ANAGHA

DECLARATION
I ANAGHA.K hereby declare that the project report entitled “A

STUDY ON CUSTOMER SATISFACTION AT THE CEEYEM
HOSPITAL” submitted to Calicut university for partial fulfillment of the award
of degree in BBA is a bonafide work done by me and no part of it has been
submitted earlier for the award of any degree or diploma.
DATE: ANAGHA.K
PLACE:
ACKNOWLEDGMENT
I take this opportunity to taken the people who supported me to make

this organisation study a success. First and fore most I would like to thank the
almighty for his blessings without this project would never have been completed.
I express my heartily thanks to Prof Dr. VENUGOPAL, the principal

of SREE NARAYANA COLLEGE VADAKARA for this valuable guidance in
pursuing the study I am also grateful to Prof O.KARUNAKARAN (HOD) and
Mr.ATHUL.V (Assistant Professor Commerce and Management Studies)
SREE NARAYANA COLLEGE VADAKARA for their valuable instruction.
My special thanks to Dr.Sajeesh.P.k the Chairman and Shamnesh.K.P the

Administrator of Ceeyem Hospital for giving the permission to carry out the
project work.
Last but not least, I wish to express my humble gratitude to my friends

and other person on their involvement in completing this work.
ANAGHA.K
CONTENTS
CHAPTER CONTENTS PAGE

NO. NO.
1 INTROCUCTION 1-2
STATEMENT OF THE PROBLEM 3
IMPORTANCE OF THE STUDY 3
OBJECTIVE OF THE STUDY 4
SCOPE OF THE STUDY 5
RESEARCH METHEDOLOGY 6-7
LIMITATION OF THE STUDY 8
2 REVIEW OF THE LITERATURE 10-13
3 INDUSTRY PROFILE 24-32

COMPANY PROFILE 15-23
4 DATA ANALYSIS AND INTERPRETATION 34-59
5 FINDINGS 61-62
SUGGESTION 63
CONCLUSION 64
BIBLIOGRAPHY 65
APPENDIX 66-73
LIST OF TABLE
Table Title Pa
No. ge
No
1 Accuracy of information provides during the booking 34

2 Time taken to provide required information 35
3 Opinion about registration 36
4 Accuracy of personal information entered in the registration 37
5 Time taken for billing 38
6 Willingness of the staff to answer the question 39
7 Opinion about final billing 40
8 Satisfaction level of current room rent 41
9 Details of information providing in admission order 42
10 Time taken to complete the admission order 43
11 Allotment of room as per preference 44
12 Quality of the treatment provided 45
13 Satisfaction level of understanding patient condition 46
14 Daily visit by doctor 47
15 Experience of first assessment conducted by the nursing 48
16 Explanation and understanding of procedure performed/to be 49
performed
17 Promptness of response of nursing staff 50
18 Promptness of the response during emergencies 51
19 Comfort of first nitration with senior management during and 52
after admission
20 Communication with top management regarding complaints 53
during the staff
21 Time line/Regularities of rest room clearing and waste 54
clearance
22 Hygiene of rest room clearing and waste clearance 55
23 Comfort with room temperature and ambiance 56
24 Cleanliness of the (Bed sheet/Dress Etc) 57
25 Timeline of availability of hot/ cool water 58
26 Behaviour of the staff during rendering of service 59
LIST OF CHART
Table Title Pa
No. ge
No
1 Accuracy of information provides during the booking 34

2 Time taken to provide required information 35
3 Opinion about registration 36
4 Accuracy of personal information entered in the registration 37
5 Time taken for billing 38
6 Willingness of the staff to answer the question 39
7 Opinion about final billing 40
8 Satisfaction level of current room rent 41
9 Details of information providing in admission order 42
10 Time taken to complete the admission order 43
11 Allotment of room as per preference 44
12 Quality of the treatment provided 45
13 Satisfaction level of understanding patient condition 46
14 Daily visit by doctor 47
15 Experience of first assessment conducted by the nursing 48
16 Explanation and understanding of procedure performed/to be 49
performed
17 Promptness of response of nursing staff 50
18 Promptness of the response during emergencies 51
19 Comfort of first nitration with senior management during and 52
after admission
20 Communication with top management regarding complaints 53
during the staff
21 Time line/Regularities of rest room clearing and waste 54
clearance
22 Hygiene of rest room clearing and waste clearance 55
23 Comfort with room temperature and ambiance 56
24 Cleanliness of the (Bed sheet/Dress Etc) 57
25 Timeline of availability of hot/ cool water 58
26 Behaviour of the staff during rendering of service 59
CHAPTER 1
INTRODUCTION
INTRODUCTION
In the globalized and liberalized business environment, service sector

is encountering stiff completion to meet the requirement of the profitable ways of
business. This is reflected in an organisation’s survival in term of return on
investment, retention of customer, acceptance of service and service quality,
development of augmentation of brand image etc. it appears that the driving force
towards success in service business in the delivery of high quality service (et. Al.
1985 in the era of increased competition, enhancement of service quality and its
measurement is one of the significant issues for developing efficiency and the
growth of the business.
A hospital is a health care institution providing patient treatment with

specialized medical and nursing staff and medical equipment. The best know type
of hospital is the general hospital, which typically has an emergency department
to treat urgent health problem ranging from fire and accident victims to a heart
attack. A district hospital typically is the major health care facility in its region
with large number of beds for intensive care and additional beds for patients who
need long term care. Specialised hospitals include trauma rehabilitation hospitals,
senior’s hospitals, and hospital for dealing with specific medical needs such as
psychiatric treatment (see psychiatric hospitals) and certain disease categories.
Anderson and ZEIthamal 1984, BABAKUS and BOLLER, 1992 and Garvin,
1983. According to Oliver (1980), in both the service and manufacturing
industries, quality Improvement is the key factor that affect customer satisfaction
and increases purchase intention among consumer satisfaction (Omar and
Schiffman, 1995, Gremler et.al., 2001, Redwin. 2000). Many companies are
1
focusing on service quality issue in order to drive high level of customer
satisfaction.
According to price water house coopers (2007), in the service

