INTRODUCTION

In this chapter the researcher aimed to explain and discuss about the
introduction to the present research and the useful information relating to the relevant
topics like hospital, corporate hospital, and healthcare, healthcare system in India,
objectives of the corporate hospitals, service, service quality, service quality gap, and
Serviqual model and the research methodology used to conduct the present research.

INTRODUCTION:

In case of health care organizations satisfaction is more imperative from

several aspects. The happiest patients are more to be expected to act in accordance
with treatment regimens, uphold a ongoing relationship with a general practitioner,
and thus take pleasure in enhanced treatment. Consequently, all the way through the
permanence of care and adherence, patient satisfaction has the probable to progress
health care outcomes. The far above the ground satisfaction is correlated to
augmented market share, superior monetary outcomes, and condensed claims of
unprofessional conduct; in addition to that, the patient satisfaction scores are now
used to resolve provider reimbursement. Therefore the patient satisfaction with health
care services is not only a gauge of concert but also helps to recognize areas in
necessitate of development in the direction of on condition that improved care.

The stipulations of medical care vary across the countries and the nature of
such provisioning is unwavering by the socio-economic and political forces in a given
society. Even though there is a immense diversity in provisioning, largely there are
three foremost types. Firstly, there are countries where the state plays a vital
responsibility in the finance, stipulation and supervision of services but at the same
time private welfare in the form of individual practice, hospitals and other helpful
services coexist. Secondly, there are countries where the state is the only provider of
medical care and no private welfare are allowed. Thirdly, there are countries which
rely for the most part on the market for the provisioning of services.

In the consequences of the Second World War the general harmony in Europe
as well as in the newly independent states of Africa and Asia was in good turn of a
planned economic development. On the other hand in the developing countries the

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degree to which the state has been complicated in the provision of health services has
mottled to some extent, but the sustain for universal exposure has been high on the
admired schema. This is connected to the piece of information that in some countries
of south Asia like Sri Lanka and India the early years of independence witnessed
health services taking a great share of intended outlays for investment in
enlargement.1

Patient happiness is one of the most significant and extensively used indicators
in measuring health care eminence and outcomes. In the recent years, there has been a
on the increase concern in assessing patient pleasure to recognize care proportions
requiring development. According to the American College of Healthcare Executives,
patient pleasure is one of the pinnacle 10 concerns of hospital administrators and has
now turn out to be a customary for judging the superiority of physicians and medical
institutions.

The worth of services plays a most important role in achieving patient

fulfillment. Traditionally, service quality is assessed by certain measures, such as
morbidity or mortality. However, in recent decades, the patients’ perception of their
care has also been taken into consideration. Thus, the patients’ perception of the
service quality contributes critically to achieving satisfaction. In some studies, the
positive assessment of service quality is considered as satisfaction, and these terms
are used interchangeably; however, patient satisfaction is only one of several
measures of care quality. Quality judgments are fairly specific, whereas satisfaction
judgments are more general. Patient satisfaction is a positive or negative attitude
reflecting the patient’s feelings in relation to the received services. To obtain
satisfaction, the patient must experience a service; in contrast, the perceived quality of
services is not necessarily the result of experiencing those services. The quality of
services is associated with cognitive judgments, whereas patient satisfaction is
associated with affective judgments. The distinction between service quality as a
cognitive construct and patient satisfaction as an emotional construct suggests a
causal relationship in which the quality of services is a predictor of patient
satisfaction. Several studies have been done on the relationship between service
quality and customer satisfaction. Not surprisingly, the results show that the quality of
services leads to higher satisfaction understanding the relative importance of service

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quality dimensions is important in determining patient satisfaction and can help
managers to find out which dimensions are crucial to patient satisfaction. This
information can help managers to better allocate resources, implement effective
management practices, and guarantee high levels of satisfaction. In general, knowing
the relative importance of service quality dimensions in patient satisfaction is
important because of its implications for future actions and decision.2

Patients’ happiness is currently deemed a significant upshot assess for health

services; on the other hand, “satisfaction” might be translated into a variety of
definitions. Patients may have an intricate set of significant and appropriate viewpoint
which cannot be personified in stipulations of terminology of satisfaction. For service
providers to evocatively determine the know-how and perceptions of patients and the
group of people then follow a line of investigation must first be conducted to make
out the habits and stipulations in which those patients distinguish and assess that
service.

