Presented by, SHAHBAZ ALAM Roll No. : 22

OBJECTIVESTo examine the important dimension of service

quality i.e RATER Reliability, assurance, tangibility, empathy and responsiveness of Continental Hospital and it’s effect on customer’s satisfaction.

To know which service quality dimension of the Hospital is performing well.

To find out the level of customers from the service quality offered by the Continental.

Data AnalysisReliability Dimension

Very good10%

Good30%

Neutral20%

Bad32%

Very Bad8%

Assurance Dimension Very good16%

Good24%

Neutral20%

Bad30%

Very Bad10%

Tangibility Dimension Ver

y good14%

Good20%

Neutral44%

Bad12%

Very Bad10%

Empathy Dimension

Very Good30%

Good10%

Neutral20%

Bad24%

Very Bad16%

Responsiveness Dimension

Very Good24%

Good40%

Neutral16%

Bad12%

Very Bad8%

FINDINGS The Reliability dimension of services is Highest performance

of these all. According to finding s the score Assurance is not satisfactory

but not unsatisfactory. The score of Tangibility dimension of service is smaller as

compared to Reliability. In Continental, the score of Empathy is lowest so that they

are focusing on customer individual attention. As score for Responsiveness is at second place of the given

scale so the customers of Continental are very confidence on prompt service.