sector, the health care industry, one of the India’s largest sector in term of revenue
and employment, is growing rapidly. In India, the service quality of health care
is miserable and in general, the health customer is far from satisfactory (Bajpani
and Goyel, 2004 ) therefore government of India has adopted a policy of health
care reform having two basic objective to achieve health securities for all and to
provide quality health facilities for all with in every district in India (John, 2010).
In the health care sector, customer satisfaction is also an important issue as in
other service sector (Shabbir et. al.2010). A health care organisation can achieve
patient satisfaction by providing quality services; keeping in view patients
expectation and continues improvement in the healthcare service (Zineldin.2006).
2
STATEMENT OF THE PROBLEM
The objective of every company would be ensuring customer

satisfaction for the customer satisfaction would create loyal customers.
Measuring customer satisfaction is always a challenge, as customer either would
not disclose or sometimes do not assess their satisfaction level many times the
customer can not specify the reasons for his satisfaction.
IMPORTANCE OF THE STUDY
Every business needs to keep customers and clients happy, but in

the hospitality industry it’s so vitally important to keep guests engaged in order
for the business to grow and prosper improving ‘‘first contract’’ resolution is on
of the primary drivers of customer satisfaction.
3
OBJECTIVE OF THE STUDY
The study has been conducted with the following objective in the mind.
PRIMARY OBJECTIVE
To study about the understand customer satisfaction of Ceeyem hospital
SECONDARY OBJECTIVE
Find out the patient’s satisfaction regarding the services provided by

Ceeyem hospital.
To find out the problem faced by the patients.
To understand the treatment standard.
To understand the satisfaction level towards medical staff(doctors and
nurses).
4
SCOPE OF THE STUDY
Customer satisfaction measures the customer attitude with respect

to the services of Ceeyem hospital. This study helps to analyse or
understand the service slandered and customer satisfaction with this hospital. The
other benefit for this study is to give correct picture of the customer attitude in
this hospital and it helps to understand all round performance of the service based
such as Doctors, Nurse, Booking system, etc…. after the survey was done data
was analysed and also relevant suggestion were made in the order to improve its
booking and billing accuracy and service the Ceeyem Hospital.
5
RESEARCH METHODOLOGY
Research is a careful enquiry or examination of discover new

information or relationship expand and to verify knowledge. Research
methodology is a way to solve systematically the research problem. It explains
the various steps generally adopted in studying research problem. It is necessary
for the researchers to know not only the research methods or techniques but also
the methodology.
Methodology gives the specific methods used in studying the details of

the sample sizes, sample selection, population sampling techniques, area of
study, data collection and tools of analysis.
SOURCES OF DATA
Primary data: the primary data is collected through structured

questionnaire
Secondary data: the secondary data is obtained from organizational
profiles, past records, magazine etc….
POPULATION
Patients from Ceeyem hospital are considered as the population for

study.
SAMPLE SIZE
The sample size taken for the study was 50.
6
SAMPLING TECHNIQUES
A random sampling techniques and descriptive study was used for the
purpose
PERIOD OF THE STUDY
The period of study is limited to 21 days
DATA COLLECTION
For collecting necessary data the researcher used a structured

questionnaire having a closed form of questions. The questionnaire is prepared in
such a way that it covers the entire objectives of the study.
TOOLS OF ANALYSIS
Simple percentage and factor analysis is used. Tables and diagrams are
used for the comparison of data for interpretation.
7
LIMITATION OF THE STUDY
The entire study was conducted within a short period of less than three
weeks. In one organization hence it works be applicable other institutions.
The analysis is based on the opinion given by the respondents
The data given by the respondents limit their own knowledge.
The sample size for the study was limited to 50. Hence it is applicable to
just understanding the current scenario of institution only.
8
CHAPTER- 2
REVIEW OF LITERATURE
9
REVIEW OF LITERATURE
Satisfaction is a psychological concept which is defined in different

ways. Sometimes satisfaction is considered as a judgment of individuals
regarding any object or event after gathering some experience over time.
According to some theories, satisfaction is a cognitive response whereas some
others consider satisfaction as emotional attachment of individuals.
Howard and Sheth(1969) explained customer satisfaction as a

cognitive response of customer. Hunt (1977) defined consumer satisfaction on
the basis of consumer’s evaluation of consumption experience. On the other hand
there are exponents namely, Churchill and Surprenant (1982) who have defined
consumer satisfaction based on the cognitive and affective dimensions of the
concept. Further oliver (1997) highlights definition on customer satisfaction that
recognize the emotional bent of a customer towards the desired products or
services.
Mutawaet.AL (2006), in the conference paper, have mentioned that

service or product its self is one of the principle factors of customer satisfaction;
defined as a system that customer goes through to receive the value for money.
New men et.al. (2001) opined that the customer service is a prerequisite for
customer satisfaction. The value service consists of eight dimensions reliability,
assurance, access, communication, responsiveness, courtesy, empathy, and
tangible.
In some literatures, customer satisfaction has been defined as a

cyclical model which explains the relationship between customer satisfaction and
customer loyalty. According Mc Alexander (2003) customer satisfaction is an
10
antecedents of loyalty were as Compton9 2004 opined that the customer loyalty
drives the expectation value that eventually drives the value of customer
satisfaction in future purchase (Compton, 2004)
Lee (2004) defined customer satisfaction as a ratio of customer