Patient contentment has been a chief issue for health care managers. Various
studies have developed and functional patient happiness as a quality enhancement tool
for health care providers. Subsequent augmented levels of antagonism and the
prominence on consumerism, patient happiness has become a significant dimension
for monitoring health care recital of health plans. This dimension has developed all
along with a new attribute: the patient's point of view of service quality of care. The
association flanked by health care providers and patients has been reported to be the
good number prominent aspect for patient happiness. Recommendations commencing
family or friends are converted into an imperative basis of information for selecting
health care providers. Suggestion as well as happiness is based on individual know-
how with reference to the services that, one has acknowledged from health providers3.

The healthcare diligence has to deal with by means of environmental pressures

such as demographic changes and mature of populations as well as materialization of
new treatments and technologies and amplified persistence on superior eminence of
service in array to stay behind cutthroat. Competitiveness amid the healthcare
organizations moreover depends in the lead patient‘s happiness. Patient‘s contentment
is bent in the course of a mishmash of receptiveness to the patient‘s views and
requirements, and permanent enhancement of the healthcare services, as well as

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incessant development of the on the whole doctor-patient association. Formative the
factors allied with patients’ happiness is imperative issue for the healthcare
contributor to appreciate what is esteemed by patients, how the eminence of care is
apparent by the patients and to be acquainted with where, when and how service
revolutionize and perfection can be finished.4

Antagonism has an imperative place for the enhancement of quality and

patient happiness in healthcare institutions. In the environments someplace there is no
antagonism, that’s to say when demand surpasses the bring in, hospitals propose their
patients unacceptable services since of the suggestion that the patients have no other
alternatives and they would recognize the in attendance services categorically. In the
healthcare industry, hospitals endow with the same types of service but they are
differentiating based on the superiority of service5.

A hospital is a health care institution provided that patient treatment with

expert medical and nursing staff and medical apparatus.6 The best-known type of
hospital is the general hospital, which typically has an emergency department to treat
critical health problems ranging from fire and accident fatalities to a heart attack. A
district hospital characteristically is the most imperative health care capability in its
region, with large numbers of beds for exhaustive care and supplementary beds for
patients who need long-term care. Focused hospitals comprise trauma centers, healing
hospitals, children's hospitals, seniors' hospitals, and hospitals for dealing with
unambiguous medical needs such as psychiatric treatment and convinced disease
categories. Specific hospitals can help to condense health care expenses compare to
general hospitals.7

An education hospital combines support to people with teaching to medical

students and nurses. The medical amenities provided smaller than a hospital is
generally called as ‘clinic’. Hospitals have an assortment of departments, for
instance surgery and urgent care, and specialist units such as cardiology. Some
hospitals have outpatient departments and some have chronic treatment units.
Widespread support units include a pharmacy, pathology, and radiology and the like.8

THE HEALTH AND THE HEALTHCARE:

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 The health and healthcare necessitate being eminent from each other for no
superior reason than that the previous is frequently wrongly seen as a straight purpose
of the concluding. Health is obviously not the meager deficiency of disease. Good
health confers on a person or groups’ liberty from sickness and the aptitude to
comprehend one’s possible. Health is consequently best tacit as the vital basis for
important a person’s sagacity of well-being. The health of populace is a divergent
input issues in public policy conversation in each established culture over and over
again formative the exploitation of enormous society. They comprise its enlightening
indulgent of ill health and well-being, scope of socio-economic disparities, attain of
health services, quality and expenses of care and existing bio-medical sympathetic
concerning health and ill health9.

THE HEALTHCARE QUALITY:

The healthcare quality has numerous interpretations. According to

organization of Medicine, healthcare quality can be accessed from two viewpoints:
patients and technical or professional. The earlier includes appraisal of service
provider’s capability to get together customer demand, customers’ perception and
happiness. Customer perception with admiration to evaluation of healthcare quality
has been supported by a number of researchers.

