Dhivya.H-final Report Quality Department at Mar Sleeva Medicity

A STUDY ON SERVICE QUALITY AND PATIENT SATISFACTION
WITH HEALTHCARE DELIVERY AT MAR SLEEVA MEDICITY,

PALAI, KOTTAYAM DISTRICT
A PROJECT REPORT
Submitted by
DHIVYA. H
(Roll No:702120)
(Reg No: 962221631021)
Submitted to the
FACULTY OF MANAGEMENT SCIENCES
in partial fulfillment for the award of the degree
of
MASTER OF BUSINESS ADMINISTRATION
ST. XAVIER’S CATHOLIC COLLEGE OF ENGINEERING
(An Autonomous Institution)
Chunkankadai, Nagercoil – 629 003.
JUNE 2023
St. XAVIER’S CATHOLIC COLLEGE OF ENGINEERING
(An Autonomous Institution)
Chunkankadai, Nagercoil – 629 003.
DEPARTMENT OF MANAGEMENT STUDIES
BONAFIDE CERTIFICATE
Guide: Dr.M. Babima, Assistant Professor,
Department of Management Studies.
Certified that this project report “A STUDY ON SERVICE QUALITY AND PATIENT
SATISFACTION WITH HEALTHCARE DELIVERY AT MAR SLEEVA MEDICITY,
PALAI, KOTTAYAM DISTRICT “is the bonafide work of “Ms. DHIVYA.H, Reg No
96222163102” who carried out the project work under my supervision. Certified further that
to the best of my knowledge the work reported herein does not form part of any other project
report or dissertation on the basis of which a degree or award was conferred on an earlier
occasion on this or any other candidate.
Place: Chunkankadai Signature of the Guide

Date: 26/06/2023
Submitted for the Viva-voce held at St. Xavier’s Catholic College of Engineering on
…26/06/2023…..........
Forwarded
HOD
INTERNAL EXAMINER EXTERNAL EXAMINER

DECLARATION
I hereby declare that the project report titled “A STUDY ON SERVICE QUALITY AND
PATIENT SATISFACTION WITH HEALTHCARE DELIVERY AT MAR SLEEVA
MEDICITY PALAI” submitted in partial fulfilment for the award of Master of Business
Administration, of St. XAVIER’S CATHOLIC COLLEGE OF ENGINEERING (An
Autonomous Institution)., I also declare that this project report is the result of my own effort
and has not been submitted earlier for the award of any other Degree/Diploma or any other
University.
Place: Chunkanakadai Name: DHIVYA. H

Date: 26/06/2023 Reg.No. 962221631021
ACKNOWLEDGEMENT
First, I am very much greatful to God Almighty who helped me to complete the project work
and I acknowledge with sincere gratitude to all those who helped me to do the project.
I take this opportunity to express my gratitude and indebtedness to our correspondent Rev. Fr.
Dr.P. Maria William and DR.J. Maheswaran, the principal of St. Xavier’s Catholic College
of Engineering, Chunkankadai.
It is duty to express sincere thanks and gratitude to our respected HOD Mrs.Punitha Sahaya
Mary Francis, Department of Management Studies St, Xavier’s Catholic College of
Engineering, Chunkankadai, for permitting me to this study.
I am very thankful to my guide Dr.M. Babima the department of Management Studies for her
timely help and encouragement.
I record my gratitude to MAR SLEEVA MEDICITY PALAI HOSPITAL and Mr. Cyriac
George, Manager of quality department for facilitating permission and guidness to carry out
this research work in their organization.
My heartfelt gratitude to the employees of the organization for providing valuable information
for the study. I am very much thankful to my parents, family members and my friends for their
encouragement and support to finalize this report.
DHIVYA. H
TABLE OF CONTENTS
CHAPTER NO PARTICULARS PAGE NO
I INTRODUCTION
2
1.1General Introduction
II PROFILES
7
2.1 Industry profile
10
2.2 Company Profile
11
2.2.1 Company Overview
III REVIEW OF LITERATURE 13
IV RESEARCH METHODOLOGY
18
4.1 Title of the Report
18
4.2 Need of the study Scope of the study
18
4.3 Scope of the study
19
4.4 Objectives of the study
19
4.5 Sources of Data Collection
19
4.5.1 Primary Data
19
4.5.2 Secondary Data
19
4.6 Type of Research
19
4.7 Sample Design
20
4.7.1 Population of the Study
20
4.7.2 Sample Size
20
4.7.3 Sampling Technique
20
4.8 Statistical tools for Analysis
22
4.9 Limitations of the study
V DATA ANALYSIS AND INTERPRETATIONS 24
VI FINDINGS, SUGGESTIONS AND
CONCLUSIONS
6.1Findings 58
6.2 Suggestions 60
6.3 Conclusion 61
REFERENCES
Bibliography
63
APPENDIX: QUESTIONNAIRE 66
LIST OF TABLES
TABLE NO PARTICULARS PAGE NO
5.1.1 Age group of the respondents 24
5.1.2 Gender of the respondents 25
5.1.3 Marital status of the respondents 26
5.1.4 Qualification of the respondents 27
5.1.5 Reason for Admission 28
5.1.6 Experience of booking appointment 29
5.1.7 Receiving all the necessary information regarding there Admission 30
5.1.8 The availability of information about medical condition and 31

treatment options
5.1.9 Willingness of the hospital staffs to help during the hospital stay 32
5.1.10 The hospitals online portal to view the medical records and test 33
results
5.1.11 Level of care provided by the hospital staff 34
5.1.12 Level of respect shown by the hospital staff 35
5.1.13 The knowledgeable and competent of the healthcare providers 36

addressing the healthcare needs
5.1.14 The hospital staff’s response, when you need assistance during your 37
hospital stay?
5.1.15 The professionalism of Doctors and Nurses 38

5.1.16 The hospital staff take your concerns and complaints seriously 39
during the hospital stay
5.1.17 The receiving time of your prescribed medications 40

5.1.18 The level of empathy shown by the hospital staff 41
5.1.19 The cleanliness and appearance of the hospital facilities 42
5.1.20 The availability of medical equipment and supplies in the hospital 43
5.1.21 The Safety and security of the hospital 44
5.1.22 The level of comfort provided by hospital room facilities 45
5.1.23 The quality of signage services at the healthcare facility 46
5.1.24 The availability and quality of food and beverage options during the 47
hospital stay
5.1.25 Overall accessibility of healthcare services you received by this 48

hospital
5.1.26 Overall payment process 49
5.1.27 Overall insurance process in your healthcare needs 50
5.1.28 Overall treatment process of the hospital 51
5.1.29 How likely are you recommend Mar Sleeva Medicity Palai 52
hospital to your friends and family members?
5.1.30 How much do you rate us for the service quality of Mar Sleeva 53
Medicity?
Descriptive Analysis of factors: Mean and SD with regards to the
5.2.1 54
factors of Service quality and Patient satisfaction with healthcare
delivery
5.3.1 55
Inferential Analysis: Wilcoxon Signed Ranks Test
5.3.2 56
Inferential Analysis: Kruskal Wallis Test
LIST OF CHARTS
TABLE NO PARTICULARS PAGE NO
5.1.1 Age group of the respondents 24
5.1.2 Gender of the respondents 25
5.1.3 Marital status of the respondents 26
5.1.4 Qualification of the respondents 27
5.1.5 Reason for Admission 28
5.1.6 Experience of booking appointment 29
5.1.7 Receiving all the necessary information regarding there Admission 30
5.1.8 The availability of information about medical condition and treatment 31

options
5.1.9 Willingness of the hospital staffs to help during the hospital stay 32
5.1.10 The hospitals online portal to view the medical records and test results 33
5.1.11 Level of care provided by the hospital staff 34
5.1.12 Level of respect shown by the hospital staff 35
5.1.13 The knowledgeable and competent of the healthcare providers 36

5.1.14 The hospital staff’s response, when you need assistance during your 37
hospital stay?
5.1.15 The professionalism of Doctors and Nurses 38

5.1.16 The hospital staff take your concerns and complaints seriously during 39
the hospital stay
5.1.17 The receiving time of your prescribed medications 40