perception and customer expectation. According to the study of social policy
(2007), satisfaction is a personal assessment of customer which is affected by
both the expectation and experience of customers. As noted form the above
writings, there is no consensus on defining the response to satisfaction. In short,
satisfaction is an emotional response (Zineldin2006). Some theoretical concepts
point out the disconfirmation of expectations model (Oliver, 1980, Carson et. Al.
1998).
Satisfaction is also described on the basis of the value of products and

services that customers or patients evaluate depending on customer’ experience
and perception ( Lijinder and, Strandvik, 1995) smith and Swinehard (2001)
pointed out a strong relationship between quality of product or service and
satisfaction of customers. According to them, customer’ perception regarding
quality of product or services brings about satisfaction in their mind.
Health care is the fastest growing service in both developed and

developing countries. Patients are now regarded as healthcare customers,
recognizing that individuals consciously make the choice to purchase the service
and provides that best meet their healthcare needs. Related to this, healthcare
quality and patient satisfaction are two important health outcome and quality
measure ( Ygge and Arnetz 2001; Jackson et. Al. 2001 Zineldin 2006). Some
11
literature identify their satisfaction as a super- ordinate construct and considered
perceived service.
Quality as an antecedent of satisfaction (Cronin, Brady, and Hulty,

2000; Cronin and Taylor, 1994). Some studies on health care service observed a
Casual relationship between perceived service quality and patient satisfaction
(Woodside et. Al., 1989, Choi et. Al. 2004). In fact, meeting the needs of the
patient and creating health care standard are imperative to achieve high quality
(Ramachandran and Cram 2005). Therefore, the patient is the center of health
care quality agenda (Badri et.al. 2007). Scotti, Harmon and Benson (2007)
conducted a study that supports the argument that the perceived quality is one of
the determinants of patient satisfaction. Above discussion signifies that patient
satisfaction is directly related to the perceived service quality. There for, it is
important to conduct a literature survey to understand how the measurement of
service quality is important to determine patient satisfaction.
In generally patient satisfaction surveys are used to examine the quality of

the heath care service provided (Lin and Kelly 1997). Much evidence has been
documented for the service quality to satisfaction link in different consumer
satisfaction studies including those in the area of health care marketing (Brady
and Robertson 2001; Gotlieb, Grewal, and Browan 1994; Rust and Oliver 1994;
Andaleeb 2001) Chahel (2000), In his tri-component model, pointed out that the
loyalty of patients towards particular provider of medical service can be measure on
the basis of three dimensions viz.
12
Using provider again for the same treatment (UPAS), using providers
again for different treatment (UPAD) and referring providers to others (RPO). In
the tri-component model provide that all the above mentioned loyalty measures
depend on the overall service quality. He explained service quality of medical
care with the three latent constructs. These are physicians performance, nursing
performance and operational quality.
Brady and Cronin (2001) suggested a hierarchical model to measure

perceived service quality considering three primary dimensions Viz. Interaction
quality, physical environment quality and outcome quality consist of attitude,
behaviour, and experience (interaction quality); Ambien condition, design, and
the social factors (physical environment quality); waiting time tangibles and
value (outcome quality) respectively.
13
CHAPTRE -3
INDUSTRY PROFILE
14
INDUSTRY PROFILE
HOSPITAL
A hospital in the modern sense of the world is health care institution

providing patient treatment by specialized staff and equipment in accord with the
original meaning of the world hospitals were originally “place of hospitality”.
And tis meaning is still preserved in the names of some institution such as the
ROYAL HOSPITAL CHELSEA, established in 1681 as a retirement and nursing
home for veteran soldiers.
Hospital are usually founded by the public sector by health

organisation (for profit or non- profit), health insurance companies or charities,
including direct charitable donation. Historically hospital where often founded
and by religious order or charitable individuals and leaders. Today, hospital are
largely staffed by professional physicians, surgeons and nurses where as in the
past this work was usually performed by the founding religious order or
volunteers. How there are various catholic religious order such as the Alexia’s
and the bon secure sister which still focus on hospital ministry today well as
several Christian Denomination, including the Methodists and Lutherans which
run hospitals. During the middle ages hospitals served different functions to
modern institutions being alms houses for poor, hostels for pilgrims or hospital
schools. The world hospital comes from the Latin hope’s signifying a stranger or
foreigner hence a gust.
A hospital was established to benefit the new inventions that are

applicable for human society. The current dilemma of private sector to invert
15
cores of rupees with no gains and the non-availability of proper amenities to
facilitate the ongoing development led to the incorporation of this super speciality
hospital in the cooperative sector since the cooperative sector endeavours to
promote and strength such new innovations.
A hospital is an institution for health providing modern treatments by

specialized staff and equipment, and often but not always providing for longer -
term patient stays. modern Society has developed formal institution for patient
care. The hospital a major institution, offers considerable advantages to both
patients and society.
According to the dictionary of hospitals in India; 1988 “A hospital is an

institution which is operated for the medical surgical and obstetrical care of in
patients and which is treated as a hospital by the central/ state government/ local
body or licensed by the appropriate authority”
The essential function of a hospital in the Indian contest is to cater very

large masses of people by providing comfortable conditions for various uses. The
hospital offers considerable advantages to both patients and society. The success
of an organisation largely depends up on the professional and technical skilled
people apply their knowledge and skill with the world class expertise, advanced,
sophisticated equipment appliance. The hospital is major institution for providing
service to the society. Hospitality plays in an important role in developing healthy
environment in country.
16
TYPES
Some patients go to the hospital just for diagnosis treatment or therapy and
then leave (outpatients) without staying overnight while others are admitted and
stay overnight or for several days or week or month(inpatients). Hospital usually
are distinguished from other type of medical facilities by their ability to admit and
care for inpatients whilst the other often are described as clinics.
GENERAL
The best known type of hospital is the general hospital which is setup to
deal with the many kinds of disease and immediate and injury and normally has
an emergency department to deal with the immediate and urgent treats to health.
Larger cities may have several hospitals of varying size and facilities. Some
hospital especially in the unit state have their own ambulance services.
DISTRICT
A district hospital typically is the major health care facilities in its region
with large number of beds for intensive care and long term care.
SPECIALIZE
Type of specialized hospitals include trauma centres, rehabilitation

