda.


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NURSING HOME

*he nursing home is set amidst eaceful sylvan surroundings. /ngulfed by the

soothing foliage and medicinal lants' the nursing home is a haven for those seeing

mental and hysical rela0ation. *he inatient deartment of the nursing home started

functioning in 5J' initially -ith si0 rooms. *his -as gradually e0anded $G

sacious rooms equied -ith facilities for treatment' bathing and cooing. *o

accomodate more atients five secial rooms have been rented from the *rust.

Secially trained attendants tae care of the nursing art. 2ne relative or attendant is

allo-ed to stay -ith the atient. !ll tyes of treatments including Pa"53a=ar!a are

done here in the traditional style.

*he Clinical *reatments in !yurveda serve an imortant role in curing diseases

esecially of the chronic tye. *he treatments are generally divided into

t-o: SHODHANA (removal of adversely affected. doshas% K SHAMANA (curative%.

Panchashodhanaarma or Panchaarma is the most rominent one in the former

grou. Panchaarma treatments are not carried out on ra- atients. *his is because the

atient has to be conditioned to accet such serious treatments. *hese reliminary

treatments are called Snehas-eda. Pi+hichil or *hailadhara ( ouring of -arm oil% and

Navarai+hi (massage -ith secially reared i+hi made out of navara rice and

urunthotti ashaya etc% are the t-o ma,or treatments in snehas-eda. Snehaanam is

another tye in this grou. !t the same time snehaanam is done as Shamanachiilsa

too in -hich after snehaanam' irechana (medication for clearing bo-els% or amana

(medication to vomit% are done after s-edam (s-eating of the body by e0osing to

steam% as other-ise the cleansed doshas -ill dissolve into the dhathu (the basic

elements%. )edication' generally are for curation (Shamana%. ashaya' Choorna '

tablet etc are curative. *haradhara ( hara is a treament in -hich medicated fluid is

oured on the forehead -ith out brea -hile the body is being massaged% and


17/43

*halaothichil (covering head -ith medicines -ell ground % too are included in the

shamana grou.

Panchaarma consists of five methods of urifying the body 6 asthi' (medicatedenema%' amanam' (medication to mae to vomit%' irechnam' (medication for

cleaning the bo-els%' Nasyam or Siro irechanam' (insertion through nose% K

Rathamosham' (&etting of imure blood%.


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CHAPTER < @

RESEARCH METHODOLOGY


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RESEARCH METHODOLOGY

INTRODUCTION

Research methodology is a -ay to find out the given roblem on a secific matter of

roblem that is also refered as research roblem. In methodology' research use

different critieria for solving searching the given research roblem. ifferent sources

use different tye of method for solving the roblem. If -e thin about the -ord

@)ethodologyA ' it is the -ay of searching the research roblem. (Industrial Research

Institute ' #G5G% !ccording to ?odard and )elvlee #GG7

!ccording unans-ered question or e0loring -hich currently not e0ist is a research.

In research methodology' research tries to search the given question systematically in

our o-n -ay and find out all ans-ers till conclusion. If research does not -or

systematically on roblem' then -ould be less ossibility to find out the final result for

finding research questions' a research face lot of roblems that can be$ effectively

resolved -ith using correct research methodology. *he advanced learners dictionary of

current /nglish lays do-n the meaning of research as a careful investigation or inquiry

esecially through for a ne- fails in any branch of no-ledge. Redmen K )ory(#GGJ%

define research as a systemati+ed effort to gain ne- no-ledge.

Sae!e" #$ pr#12e!

efining roblem in clean terms in very imortant to a research -or or a ro,ect-or' -hen the roblem got defined clearly. *he research can do hisLher -or

successfully. *hen aim of his study is detailed analysis of customer service quality of

aidhya )adam aidhya sala and Nursing home' ;hich is located ar )e+hathueur in

Palaad district.

O1:e5(6e)


20/43

• *o find out the customer service quality rovided by the aidhya )adam

aidhya sala and nursing home

• *o find out -hat basis eole choose this hosital

S5#pe #$ 3e )&'4

*he study has a -ide scoe. *he survey included all tye of customers lie atients

and inatients of aidhya madam aidhya sala and nursing home. *he survey includes

all the customers quality rovided to customers at aidhya madam aidhya sala and

nursing home.

Sa!p2e De)(%"

Sa!p2e )(e M $G resondents

Sa!p2e e53"(7&e6 Random samling technique

Statistical tool grah and diagram are used for analy+ing

Daa 5#22e5(#"

S#&r5e #$ Daa

In the rocess of data collection the research should ee in mind' *-o tye of data

that is rimary and secondary data.