Service sector is the quickly on the increase area of the world economy and
the health services organizations engage in recreation a significant role in such
augmentation. Exceedingly aggressive market in the private hospital industry has
caused escalating heaviness on them to provide services with higher quality10.

Quality is consider a key feature in delineation and distinction of services and

is a probable source of sustainable spirited benefit so that its accepting, dimension,
and enhancement are significant challenges for all health services organizations.
Hospitals make available alike services with diverse quality. The quality can be used
as a tactical demarcation for establishing a unique benefit, those complicated for
rivals to go after or duplicate. Many of the researchers have emphasized on the
significance of formative role of quality in hospital preference by the patients, as well
as fulfilling and retaining customers and have claimed that the progress of the quality

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of hospital services will augment the number of pleased patients and in that way
customer allegiance.

Quality in health services entails two proportions those are the first is technical
quality and the second is functional quality. The technical quality focuses on the
precision of medical diagnoses and events whereas functional quality refers to the
way in which health care services are delivered to patients. Because most of patients
be short of the requisite acquaintance for evaluating the technical quality of the
services, their assessment of quality is based on the medical care process11.

Provided that a patient with the services according to their requirements and
prospect is decisive for endurance and triumph of the organization in the competitive
situation of the health care market. Precise acknowledgment of the customers'
requirements and outlook is the most significant step in defining and delivering high-
quality services. The patients' prospects are resultant from their perception of the
ultimate care values or their preceding experiences in the make use of services.
Dissimilar study consequences show that meeting the patients' potential is associated
to his/her high contentment from the related services, in the same way as unmet
prospect relate to displeasure. After delivering the services, service providers also
must keep an eye on how well the customers' prospects have been met12.

Civilizing quality of healthcare services and patient happiness spaced out from
escalating convenience and affordability to its populace in the countenance of
imperfect possessions have befall a foremost confront for on the increase countries
and have gained escalating concentration in up to date years. Literature on healthcare
quality stresses the significance of patient’s views as an indispensable instrument for
assessing and improving Service Quality. It suggests that preponderance of healthcare
institutions are departing for a patient-centered approach. As a result, many studies
have used patient satisfaction as an upshot in their studies to gauge the presentation of
healthcare institutions13.

HEALTHCARE SYSTEM IN INDIA:

Health is an important constituent of nation’s improvement and is imperative

to the expansion of economy and domestic strength of the country. Assuring a

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negligible level of healthcare to its populace is a decisive element of the development
progression. Since independence, India has built up an enormous health infrastructure
and health human resources at primary, as secondary and tertiary care in public,
charitable and private sectors. The healthcare system in India include medical care
providers, physicians, specialist clinics, nursing homes, hospitals, medical diagnostic
centers, pathology laboratories and paramedical institutions including Ayurveda,
Yoga and Naturopathy, Unani, Siddha and Homeopathy (AYUSH) institutions, which
have been set-up for produce skilled human resources (Planning Commission Report,
2010)14.

Substantial achievements have been prepared in excess of the preceding five

decades in an exertion to advance health standards, such as life anticipation, child
transience, infant death, maternal transience and patient happiness. But, the country is
still dealing with increasing expenditure of healthcare and rising outlook of the
populace. High healthcare expenses can go in front to way in into poverty. The
significance of public provisioning of quality healthcare to facilitate right to use to
reasonable and dependable health services cannot be underestimate. The confront of
quality health services to the people of India has to be straight away met. Known the
enormity of the predicament, there is require transforming public healthcare into an
answerable, accusable and reasonably priced system of quality services for the period
of the next five year plan.

At present, healthcare is one of India’s major service industries, in conditions

of proceeds and employment. The present contribute to of public spending on health
as percentage of Gross Domestic Product is 1 per cent and will rise to an intention of
2–3 per cent of Gross Domestic Product by 2017. The private expenditure accounts
for approximately 80 per cent of the total healthcare spending and is pretty foremost
in the healthcare segment. Insufficient public venture in health infrastructure has
known a chance to private hospitals to imprison a huge contribute to of the market. A
few of the famous corporate hospital networks in the country are Apollo Hospital,
Fortis Healthcare, Max Healthcare, Wockhard Hospital and Manipal Group. At the
same time, a numeral of new players like Artemis Health Institute, Paras Group and
MediCity amongst others are as well in the progression to set-up their establishments
in the country15.