hospitals for dealings with specific medicals needs such as psychiatric problems
(see psychiatric hospitals), certain disease categories such as cardiac, oncology or
orthopaedics problems and so forth.
17
A hospital may be single building or a number of building on a campus
many Hospital with pre-twentieth century origins began as one building and
involved in to campuses. Some Hospitals are affiliated with universities for
medical research and training of medical personal such as Physicians nurses
often called teaching hospitals. Worldwide most Hospitals are run on non-profit
basis by governments or charities. Specialized hospital can help to reduce health
care cost compared to general hospitals.
TEACHING
A teaching hospital combines assistance to patient with teaching to

medical student and nurses and often is liked to medical schools, nursing school or
universities.
CLINICS
The medical facilities smaller than a hospital is generally called a clinic and
often is run by a government agency for health service or private
partnership of physicians (in a nation where private practice is allowed). Clinic
and generally provide only outpatient services.
DEPARTMENTS
Hospital vary widely in the services they are often and therefore in the
departments they have. They may be acute services such as emergency
departments or specialist trauma centre, born unit, surgery or urgent care. These
18
may then backed up by more specialist unit such as cardiology or coronary care
unit, intensive care unit, neurology, cancer centre and gynaecology.
Some hospital will have outpatient departments and some will have
chronic treatment unit such as behavioural health care services and physical
therapy.
Common support unit include a dispensary or pharmacy, pathology,

radiology and on the nonmedical side there often are medical records departments
or release of information department. The professional service staff consist of the
people directly concerned with the care of patients. The medical staff made up of
doctor, directors all other members of this term. It also includes doctors in training
who have graduated from medical school and work at the hospitals for additional
required experience.
The nursing staff forms the large group on the patients care team.
Professional nurses are those who have graduated from a school or college of
nursing. They carried out much of the patient care under the direction of doctor.
Nurses also direct other member of the nursing staff including nursing auxiliaries.
These men and women do many routine necessary tasks and free the nurse for the
work requiring their special skills. A hospital pharmacy provides medicines
which doctors have prescribe for the patients. A central service department
maintains stock of other medical supplies. A food service department prepares
meals for the patients and staff members. The hospital laboratories conduct test
that help doctor diagnose and treat illness. The radiology department makes X-
rays to help doctors diagnoses diseases injuries. Most hospital have an
19
administration who is responsible for the operation of the entire institution.
Various department like admission department, purchasing department, personal
department, volunteer service department etc also help in handling the hospital’s
various affairs.
VISION
To be nationally respected for excellent in patients care and most trusted

for personalized coordinate care.
MISSION
To improve the health and healing of the people and communicates we

serve.
20
OBJECTIVES OF THE HOSPITAL
To provide appropriate and up to date treatment and advice to all patients

who request our services.
To consider the patient’s well-being as of at most importance.
To give the patient’s autonomy it’s due.
To carry out our activities as efficiently as possible.
To maintain a safe environment for staff and patients.
To provide diagnostic and treatment facilities.
To start a mobile hospital.
To publish medical books, magazines and papers by the hospital itself for
hiring some agencies.
To make funds available for the working of the hospital from the
government, co-operative bank or from other institution, individual or
foreign countries in the form of shares, loans, investments, grants, and
donation.
VALUES
1. Carry-we do the kind thing.
Our staff member touches the lives of the patients and families in our
care. we treat those we serve and each other with kindness and compassion and
strive to better understand and respond to the needs of the diverse community.
21
2. Safety-we do the safe thing.
Patients and families have placed their lives and health in our
hand. At Ceeyem hospital our first priority - and the role of medicine -is to
protect them from harm. We believe that maintaining that highest safety
standards is critical to delivering high-quality care and that a safe work
place projects us all.
3. Excellence-we do the best thing
In Ceeyem hospital only the best will do. We work as a team to bring
experience, advanced technology and best parties to bear in providing the
highest- quality there for our patients and families. We devote our self to
continuous improvement, excellence, professionalism and innovation in our
work.
4. Integrity-we do the right thing
Our action Tell the world what Ceeyem hospital is and what we
stand for. We act ethically and responsibly in everything we do and hold ourselves
accountable for our behaviour. We bring respect, openness and honesty to our
encounters with patients, families and co-workers and support the well-being of the
communities we serve.
22
CLASSIFICATIN OF HOSTIPAL
According to According to directory According to type of

ownership and of hospital management
control
Public voluntary Private nursing Corporate

home
General Rural Specialize teaching Isolation
General State Local private Autonomous Voluntary

government government bodies body organisation
23
COMPANY PROFILE
The Ceeyem hospital was established in 1975 in a

building with one doctor and limited staff. After six Month the premises of the
hospital shifted to another rented building and two department of general
medicine of paediatrics started with facility of pharmacy, laboratory, EC
As a result of quality service rendered from this hospital the number of

patients are increased day by day. The governing body of the hospitals felt the
need to construct a new building in the near vicinity of township. Thus the survey
and planning as well as modification at the funds were planned and executed. At
present five stories hospital building was able to complete and commissioned on
28th april2
There are so many employees in this hospital. The hospital collect funds
mainly by issuing shares. They also Collects funds from other source like
individuals, loans, loans from state co-operative bank, deposits from co-operative
institution etc.
The hospital has a good organised structure. This hospital is running

under the control of president. The president delegates the authorities to secretary
and administrative officer. They look after the other department of the
organisation.
There are five operation theatres with modern equipment and one ICCU
and ICU with 23 bed strength both are provided with ventilator. This hospital
24
provide good service to the society by charging low price. Ceeyem hospital is
equipped with all modern equipment like spiral CD,
colour Doppler and echo cardiograph, TMT, ECG, medical laboratory, X-ray,
blood bank etc.
CAPITAL STRUCTURE
In order to start and run a business fund are required. The requirements
for fund are continuous for the business concern. If the funds are adequate the
business will suffer and its fund are not properly managed the entire organisation
will suffer. A company can raise its capital from various sources (debt and equity)
in certain proportion according to some principles. This sort system of capital
structure refers to the makeup of capitalisation (long term capital) of a firm.
The private hospital Micro performance management is generally

done on a by-minute/ hours/day basis. There will be many owners and share holders
for Ceeyem hospital. They collects funds from following sources ;
Share from members

Government share
Deposit from individuals
Loans from banks
25
BENEFITS FOR SHAREHOLDER
Shareholders are entitled for the following benefits.

