TOPIC:ROLE OF PHYSICAL EVIDENCE DETERMININIG

SERVICE QUALITY

HASHIM P V
INTRODUCTION

Physical evidence in any organisation is an asset especially for a service firm. The services
are intangible in nature this intangibility makes the physical evidence more important. The
environment in which the services are delivered is known as physical evidence. In a hospital
physical evidence includes cleanliness , structure of the building etc it helps to know more
about the physical evidence of the hospital which will be helpful for the hospital authorities
and the patients. .

Physical evidence is one among the marketing mix in service delivery. The service firms
must consciously make efforts to manage the physical evidence. In case of hospital it is really
important in maintaining attractive physical evidence. Physical Evidence is the environment
in which service is delivered. The services are intangible in nature. The intangibility is the
reason for the importance of physical evidence in the service marketing mix. So physical
evidence in service industry is really important.
METHODOLOGY

Research Design
A research design is considered as the framework or plan for a study that guides as well as
helps the data collection and analysis of data. The research design may be exploratory,
descriptive and experimental for the present study. The descriptive research design is adopted
for this project.

Descriptive research
In this research the researcher used descriptive research design. A descriptive research design
is concerned with the detail description of certain functional variables and characteristics of a
problem situation. The major purpose of this research is the description of the state affairs
and its exist in present.

Universe of the Study

Universe of this study is the patients

Sampling Procedure
The sampling used in this study is Simple random sampling

Methods of Data Collection

Both Primary and Secondary is used.

Primary

Questionnaire, Interview, Observation

Secondary

Books and Internet

Tools & Techniques of Analysis

Simple percentage analysis
LIMITATION OF THE STUY

 Most of the people where illiterate

 Some of the respondents were not cooperative
 There was only a short span of time to complete the project
 The small sample size of respondents may not represent the whole universe