CONTENTS

CHAPTER NO. LIST OF TABLES LIST OF CHARTS I INTRODUCTION 1.1Statement of the problem 1.2 Scope of the study 1.3 Objectives 1.4 Research methodology 1.5 Limitations 1.6 Review of literature 1.7 Chapter scheme 1 2 2 2 3 3 4 7 DESCRIPTION PAGE NO.

II

PROFILE OF THE STUDY 2.1 Patient satisfaction 2.2 Profile of hospital 2.3 Hospital system and functions

9 9 9 15

III

ANALYSIS AND INTERPRETATION

16

IV

FINDINGS,SUGGESTIONS AND CONCLUSIONS 4.1 Findings 4.2 Suggestions 4.3 Conclusion

80

BIBLIOGRAPHY ANNEXURE

LIST OF TABLES
TABLE NO 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12 3.13 3.14 3.15 TITLE PAGE NO 17 17 18 18 19 19 20 21 21 22 24 26 28 30 31

Table showing Age group of the respondents Table showing Gender of the respondents Table showing Marital Status of the respondents Table showing Educational Qualification of the respondents Table showing Occupation of the respondents Table showing Annual Income of the respondents Table showing Type of Patients of the respondents Table showing Area of residence of the respondents Table showing Factors influenced to select the hospital Table showing Patient perception towards hospital facility Table showing Opinion about the cost of treatment (In Patient) Table showing Opinion about the cost of treatment (Out Patient) Table showing Satisfaction level of regarding general services Table showing Recommend this hospital to others Table showing relationship between age and patient perception towards hospital facility Anova for patient perception towards hospital facility score and age

3.15(a)

32

3.16

Table showing relationship between Educational Qualification and patient perception towards hospital facility. Anova for patient perception towards hospital facility score and Educational Qualification Table showing relationship between occupation and patient perception towards hospital facility Anova for patient perception towards hospital facility score and occupation Table showing relationship between annual income and patient perception towards hospital facility Anova for patient perception towards hospital facility score and annual income Table showing relationship between age and level of satisfaction regarding hospital personnel. Anova for satisfaction level towards hospital persons score and age Table showing relationship between Educational Qualification and level of satisfaction regarding hospital personnel. Anova for satisfaction level towards hospital persons score and Educational Qualification Table showing relationship between occupation and level of satisfaction regarding hospital personnel. Anova for satisfaction level towards hospital persons score and occupation Table showing relationship between annual income and level of satisfaction regarding hospital personnel Anova for satisfaction level towards hospital persons score and annual income Table showing relationship between age and opinion about cost of treatment Anova for opinion about cost of treatment score and age Table showing relationship between Educational qualification and opinion about cost of treatment

33

3.16(a)

34

3.17

35

3.17(a) 3.18

36 37

3.18(a) 3.19

38 39

3.19(a) 3.20

40 41

3.20(a)

42

3.21

43

3.21(a) 3.22

44 45

3.22(a) 3.23 3.23(a) 3.24

46 47 48 49

3.24(a) 3.25

Anova for opinion about cost of treatment score and Educational Qualification Table showing relationship between occupation and opinion about cost of treatment Anova for opinion about cost of treatment score and occupation Table showing relationship between annual income and opinion about cost of treatment Anova for opinion about cost of treatment score and annual income Table showing relationship between age and satisfaction level of general services Anova for satisfaction level of general services score and age Table showing relationship between Educational Qualification and satisfaction level of general services Anova for satisfaction level of general services score and Educational Qualification Table showing relationship between occupation and satisfaction level of general services Anova for satisfaction level of general services score and occupation Table showing relationship between annual income and satisfaction level of general services Anova for satisfaction level of general services score annual income Tale showing relationship between gender level and patient perception towards hospital facility t-test for equality of means Table showing relationship between marital status and patient perception towards hospital facility t-test for equality of means Table showing relationship between type of patient and patient perception

50 51

3.25(a) 3.26

52 53

3.26(a) 3.27

54 55

3.27(a) 3.28

56 57

3.28(a)

58

3.29

59

3.29(a) 3.30

60 61

3.30(a) 3.31

62 63

3.31(a) 3.32

63 64

3.32(a) 3.33

64 65

towards hospital facility 3.33(a) 3.34 t-test for equality of means Table showing relationship between area of residence and patient perception towards hospital facility. t-test for equality of means Table showing relationship between Gender level and satisfaction level towards hospital persons t-test for equality of means Table showing relationship between marital status and satisfaction level towards hospital persons t-test for quality of means Table showing relationship between type of patient and satisfaction level towards hospital persons t-test for equality of means Table showing relationship between area of residence and satisfaction level towards hospital persons t-test for equality of means Table showing relationship between gender level and opinion about cost of treatment t-test for equality of means Table showing relationship between marital status and opinion about cost of treatment t-test for equality of means Table showing relationship between type of patient and opinion about cost of treatment t-test for equality of means 65 66

3.34(a) 3.35

66 67

3.35(a) 3.36

67 68

3.36(a) 3.37

68 69

3.37(a) 3.38

69 70

3.38(a) 3.39

70 71

3.39(a) 3.40

71 72

3.40(a) 3.41

72 73

3.41(a)

73

3.42

Table showing relationship between area of residence and opinion about cost of treatment t-test for equality of means Table showing relationship between gender level and satisfaction level of general services t-test for equality of means Table showing relationship between marital status and satisfaction level of general services t-test for equality of means Table showing relationship between type of patient and opinion about cost of treatment t-test for equality of means Table showing relationship between area of residence and opinion about cost of treatment t-test for equality of means Table showing relationship between the patient perception towards hospital facility , satisfaction level towards hospital persons , opinion about cost of treatment , satisfaction level of general services . Table showing the mean rank of the respondents regarding the influence to select the hospital Kendalls (W)

74

3.42(a) 3.43

74 75

3.43(a) 3.44

75 76

3.44(a) 3.45

76 77

3.45(a) 3.46

77 78

3.46(a) 3.47

78

79 80

3.48

3.48(a)

80

LIST OF EXHIBITS

EXHIBIT NO 3.7.1 3.10.2 3.11.3 3.12.4 3.13.5

TITLE Type of patient of the respondents Patient perception towards hospital facility Opinion about the cost of treatment (Inpatient) Opinion about the cost of treatment (Outpatient) Satisfaction level of regarding general services

PAGE NO 20 23 25 27 29