Share of 5000-free treatment up to Rs 5000/-each year for
share holders
Share of 10000-free treatment up to Rs 10000/-for the
family members.
Share of 10000- 1. Free treatment up to 100000/- for
family.
2. yearly free medical check up
26
DEPARTMENTS IN CEEYEM HOSPITAL
SUPER SPECIALITY
SPECIALITY
ORTHOPEDICS
GYNCOLOGY CARDIOLOGY
PAEDIATRICS
PAEDRITRT SURGERY
OPHTHALMOLOGY
PLASTIC SURGERY
DERMATOLOGY
NEUROPSYCHOLOGY NEUROLOGY
ENT
PULMANOLOGY
ANAESTHENSIONOLOGY
RADIOLOGY
DENTAL
27
FACILITIES AVAILABLE AT CEEYEM HOSPITAL
1. Spiral CT scan
2. Endoscope
3. Clinical laboratory (24 hrs)
4. Pharmacy (24 hrs)
5. Blood bank
6. TMT
7. Echo cardiology
8. Holster monitoring
9. X-ray (24 hrs)
10.ECG (24 hrs)
11.Chaco emulsification
12.Laparoscopy
28
13.C-arm
14.Operation microscope
15. Colonoscopy
16. EEG
17.EMG
18. ICU with ventilator
19. NICU
20. MICU
21. PICU
22.Labour room
23.Audiology and speech therapy
24.Physic therapy
25.Ambulance (24 hrs)
26.Mobile mortuary
29
27.Photo therapy
28.Arthroscopy
29.Medical health check-up
30.Causality (24 hrs)
DEPARTMENTS OF THE HOSPITAL
Working department
1. General medicine
2. General surgery
3. Gyncaeology
4. Ophthalmology
5. ENT
6. Dermatology
7. Neuropsychiatry
30
8. Anesthesiology
9. radiology
10.pathology
11.dental
12.paediatrics
Supper speciality department
1. cardiology
2. neurology
3. urology
4. nephrology
5. pediatric surgery
6. endocrinology
7. dialectology
31
8. plastic surgery
9. gastroenterology
32
CHAPTER -4
DATA ANALYSIS AND INTERPRETATION
33
Table No: 1 Accuracy of information provides during the booking
Opinion No of respondents Percentage

Excellent 40 80%
Good 7 14%
Neither good or bad 3 6%
Fair 0 0%
Bad 0 0%
Total 50 100%
Interpretation
From the bellow chart we can understand that out of 50 samples of the study,
80% of patients feel excellent and the 14% of patients feel good. Only 6%
patients feel neither good or bad and no one found bad.
Chart No:1 accuracy of information during the booking
ACCURACY OF INFORMATION DURING THE

BOOKING
no of respondents percentage Column1
40
7
80%
14%
6%
0%
0
EXCELLENT GOOD NEITHER GOOD OR FAIR BAD

BAD
34
Table: 2 Time taken to provide required information
opinion No of respondents Percentage

Excellent 43 86%
Good 5 10%
Fair 0 0%
Bad 0 0%
Total 50 100%
Interpretation
The chart concludes that, out of 50 sample 86% are with opinion that
excellent 10% viewed as good, and 4% as neither good or bad and no one viewed as
fair and bad.
Cart:2 Time taken to provide required information
TIME TAKEN TO PROVIDE REQUIRED INFORMATION

50
45 43
40
35
30
25
20
15
10
5
5 2
86% 10% 4% 0 0% 0 0%
0
excellent good neither good or bad fair bad
no of respondents percentage Column1
35
Table:3 opinions about registration

Excellent 40 80%
Good 5 10%
Fair 0 0%
Bad 0 0%
Total 50 100%
Interpretation
from the bellow chart 80% 0f patients feel excellent 10% patients feel
good and neither good or bad no one feel bad.
Chart:3 opinions about registration
36
Table:4 Accuracy of personal information entered in the registration form
Opinion No of respondent Percentage

Excellent 40 80%
Good 10 20%
Fair 0 0%
Bad 0 0%
Total 50 100%
Interpretation
80% of patients feel excellent in information entered in the registration

form. 20% feel good no one feel bad.
Chart:4 Accuracy of personal information entered in the registration

form
No 0f respondent percentage Column1
45
40 8 040
35
30
25
20
15
10 200%
0 00 00 00
37
Table No:5 Time taken to billing and accuracy of the bill
Opinion No of respondant Percentage

Excellent 39 78%
Good 7 14%
Fair 1 2%
Bad 0 0%
Total 50 100%
INTERPRETATION
In the above chart we can analyse that 78% of patients viewed excellent.14%
of patients feel good, 6% of patients says neither or bad 2% of patients feel fair.
Chart 5: time taken to billing and accuracy of the bill
78%
GOOD
NEITHER GOOD OR BAD
FAIR
BAD
38
Table No: 6 willingness of the staff to answer the question