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 Quality is the keyword for endurance of organizations in the global economy.
Organizations are undergoing a reallocate from a production-led attitude to a
customer-focused move toward. Competitiveness of a firm in the post-liberalized era
is strong-minded by the method it delivers customer service. Service quality is a
notion that has arouses considerable interest and discuss in the research literature for
the reason that of the difficulty in both defining it and measuring it with no on the
whole agreement up-and-coming on either. There is a numeral of dissimilar
"definitions" as to what is intended by service quality. One that is usually used defines
service quality as the coverage to which a service meets customers’ requirements or
prospect. Service quality can therefore be defined as the dissimilarity flanked by
customer prospect of service and perceived service.

HEALTH CARE INDUSTRY IN INDIA:

Healthcare industry has turn out to be one of India’s major sectors - both in
terms of proceeds and employment. Healthcare industry comprises hospitals, medical
devices, clinical trials, outsourcing, telemedicine, medical tourism, health insurance
and medical equipment. The Indian healthcare sector is rising at a rapid pace due to its
intensification exposure, services and escalating spending by public as well private
players.

Healthcare delivery system in India is categorized into two major components

like public and private sectors. Public healthcare system which maintained by the
Government comprises limited secondary and tertiary care institutions in key cities
and focuses on providing basic healthcare facilities in the form of Primary Healthcare
Centers in rural areas. Private sector provides the majority of secondary, tertiary and
quaternary care institutions with a major concentration in metro cities and tier one and
tier two cities.

The competitive advantage in India lies in its huge pool of well-trained

medical professionals, and also India is the cost competitive compared to its peers in
Asia and Western countries. The cost of surgery in India is about ten percent of that in
the United States or Western Europe.

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Market Size

The worth of Indian healthcare market is around 100 billion US dollars and is
expected to grow to 280 billion by 2020, with a Compound Annual Growth Rate of
22.9 per cent. The healthcare delivery which includes the hospitals, nursing homes
and diagnostics centers, and pharmaceuticals, constitute 65 per cent of the on the
whole market. The healthcare Information Technology market which is valued at 1
billion US dollars currently is predictable to grow 1.5 times by 2020.

Deloitte Touche Tohmatsu India has predicted that with augmented digital
adoption which is worth around 100 billion US dollars which will likely grow at a
Compound Annual Growth Rate of 23 per cent to 280 billion US dollars by 2020.
Over 80 per cent of the antiretroviral drugs used globally to combat Acquired Immune
Deficiency Syndrome (AIDS) are supplied by the Indian pharmaceutical firms.

There is a considerable possibility for pretty healthcare services considering

that healthcare expenditure as a percentage of Gross Domestic Product are increasing.
Rural India, which accounts for over 70 per cent of the population, is set to emerge as
a potential demand source.

As per the researches at present India require 6,00,000 to 7,00,000 added beds
in excess of the next five to six years, pinpointing of an investment chance of 25 to 30
billion US dollars. Agreed this demand for capital, the numeral of dealings in the
healthcare legroom is predictable to observer an augment in near future. The common
venture size by private equity funds in healthcare chains has already augmented to 20
to 30 million US dollars from 5 to 15 million US dollars.

A total of 3,598 hospitals and 25,723 dispensaries across the country offer
AYUSH (Ayurveda, Yoga & Naturopathy, Unani, Siddha and Homoeopathy)
treatment, thus ensuring ease of use of substitute medicine and treatment to the
people.

The Indian medical going to places of interest industry is pegged at 3 billion

US dollars per annum, with visitor arrivals predictable at 2,30,000. The Indian
medical going to places of interest industry is anticipated to reach 6 billion US dollars
by 2018, with the numeral of people inward in the country for medical treatment set to

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twice over the next four years. With superior number of hospitals in receipt of
attributed and in receipt of acknowledgment, and superior consciousness on the
require to expand their quality to meet international standards; Kerala aims to become
India's healthcare focal point in five years.

Investments

The hospital and diagnostic centers attracted Foreign Direct Investment (FDI)
worth US$ 3.59 billion between April 2000 and March 2016, according to data
released by the Department of Industrial Policy and Promotion (DIPP).

