A STUDY ON PATIENT SATISFACTION TOWARDS SERVICE PROVIDED BY VASAN EYE CARE HOSPITAL WITH SPECIAL REFERENCE TO COIMBATORE CITY

PROJECT WORK SUBMITTED TO PSGR KRISHNAMMAL COLLEGE FOR WOMEN IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF MASTER OF COMMERCE OF BHARATHIAR UNIVERSITY

Submitted By S. RUBIKA (10MCO021) Under The Guidance Of Mrs. R.S. KANIMOZHI., M.Com., M.Phil., PGDCA.,

DEPARTMENT OF COMMERCE (PG) PSGR KRISHNAMMAL COLLEGE FOR WOMEN COLLEGE WITH POTENTIAL FOR EXCELLENCE
(AN AUTONOMOUS INSTITUTION- AFFILIATED TO BHARATHIAR UNIVERSITY)

(REACCREDITED WITH ‘A’ GRADE BY NAAC) AN ISO 9001:2008 CERTIFIED INSTITUTION COIMBATORE-641004 MARCH 2012

CERTIFICATE
This is to certify that this project entitled “A STUDY ON PATIENT SATISFACTION TOWARDS SERVICE PROVIDED BY VASAN EYE CARE HOSPITAL WITH SPECIAL REFERENCE TO COIMBATORE CITY” , submitted to Bharathiar University in partial fulfillment of the requirement for the award of the Degree of Master of Commerce is a record of the original work done by S. RUBIKA (10MCO021), during her period of study in PSGR Krishnammal College For Women, Coimbatore, under my guidance and her project work has not formed the basis for the award of any Degree/Diploma/Associate ship/Fellow ship or similar title to any candidate of any university. Forwarded by,

Mrs. R.S. Kanimozhi., M.Com., M.Phil., PGDCA., Faculty Guide

Mrs. R. Nithya., M.com., M.Phil., MBA., PGDCA., Head of the Department (In-charge)

Dr. (Mrs.). N. Yesodha Devi., M.com., Ph.D., Principal

Submitted for VIVA VOCE, Examination held on _______________ ____________________ Internal Examiner ____________________ External Examiner

DECLARATION
I, S. Rubika hereby declare that the project entitled “A STUDY ON PATIENT SATISFACTION TOWARDS SERVICE PROVIDED BY VASAN EYE CARE HOSPITAL WITH SPECIAL REFERENCE TO COIMBATORE CITY”, submitted to Bharathiar University in partial fulfillment of the requirements for the Degree of Master of Commerce, is a record of original work done by me under the guidance of PSGR Krishnammal College for women, Coimbatore and this project work has not formed the basis for the award of any Degree/Diploma/Associate ship/Fellow ship or similar title to any candidate of any university.

Place: Coimbatore _____________________ Date : (S. RUBIKA) (10MCO021)

Endorsed By,

Place: Coimbatore Date :

___________________________ Mrs. R.S. Kanimozhi.,M.Com., M.Phil., PGDCA., Faculty Guide

ACKNOWLEDGEMENT
I thank God for giving me strength and determination to complete the project successfully. I express a deep sense of gratitude and thanks to Smt.R.Nandhini, Secretary, PSGR Krishnammal College for Women and the management for providing me an opportunity to undertake the project work. I extend my sincere thanks to Dr. (Mrs) N. Yesodha Devi., M.Com., Ph.D., Principal, PSGR Krishnammal College for Women for having provided the facilities for undertaking the project work. I express my special thanks to Mrs. R. Nithya., M.Com., M.Phil., MBA., PGDCA., Head of the Department(In-charge), Department of B.Com(CA) and M.Com for her valuable support in completing the project successfully. I owe my sincere thanks to my guide Mrs. Mrs. R.S. Kanimozhi., M.Com., M.Phil., PGDCA., Faculty Guide Department of Commerce (PG) for having given me a valuable guidance, encouragement and support from time to time throughout the course of study which enable me to complete the project successfully. I also express my gratitude to all the staff members in the department. I also express my sincere thanks to Mr. D. Marudhachalam,a Mugil Data Systems, Coimbatore for his valuable guidance and support in applying the statistical tools which enable me to complete the project successfully. I take this opportunity to thank my beloved family members and friends for their encouragement and support to complete my project work successfully.