5.1.18 The level of empathy shown by the hospital staff 41
5.1.19 The cleanliness and appearance of the hospital facilities 42
5.1.20 The availability of medical equipment and supplies in the hospital 43
5.1.21 The Safety and security of the hospital 44
5.1.22 The level of comfort provided by hospital room facilities 45
5.1.23 The quality of signage services at the healthcare facility 46
5.1.24 The availability and quality of food and beverage options during the 47
hospital stay
5.1.25 Overall accessibility of healthcare services you received by this 48

hospital
5.1.26 Overall payment process 49
5.1.27 Overall insurance process in your healthcare needs 50
5.1.28 Overall treatment process of the hospital 51
5.1.29 How likely are you recommend Mar Sleeva Medicity Palai hospital 52
to your friends and family members?
5.1.30 How much do you rate us for the service quality of Mar Sleeva 53
Medicity?
ABSTRACT
The main aim study of this project work “A Study on SERVICE QUALITY AND PATIENT
SATISFACTION WITH HEALTHCARE DELIVERY AT MAR SLEEVA MEDICITY,
PALAI”. In this project I review the satisfaction level of patients over a given period of time.
The primary data will be collected in to patients in based on the questionnaire. A sample size
is 385. The Secondary data will be collected on the reference with the books and go through
the websites The service quality model was utilized to measure five dimensions of service
quality: reliability, responsiveness, assurance, empathy, and tangibles. In this study I find out
the empirical evidence of the relation between service quality and patient satisfaction with
healthcare delivery. These insights to enhance service quality, improve patient experiences,
and ultimately, achieve better patient outcomes.
1
CHAPTER -1
2
1.INTRODUCTION
1.1 GENERAL INTRODUCTION ABOUT THE SERVICE QUALITY AND PATIENT

SATISFACTION WITH HEALTHCARE DELIVERY
The quality of healthcare services and patient satisfaction are two critical factors that contribute
to the success of any healthcare organization. In today's competitive market, it is essential for
healthcare providers to deliver high-quality services and meet the expectations of their patients
to maintain their market share and reputation. Over the years, patient satisfaction has become
a key performance indicator for healthcare organizations, as it is an important measure of how
well they meet the needs and expectations of their patients. Service quality and patient
satisfaction are closely linked, as high-quality services tend to lead to better patient outcomes
and increased satisfaction.
In recent years, there has been a growing interest in service quality and patient satisfaction in
healthcare delivery systems. Healthcare organizations are beginning to understand the
importance of providing high-quality services and ensuring that patients are satisfied with the
care they receive. The concept of service quality has been defined as the extent to which
healthcare providers meet or exceed the expectations of patients in terms of the care they
receive. Patient satisfaction, on the other hand, refers to the level of satisfaction or contentment
patients experience with the care they receive.
The importance of service quality and patient satisfaction in healthcare delivery systems cannot
be overstated. First, high-quality services and satisfied patients are important indicators of
organizational performance. Healthcare organizations that provide high-quality services tend
to have better patient outcomes, higher patient satisfaction rates, and increased financial
stability. Second, satisfied patients are more likely to comply with treatment regimens, which
can lead to better health outcomes. Despite the importance of service quality and patient
satisfaction, there are still challenges that healthcare organizations face in meeting the needs of
their patients. These challenges include limited resources, increased demand for services, and
the complex nature of healthcare delivery systems. In addition, patient expectations are
constantly evolving, and healthcare organizations must be able to adapt to these changes in
order to meet the needs of their patients.
3
Factors influencing service quality:
Service quality, defined as the extent to which healthcare services meet or exceed patient
expectations, has emerged as a critical aspect of healthcare delivery. It encompasses various
dimensions that collectively contribute to the overall patient experience. These dimensions
include reliability, responsiveness, assurance, empathy, and tangibles, such as the physical
facilities and equipment. By focusing on service quality, healthcare organizations can better
understand and address patient needs, preferences, and expectations, leading to enhanced
patient experiences and improved outcomes. These factors play a critical role in shaping
patients' perceptions of the quality of healthcare services they receive. Accessibility refers to
the ease of access to healthcare services, including availability, location, and affordability.
Responsiveness refers to the timeliness of healthcare services and how healthcare providers
respond to patients' needs. Empathy refers to the level of care and concern healthcare providers
show towards their patients. Reliability refers to the consistency and dependability of
healthcare services. Assurance refers to patients' confidence in the competence and
professionalism of healthcare providers.
Factors influencing patient satisfaction:
Patient satisfaction is a key indicator of the quality of healthcare services. Several factors can
influence patient satisfaction, including communication, trust, perceived quality of care,
convenience, and interpersonal skills of healthcare providers. Effective communication is
essential for patient satisfaction, as it enables patients to understand their health conditions and
treatment options. Trust is also crucial, as patients need to feel confident that healthcare
providers have their best interests at heart. The perceived quality of care, including the accuracy
of diagnoses, effectiveness of treatments, and the overall patient experience, also plays a
significant role in patient satisfaction. Convenience, such as the availability of appointments,
waiting times, and location of healthcare facilities, is another important factor. The
interpersonal skills of healthcare providers, including their friendliness, compassion, and
respectfulness, also contribute to patient satisfaction.
Benefits of Studying Service Quality and Patient Satisfaction
1. Enhanced Patient Experiences: A comprehensive understanding of service quality and

its impact on patient satisfaction enables healthcare providers to tailor their services to
better meet patient expectations. By doing so, they can create positive and memorable
4
patient experiences, fostering patient trust, loyalty, and engagement in their healthcare
journey.
2. Improved Healthcare Delivery: By identifying areas for improvement in service
quality, healthcare organizations can implement targeted interventions to enhance the
quality of care provided. This can lead to improved efficiency, better coordination of
care, reduced medical errors, and ultimately, better patient outcomes.
3. Patient-Centered Care: Studying service quality and patient satisfaction reinforces the
importance of patient-centered care, where the patient's values, preferences, and goals
are central to decision-making and care delivery. This approach promotes shared
decision-making, mutual respect, and collaboration between patients and healthcare
providers.
4. Quality Improvement: By studying service quality and patient satisfaction, healthcare
organizations can identify areas for improvement in their services. Understanding the
dimensions of service quality that are most impactful on patient satisfaction enables
organizations to target resources, develop strategies, and implement interventions to
enhance the quality of care provided. This contributes to ongoing quality improvement
initiatives within healthcare systems.
5. Patient Retention and Loyalty: High levels of patient satisfaction are closely linked to
patient retention and loyalty. Satisfied patients are more likely to continue seeking care
from the same healthcare provider or organization, which helps establish long-term
patient-provider relationships. Improving service quality and patient satisfaction can,
therefore, have positive effects on patient loyalty and contribute to the sustainability
and success of healthcare organizations.
6. Organizational Reputation: Patient satisfaction plays a significant role in shaping the
reputation of healthcare organizations. Positive patient experiences and feedback
contribute to a positive organizational reputation, which can attract new patients, build
trust among the community, and differentiate the organization in a competitive
healthcare market. On the other hand, negative experiences and low patient satisfaction
can lead to reputational damage and potential loss of patients.
7. Regulatory and Policy Implications: Patient satisfaction is increasingly considered as a
performance measure in healthcare, and regulatory bodies and policymakers often use
patient satisfaction data as indicators of healthcare quality. Understanding the
relationship between service quality and patient satisfaction can inform policy
5
decisions, quality improvement initiatives, and the development of standards and