Excellent 47 94%
Good 3 6%
Fair 0 0%
Bad 0 0%
total 50 100%
Interpretation
From the bellow chart we can analyse that 94% of the patients viewed
that excellent. 6% of patients feel good, no one feel fair and bad.
Chart no: 6 willingness of the staff to answer the question
50
45 47
40
35
30
25
20
15
10
5
94% 3 6% 0 0% 0 0% 0 0%
0
Series 1 percentage Series 3
39
Table: 7 opinions about billing section
EXCELLENT GOOD NEITHER GOOD FAIR BAD
OPINION RESPONDAN PERCENTAGE OR BAD
T
EXCELLEN 40 80%
T
GOOD 3 6%
NEITHER 7 14%
GOOD OR
BAD
FAIR 0 0%
BAD 0 0%
TOTAL 50 100%
FFGGGHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH
HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH
HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHH
Table no:7 Opinions about billing section
OPINION NO OF RESPONTENT PERCENTAGE
EXCELLENT 40 80%
GOOD 3 6%
NEITHER GOOD OR BAD 7 14%
FAIR 0 0%
BAD 0 0%
TOTAL 50 100%
INTERPRETATION
In this table and graph we can find out that Ceeyem hospital provides
an excellent appropriateness of final bill in comparison with initial estimation.
6% patients feel good and 14% patients feel neither good or bad. No one Feel
bad.
Table no:7 Opinions about billing section
EXCELLENT
GOOD
NEITHER GOOD OR BAD
FAIR
BAD
40
Table: 8 Satisfaction level of current room rent.
opinion No of respondent Percentage

excellent 30 60%
Good 10 20%
Fair 3 6%
Bad 0 0%
Total 50 100%
Interpretation
This table and graph showing the opinion about current room rent in
Ceeyem hospital. Among 50 patients 60% respondent say that current room rent
is excellent, 20% say that is good, 14% say that is neither good or bad 6%
respondents feel fair.
Chart no: 8 satisfaction level of current room.
Column1
6 0%
14%
excellent
good
20% 60%
niether good or bad
fair
bad
41
Table No: 9 Details of information providing in admission order.

Excellent 35 70%
Good 10 20%
Fair 3 6%
Bad 0 0%
Total 50 100%
Interpretation
In this chart 70% patients say excellent 20% patients say good 14%
patients say neither good or bad. No one feel bad.
Chart: 9 details of information providing in admission order
6% 0%
14%
20%
70%
42
Table no: 10 time taken to complete the admission order.
opinion No of respondent Percentage

Excellent 40 80%
Good 10 20%
Fair 0 0%
Bad 0 0%
total 50 100%
Interpretation
For this chart we can identify that, 80% patients feel excellent, 20%
patients feel good and no one feel bad.
Cart no: 10 time taken to complete the admission order
80%
20%
0% 0% 0%
EXCELLENT GOOD NEITHER GOOD OR FAIR BAD
BAD
Series 1 percentage Series 3
43
Table no: 11 allotment of room as per preference

Excellent 35 70%
Good 7 14%
Fair 1 2%
Bad 0 0%
total 50 100%
Interpretation
In this chart show 70% patients say excellent, 14% patients feel good and
neither good or bad, 2% patients feel fair.
Chart no 11 allotment of room as per preference
80%
70%
60%
50%
40%
30%
20%
10%
0%
Series 1 Series 2 Series 3
44
Table no: 12 Quality of treatment

Excellent 40 80%
Good 10 20%
Fair 0 0%
Bad 0 0%
total 50 100%
Interpretation
In this chart say 80% of patients feel excellent in the quality of the
treatment provided, 20% patients feel good, no one feel bad.
Chart no: 12 Quality of treatment
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
45
Table no: 13 satisfaction level of understanding patient’s condition

Excellent 42 84%
Good 7 14%
Fair 0 0%
Bad 0 0%
total 50 100%
Interpretation
The chart showing 84% patients feel excellent, 14% patients feel good.
2% patients feel neither good or bad.
Chart no: 13 satisfaction level of understanding patient’s condition
2% 0% 0%
14%
84%
46
Table no 14: daily visit by doctor.

Excellent 50 100%
Good 0 0%
Fair 0 0%
Bad 0 0%
total 50 100%
Interpretation
All respondents are say excellent in the daily visit by doctor.
Chart no: 14 daily visit by doctor.
0%
100%
47
Table no: 15 opinions about nursing service

Excellent 47 94%
Good 3 6%
Fair 0 0%
Bad 0 0%
total 50 100
Interpretation
In this chart we can understand 94% patient feel excellent, 6% patients say
good, no one says bad.
Chart no: 15 opinions about nursing service
100% 94%
90%
80%
70%
60%
50%
40%
30%
20%
10% 6%
0% 0% 0%
0%
48
Table no: 16Eexplanation and understanding of procedure performed/ to
be performed.

Excellent 47 94%
Good 3 6%
Fair 0 0%
Bad 0 0%
Total 50 100%
Interpretation
The 94% respondents say excellent, 6% patients say good, no one say bad.
Chart no: 16 Explanation and understanding of procedure performed/ to

be performed.
Column1
0%%
6%
excellent
good
neither good or bad
fair
bad
94%
49
Table no: 17 promptness of response of nursing staff.

Excellent 40 80%
Good 5 10%
Fair 0 0%
Bad 0 0%
total 50 100%
Interpretation
From the bellow chart 80% of patient feel excellent 10% patient
feel good and Neither good or bad no one feel bad.
Chart no: 17 promptness of response of nursing staff.
Column1
0% 0%
10%
10%
80%
excellents good neither good or bad fair dad
50
Table no 18: promptness of the responds during emergencies
Opinion No of Respondent Percentage

Excellent 47 94%
Good 3 6%
Fair 0 0%
Bad 0 0%
total 50 100
Interpretation
In this chart say 94% patients feel excellent, 6% patients say good, no one
say bad.
Chart 18: promptness of the responds during emergencies.
6% 0%
excellent
good
neither good or bad
fair
bad
94%
51
Table no: 19 comfort of first interaction with senior management during
and after admission.
opinion No of respondents Percentage

Excellent 40 80%
Good 7 14%
Fair 0 0%
Bad 0 0%
total 50 100%
Interpretation
The 80% respondents are say excellent, 14% are say good, 6% respondents are
say neither good or bad.
Chart no: 19 comfort of first interaction with senior management during

and after admission.
Chart Title
90%
80%
80%
70%
60%
50%
40%
30%
20% 14%
10% 6%
0 0
0%
52
Table no:20 Communication with top management regarding complaints
during the staff.

