SUMMER TRAINING PROJECT REPORT

ON

TO STUDY CONSUMER SATISFACTION REGARDING THE MEDICAL

EQUIPMENTS PROVIDED BY MEDICA SOLUTIONS

SUBMITTED IN THE PARTIAL FULFILLMENT FOR THE AWARD OF

THE DEGREE OF MASTER IN BUSINESS ADMINISTRATION

UNDER THE GUIDANCE OF:

Ms. shuchi dikshit___
Assistant Professor/ RDIAS

SUBMITTED BY: Taran deep singh walia

Enrollment No.-36280303918
MBA, Semester- III
Batch 2018 – 2020

RUKMINI DEVI INSTITUTE OF ADVANCED STUDIES

An ISO 9001:2015 Certified Institute

NAAC Accredited: A+ Grade (2nd Cycle), Category A+ Institution (by SFRC, Govt. of NCT
Delhi)
(Approved by AICTE, HRD Ministry, Govt. of India)
Affiliated to Guru Gobind Singh Indraprastha University, Delhi
2A & 2B, Madhuban Chowk, Outer Ring Road, Phase-1, Delhi-110085
 CHAPTER 1
INTRODUCTION
1.1 Over view of the industry
The Indian healthcare sector is experiencing rapid change. Though this change has
been underway for many years it has become significantly visible in the last
decade, with a renewed emphasis from both the government and a growing
market for healthcare services and products. Rapid economic growth, rising
middle class incomes, and a surge in lifestyle diseases have created a booming life
science market. According to the World Health Organization (WHO), Indian per
capita health spending stands at just $132 (on a PPP-adjusted basis), ranking
145th among WHO nations and less than 2% of the $8,632 spent in the United
States.

Healthcare has become one of India’s largest sectors - both in terms of revenue
and employment. Healthcare in India comprises hospitals, medical devices,
clinical trials, outsourcing, telemedicine, medical tourism, health insurance and
medical equipment. The Indian healthcare industry amounted to $160 billion in
2017 and is expected to reach $370 billion by 2022 due to increased demand for
specialized and quality healthcare facilities. The market is dominated by private
players. The industry is rapidly developing, fueled by large investments from
existing corporate hospital chains and new entrants backed by private equity
investors. This growth will be driven by healthcare facilities, private-public
projects, medical diagnostic and pathological laboratories, and the health
insurance sector. In addition, changing demographics, disease profiles, and the
shift from chronic to lifestyle diseases in the country has led to increased
spending on healthcare delivery.
The Indian population of over one billion is growing at a rate of 1.6 percent per
year. An aging population of over 100 million, rising incidences of lifestyle
diseases, rising incomes and increased penetration of health insurance are
fueling this industry growth. Considerable challenges exist in terms of service
accessibility and patient care quality. As such, the government support plays a
significant role in the overall development and growth of the sector.

High upfront investments, long gestation periods, and rising real estate costs
are compelling private players to innovate with business models and expand
into under-penetrated Tier II and Tier III cities. As a result, these private
players can capitalize on the opportunity to expand. The private sector is likely
to contribute 80-85 percent of the $86 billion healthcare investment required
by 2025.

India presents both opportunities and significant challenges in the healthcare

sector. The medical device industry is a very attractive export sector for U.S.
firms, despite many challenges. Non-tariff barriers and the expansion of price
controls to medical devices could further constrain market prospects. Weak
intellectual property protection and enforcement hinder exports for the
biopharmaceutical industry. While India’s market has undergone significant
economic growth over the last twenty-five years, it remains difficult to
navigate. India should be a part of a company’s long-term business plan
rather than a first-to-export destination.

The Indian medical device market is worth an estimated $5.5 billion (without
the inclusion of rural market potential) and is expected to exceed $10 billion
by the end of 2020. The medical device industry is a very attractive export
sector for U.S. firms, which account for one quarter of exports to India. India
imports nearly 80 percent of its medical devices, and barriers to entry are low
compared to other industries. India remains highly dependent on imports for
many types of medical devices, particularly higher end products that include
cancer diagnostics, medical imaging, ultrasonic scans, and PCR technologies.
Imports are growing rapidly as world-class hospital groups such as Max,
Hinduja Group, Fortis and Apollo build high-end infrastructure and open India
to medical tourism, which now adds $2 billion to the Indian healthcare market.
1.2 Company Profile

Company Name- MEDICA SOLUTIONS

Company Address- Unit no.S-80(SF), Vardhman select mall, facility centre

–V, Narela industrial area, narela, delhi – 110040

Mobile Number - 9625490781

Website name – medica solutions .in

Companytype - private

Registered Office- Unit no.S-80(SF), Vardhman select mall, facility centre –

V, Narela industrial area, narela, delhi – 110040

Office (Ph) – 9625490781 . 9811091671

Geographical areas of operation of company: Delhi, Ahmadabad,

Bangalore, Goa, Mumbai, Calcutta, Chennai, Coimbatore, Jaipur,
Hyderabad, Kochi, Nagpur, Thriuvananthapuram

Director – Mr sunil kanaujia

Partner,Hr manager – Rajesh grover

No. of employess - 20

Profile – sales and marketing

Founded on – 15th augast 2018

Head office- Narela

1.3 About the company
Medica solutions is a Delhi based company which deals with medical
instruments trading . it has 20 employees and operates all over the country
, it was founded on 15th august 2018 .