guidelines for healthcare organizations.
8. Patient Empowerment and Engagement: By focusing on service quality and patient
satisfaction, healthcare organizations empower patients to actively participate in their
own healthcare journey. Patient satisfaction surveys and feedback mechanisms provide
patients with a platform to voice their opinions and concerns, encouraging patient
engagement and shared decision-making.
This project aims to explore the relationship between service quality and patient satisfaction
with healthcare delivery from a marketing perspective. The project will examine the factors
that contribute to service quality and patient satisfaction in healthcare, the methods that
healthcare organizations use to measure service quality and patient satisfaction, and the
strategies that healthcare organizations can use to improve service quality and patient
satisfaction. Ultimately, this project seeks to provide insights into how marketing can be used
to enhance the quality of healthcare delivery and improve patient satisfaction.
6
CHAPTER- II
7
2.PROFILES
2.1 INDUSTRY PROFILE
Healthcare has become one of the India’s largest sectors, both in terms of revenue and
employment. Healthcare comprises hospitals, medical tourism, health insurance and medical
equipment. The Indian healthcare sector is growing at a brisk pace due to its strength coverage,
services and increasing expenditure by public as well private player.
Market Size:
The Indian healthcare sector is expected to record a three-fold rise, growing at CAGR of 26%
between 2016-22 to reach US$ 372 billion in 2022 from US$ 110 billion in 2016. By FY22,
Indian healthcare infrastructure id expected to reach US$ 349 billion. India has been ranked
10th in the Medical Tourism Index (MTI). The healthcare market size is estimated to reach US$
50 billion by 2025.The delivery of healthcare services- from primary care to secondary and
tertiary level of care is the most visible part of any healthcare system both to users and the
general public.
Types of sectors in healthcare:
• Public healthcare
• Private healthcare
The public healthcare is free for every Indian resident. The Indian public health sector of
encompasses 18% of outpatient care and 44% of inpatient care. People belonging to the lower
standard of living trend to use public healthcare more than that of middle and upper-class
individuals living in India.
Since 2005, the private sectors healthcare capacity has been on a constant rise. The private
healthcare sector is an important part of the overall healthcare industry, providing a range of
services to individuals and families who are seeking high-quality medical care. This sector
includes private hospitals, clinics, diagnostic and imaging centers, and other healthcare
facilities that are not owned or operated by the government.
According to the latest available data, the global private healthcare sector is valued at around
$4.5 trillion, and is expected to grow at a compound annual growth rate of 6.4% between 2021
and 2026. Some of the key factors driving this growth include the increasing prevalence of
8
chronic diseases, rising healthcare costs, and a growing demand for personalized healthcare
services.
In terms of market segmentation, the private healthcare sector can be divided into several
categories based on the types of services they offer. These include:
1. Hospitals: Private hospitals offer a range of medical services, including inpatient and
outpatient care, surgery, emergency services, and diagnostic and imaging services.
Private hospitals often have state-of-the-art facilities and technologies, as well as highly
trained medical professionals.
2. Clinics: Private clinics provide a range of primary care and specialized services,
including family medicine, pediatrics, women's health, and dermatology. They may
also offer specialty services such as fertility treatment, orthopedics, and plastic surgery.
3. Diagnostic and imaging centres: Private diagnostic and imaging centres offer a range
of diagnostic tests and procedures, including X-rays, MRIs, CT scans, and blood tests.
These facilities often use advanced technologies to provide accurate and timely
diagnoses.
4. Home healthcare: Private home healthcare services provide medical care and assistance
to patients in their homes. This may include nursing care, physical therapy, and other
forms of support for patients with chronic or complex medical conditions.
Growth of healthcare:
1. Increasing Demand: Healthcare demand has been on the rise due to several factors,
including population growth, aging demographics, and the increasing prevalence of
chronic diseases. As the population expands and ages, there is a greater need for
healthcare services and treatments to address a wide range of health conditions.
2. Technological Advancements: Healthcare has witnessed remarkable advancements in
medical technology, diagnostic tools, treatment methods, and digital innovations. These
advancements have revolutionized healthcare delivery, enabling more accurate
diagnoses, minimally invasive procedures, personalized treatments, remote patient
monitoring, telemedicine, and improved patient outcomes.
3. Healthcare Infrastructure: The growth of healthcare is often accompanied by the
development of healthcare infrastructure. This includes the establishment of new
hospitals, clinics, medical centers, and specialized healthcare facilities. The expansion
9
of healthcare infrastructure ensures better accessibility to healthcare services and

improved healthcare delivery in various regions.
4. Healthcare Workforce: The healthcare workforce has also grown to meet the increasing
demand for healthcare services. This includes doctors, nurses, pharmacists, allied health
professionals, technicians, and administrative staff. The healthcare workforce
expansion aims to address the needs of a growing population and ensure adequate
staffing levels to provide quality care.
5. Integration of Data and Information Systems: The growth of healthcare has seen a
significant emphasis on the integration and utilization of data and information systems.
Electronic health records (EHRs), health information exchanges, and data analytics
have facilitated the efficient management of patient information, enhanced coordination
of care, and supported evidence-based decision-making.
6. Global Health Market: The healthcare industry has become a significant contributor to
the global economy. Healthcare products, services, and technologies are traded
internationally, leading to the growth of the global health market. This includes medical
tourism, pharmaceutical exports, medical device manufacturing, and international
collaborations in research and development.
Overall, the private healthcare sector plays an important role in providing high-quality medical
services to individuals and families around the world. With continued investment in technology
and innovation, this sector is likely to continue to grow and evolve in the years ahead.
10
2.2 COMPANY PROFILE
MAR SLEEVA MEDICITY PALAI is a private healthcare sector. It is inaugurated

on 14 September 2019. It is a world- class quaternary care centre located in Cherpunkal-
kozhuvanal Road, cherpunkal, Kottayam district, Kerala 686584. Also combines the best of
talent and technology to provide uncompromised quality care with a multidisciplinary approach
with 200+ qualified doctors, 650 hospital beds and 24/7 services. Mar Sleeva Medicity Palai
hospitals special services are Radiology department, home care, Child development centre
(CDC), Plastic and Reconstructive surgeries, Mar Sleeva Medicity service centre. Mar Sleeva
Medicity values as Compassionate care, Ethical Management, professionalism, Affordability,
Team work. In April 21,2023 Mar Sleeva Medicity Palai became NABH accredited, the highest
National Recognition for Quality and Patient Safety.
Vision statement:
To become a world-class wellness centre, hospitable and affordable to all while

maintaining the highest standards of professional competence.
Mission statement:
• To be channel of God’s healing power revealed through Jesus Christ, the physician of
our bodies and souls.
• To promote integral human development.
• To become a global destination for holistic healthcare.
• To offer hospice care with utmost devotion in keeping with the best of catholic
traditions.
• To treat everyone always as an end and never as a means.
11
2.2.1 COMPANY OVERVIEW

Company name Mar Sleeva Medicity Palai
Managing director Msgr.Dr. Joseph kaniyodickal
CEO Justine Thomas
Registration of company Kottayam
Class of company Private
Date of inaugurated 14 September 2019
Age of the company 3 years 6 months
Activity Affordable treatment, Holistic care, critical
medical care.
Website www.marsleevamedicity.com
Tag line A Temple of Health
Employees 850
Specialities 44 special care services
Departments Modern medicine, Ayurveda, Homoeopathy,
Naturopathy.
Facilities and Service ▪ International patient relations

▪ Radiology services
▪ Laboratory services
▪ Pharmacy services
▪ Emergency services
▪ Insurance and TPA
▪ Homecare
▪ Telemedicine
▪ Critical care
▪ Mobile app
▪ Support services
▪ Patrons care charity fund
▪ Health package
▪ Mar Sleeva Medicity Centre
12
CHAPTER- III
13
3.REVI EW OF LITERATURE
• Sk. Jawahar MHA, DNB- March 2007(A study on out patient satisfaction at a
super specialty hospital in India, Vol.2, No.2) A Study on outpatient satisfaction at a
super speciality hospital in India. As an op department is shopwindow, patient
satisfaction leads to drifts in both new and old patients which hinders the sustainability
and hospital in long run. And also, he conducted a study to know the satisfaction level
of patients and take the feedback of the patient about the services provided in the
hospital and concluded that 90% of the patients were satisfied with the services of the
hospital.
• Manimaran.S., Sindhiya.R., VenkateshwaraPS-2010
(Patients Expectation and Satisfaction in Dindigul Hospital, Review Article
ISSN 2229– 3795) A study of patient expectation and satisfaction in dindugal hospital.
In this the effects of SERVQUAL scale frame work covering 221 patients, were carried
out by research scholar. They conducted that the hospital administrator should improve
the intangible aspects according to the up-to-date technological requirements of the user
in order to create a good image and service rendered by the hospitals among patients.
Thus, improvement in the five dimensions namely tangibility, responsiveness,
assurance and empathy. This type of research survey helps to identify the service GAP
and enhance their effectively and efficiently.
• Dr. Ranjit chakrabathy and Anirban malumdar- 2011(Measuring Consumer
Satisfaction in Healthcare Sector: The Applicability of SERVQUAL” Vol.– II,
Issue –4,[149]) They carried out the study of measuring consumer satisfaction in
healthcare sector. They conducted the literature survey and found that SERVQUAL is
a popular model for measuring a service quality through it has its limitation but most
of the healthcare sector uses this model measuring a service quality. And they concluded
with a clear estimation of the modifications as well as the applicability of the
SERVQUAL Model. Based on the platform of secondary literature review, this paper
would be a move to outline and unveil the justification of measurement of patient
satisfaction in the SERVQUAL way.
14
• Syed Andaleeb – 2001 (Service quality perceptions and patient satisfaction: A