Excellent 43 86%
Good 5 10%
Fair 0 0%
Bad 0 0%
Total 50 100%
Interpretation
The chart say 86% patients feel excellent, 10% feel good and 4% patients
feel neither good or bad, no one feel fair.
Chart no:20 Communication with the top management regarding

complaints during the staff.
Chart Title
100%
86%
90%
80%
70%
60%
50%
40%
30%
20%
10%
10% 4%
0% 0%
0%
53
Table no: 21 time lines/ regularities of rest room cleaning and waste
clearance

Excellent 48 96%
Good 2 4%
Fair 0 0%
Bad 0 0%
Total 50 100%
Interpretation
The chart say 96% patients say excellent of the regularities of rest room
cleaning and waste clearance in the Ceeyem hospital, 14% patients say good, no
one Feel bad.
Chart no: 21 time/lines regularities of rest room cleaning and clearance.
Chart Title
96%
100%
80%
60%
40%
Series 3
20% 4% Series 2
0% 0% 0%
Series 1
0%
excellent good neither good fair bad
or bad
54
Table no: 22 hygiene of rest room cleaning and waste clearance.

Excellent 50 100%
Good 0 0%
Fair 0 0%
Bad 0 0%
total 50 100%
Interpretation
All respondents are feel excellent in the hygiene of rest room cleaning and
waste clearance.
Chart no: 22 hygiene of rest room cleaning and waste clearance.
120%
100%
100%
80%
60%
40%
20%
0% 0% 0% 0%
0%
55
Table no:23 comfort with room temperature and ambiance.

Excellent 40 80%
Good 7 14%
Fair 1 2%
Bad 0 0%
total 50 100%
Interpretation
In this chart say 80% patients feel excellent, 14% say good, 4% say
neither good or bad, no one Feel bad.
Chart no:23 comfort with room temperature and ambiance.
Column1
2% 0%
4%
14%
excellent
good
neither good or bad
fair
80%
bad
56
Table no: 24 cleanliness of the line (bed sheet/dress Etc.)

Excellent 48 96%
Good 2 4%
Fair 0 0%
Bad 0 0%
Total 50 100%
Interpretation
In this chart say 96% patients feel excellent, 4% feel good, no one Feel bad.
Chart no:24 cleanliness of the line (Bed sheet/ dress Etc.)
120%
100%
80%
Series6
Series5
60%
Series4
40% Series3
Series2
20%
0%
EXCELLENT GOOD NEITHER GOOD FAIR BAD
OR BAD
57
Table no: 25 Time line of availability of hot/ cool water.

Excellent 43 86%
Good 7 14%
Fair 0 0%
Bad 0 0%
total 50 100%
Interpretation
In this chart say 86% patients feel excellent, 14% feel good, no one Feel
bad. So the time line of availability of hot/cool water is excellent is more.
Chart no:25 Time line of availability of hot/ cool water.
percentage
0%
0% 0%
14%
excellent
good
neither good or bad
fair
86%
bad
58
Table no:26 behaviour of the staff during rendering of services.
OPINION NO OF RESPONDENT PERCENTAGE

EXCELLENT 40 80%
GOOD 5 10%
NEITHER GOOD OR BAD 5 10%
FAIR 0 0%
BAD 0 0%
TOTAL 50 100%
INTERPRETATION
The chart Say the behaviour of the staff during rendering of services in
Ceeyem hospital 80% patients feel excellent, 10% feel good and 10% feel neither
good or bad, no one Feel bad.
Table no:26 behaviour of the staff during rendering of services.

90%
80%
70%
60%
50% EXCELLENT
40% GOOD
30% NEITHER GOOD OR BAD

FAIR
20%
BAD
10%
0%
Series 1 Series 2 Series 3 Series 4 Series 5
59
CHAPTER -5
FINDINGS
60
FINDINGS
Most of the patient feeling good the accuracy of information

provided during the booking
86% of patient fully satisfied with the time taken to provide required
information
Majority of sample are highly satisfied with time taken to complete

registration.
Most of the patient are say good about willingness of staff to answer
your question.
Most of the patient are satisfied with detail of information providing

admission order.
Majority of the patient are say good time taken to complete the
admission process
80% of patient feel good in quality of treatment provided.
Overall opinion is good about the daily visit by doctor
A high majority of patient feel good about the promptness of

respondents of nursing staff.
61
All most all feel good the comfort of first interaction with senior
management during and after admission
A high majority of respondent opinion is good about the
communication with top management regarding complaints during
the staff
Majority of samples are highly satisfied with the time line/

regularities rest room cleaning and waste clearance.
All patients are satisfied with the hygiene of rest room cleaning and
waste clearance
Majority of samples are satisfied with the room temperature and

ambiance
Most of the patients are satisfied with the cleanliness of the line (Bed
sheet/ dress)
Most of them are satisfied the time line of availability of hot/ cool
water
All most all happy with the behaviour of staff during rendering of
service.
62
SUGGESTION
The current room rent should be decreased.
Must focus and decrease the time taken for billing
Provide more information in the admission order regarding

admission details.
63
CONCLUSION
From the above study researcher understood that the customer

satisfaction at Ceeyem hospital. The customer are highly satisfied the
service provided.
I had the opportunity to make an organisational study at Ceeyem

hospital. This has been a memorable and exciting experience for
me. The project mainly focused on hospital service and the study
conducted for analysing the customer satisfaction of hospital using
questionnaire.
Finally, my study about customer satisfaction, I can conclude the