Its main purpose is to sell various types of medical equipments all over the
country . It hasa more than 100 clients which includes many hospitals and
local labs all over the country , it was founded by Mr sunil singh and Mr
rajesh grover.

Some of the Products offered by the company are –

BIOCHEMISTRY & ISE SYSTEMS

-CLINIQUANT-MICRO

-CLINIQUANT

-NEPHELOQUANT PROVISO

-AUTOQUANT 100 AMARA

Hematology-
-CELQUANT 360 Aspire

-CELQUANT 3 PRIME

-CELQUANT 5

Coagulation-
-CLOTQUANT 2

-CLOTQUANT AUTO
Diabetes Management-
-GLUQUANT A1C
Immunology-
-ELIQUANT

-EIAWASH

-ELIQUANT II

-ELIQUANT PRIME

-ELIQUANT QUADRA

-LUMIQUANT

-ELLUMIQUAN

1.4 clients -
-Lotus Hospital

-Global Pathlogy Centre

-Dr.V. Kumar'S Lab.& X-Ray

-Dr.Chawla"S Diagnostic Centre

-Images Xray Lab And Scan Centre

-Dr.Verma'S Diagnostic Clinic

-Care Diagnostic

-Vidya Shri Path Lab.

-National Mri, Ct Scan & Diagnostic Centre

-National Mri And Diagnostic Centre

-National Ct Scan& Diagnostic Centre

-Mgs Super Speciality Hospital

-Mgs Hospital

-Maharaja Agarsan Hospital

-Health Care Mantra

-Express Clinics

-Delhi Diagnostic Centre

-Central Research Of Ayurveda

-Abopath Lab

-Prerak Pathology Clinic

-zee Path Lab

-Westend Batra Hospital

-the Apollo Clinic

-Shakuntla Clinical Lab

-Sanjeevani Diagnostic Centre

-Prerak Pathology Clinic

-Kukreja Hospital & Heart Institute

-Arc Diagnostic Centre

-Tagore Hospital

-Dr.Johri'S Clinical Lab

-Westend Hospital

-Tyagi Hospital
-Star Imazing&Path Lab

1.5 Table No.1: Management and Ownership

According to the general board meeting in march 2019 following are the member wo are the part

of the management and also there positions in the company.

Board Member Title

Sunil singh kanaujia Chairman of the Board

Rajesh grover Chief Executive Officer and Executive Director

Garima loona Independent Member

Abhishek singh Non-Executive member

Vinita Mishra Independent Member

Sharad mathur Independent Member

 Tej paal negi Independent Member

1.6 Mission

“To revolutionize there product in the region through an innovative

business approach offering superb value for money and a safe, reliable
operation”

To achieve this we will:

• Be known for our low and fair prices

• Grow our business profitably

• Build motivated multi-functional teams

• Demonstrate the highest operational standards

• Manage our costs ruthlessly

1.7 Vision

To be one of the world’s leading medical instruments company ”

In terms of:

• Profit Margin

• Reputation

• Operational Excellence

• innovation

• service
• product
 Chabpter 2
Research
methodology
2. Research Methodology

2.1 Purpose of the study- is to find out the level of satisfaction of the
customers regarding the products or instruments provided by Medica
solutions.

2.2 The objective of this research is as follows:

• To measure the level of customer satisfaction regarding the

instruments provided by Medica solutions

• To measure Docters preference in regard to different medical

instruments .

2.3 Research methodology of the study

2.3.1 Sources of data collection

For the study purpose both primary and secondary data are used. The
primary data is collected from sales men of the companies, customers and
agents dealing in the services provided by the company. The secondary
data is collected from records of the company, internet, and journals. These
data have different merits and demerits and have served our purpose of the
research study.

Primary data

Primary data is original research that is obtained through first-hand

investigation. Primary data includes information collected from interviews,
experiments, surveys, questionnaires. Primary data is tailored to the needs
of the researcher. Primary data is quantitative, focused on numbers and
measurements, or qualitative, as when attitudes or opinions are collected
and studied. This study is based on the primary data collected through
questionnaire and company records.

Secondary data

Secondary data is research that is widely available and obtained from

another party. Secondary data includes information collected from
publications, journals and internet. This study is based on secondary data
collected through internet, journals, etc.

2.3.2 Research Design

A research design is the set of methods and procedures used in collecting

and analyzing measures of the variables specified in the research problem
research

Exploratory and descriptive research design has been used in this

research.