study of hospitals in a developing country” Social Science & Medicine 52 (2001)
1359–1370 A study on service quality perception and patient satisfaction about
healthcare service seem to have been largely ignored by healthcare provider in
developing countries. This paper also attempts formulate a strategic vision to enable
hospitals and overall healthcare system to deliver higher levels of patient satisfaction.
Also identifies the service quality factors that are important to patients. Here the field
survey was conducted. Using factor analysis and multiple regression, significant
associations were found between the five dimensions and patient satisfaction.
• Joshua Ofori Essien –2013(Service Quality and Patients Satisfaction with
Healthcare Delivery: Empirical Evidence from Patients of the Out Patient
Department of a Public University Hospital in Ghana” Vol.5, No.28, 2013) He
carried out the study of service quality and patient satisfaction with healthcare delivery.
The empirical evidence from patients of the outpatient department of a public university
hospital in Ghana. This study was a cross-sectional survey that adopted to convenience
sampling technique to select 400 outpatients in the hospital. The data were used to
examine the properties of the SERVQUAL dimension and patients’ satisfaction using
the hierarchical regression model. Descriptive statistics such as means scores, standard
deviations, skewness and kurtosis were used to compute the independent and dependent
variables. And also measures of skewness and kurtosis were also analysed to examine
normality of the SERVQUAL dimensions among OPD patients.
• Mayri Duggirala, Chandrasekharan Rajendran and R.N Anantharaman-
2008(Patient-perceived dimensions of total quality service in healthcare, Vol. 15
No. 5) The study on patient perceived dimensions of the total quality services (TQS) in
healthcare. Conducted a various questionnaire has been developed based on an
extensive literature review of research in service quality and based on responses of the
pilot survey among patient recently discharged from hospital. Multiple regression
analysis has been used to examine the patient impacts of the dimension of patient
perceived quality on patient satisfaction.
15
• Taqdees Fatima, Shahab Alam Malik, Asma Shabbir-June2017(Hospital

Healthcare Service Quality, Patient Satisfaction and Loyalty: An Investigation in
context of Private Healthcare Systems”, Vol.35 No.6) The study on hospital
healthcare service quality, patient satisfaction and loyalty. An investigation in context
of private healthcare systems. This study focussed on hospital service hospital service
quality and analysed the relative significance of quality measurements in anticipating
the patient’s satisfaction and loyalty. Here total 611 patients (Op&Ip) participated in a
questionaries survey. Data were analysed through descriptive statistics, common
method variance, reliability, correlation and regression in order to investigate customer
perceived service quality. And also, to recommend that the relationship between patient
loyalty and healthcare service quality aspects like physical environment, customer,
friendly, responsiveness, communication and privacy and safety is mediated by patient
satisfaction.
• Chandana deka, luish Borboruah, pranay p. sarmah, ipsita paul-September 2020
(A Study on Patient Satisfaction among the Patients Admitted in the In-Patient
Departments of a Tertiary Health Care Institution in North East India”, Vol.11(9):
356-361) A study on patient satisfaction among the patients admitted in the In-patient
departments of a tertiary healthcare institution in north east India. Multistage random
sampling was first done to select departments of the medical college. Then satisfied
technique with proportionate allocation was used to select patients from the respective
departments. And they finalize with systematic sampling technique used to select
respondents from among the In-patient of the selected departments. They concluded
that the satisfaction levels of studied patients in different aspects of hospital care areas
are as described.
• Aditi Naidu-January 2008(Factors affecting patient satisfaction and healthcare,
Vol. 22 No. 4, 2009) She carried out the study on factors affecting patient satisfaction
and healthcare quality. Here, the aim of this paper is to build a comprehensive
conceptual model to understand and measure variables affecting patient satisfaction-
based healthcare quality. The SERVQUAL instrument is used in many patient
satisfaction studies and they also found appropriate in healthcare settings.
16
• Ramesh Neupane and Manju Devkota-2017 (Evaluation of the Impacts of Service

Quality Dimensions on Patient Satisfaction: A Study of Private
Hospitals in Nepal”, Vol. 4, Issue-3: 165-176) The study on Evaluation of the impacts
of service quality dimensions on patient satisfaction in private hospitals in Nepal. They
evaluated the perceptions of the patients about service quality offered by private
hospitals and levels of their satisfaction. Here the formulated Hypotheses were tested
through primary date collection from the patients. Five factors of SERVQUAL
dimension and four factors of patient’s satisfaction. Such as price, image, perceived
quality and convenience were used to analyse service quality and patients’ satisfaction.
They took the survey in 490 patients from different 10 private hospital. They concluded
that the private hospital in Nepal providing high level of service quality and high level
of patient satisfaction.
17
CHAPTER -IV
18
4. RESERCH METHODOLOGY
Research methodology is a simple framework or plan for the study that is as guide in collection
and analysing the data. It is the blue print that is followed in completing the study. Thus, good
research methodology ensures the completion of project efficiency. Since there are many
aspects of research methodology, the line of action has to be chosen from the variety of
alternatives, to choose the suitable method through the assessment from various alternatives.
4.1 TITLE OF THE STUDY
“A study on Service Quality and Patient Satisfaction with Healthcare Delivery at Mar Sleeva
Medicity, Palai”
Period of the Study:
The study covers a period of three months from 23rd January to 22nd April 2023
4.2 NEED OF THE STUDY
1. Improving the quality of the healthcare services, evaluating of healthcare services and
understanding patient satisfaction with this service can help healthcare organization
identify areas for improvement and enhance the quality of care they provide.
2. A study on service quality and patient satisfaction can provide valuable insights into what
patients want and need from their healthcare providers.
3. The quality of healthcare services has a direct impact on patients’ outcomes, such as
recovery time, health outcomes, and overall well-being understanding patient satisfaction
with healthcare delivery can provide important information on how to improve patient
outcomes.
4.3 SCOPE OF THE STUDY
1. This study is to investigating the impact of healthcare provider communication on patients’

satisfaction.
2. This study is evaluating the role of the healthcare facilities in patient satisfaction.
3. This study is to be examining the relationship between healthcare service quality and
patient satisfaction.
4. This study is analysing the influence of patient demographics on healthcare delivery and
satisfaction.
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4.4 OBJECTIVES OF THE STUDY

• To study the relation between service quality and patient satisfaction based on the
dimensions of healthcare service quality such as Reliability, Assurance, Tangibility,
Empathy, Responsiveness
• To study the overall patient satisfaction.
• To analyse the measures of service quality in Mar Sleeva Medicity Palai hospital.
4.5 SOURCES OF DATA COLLECTION

Data can be defined as the quantitative or qualitative values of a variables. There are various
methods of interpreting data. Data sources are broadly classified into primary and secondary
data.
4.5.1 Primary Data:
The objective of the study has been accomplished with the help of primary data collected from
the inpatients. The data has been collected with the help of an interview scheduled method. The
questionnaire used in this survey consists of structured type of questions. Primary data refer to
the data collected from primary sources.
4.5.2 Secondary Data:
Secondary data were collected from official records of the organization, websites, and from
other publications. Data which are not originally collected but rather obtained from a published
or unpublished source, are known as secondary data. The main sources are:
➢ Journals and records
➢ Magazines
➢ Websites
4.6 TYPE OF RESEARCH
Descriptive research is followed here.
Descriptive research is a type of research that aims to describe a particular
phenomenon or group of phenomena. It is a type of research that focuses on observing,
measuring, and analyzing data to provide a detailed and accurate description of a situation or
population.
4.7 SAMPLE DESIGN

A sample design is a definite plan for obtaining a sample from a given population. It refers
to the technique or the procedure the researcher would adopt in selecting items for the
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sample. Sample design also leads to a procedure to tell the number of items to be included
in the sample. Hence, sample design is determined before the collection of data. Among
various types of sample design technique, the researcher should choose that samples which
are reliable and appropriate for the research study.
4.7.1 Population of the study:
There is N number of patients in the healthcare. It is unknown sample size
There is i.e., n=z²pq /e²
n = sample size
z = the z-score for the chosen confidence level (for 95% confidence level, z = 1.96)
p = estimated proportion of the population with the characteristic of interest (if unknown, use
0.5 for a conservative estimate) e margin of error
n = (1.96²×0.5×0.5)/0.05²
n = 384.16
Round up to the nearest whole number, and you would need a sample size of 385 inpatients.
This would provide a 95% confidence interval with a margin of error of +/-5%.
4.7.2 Sample size
The samples are collected from the inpatients who were discharges each day in the hospital. I
have collected only 385 numbers of samples from the Mar Sleeva Medicity in the given
period of time.
4.7.3 Sampling Techniques:
The convenience sampling is a type of non-Probability sampling technique. It relies on
location and accessibility to determine the research variables.
4.8 STATISTICAL TOOL FOR ANALYSIS
The study is an analytical study and hence simple tools such as percentage, tables, charts are
used for presenting the data in a clear manner. The important statistical tools used in analysis
are as follow:
1. Simple Percentage Method
2. Wilcoxon Signed Ranks Test
3. Kruskal-Wallis Test
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Simple Percentage Method