*he source of data -hich is used to this both rimary and secondary data. *he rimary

data is used as questionnaire and secondary sources are boos and internet.

L(!(a(#")

• *he si+e of samle is too small

• *here is a chance to misinterretation of questions

• *he eriod of study is very short


21/43

D()r(1&(#" )3#8("% pre$er A4&r6e'(5 Trea!e"

#p("(#" N#. #$ re)p#"'e") Per5e"a%e

No side effect 5G $$

"etter than others > #


22/43

Op("(#" N# #$ re)p#"'e") Per5e"a%e

Relatives

3riends

Colleagues

)edia

Nearer to home

*otal

5$

>

$

#

7

$G

7$

#


23/43

D()r(1&(#" )3#8("% 5#!$#ra12e 8(3 3e p2a5e 83ere 3e $(r!

() 2#5ae'

Op("(#" N#. #$

re)p#"'e")

Per5e"a%e

=es #8 >$

No 8 5


24/43

8e22 're))e'

Op("(#" N#. #$

re)p#"'e")

Per5e"a%e

=es #> J$ No #


25/43

Op("(#" N#. #$

re)p#"'e")

Per5e"a%e

=es #8 >$

No 8 5


26/43

re)p#"'e")

=es #G 9


27/43

re)p#"'e")

=es #9 >


28/43

*otal $G 5GG

)0%

#0%

&es

No

I"erprea(#"

In the above table sho-s that JG of customers are satisfied -ith the round

cloc services rovided by the hosital and only5G of customers are not

satisfied -ith this.

D()r(1&(#" )3#8("% )er6(5e) pr#6('e' a )pe5($(e' (!e

Op("(#" N#. #$

re)p#"'e")

Per5e"a%e

=es #J J


29/43

&es No0%

20%

$0%

'0%

(0%

#00%

#20%

0)7

3%

&es

Colu!n#

I"erprea(#"

In the above table sho-s that J


30/43

/0cellent

ery good

?ood!verage

"ad

*otal

5G

>

>7

6

$G

$$

#<

#<5$

6

5GG

*+cellent ,ery good -ood Average Bad0%

"%

#0%

#"%

20%

2"%

30%

3"% 033

27%027

0#3

0

*+cellent ,ery good -oodAverage Bad

I"erprea(#"

*he above diagram reresent that $$ of customers feels that ersonnel they are ready

to hel atients in e0cellent manner #


31/43

/0cellent

ery good

?ood

!verage

"ad

*otal

57

<

9

$

6

$G

7<

#$

#G

5G

6

5GG

*+cellent ,ery good -ood Average Bad0%

"%

#0%

#"%

20%

2"%

30%

3"%

$0%

$"%

"0% 0$7

23%02

0#

0

*+cellent ,ery good -ood

Average Bad

I"erprea(#"

*he above chart reresent that 7


32/43

re)p#"'e")

=es #> J$

No # <

*otal $G 5GG

&es No0%

#0%

20%

30%

$0%

"0%

'0%

70%

(0%

)0%

#00% 0)3

7%

&es

Colu!n#

I"erprea(#" !bove table sho-s that only J$ customers oined that service and other

rocedures are comlicated and


33/43

1ighly satisfied

Satisfied

Neutralissatisfied

1ighly satisfied

*otal

5#

J

<#

6

$G

7G

$G

#$<

6

5GG

$0%

30%

23%

7%

.ighly satis/ed

atis/ed

Neutral

1issatis/ed

.ighly satis/ed

I"erprea(#"

In the above table sho-s that 7G of customers are highly satisfied' $G of

customers are satisfied #$ neutral' and


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1ighly satisfied

Satisfied

Neutral

issatisfied

1ighly dissatisfied

*otal

55

5G

>

5

6

$G

J<

$$

#<

$

6

5GG

0

"

#0

#"

20

2"

30

3"

$0 37

33

27

3

0

.ighly satis/ed

atis/ed

Neutral

1issatis/ed

.ighly dissatis/ed

I"erprea(#"

In the above table sho-s that $


35/43

Op("(#" N# #$ re)p#"'e") Per5e"a%e

1ighly satisfied

Satisfied

Neutral

issatisfied

1ighly dissatisfied

*otal

58

J

8

5

6

$G

8G

$G

5<

$

6

5GG

0

#0

20

30

$0

"0

'0

"0

30

#7

3

0

.ighly satis/ed

atis/ed

Neutral

1issatis/ed.ighly dissatis/ed

I"erprea(#"