Types of Research Design

The research design is a broad framework that describes how the entire
research project is carried out. Basically, there can be three types of
research designs – exploratory research design, descriptive research
design, and experimental (or causal) research design.

Exploratory Research design

An exploratory design is conducted about a research problem when there

are few or no earlier studies to refer to. The focus is on gaining insights and
familiarity for later investigation or undertaken when problems are in a
preliminary stage of investigation. This study involves the use of
exploratory research design.

Descriptive Research design

Descriptive research is a study designed to depict the participants in an

accurate way. The three main ways to collect this information are:
Observational, defined as a method of viewing and recording the
participants. Case study, defined as an in-depth study of an individual or
group of individuals. Survey defined as brief interviews or discussion with
individuals about a specific topic.
2.3.3 Sampling method

A sampling technique is the name or other identification of the specific

process by which the entities of the sample have been selected. Simple
random sampling technique is used for the study

Sample size

Sample size determination is the act of choosing the number of

observations or replicates to include in a statistical sample.

- The sample size for the study is 100 respondents.

SWOT Analysis of the Company

SWOT analysis is an acronym for strengths, weaknesses, opportunities,

and threats and is a structured planning method that evaluates those four
elements of an organization, project or business venture.

• Strengths: characteristics of the business or project that give it an

advantage over others

• Weaknesses: characteristics of the business that place the business

or project at a disadvantage relative to others

• Opportunities: elements in the environment that the business or

project could exploit to its advantage

• Threats: elements in the environment that could cause trouble for the
business or project

The SWOT Analysis of Medica solutions provides a strategic SWOT

analysis of the company's businesses and operations. This free SWOT
analysis shows strengths, weaknesses, opportunities and threats. This
SWOT analysis of Medica solutions can provide a competitive advantage.
SWOT Analysis:

Strengths

• Considering the case of medica solutions , the low price plays a crucial
role in gaining the hospitals and labs interest.

• Strength of Medica solutions is high profitability and revenue.

Weakness

• The greatest weakness that most of the medical equipment companies

are facing nowadays is that they have not been able to live up to their
expectations. On many occasions it has not lived up to it.

Opportunities

• High GDP Growth Rate have been on an all time high in the past few
years. This has helped in the boost of the economy . medica solutions can
take advantage of this fact and can help make the use of its low cost carriers
more prominent.

• Positive Demographics: The percentage of disease to the people (under

60 years) in india is 64%. This will provide a high opportunity in the future
market as liberalization opens market even to medical industry. It is one of the
important factors for medica solutions to select its targeting strategy.

Threats

• The biggest threat that medica solutions has is from its competitors.
The reason for the same is that once a company gets a remark of
dissatisfying its customers by not doing as advertised, the competitors take
advantage.

• The other reason of threat for medica solutions is that all the newly
merging companies are in a spree to capture the market by making a strong
reputation. Once they come up with price fares lesser than medica solutions
then even the best of advertising would fail.
 Questionnaire
The objective of this questionnaire is to collect feedback from the customers regarding the
services provided by Air Arabia Airlines.

Part A

Demographic Profile
Q1. Name: _______________________ (optional)

Q2. Age (years):

20 and younger 21-25 26-35 36-45

46-55 56-65 66 and older

Q3. Gender:

Male Female

Q4. Occupation:

Business Profession Home Maker Student

Not Employed Retired

Q5. Income (per month)

20000 and below 20000-40000 40000-60000 60000 or above

Part B

Feedback
Q6. Have you used or heard about our product ?

Yes maybe no

Other

Q7. How often do you use our product ?

 Once a month 2-3 times a month A few times a year everyday

Q8. Please rate the satisfaction of services you received from Air Arabia Airlines.

Services Strongly Dissatisfied Neither Satisfied Strongly

Dissatisfied Satisfied Satisfied
Nor
Dissatisfied
(1) (2) (3) (4) (5)
I. Reservation
(i) Helpfulness of
agent

(ii) Accuracy of
brochure
information

(iii) Accuracy of
price information
II. Ground Services
(i)instrument
handling

(ii) booking

(iii) installation
III. aftersale services
(i) vaurentee

(ii) srvicing

(iii) Hospitality
IV. product (pricing)
Q9. Which company do you prefer purchasing except Medica solutions and Why? Please
rate each of the company from 1 to 5 in column 1 and tick the best services provided by
each medical equipment company from column 2 to 5.

Medical Rating Pricing Ground After sale More No. of

equipment Of Services Services offers in a
companys companies year
(Column 2) (Column 3) (Column 4) (Column 5)
(Column 1)
Poly
medicure
ltd
Newtech
medical
devices
Unique
medical
devices
Ultimate
medical
devices
Gpc
medical ltd

Q10. If you were particularly dissatisfied with any of medica solutions procedure, please
indicate?

Reservation installation Services after sale Services demonstration

Other None

Q11. How would you rate the overall experience with medica solutions?

Excellent Average Not so good