Percentage is used to compare relative terms and the distribution of two or more series of data
the ease and simplicity of calculating, the general understanding of its purpose and the universal
acceptability of the present static have made it the most widely and standardizing tool in
researchers.
Percentage = (Number of respondents/Total population of the sample) x 100.
Wilcoxon Signed Rank Test
The Wilcoxon Signed Rank test is a non-parametric analysis that statistically compared of the
average of two dependent samples and assess for significant differences. The Wilcoxon sign
test is the non-parametric alternative of the dependent samples t-test.
Kruskal Wallis Test
The Kruskal–Wallis test is a non-parametric method for testing whether samples originate from
the same distribution. It is used for comparing two or more independent samples of equal or
different sample sizes.
Hypothesis:
Hypothesis is an assumption that is made based on some evidence. This is the initial point
of any investigation that translates the research questions into a prediction. It includes
components like variables, population, and the relation between the variables. Research 20
hypothesis is a hypothesis that is used to test the relationship between two or more variables.
There are two types of hypotheses, they are Null hypothesis and Alternative hypothesis.
Null Hypothesis
It provides the statement which is contrary to the hypothesis. It is a negative statement, and
there is no relationship between independent and dependent variables. The symbol is denoted
by “H0”.
Alternative Hypothesis
When the Null Hypothesis is rejected then it is called the alternative hypothesis which is
denoted as “H1”.
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4.9 LIMITATIONS OF THE STUDY:

1. Patients discharged on holidays were excluded from the study.
2. ICU and COVID ward patients are excluded from the study.
3. The patient who discharged on after 5 pm are missed from the survey.
4. In the infected rooms are prohibited for the out persons.
5. Sometimes, some sick patients are not interested to answer.
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CHAPTER V
24
5.DATA ANALYSIS AND INTERPRETATION
5.1 Descriptive Analysis

TABLE.5.1.1
Age group of the respondents
particulars No. of respondents Percentage

0-1 18 4%
01-05 30 8%
06-12 30 8%
13-49 130 34%
50 & above 177 46%
Total 385 100%
5.1.1 Chart showing the age of the respondents
Age
50% 46%
45%
40%
34%
35%
30%
25%
20%
15%
10% 8% 8%
4%
5%
0%
0-1 01-05 06-12 13-49 50 & above
Inference
From the above analysis it is inferred that 46% of respondents are 50 and above age group of
categories and 34% of respondents are in between 13-49 years of age group, 8% of respondents
are 6-12 &1-5 years and 4% of respondents are in the ae group 0-1yeras.
25
TABLE 5.1.2
Gender of the respondents
Particulars No. of respondents Percentage
Male 165 43%
Female 220 57%
Total 385 100%
5.1.2 Chart showing the gender of the respondents
Gender
60% 57%
50%
43%
40%
30%
20%
10%
0%
Male Female
Inference
From the above analysis it is inferred that 57% of respondents belong to male category and
43% of respondents belong to male category. As per this finding the female patients are more
in count compare to the male patients.
26
TABLE 5.1.3
Marital status of the respondents
Single 100 26%
Married 285 74%
Total 385 100%
5.1.3 Chart showing the marital status of the respondents
marital status
80%
74%
70%
60%
50%
40%
30% 26%
20%
10%
0%
Single Married
Inference
From the above analysis it is inferred that the majority 74% of the respondents are Married in
status and the below average 26% of respondents are single in status, were the inpatients of the
hospital.
27
TABLE 5.1.4
Qualification of the respondents

Primary education 90 23%
SSLC 63 16%
HSC 48 13%
Under Graduate 76 20%
Post Graduate 108 28%
Total 385 100%
5.1.4 Chart showing the Qualification of the respondents
Qualification
30% 28%
25% 23%
20%
20%
16%
15% 13%
10%
5%
0%
Primary education SSLC HSC Under Graduate Post Graduate
Inference
From the above analysis it is inferred that 28% of respondents are qualified at the post graduate
level, 20% of respondents are under graduate, 13% of respondents are HSC level of
qualification, 16% of respondents are SSLC and 23% of respondents are primary education
level of qualification.
28
TABLE 5.1.5
Reason for Admission
Injury 97 25%
Illness 138 36%
Surgery 106 28%
Other 44 11%
total 385 100%
5.1.5 Chart showing the Reason for Admission
Reson for admission
40%
36%
35%
30% 28%
25%
25%
20%
15%
11%
10%
5%
0%
Injury Illness Surgery Other
Inference
From the above analysis it is inferred that the majority 36% of patients were admitted in the
hospital through illness, 25% of patients are admitted for injury, 28% of surgical patients and
11% of patients are in the other reason for admission.
29
TABLE 5.1.6
Experience of booking appointment

Extremely Satisfied 204 53%
Satisfied 149 39%
Neutral 27 7%
Dissatisfied 5 1%
Extremely Dissatisfied 0 0%
Total 385 100%
5.1.6 Chart showing, Experience of booking appointment
60%
53%
50%
39%
40%
30%
20%
10% 7%
1% 0%
0%
Extremely Satisfied Satisfied Neutral Dissatisfied Extremely
Dissatisfied
Inference
From the above analysis it is inferred that 53% of respondents are Extremely Satisfied about
the Experience of booking an appointment during the hospital visit,39% of respondents are
satisfied ,7% of respondents are given neutral level of satisfaction,1% of the respondents are
dissatisfied about the booking appointment process.
30
TABLE 5.1.7
Receiving all the necessary information regarding there Admission
Particulars No. of respondents Percentage%
Satisfied 151 39%
Neutral 30 8%
Dissatisfied 3 1%
Total 385 100%
5.1.7 Chart showing Receiving all the necessary information regarding there Admission
60%
52%
50%
39%
40%
30%
20%
10% 8%
1% 0%
0%
Extremely Satisfied Satisfied Neutral Dissatisfied Extremely Dissatisfied
Inference
Receiving all the necessary information regarding there Admission,39% of respondents are
dissatisfied to getting the information regards their admission.
31
TABLE 5.1.8
The availability of information about medical condition and treatment options
Satisfied 131 34%
Neutral 27 7%
Dissatisfied 3 1%
Total 385 100%
5.1.8 Chart showing the availability of information about medical condition and
treatment options
70%
60% 58%
50%
40%
34%
30%
20%
10% 7%
1% 0%
0%
Inference
the availability of information about medical condition and treatment options, 34% of
respondents are satisfied ,7% of respondents are given neutral level of satisfaction,1% of the
respondents are dissatisfied about the information of getting medical condition and treatment
options.
32
TABLE 5.1.9
Willingness of the hospital staffs to help during your hospital stay
Satisfied 156 40%
Neutral 31 8%
Dissatisfied 3 1%
Total 385 100%
5.1.9 Chart showing the willingness of the hospital staffs to help during your hospital
stay
60%
51%
50%
40%
40%
30%
20%
10% 8%
1% 0%
0%
Inference
the, willingness of the hospital staffs to help the patients’ needs 40% of respondents are
dissatisfied about the hospital staff’s willingness to help the patients.
33
TABLE 5.1.10
The hospitals online portals to view the medical records and test results
Satisfied 182 47%
Neutral 39 10%
Dissatisfied 7 2%
Total 385 100%
5.1.10 Chart showing the hospitals online portals to view the medical records and test
results
50% 47%
45%
40%
40%
35%
30%
25%
20%
15%
10%
10%
5% 2% 1%
0%
Inference
From the above analysis it is inferred that 40 % of respondents are Extremely Satisfied about
the, the hospitals online portals, 47% of respondents are satisfied ,10% of respondents are given
neutral level of satisfaction,2% of the respondents are dissatisfied,1% of the respondents are
extremely dissatisfied about the hospital’s online portals.
34
TABLE 5.1.11
Level of care provided by the hospital staff

Satisfied 144 37%
Neutral 31 8%
Dissatisfied 3 1%
Total 385 100%
5.1.11 Chart showing the level of care provided by the hospital staff
60%
54%
50%
40% 37%
30%
20%
10% 8%
1% 0%
0%
Inference
the, level of care provided by the hospital staff ,37% of respondents are satisfied ,8% of
respondents are given neutral level of satisfaction,1% of the respondents are dissatisfied about
the level of care provided by the hospital staff.
35
TABLE 5.1.12
Level of respect shown by this hospital staff