In the above table sho-s that 8G of customers are highly satisfied' $G of customers

are satisfied 5


36/43

Op("(#" N#. #$

re)p#"'e")

Per5e"a%e

=es #J J<

No 5 $*otal $G 5GG

&es No0%

20%

$0%

'0%

(0%

#00%

#20%

0)7

3%

&es

Colu!n#

I"erprea(#" It is clear from the above table that J


37/43

CHAPTER <

FINDINGS SUGGESTIONS

AND CONCLUSION

FINDINGS

aidhya )adham aidhya sala K Nursing home is one of the famous asta

vaidhya grou of families in erala. !fter aidhya aliya Narayanan

Namboodiri is the founder of vaidhyasala

)ost of the customers are referring ayurvedic treatment because of it is

better tan others.

)ost of the customers get information about the institution from

relatives.


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>$ of customers are comfortable -ith the lace' -here the firm is

located.

J$ of customers are oined that the hosital ersonnel neat K -ell

dressed. >$ of customers are oined that the hosital environment clean K -ell

dressed.

9


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$. &oo at all comlaints about the service' as an oortunity to

imrove aim to resolve any comlaint quality and efficiently.

CONCLUSION

*he study on customer service quality -as under taen in aidhya )adam aidhya

sala K Nursing home.

Customer service is the disline of roducing the best ossible solutions and suort

to the valued customer being everyone. ?reat customer service -ith dedications to the

customers need before' during and after sale or service arrangement. Service quality is

the achievement in customer service.


40/43

*he customers in hosital feels that they are getting higher level of service quality

-hich -ill heads to long e0istence of the organi+ation.


41/43

!PP/NIH

Q&e)(#""a(re

Personal ata

?ender:

istrict:

(*ic the most referable otion%

5 .W34 '# 4#& pre$er A4&r6e'(5 Trea!e"

No side effect "etter than others Cure for ever

!s tradition &ess costly

# . Fr#! 83ere '(' 4#& %e 3e ("$#r!a(#" a1#& 3() (")(&(#"

Relative 3riends Colleague )edia Nearer to home

$ . D# 4#& $ee2 5#!$#ra12e 8(3 3e p2a5e 83ere 3e $(r! () 2#5ae'

=es No


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7 . I) 3e 3#)p(a2 per)#""e2 "ea a"' 8e22 're))e'

=es No

8 . I) 3e 3#)p(a2 per)#""e2 e"6(r#"!e" 52ea" a"' 5#!$#ra12e

=es No

9 . I) 3e 3#)p(a2 per)#""e2 5#")('er("% pa(e") 1e2(e$ a"' e!#(#")

=es No

< . D#e) 3e 3#)p(a2 pr#6('e ("'(6('&a2 ae"(#" # pa(e")

=es No

> .Are 4#& )a()$(e' 8(3 3e r#&"' 3e 52#5= a )er6(5e)

=es No

J . I) 3e )er6(5e pr#'&5e' )pe5($(e' (!e

=es No

5G .W(22("%"e)) #$ 3#)p(a2 per)#"a2 # 3e2p 5&)#!er)

/0cellent ery good ?ood !verage "ad

55 .P#2(e a"' $r(e"'24 e"5#&"er #$ 3#)p(a2 per)#""e2 # 3e 5&)#!er)

/0cellent ery good ?ood !verage "ad

5# . D# 4#& $ee2 3a 3e )er6(5e) a"' #3er pr#5e'&re) are 5#!p2ee'

=es No

5$. W3a () 4#&r #p("(#" a1#& p34)(5a2 $a5(2((e) pr#6('e' 14 $(r!1ighly satisfied Satisfied Neutral issatisfied

.ighly satis/ed

57. Sa()$a5(#" #$ )er6(5e 53are a"' #3er epe")e)

1ighly satisfied Satisfied Neutral issatisfied

1ighly satisfied

58. C#) 6ar)e) 7&a2(4 #$ )er6(5e)


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1ighly satisfied Satisfied Neutral issatisfied

1ighly satisfied

59. W(22 4#& 1e re5#!!e"'("% 3e 3#)p(a2 # #3er)

=es No

BIBLIOGRAPHY

Prosects of aidhyamadam

;ebsite of aidhyamadam

Services mareting

• alarie ! Beithami

• )ary Fo "itner

• -ayne ?remler

• !,ay Pandit

Documents

Abdul Rasheed and Sharon Thomas