Ceeyem hospital is good, providing good service the customer are
satisfied they provided service.
64
BIBLIOGRAPHY
 Human resource management - Abdul Assis Koroth
 Research methodology- Kothari C.R
 Marketing environment - A. Vinod
 Hospital profile
 Website and internet
65
APPENDIX
66
QUESTIONNAIRE
Dear sir/madam
I Anagha doing final semester BBA as the part of my project work I

am doing a study on the title customer satisfaction. I request you to fill out this
questionnaire honestly with best of your knowledge.
Patient name:
Age:
Gender:
Education:
Occupation:
Department:
Surgery
BOOKING
1. What is your opinion about accuracy of information provides during the

booking?
Excellent Good Neither good or bad fair bad
2. What is your opinion about time taken to provide required information?
Excellent Good Neither good or bad Fair Bad
67
REGISTRATION
3. What is your opinion about time taken to complete registration?
4. What is your opinion about accuracy of personal information entered in

the registration?
Excellent Good Neither good or bad Fair bad
BILLING
5. What is your opinion about time taken to billing accuracy of bill?
6. What is your opinion about willingness of staff to answer your question?
7. What is your opinion about final billing?
68
8. Are you satisfied with current room rent?
ADMISSION
9. Are you satisfied with detail of information provide admission order?
10.What is your opinion about time taken to complete the admission

process?
11. Are you satisfied the allotment of room as per preference?
Excellent Good neither good or Bad Fair Bad
69
DOCTOR
12.How do you feel the quality of the treatment provided?
13.Are you satisfied the explanation and understanding of patient condition

and treatment procedure?
14.What is your opinion about daily visit by doctor?
NURSE
15.What is your opinion about nursing service?
70
16.What is your opinion about explanation and understanding of procedure /
to be performed?
17.What is your opinion about promptness of response of nursing staff?
18.What is your opinion about promptness of response during emergencies?
SENIOR MANAGEMENT
19.How do you feel the comfort of first interaction with senior management
during and after booking?
71
20.What is your opinion about communication with top management
regarding complaints during the staff?
SERVICE
21.What is your opinion about regularities rest room cleaning and waste
clearance?
22.Are you satisfied with the hygiene of rest room cleaning and waste
clearance?
23.How do you feel the comfort with room temperature and ambiance?
72
24.Are you satisfied the cleanliness of the line (bed sheet/ dress Etc.)?
25.Are you satisfied the time line of availability of hot/cool water?
26.What is your opinion about behaviour of staff during rendering of

service?
73

ANAGHA

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DECLARATION

I ANAGHA.K hereby declare that the project report entitled “A

I take this opportunity to taken the people who supported me to make

I express my heartily thanks to Prof Dr. VENUGOPAL, the principal

My special thanks to Dr.Sajeesh.P.k the Chairman and Shamnesh.K.P the

Last but not least, I wish to express my humble gratitude to my friends

CHAPTER CONTENTS PAGE

3 INDUSTRY PROFILE 24-32

1 Accuracy of information provides during the booking 34

1 Accuracy of information provides during the booking 34

In the globalized and liberalized business environment, service sector

A hospital is a health care institution providing patient treatment with

According to price water house coopers (2007), in the service

The objective of every company would be ensuring customer

IMPORTANCE OF THE STUDY

Every business needs to keep customers and clients happy, but in

To study about the understand customer satisfaction of Ceeyem hospital

Find out the patient’s satisfaction regarding the services provided by

Customer satisfaction measures the customer attitude with respect

Research is a careful enquiry or examination of discover new

Methodology gives the specific methods used in studying the details of

Primary data: the primary data is collected through structured

Patients from Ceeyem hospital are considered as the population for

The sample size taken for the study was 50.

PERIOD OF THE STUDY

The period of study is limited to 21 days

For collecting necessary data the researcher used a structured

The analysis is based on the opinion given by the respondents

The data given by the respondents limit their own knowledge.

Satisfaction is a psychological concept which is defined in different

Howard and Sheth(1969) explained customer satisfaction as a

Mutawaet.AL (2006), in the conference paper, have mentioned that

In some literatures, customer satisfaction has been defined as a

Lee (2004) defined customer satisfaction as a ratio of customer

Satisfaction is also described on the basis of the value of products and

Health care is the fastest growing service in both developed and

Quality as an antecedent of satisfaction (Cronin, Brady, and Hulty,

In generally patient satisfaction surveys are used to examine the quality of

Brady and Cronin (2001) suggested a hierarchical model to measure

A hospital in the modern sense of the world is health care institution

Hospital are usually founded by the public sector by health

A hospital was established to benefit the new inventions that are

A hospital is an institution for health providing modern treatments by

According to the dictionary of hospitals in India; 1988 “A hospital is an

The essential function of a hospital in the Indian contest is to cater very

Type of specialized hospitals include trauma centres, rehabilitation

A teaching hospital combines assistance to patient with teaching to

Common support unit include a dispensary or pharmacy, pathology,

To be nationally respected for excellent in patients care and most trusted

To improve the health and healing of the people and communicates we

To provide appropriate and up to date treatment and advice to all patients

1. Carry-we do the kind thing.

3. Excellence-we do the best thing

4. Integrity-we do the right thing

According to According to directory According to type of

Public voluntary Private nursing Corporate

General Rural Specialize teaching Isolation

General State Local private Autonomous Voluntary

The Ceeyem hospital was established in 1975 in a

As a result of quality service rendered from this hospital the number of

The hospital has a good organised structure. This hospital is running

The private hospital Micro performance management is generally