OBJECTIVES OF THE STUDY

1.TO ANALYSE CONSUMER PERCEPTION TOWARDS THE

STUDY AREA.

2. TO EXAMIN THE SATISFACTION LEVEL OF PATIENT

TOWARDS HOSPITAL AND HEALTH CARE SERVICE
PROVIDED BY HOSPITAL.

3. TO ASSESS THE AWARNESS LEVEL AND SOURCE OF

AWARNESS ABOUT HOSPITAL.
 CONSUMER PERCEPTION

Consumer perception refers to how a customer feels about

a company. This includes their thoughts, emotions and
opinions related to a brand and its products or services.
Customer perception can be positive or negative.
The customer perception process occurs when customers
interact with your brand, products or services. This process
includes:

 Sensing: The sensing stage involves customers' physical

senses, meaning what they see, touch, taste, hear and
feel related to your product or services, such as the
music playing in the background at a retail store or
restaurant.

 Organizing: After customers have a sensory

experience, their minds organize this information
based on their own personal values and beliefs. For
example, a customer may consider where to eat for
dinner by comparing menu prices, distance from their
house and the sustainability practices of different
restaurants.
 Reacting: The reacting stage is when customers decide
to act. This might mean they make a purchase from
your company, purchase from another business or don't
buy the product.
 INSPIRATION
Our inspiration comes from the great Shihab Thangal, whose memory will
continue to live on through our institution, the Shihab Thangal Hospital in
Tirur. 
Our hospital's culture will reflect His selflessness, empathy towards the sick
and suffering and charity to those who deserve it. Just as he has touched the
hearts and lives of countless numbers of people, we also plan to follow in
his footsteps through our institution of care.
Through this institution we want to continue the great leader's lifetime
efforts at serving humanity regardless of race, caste, religion, social status
or wealth.
The Shihab Thangal Hospital in Tirur will stand out forever as a reminder
of our great leader.
Our motto "caring is our concern" is a reminder of this commitment.
SHIHAB THANGAL HOSPITAL,
TIRUR.
The Shihab Thangal Memorial Hospital and Research Centre is named after
and dedicated to the memory of Shihab Thangal a great philanthropist and
server of the people. The hospital will stand out as a beacon of light in the
whole of Malabar and Kerala, providing world class, state-of-the-art
treatment and facilities to the population. In addition, educational
institutions for disciplines such as nursing, physiotherapy, radiography etc
will also be provided for.
The building will house 9 floors when fully completed and cater for the
most advanced diagnostic and treatment modalities. The initial phase of the
construction of 5 floors is now complete and has entered its finishing
stages.
The Shihab Thangal Memorial Hospital and Research Centre was
registered in 2001, under the Kerala Government Cooperative Societies Act
1969. It has over 2000 shareholders and is governed by the rules and
regulations of the society.
The Hospital is governed by a Board of Directors with Mr. Abdurrahman
Randathani as the Chairman and Mr. Ibrahim Haji as the Vice Chairman
along with 12 other directors.
On the management side, there is a Secretary, Mr. Rahimatulla , Chief
Executive Dr Raju George and a General Manager Mr.KP
Fasaludheen. Mr. Shamsudheen is the manager of public relations and
Advocate Muzammil is the Public Relations Officer.
On the international front, there is collaboration between institutions in the
UK and USA that will offer advanced training and support along with
exchange of personnel.
 QUESTIONNAIRE
1.GENDER
a) Female b) male c) others

2. Age
a) Less than 20 years b) 20-40 years c) 40-50
years
d) 50-60 years e) Above 60 years

3.Occupation
a) Govt servant b) Self employee c) Student
d) No job e) Other

4.Overall, how quickly hospital staff respond

towards you?
a) Very good b) Good c) Average
d) Below average e) Poor
5.State your level of satisfaction with the
process of registration, booking an appointment?
a) Very satisfied b) Moderately satisfied c)
Slightly satisfied d) Neutral e) Slightly
dissatisfied f) Moderately dissatisfied g) Very
dissatisfied

6.Does the services provided by the doctor are

satisfied?
a) Excellent b) Above average c) Average
d) Below average e) Very poor

7. Does the hospital provide 24*7 hours casualty

services?
a) Yes b) Maybe c) No

8.Does the hospital provide safety measure while

take care of consumers?
a) Never b) Almost Never c) All time
9.Which of the following factor motivate to
come back again to the hospital?
a) good doctors b) Good services c) Feasible
by the consumer d) Good Atmosphere

10.Do you think the hospital provide good room

service for you?
a) Excellent b) average c) poor

11.Canteen provide quality of food which was

cleaned and hygiene?
a) Yes b) Neutral c) No

12.Is this hospital provide good infrastructure?

a) parking facility
b) easy to access
c)front office

13.Did the Radiology center provide all the

report which you want?
a) scan b) MRI c) USG d) CT e) Doppler
f) x-ray

14.What are the thing you feel we should

improve upon?
a) front office
b) casualty
c) parking facility
d)canteen
e) doctors
f) IT Department

15.How efficient and comprehensive was the

billing process?
a) Extremely likely b) somewhat likely c) Neutral
d)somewhat unlikely e) Extremely unlikely

16.Overall, the management make any changes

based on your suggestion and feedback?
a) infrastructure b) doctors c) services by staff
d) casualty e) schemes

17.Does the hospital provide privilege card and

Social Security Scheme (SSS) is beneficial for
you?
a) never b) almost never c) all time

18.Do you feel information provided on social

media is satisfactory?
a) Extremely b) Moderately c) Not at all

19.Were staff are able to answer all your

queries?
a) Every time b) Practically always
c) Sometime d) Almost never e) Never

20.What source of information do you prefer

while going for hospital?
a) social media b) TV or Radio
c) Family or friends d) outdoor advertisement
e) others

21.Does the staff have patient to hear your

problem?
a) Excellent b) good c) fair d) poor
e) very poor

22.How would you rate the overall care provided

at hospital?
a) excellent b) very good c) good d)
average
e) below average f) poor G) very poor

23.Was the ambulatory staff quick to respond to

your medical care request?
A) very accurate. B) inefficient C) not at all

24.How often do you get a health checkup?

 a) once in 3months b) once in 6 months
c)only when needed d) once a year e) other

25.Overall, how do you rate this hospital

compared to other hospital in your area?
a) Excellent b) very good c) fair d) average
e) below average f) poor g)very poor