Satisfied 157 41%
Neutral 27 7%
Dissatisfied 3 1%
Total 385 100%
5.1.12 Chart showing the Level of respect shown by this hospital staff
60%
51%
50%
41%
40%
30%
20%
10% 7%
1% 0%
0%
Inference
the, the Level of respect shown by the hospital staff ,41% of respondents are satisfied ,7% of
the level of respect shown by the hospital staff.
36
TABLE 5.1.13
The knowledgeable and competent of the healthcare providers addressing the

healthcare needs

Satisfied 150 39%
Neutral 29 7%
Dissatisfied 3 1%
Total 385 100%
5.1.13 Chart showing the knowledgeable and competent of the healthcare providers
60%
53%
50%
39%
40%
30%
20%
10% 7%
1% 0%
0%
Dissatisfied
Inference
the, the knowledgeable and competent of the healthcare providers,39% of respondents are
dissatisfied about the knowledgeable and competent of the healthcare providers addressing the
healthcare needs.
37
TABLE 5.1.14
The hospital staff’s response, when the need of assistance during the hospital stays

Satisfied 162 42%
Neutral 28 7%
Dissatisfied 3 1%
Total 385 100%
5.1.14 Chart showing the hospital staff’s response, when the need of assistance during
the hospital stays
60%
50%
50%
42%
40%
30%
20%
10% 7%
1% 0%
0%
Inference
the, the hospital staff’s responses, 42% of respondents are satisfied ,7% of respondents are
given neutral level of satisfaction,1% of the respondents are dissatisfied about the hospital
staff’s response, when the need of assistance during the hospital stays.
38
Table 5.1.15
The professionalism of Doctors and Nurses
Satisfied 148 38%
Neutral 28 7%
Dissatisfied 3 1%
Total 385 100%
5.1.15 Chart showing the professionalism of Doctors and Nurses
60%
54%
50%
40% 38%
30%
20%
10% 7%
1% 0%
0%
Inference
the, professionalism of Doctors and Nurses, 38% of respondents are satisfied ,7% of
the professionalism of Doctors and Nurses in the hospital.
39
TABLE 5.1.16
The hospital staff take patients concerns and complaints seriously during the hospital
stay

Satisfied 148 39%
Neutral 40 10%
Dissatisfied 4 1%
Total 385 100%
5.1.16 Chart showing the hospital staff take patients concerns and complaints seriously
during the hospital stay
60%
50%
50%
39%
40%
30%
20%
10%
10%
1% 0%
0%
Inference
the, hospital staff take patients concerns and complaints seriously, 39% of respondents are
dissatisfied about the hospital staff take patients concerns and complaints seriously during the
hospital stay.
40
TABLE 5.1.17
The receiving time of your prescribed medications

Satisfied 152 39%
Neutral 30 8%
Dissatisfied 3 1%
Total 385 100%
5.1.17 Chart showing the receiving time of your prescribed medications
60%
52%
50%
39%
40%
30%
20%
10% 8%
1% 0%
0%
Inference
the, receiving time of your prescribed medications, 39% of respondents are satisfied ,8% of
the receiving time of your prescribed medications.
41
TABLE 5.1.18
The level of empathy shown by the hospital staff

Satisfied 152 39%
Neutral 27 7%
Dissatisfied 4 1%
Total 385 100%
5.1.18 Chart showing the level of empathy shown by the hospital staff
60%
53%
50%
39%
40%
30%
20%
10% 7%
1% 0%
0%
Dissatisfied
Inference
the, level of empathy shown by the hospital staff, 39% of respondents are satisfied ,7% of
the level of empathy shown by the hospital staff.
42
Table 5.1.19
The cleanliness and appearance of the hospital facilities
Satisfied 144 37%
Neutral 29 8%
Dissatisfied 3 1%
Total 385 100%
5.1.19 Chart showing the cleanliness and appearance of the hospital facilities
60%
54%
50%
40% 37%
30%
20%
10% 8%
1% 0%
0%
Inference
the, cleanliness and appearance of the hospital facilities, 37% of respondents are satisfied ,8%
of respondents are given neutral level of satisfaction,1% of the respondents are dissatisfied
about the cleanliness and appearance of the hospital facilities.
43
TABLE 5.1.20
The availability of medical equipment and supplies in this hospital

Satisfied 134 35%
Neutral 21 5%
Dissatisfied 4 1%
Total 385 100%
5.1.20 Chart showing the availability of medical equipment and supplies in this hospital
70%
59%
60%
50%
40% 35%
30%
20%
10% 5%
1% 0%
0%
Dissatisfied
Inference
the, availability of medical equipment and supplies, 35% of respondents are satisfied ,8% of
the availability of medical equipment and supplies in the hospital.
44
TABLE 5.1.21
The Safety and security of the hospital
Satisfied 134 35%
Neutral 21 5%
Dissatisfied 4 1%
Total 385 100%
5.1.21 Chart showing the Safety and security of the hospital
70%
59%
60%
50%
40%
35%
30%
20%
10%
5%
1% 0%
0%
Inference
the, Safety and security of the hospital, 35% of respondents are satisfied ,8% of respondents
are given neutral level of satisfaction,5% of the respondents are dissatisfied about the Safety
and security of the hospital.
45
TABLE 5.1.22
The level of comfort provided by hospital room facilities
Satisfied 150 39%

Neutral 18 5%
Dissatisfied 5 1%
Total 385 100%
5.1.22 Chart showing the level of comfort provided by hospital room facilities
60%
55%
50%
39%
40%
30%
20%
10%
5%
1% 0%
0%
Inference
the, level of comfort provided by hospital room facilities, 39% of respondents are satisfied ,5%
about the level of comfort provided by hospital room facilities.
46
TABLE 5.1.23
The quality of signage services at the healthcare facility
Satisfied 136 35%
Neutral 24 6%
Dissatisfied 6 2%
Total 385 100%
5.1.23 Chart showing the quality of signage services at the healthcare facility
60% 57%
50%
40%
35%
30%
20%
10%
6%
2%
0%
0%
Inference
the, quality of signage services at the healthcare facility, 35% of respondents are satisfied ,6%
about the quality of signage services at the healthcare facility.
47
TABLE 5.1.24
The availability and quality of food and beverage options during the hospital stay

Satisfied 147 38%
Neutral 129 33%
Dissatisfied 41 11%
Total 385 100%
5.1.24 Chart showing the availability and quality of food and beverage options during
the hospital stay
40% 38%
35% 33%
30%
25%
20%
16%
15%
11%
10%
5%
2%
0%
Inference
the, quality of signage services at the healthcare facility, 38% of respondents are satisfied ,33%
of respondents are given neutral level of satisfaction, 11% of the respondents are dissatisfied,
2% of respondents are extremely dissatisfied about the quality of signage services at the
healthcare facility.
48
TABLE 5.1.25
Overall accessibility of healthcare services received by this hospital

Satisfied 159 41%
Neutral 18 5%
Dissatisfied 5 1%
Total 385 100%
5.1.25 Chart showing the Overall accessibility of healthcare services received by this
hospital
60%
53%
50%
41%
40%
30%
20%
10%
5%
1% 0%
0%
Inference
the, accessibility of healthcare services received by this hospital, 41% of respondents are
dissatisfied about the Overall accessibility of healthcare services received by this hospital.
.
49
TABLE 5.1.26
Overall payment process
Satisfied 191 49%
Neutral 76 20%
Dissatisfied 11 3%
Total 385 100%
5.1.26 Chart showing Overall payment process
60%
49%
50%
40%
30% 27%
20%
20%
10%
3%
1%
0%
Inference
the, payment process, 49% of respondents are satisfied ,20% of respondents are given neutral
level of satisfaction,3% of the respondents are dissatisfied,1% of respondents are extremely
dissatisfied about Overall payment process in the hospital.
50
TABLE 5.1.27
Overall insurance process in the healthcare needs

Satisfied 179 46%
Neutral 52 13%
Dissatisfied 15 4%
Total 385 100%
5.1.27 Chart showing Overall insurance process in the healthcare needs
50%
46%
45%
40%
36%
35%
30%
25%
20%
15% 13%
10%
4%
5%
1%
0%
Inference
the, Insurance process, 46% of respondents are satisfied ,13% of respondents are given neutral
dissatisfied about Overall Insurance process in the hospital.
51
TABLE 5.1.28
Overall treatment process of this hospital
Satisfied 162 42%
Neutral 19 5%
Dissatisfied 4 1%
Total 385 100%
5.1.28 Chart showing Overall treatment process of this hospital
60%
51%
50%
42%
40%
30%
20%
10%
5%
1% 1%
0%
Inference
the, treatment process, 42% of respondents are satisfied ,5% of respondents are given neutral
dissatisfied about Overall treatment process in the hospital.
52
TABLE 5.1.29
How likely are you recommend Mar Sleeva Medicity Palai hospital to your friends and
family members?