DEDICATED TO MY BELOVED PARENTS, ALMIGHTY, FACULTIES AND MY DEAR FRIENDS

BIBLIOGRAPHY REFERENCES

Mehta (2001) “The Impact of Employee Involvement on the Effectiveness of Health” Information Technology” Industrial & Labor Relations Vol. 64, Issue5 PP863-888, P5.

Choubey,R.R (2002) “A reports on hospital security and maintenance service” Health service management research, Vol. 24, Issue 4, PP163-169, P3.

A.K.Sivakumar (2003) ”Improving patient satisfaction in hospital care settings” ,Health service management, Vol.24, Issue4, PP163-169, P7.

Dayan’s (2004) “Service Ethic Compatible with Professionalism”, physician Executive, Vol.38, Issue 6, PP58-60, P3.

RanazehraMassood (2005) ”Factors to consider in designing a patient satisfaction survey” Nursing Management, Vol. 18 Issue 7, PP23-27, P5.

Lucy Robert (2006) “How Patient Reactions to Hospital Care Attributes Affect the Evaluation of Overall Quality of Care” Health care management, Vol.55, Issue1, PP25-37.

Rakes (2006) “Initiative to change ward culture results in better patient care”, Health care management, Vol. 18 Issue 4, PP32-35, P4.

Brown, C (2007) “Where are the patients in the quality of health care?” International Journal for Quality in Health Care, Vol .19 Issue 3,P3.

Blum Nava (2009) “ST JOHN Eye Hospital”, American Journal of Public Health, Vol. 99 Issue 1, PP32-33, P2.

JalanRatan (2009) “Predicting Patient Loyalty and Service Quality Relationship”, Applied statistics, Vol. 12, Issue 4, PP45-55, P11.

Edwards Randy (2011) “In Struggle to Cut Expenses”, Hospitals Eye the Pharmacy,” Hospitals & Health Networks, Vol. 85 Issue 11, PP28-32, P4.

Sanders Bathany (2011) “Service Quality in Health Care Centers”, An Empirical Study, Vol. 4 Issue 4, PP1-15, P15.

Fracasso Mark.R (2011) ”Improving access while maintaining quality and satisfaction”, Physician Executive, Vol.37 Issue 6, PP 44-48, P5.

Robbins Shari B. (2011) “Developing service quality in mental health services”, International Journal of Health Care Quality Assurance, Vol .17 Issue 2, P7.

Hernandez James (2011) “Hospital billing processes affect patients satisfaction”, Americans health care financial managers, Vol 27 Issue 2, pp111.

Books  Kothari.C.R. – “Research Methodology, Methods & Techniques Wishwa Prakashan New Delhi 2nd Edition, page no 76, 77, 282, 283  Fisher. D. Cynthia, Schoenfeldt F.Lyle, Shaw. B. James “H.R.manale 2 nd Edition, page no .512 to 527  Anju gupta, Operations Research, Excel books, 1st Edition 1998, page no 9699  Marketing for Hospitality. Philip Kotler, John Bowen, & James Makens.  Ravi Shanker, Service marketing, The Indian perspective, Excel book, First edition, 2002. Journals &Magazines  Brouchers of Vasan Eye Hospital.  The ICFAI Journal of Service Marketing, Suchitra Jampani.  Indian Journal of Marketing. Dr. G Ganesan Dr. K. Chandra Sekar Rao. Websites
 www.hospital.com

 www.healthline.com  www.healthfinder.com  www.vasaneye.in

Sign up to vote on this title
UsefulNot useful