Some of the major investments in the Indian healthcare industry are as follows:

 Cisco Systems Inc has entered into an agreement with Bengaluru based
healthcare services provider Narayana Health, to deliver affordable
specialty healthcare services to patients remotely in various parts of the
country using its Virtual Expertise Digital Solution.
 TPG Growth, the growth equity investment platform of TPG Global, has
acquired a majority stake in Rhea Healthcare, which runs a chain of mother
and child care centres under the brand Motherhood, for Rs 220 crore (US$
33 million).
 CureFit, a healthcare platform started by has raised US$ 15 million from
Accel Partners, IDG Ventures and Kalaari Capital on the day of its
inception.
 Aster DM Healthcare, one of the leading healthcare group headquartered
in Dubai, plans to invest Rs 600 crore (US$ 88.94 million) in various
Kerala-based healthcare projects over the next three years.
 Aster DM Healthcare, a Dubai-based healthcare conglomerate, has
acquired 25 per cent stake in Ramesh Hospitals, a multispecialty chain
headquartered in Vijayawada, in a deal worth Rs 110 crore (US$ 16.31
million).
 AddressHealth, a primary healthcare network, has raised US$ 1.5 million
in series A round of funding led by Gray Matters Capital, which will be
used to expand its model of school-based neighbor-hood clinics and school
health programs in Bengaluru.

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 Versante Software Technologies, an Indian subsidiary of US-based IT
consulting and software engineering services company Versante
Technologies LLC, is in the process of raising US$ 1 million in its first
round of external funding by March 2016, the proceeds of which would be
used for initial promotion, and pan-India marketing and distribution of
hand-held and portable patient care devices.
 Abraaj Group, a Dubai based Private Equity (PE) investor, is set to buy a
majority stake in an Indian firm Quality CARE India Ltd, which runs
CARE Hospitals.
 Qatar-based Non-resident Indian’s (NRI) including medical professionals
and businessmen, are planning to set up a huge world-class healthcare
project in Kochi worth Rs 1,300 crore (US$ 192.71 million)
 American multinational technology and consulting corporation, IBM has
announced that Manipal Hospitals’ corporate and teaching facilities will
adopt ‘Watson for Oncology’, a cognitive computing platform trained by
Memorial Sloan-Kettering that analyses data to identify evidence-based
treatment options, helping oncologists to provide cancer patients with
individualised healthcare.
 Apollo Hospitals Enterprise (AHEL) plans to add another 2,000 beds
over the next two financial years, at a cost of around Rs 1,500 crore (US$
222.36 million).
 Malaysia-based IHH Healthcare Berhad has agreed to buy 73.4 per cent
stake in Global Hospitals Group, India's fourth-largest healthcare network,
for Rs 1,284 crore US$ 192.84 million.
 Temasek Holdings Pte Limited acquired the entire 17.74 per cent stake of
Punj Lloyd Limited in Global Health Private Limited, which owns and
operates the Medanta Super Specialty Hospital in Gurgaon.
 CDC, a UK based development finance institution, invested US$ 48
million in Narayana Hrudayalaya, a multi-speciality healthcare provider.
With this investment, Narayana Health will expand affordable treatment in
eastern, central and western India.
 Apollo Health and Lifestyle Limited (AHLL), a wholly-owned subsidiary
of Apollo Hospitals Enterprise, acquired Nova Specialty Hospitals at an
estimated cost of Rs 135-145 crore (US$ 20-21 million).
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  IHH Healthcare Berhad acquired a controlling 51 per cent equity stake in
Hyderabad-based Continental Hospitals Limited for about approximately
US$ 45.4 million.
 Sanofi-Synthelabo (India) Limited invested Rs 90 crore (US$ 13.34
million) in Apollo Sugar Clinics Limited (ASCL), a unit of its subsidiary
Apollo Health and Lifestyle Limited.
 Carlyle Group acquired a stake in Metropolis Healthcare Limited, an
operator of pathology laboratories in India, for an undisclosed sum.
 San Francisco-based Fitbit Inc., a fitness-tracking device maker, has
launched its fitness wristbands across 300 towns in India and expects the
country to be among its top five markets in next two years.
 Home healthcare service provider Portea Medical has raised Rs 247 crore
(US$ 36.62 million) in Series-B funding from investors including Accel
Partners, International Finance Corporation, Qualcomm Ventures and
Ventureast.
 Practo Technologies Pvt. Ltd, India’s largest online doctor discovery
company, has acquired hospital information management solution provider
Insta Health Solutions for US$ 12 million which will help Practo get access
to more than 500 hospitals across 15 countries.
 Attune Technologies Private Limited, a Chennai-based healthcare
technology firm, has raised US$ 10 million in a Series B funding from
Qualcomm Ventures and Norwest Venture Partners in order to expand its
digital healthcare solutions from the current 200 hospitals and laboratories
to 25,000 such facilities globally.
 Pluss, a Gurgaon based on-demand medicine and healthcare products
delivery service start-up, has raised US$ 1 million in pre-Series A funding
from IDG Ventures, India; M & S partners, Singapore and Powerhouse
Ventures, US. The company would use the funding to upgrade its
technology and expand presence in five cities.
Government Initiatives