Very likely 114 29%
Likely 238 62%
Neutral 30 8%
Not very likely 3 1%
Never 0 0%
Total 385 100%
5.1.29 Chart showing how likely are you recommend Mar Sleeva Medicity Palai
hospital to your friends and family members?
70%
62%
60%
50%
40%
29%
30%
20%
10% 8%
1% 0%
0%
Very likely Likely Neutral Not very likely
Never
Inference
From the above analysis it is inferred that 29% of respondents are very likely to recommended
Mar Sleeva Medicity to their friends and family, 62% of respondents are likely to recommend,
8% of respondents are given neutral of likely to recommend ,1% of the respondents are not
very likely to recommended this hospital to their friends and families. Here the majority of the
patients are likely to recommend this hospital services to others.
53
TABLE 5.1.30
On scale 1-10; How much do rate us for the service quality of Mar Sleeva Medicity?

Excellent 153 40%
Good 210 55%
Neutral 17 4%
Fair 5 1%
Poor 0 0%
Total 385 100%
5.1.30 Chart showing How much do rate us for the service quality of Mar Sleeva
Medicity?
60%
55%
50%
40%
40%
30%
20%
10%
4%
1% 0%
0%
Excellent Good Neutral Fair Poor
Inference
From the above analysis it is inferred that 40% of respondents are given Excellent rate of
comment to this hospital services, 55% of respondents are given good rate of comments, 4%
of respondents are given neutral level of rate, 1% of the respondents are given fair rating to
MSMP hospital for their service quality and patient satisfaction during the patient’s hospital
stay.
54
5.2 DESCRIPTIVE ANALYSIS OF FACTORS
5.2.1 Table showing the Mean and SD with regards to the factors of Service quality and
Patient satisfaction with healthcare delivery.
Particulars N Mean Std. Deviation
Service quality dimension 385 83.41 10.064
Patient satisfaction 385 16.99 2.510
Measures of service quality in

385 8.53 1.155
Mar Sleeva Medicity Palai
INFERENCE
From the analysis it is inferred that the parameters Considered the majority of respondents for
service quality dimensions (83.41) and the patient satisfaction is (16.99) and Measures of
service quality in Mar Sleeva Medicity Palai is (8.53).so, here the analysis concluded at the
more satisfactions in the service quality dimension.
55
5.3 INFERENTIAL ANALYSIS
Wilcoxon Signed Ranks Test
Hypothesis Statement:
H0: There is no significance difference among patient satisfaction and dimensions of

healthcare service quality such as Reliability, Assurance, Tangibility, Empathy,
Responsiveness.
H1: There is significance difference among patient satisfaction and dimensions of

healthcare service quality such as Reliability, Assurance, Tangibility, Empathy,
Responsiveness.
5.3.1 Table showing the Relation Between Patient Satisfaction regards to the Dimensions
of Healthcare Service
Variables Mean Rank Z-Value P-Value
Patient satisfaction 193.00

-17.010 0.000
Service Quality 0 .00
Dimensions
INFERENCE
Since p< 0.01. Ho is Rejected at 1% level of significance. Hence it is concluded that there is a
significance difference among patient satisfaction and dimensions of healthcare service quality
such as Reliability, Assurance, Tangibility, Empathy, Responsiveness. Based on the mean rank
value, the healthcare provides more concentrate between Patient Satisfaction and service
quality dimensions.
56
Kruskal Wallis Test
Hypothesis Statement:
HO: There is no significant difference between Reason for Admission regards to Overall
treatment process provided by the Mar Sleeva Medicity.
H1: There is a significant difference between Reason for Admission regards to Overall
5.3.2 Table Showing the Relation Between Reason for Admission regard to the hospitals
Overall Treatment Process
Overall treatment process Mean Rank Chi square Value P value
Extremely dissatisfied 206.25
Dissatisfied 258.00
6.066 0.194
Neutral 242.79
Satisfied 190.43
Extremely satisfied 188.88
INFERENCE
SINCE P> 0.05 is accepted at 5% level of significance. Hence it is concluded that there
is no significance difference between Reason for Admission regards to Overall
57
CHAPTER -VI
58
6.FINDINGS AND SUGGESTIONS
6.1 FINDINGS
1. Respondents in age 50 and above were more likely to report higher levels of satisfaction
compared to younger patients.
2. Female patients reported higher levels of satisfaction than male patients.
3. Patients with a higher level of education reported higher levels of satisfaction compared
to patients with a lower level of education.
4. Patients who reported having a chronic health condition were more likely to report lower
levels of satisfaction compared to patients without a chronic health condition
5. Respondents who received follow-up calls or appointments after their hospital stay
reported higher levels of satisfaction.
6. Patients who received more information about their treatment plan and care during their
hospital stay reported higher levels of satisfaction.
7. Respondents rated responsiveness as the most important dimension of service quality,

followed by empathy and reliability.
8. Respondents who had a longer length of stay reported lower levels of satisfaction
compared to patients who had a shorter length of stay.
9. Patients who reported feeling respected and listened to by their healthcare provider
reported higher levels of satisfaction.
10. Patients who were discharged earlier in the day reported higher levels of satisfaction
compared to patients who were discharged later in the day.
11. Respondents who had a higher level of trust in their healthcare provider reported higher
levels of satisfaction.
12. Patients who rated the cleanliness of the hospital were more likely to report higher levels
of satisfaction.
13. Respondents who reported experiencing pain or discomfort during their hospital stay
reported lower levels of satisfaction.
59
14. Respondents who received more personalized care, such as having their individual needs
and preferences taken into account, reported higher levels of satisfaction.
15. Patients who had a clear understanding of their treatment plan and medications reported
higher levels of satisfaction.
16. Respondents who had a positive experience with the hospital's discharge process, such
as receiving clear instructions and having their questions answered, reported higher
17. Patients are 90% satisfied about and signage services and safety process in the hospital.
18. More Satisfied in the level of comfort in the hospitals room facilities and availability of
medical equipment’s.
19. 70% of Average level satisfaction in the quality of food and beverage provide in the
hospital.
20. Respondents who rated the cleanliness of the hospital were more likely to report higher
21. Respondents who reported having a positive experience with the hospital staff were
more likely to recommend the hospital to others.
22. The majority of patients reported being satisfied with their healthcare experience, with
an overall satisfaction rate of 95%.
23. There was a significant positive correlation between patient satisfaction and perceived
service quality, indicating that patients who rated the service quality higher were more
likely to report higher levels of satisfaction.
24. The purpose of the analysis, the variables examined (service quality and patient
satisfaction), and the statistical tests used “Wilcoxon signed-rank test and Krushkal
Wallis test”
60
6.2.SUGGESTIONS
1. Enhance communication and information-sharing between healthcare providers and
patients to ensure that patients have a clear understanding of their treatment plan and
care.
2. Improve responsiveness to patients' needs and concerns by providing timely and prompt
care, addressing their questions and concerns, and regularly checking in on their well-
being.
3. Address Many issues related to a food quality, that may affect patient satisfaction and
well-being.
4. Provide more support and resources to patients with chronic health conditions to help
them manage their condition and improve their health outcomes.
5. Ensure that healthcare providers are well-trained and equipped with the necessary skills
and knowledge to provide high-quality care to patients.
6. Develop and implement programs to address patient pain and discomfort during
hospital stays, such as pain management programs and relaxation techniques.
7. Promote a more patient-centered approach to care by involving patients in the decision-
making process and ensuring that their preferences and values are taken into account.
8. Speed up the discharge process by providing clear instructions, follow-up care, and
addressing any questions or concerns that patients may have.
9. Provide opportunities for patients to provide feedback on their healthcare experience
during the beginning of the hospital stay and use this feedback to improve service
quality and patient satisfaction.
10. Enhance the use of technology to improve the efficiency and effectiveness of healthcare
delivery, such as telemedicine, electronic health records, and other digital health
solutions.
61
6.3 CONCLUSIONS
From the study explored the relationship between service quality and patient satisfaction in
healthcare delivery among inpatients. The findings of this study suggest that patients'
satisfaction with their healthcare experience is strongly associated with the quality of service
they receive. Specifically, patients rated responsiveness, empathy, and reliability as the most
important dimensions of service quality. Patients who received high-quality service were more
likely to report higher levels of satisfaction, and patients who reported a positive experience
with the hospital were more likely to recommend the hospital to others.
The study also identified several factors that may influence patients' satisfaction with
healthcare delivery, including age, gender, education level, chronic health conditions, length
of stay, and the quality of the environment and food. Based on the findings of this study, several
recommendations have been suggested to improve healthcare delivery, including enhancing
communication and information-sharing, providing more personalized care, fostering a more
empathetic and compassionate culture among healthcare providers, addressing environmental
factors, and improving patient education and health literacy.
Overall, the findings of this study highlight the importance of service quality in healthcare
delivery and suggest that improving service quality can lead to higher levels of patient
satisfaction and improved healthcare outcomes. By implementing the recommendations
suggested in this study, healthcare providers can work towards enhancing the quality of care
they provide and ultimately improve patient satisfaction and outcomes
62
REFFERENCES
63
BIBLIOGRAPHY
JOURNALS
• Aditi Naidu-January (2008), “Factors affecting patient satisfaction and healthcare”,
Vol. 22 No. 4, 2009.
• Chandana deka, luish Borboruah, pranay p. sarmah, ipsita paul-September (2020), “A
Study on Patient Satisfaction among the Patients Admitted in the In-Patient
Departments of a Tertiary Health Care Institution in North East India”, Vol.11(9): 356-
361
• Dr. Ranjit chakrabathy and Anirban malumdar-(2011), “Measuring Consumer
Satisfaction in Healthcare Sector: The Applicability of SERVQUAL” Vol.– II, Issue –
4,[149]
• Joshua Ofori Essien – (2013) “Service Quality and Patients Satisfaction with
Healthcare Delivery: Empirical Evidence from Patients of the Out Patient Department
of a Public University Hospital in Ghana” Vol.5, No.28, 2013
• Manimaran.S.Sindhiya.R. And Venkateshwara.PS– (2010),
“Patients Expectation and Satisfaction in Dindigul Hospital”, Review Article
ISSN 2229– 3795
• Mayri Duggirala, Chandrasekharan Rajendran and R.N Anantharaman-(2008),
“Patient-perceived dimensions of total quality service in healthcare”, Vol. 15 No. 5
• Ramesh Neupane and Manju Devkota-(2017), “Evaluation of the Impacts of Service
Quality Dimensions on Patient Satisfaction: A Study of Private Hospitals in Nepal”,
Vol. 4, Issue-3: 165-176
• Rula Al-Damen (2017), “Health Care Service Quality and Its Impact on Patient
Satisfaction -Case of Al-Bashir Hospital” Vol. 12, No. 9; 2017.
• Sk. Jawahar MHA, DNB- March (2007), “A study on out patient satisfaction at a super
specialty hospital in India”, Vol.2, No.2.
• Syed Andaleeb – (2001) “Service quality perceptions and patient satisfaction: A study
of hospitals in a developing country” Social Science & Medicine 52 (2001) 1359–1370
• Taqdees Fatima, Shahab Alam Malik, Asma Shabbir-June (2017) “Hospital Healthcare
Service Quality, Patient Satisfaction and Loyalty: An Investigation in context of Private
Healthcare Systems”, Vol.35 No.6
64
WEBSITES
i. www.marsleevamedicity.com
ii. https://www.datanyze.com/companies/mar-sleeva-medicity-palai/476812721
iii. https://www.researchgate.net
iv. https://en.m.wikipedia.org/wiki/Healthcare_industry
65
APPENDIX
66
A Study on service quality and patient satisfaction with healthcare

