A STUDY ON QUALITY OF SERVICES RENDERED BY MMHRC EXPECTATIONS This survey deals with your opinions of Hospitals/Clinics.

Please show the extent to which you think hospitals should posses the following features. What we are interested in here is a number that best shows your expectations about hospitals offering health care services. Strongly disagree 1 S.No. Statements 2 3 4 5 1 6 2 3 Strongly agree 7 4 5 6 7

Excellent hospitals will have modern/updated equipments The infrastructure and physical facilities at excellent hospitals will be visually appealing and easy to navigate Employees of excellent hospitals will be neat and hygienic in their appearance Materials like bills and receipts will be clear and legible The Excellent hospital administration keeps up the time limit as they promise As we approach them with a problem, the hospital employees will show sincere effort to solve them The Excellent hospitals get the things right in the first time The Excellent hospital will provide the services as they assure in the right manner The maintenance of records will be error- free

10

The hospital employees will be clear in explaining the exact situation The personnel in the excellent hospitals will provide a prompt service

11

12

The employees of the hospital has to be willing in help us when we approach them The hospital employees should not be too busy and delay the services The behaviour of the hospital employees should give a confidence within you We must feel safe with our dealings (Personal records) in the hospital The employees has to be courteous with the patients

13

14

15

16

17

The hospital staffs must have the knowledge to answer all the questions from the patients The hospital gives you individual attention

18

19

The working hours of the hospitals and its various departments should be comfortable to the patients The hospital must have a personnel who gives us personal attention Patients should possess trust and believe the hospital from their heart The hospital staffs should understand our specific needs

20

21

22

Please allocate a total of 100 points among the five features according to how important each feature is to you - the more important a feature is to you, the more points you should allocate to it. Please ensure that the points you allocate to the five features add up to 100. 1. The appearance of the hospital/clinics physical facilities, equipment, personnel and communication materials. 2. The hospitals/clinic's ability to perform the promised _____ Points

service dependably and accurately. _____ Points 3. The hospital/clinic's willingness to help patients and provide a prompt service. _____ Points 4. The knowledge and courtesy of the hospital/clinic personnel and their ability to convey trust and confidence. _____ Points 5. The caring individualised attention the hospital/clinicprovides its patients. _____ Points TOTAL points allocated PERCEPTIONS The following statements relate to your feelings about the Meenakshi Mission Hospital and Research Centre. Please show the extent to which you believe MMHRC has the feature described in the statement. Here, we are interested in a number that shows your perceptions about MMHRC. Strongly disagree 1 S.No. Statements 2 3 4 5 6 1 2 Strongly agree 7 3 4 5 6 7 100 points

The hospital has modern/updated equipments

The infrastructure and physical facilities are visually appealing and easy to navigate Employees in the hospital are neat and hygienic in their appearance Materials like bills and receipts are clear and legible

The hospital administration keeps up the time limit as they promise As you approach them with a problem, the hospital employees show sincere effort to solve them The hospital gets the things right in the first time

The hospital provides the services as they assure in the right manner

The maintenance of records are error- free

10

The hospital employees are clear in explaining the exact situation The personnel in the hospital are providing a prompt service The employees of the hospital are willing to help you when you approach them The hospital employees are not too busy and delay the services The behaviour of the hospital employees gives a confidence with in you You feel safe with your dealings (Personal records) with the hospital The employees are courteous with the patients

11

12

13

14

15

16

17

The hospital staffs have the knowledge to answer all the questions from the patients The hospital gives you individual attention

18

19

The working hours of the hospitals and its various departments are comfortable to the patients The hospital has a personnel who gives you personal attention You trust and believe the hospital from your heart

20

21

22

The hospital staffs understand your specific needs

SERVQUAL procedures

Dimensions Statements 1-4 Tangibles Statements 5-9 Reliability Statements 10-13 Responsiveness Statements 14-17 Assurance Statements 18-22 Empathy Procedures 1. Compute the gap for each statement pair for each consumer. SERVQUAL score = Perceptions Score - Expectations Score 2. Compute the dimensions scores for each respondent by averaging the gap score over the relevant number of statements (either 4 or 5 statements) 3. Derive SERVQUAL respondents scores in the following way: TABLE 1: CALCULATIONS TO OBTAIN UNWEIGHTED SERVQUAL SCORE Average Tangible SERVQUAL score Average Reliability SERVQUAL score Average Responsiveness SERVQUAL score Average Assurance SERVQUAL score Average Empathy SERVQUAL score TOTAL ___________ ___________ ___________ ___________ ___________ ___________

AVERAGE (= Total / 5) UNWEIGHTED SERVQUAL SCORE Table 3: SERVQUAL WEIGHTED SCORES SERVQUAL Dimension Score from Table 1 Average Tangible Average Reliability Average Responsiveness Average Assurance Average Empathy TOTAL AVERAGE (= Total / 5) WEIGHTED SERVQUAL SCORE X Importance Weight = Weighted Score