Delivery at Mar Sleeva Medicity Palai
Interview schedule
A. PERSONAL DETAILS:
1. Age of the Patient
i. 0-1
ii. 1-5
iii. 6-12
iv. 13-49
v. 50 and Above
2. Gender of the Patient

i. Male
ii. Female
3. Marital status of the Patient

i. Single
ii. Married
4. Qualification of the Patient

i. Primary Education
ii. SSLC
iii. HSC
iv. UG
v. PG
5. Reason for Admission

i. Injury
ii. Illness
iii. Surgery
iv. Other
67
B. Healthcare service quality Such as Reliability, Assurance, Tangibility, Empathy,

Responsiveness
S.NO Parameters Extremely Satisfied Neutral Dissatisfied Extremely

satisfied dissatisfied
1 Experience of booking
appointment
2 Are you clearly receiving all
the necessary information
regarding your Admission
3 The availability of information
about your medical condition
and treatment options
4 Willingness of the hospital
staffs to help during your
hospital stay
5 How satisfied with the
hospitals online portal to view
your medical records and test
results?
6 Level of care provided by the
hospital staff
7 Level of respect shown by this
hospital staff
8 How satisfied about the
knowledgeable and competent
of the healthcare providers
addressing your healthcare
needs?
9 How satisfied with the hospital
staff’s response, when you
need assistance during your
hospital stay?
10 How satisfied with the
professionalism of Doctors and
Nurses?
11 The hospital staff take your
concerns and complaints
seriously during your hospital
stay
12 The receiving time of your
prescribed medications
13 The level of empathy shown by
the hospital staff
14 How satisfied were you with
the cleanliness and appearance
of the hospital facilities?
15 How Satisfied about the
availability of medical
equipment and supplies in this
hospital?
16 The Safety and security of the
hospital
68
17 The level of comfort provided

by hospital room facilities
18 The quality of signage services
at this healthcare facility
19 How satisfied are you with the
availability and quality of food
and beverage options during
your hospital stay?
C. Overall Patient Satisfaction
S.NO Parameters Extremely Satisfied Neutral Dissatisfied Extremely

satisfied dissatisfied
20 Overall accessibility of
healthcare services you
received
21 Overall payment process
22 Overall insurance
process in your
healthcare needs
23 Overall treatment
process of this hospital
D. The measures of service quality in Mar Sleeva Medicity.
24. How likely are you recommend Mar Sleeva Medicity Palai hospital to your friends and
family members?
Very likely Likely Neutral Not very likely Never
25. On scale 1-10; How much do you rate us for the service quality of Mar Sleeva
Medicity?
10--- 9 8 ---- 7 6 ---- 5 4 ----- 3 2 ------ 1
Excellent Good Neutral Fair Poor

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A STUDY ON SERVICE QUALITY AND PATIENT SATISFACTION

WITH HEALTHCARE DELIVERY AT MAR SLEEVA MEDICITY,

(Reg No: 962221631021)

MASTER OF BUSINESS ADMINISTRATION

ST. XAVIER’S CATHOLIC COLLEGE OF ENGINEERING

(An Autonomous Institution)

Chunkankadai, Nagercoil – 629 003.

(An Autonomous Institution)

Chunkankadai, Nagercoil – 629 003.

DEPARTMENT OF MANAGEMENT STUDIES

Place: Chunkankadai Signature of the Guide

INTERNAL EXAMINER EXTERNAL EXAMINER

Place: Chunkanakadai Name: DHIVYA. H

TABLE NO PARTICULARS PAGE NO

5.1.1 Age group of the respondents 24

5.1.2 Gender of the respondents 25

5.1.3 Marital status of the respondents 26

5.1.4 Qualification of the respondents 27

5.1.5 Reason for Admission 28

5.1.6 Experience of booking appointment 29

5.1.7 Receiving all the necessary information regarding there Admission 30

5.1.8 The availability of information about medical condition and 31

5.1.11 Level of care provided by the hospital staff 34

5.1.12 Level of respect shown by the hospital staff 35

5.1.13 The knowledgeable and competent of the healthcare providers 36

5.1.15 The professionalism of Doctors and Nurses 38

5.1.17 The receiving time of your prescribed medications 40

5.1.19 The cleanliness and appearance of the hospital facilities 42

5.1.20 The availability of medical equipment and supplies in the hospital 43

5.1.21 The Safety and security of the hospital 44

5.1.22 The level of comfort provided by hospital room facilities 45

5.1.23 The quality of signage services at the healthcare facility 46

5.1.25 Overall accessibility of healthcare services you received by this 48

5.1.26 Overall payment process 49

5.1.27 Overall insurance process in your healthcare needs 50

5.1.28 Overall treatment process of the hospital 51

TABLE NO PARTICULARS PAGE NO

5.1.1 Age group of the respondents 24

5.1.2 Gender of the respondents 25

5.1.3 Marital status of the respondents 26

5.1.4 Qualification of the respondents 27

5.1.5 Reason for Admission 28

5.1.6 Experience of booking appointment 29

5.1.7 Receiving all the necessary information regarding there Admission 30

5.1.8 The availability of information about medical condition and treatment 31

5.1.11 Level of care provided by the hospital staff 34

5.1.12 Level of respect shown by the hospital staff 35

5.1.13 The knowledgeable and competent of the healthcare providers 36

5.1.15 The professionalism of Doctors and Nurses 38

5.1.17 The receiving time of your prescribed medications 40

5.1.19 The cleanliness and appearance of the hospital facilities 42

5.1.20 The availability of medical equipment and supplies in the hospital 43

5.1.21 The Safety and security of the hospital 44

5.1.22 The level of comfort provided by hospital room facilities 45

5.1.23 The quality of signage services at the healthcare facility 46

5.1.25 Overall accessibility of healthcare services you received by this 48

5.1.26 Overall payment process 49