India's universal health plan that aims to offer guaranteed benefits to a sixth of
the world's population will cost an estimated Rs 1.6 trillion (US$ 23.72 billion) over
the next four years.

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 Some of the major initiatives taken by the Government of India to promote Indian
healthcare industry are as follows:

 The government has announced that 3,000 Jan Aushadhi Stores (JAS)
will be opened under Pradhan Mantri Jan Aushadhi Yojana (PMJAY)
across the country by the end of March 2017.
 The Ministry of Science & Technology has launched the innovative and
indigenously developed fecal incontinence management system ‘Qora',
which was developed by M/s. Consure Medical under Department of
Biotechnology (DBT), Ministry of Science & Technology supported Bio
design Programme.
 The Union Cabinet has approved signing of an agreement with the World
Health Organisation (WHO) under which WHO will develop technical
documents on traditional medicines which is expected to lead to better
acceptance of Indian systems of medicines at an international level.
 The NITI Aayog (National Institute for Transforming India) seeks to
bring reforms in India’s public health system like outsourcing primary
healthcare to private doctors and promoting competition between
government and private hospitals at the secondary level.
 Provisions made in the Union Budget 2016-17:
 National Dialysis Services Programme to be initiated to provide dialysis
services in all district hospitals to accommodate the increasing demand for
dialysis session
 A new health protection scheme for health-cover up to Rs 1 lakh (US$
1,504) per family.
 Setting up 3,000 medical stores across the country to provide quality
medicines at affordable prices.
 Senior citizens will get additional healthcare cover of Rs 30,000 (US$
441) under the new scheme
 Pradhan Mantri Jan Aushadhi Yojana to be strengthened, 3000 generic
drug store to be opened
 Government of West Bengal has introduced G1 Digital Dispensary,
which aims to provide people from rural areas access to primary healthcare
services.

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  A unique initiative for healthcare 'Sehat' (Social Endeavour for Health
and Telemedicine) has been launched at a government run Common Service
Centre (CSC) to empower rural citizens by providing access to information,
knowledge, skills and other services in various sectors through the
intervention of digital technologies and fulfilling the vision of a ‘Digital
India’.
 India and Sweden celebrated five years of Memorandum of
Understanding (MoU). The cooperation in healthcare between India and
Sweden will help in filling gaps in research and innovative technology to
aid provisioning of quality healthcare.
 Mr J P Nadda, Union Minister for Health & Family Welfare, Government
of India has launched the National Deworming initiative aimed to protect
more than 24 crore children in the ages of 1-19 years from intestinal worms,
on the eve of the National Deworming Day.
 Under the National Health Assurance Mission, Prime Minister Mr
Narendra Modi's government would provide all citizens with free drugs and
diagnostic treatment, as well as insurance cover to treat serious ailments.
 All the government hospitals in Andhra Pradesh would get a facelift with
a cost of Rs 45 crore (US$ 6.67 million), besides the establishment of 1,000
generic medical shops across the State in the next few months.
 Mission Indradhanush launched by Mr JP Nadda aims to immunise
children against seven vaccine preventable diseases namely diphtheria,
whooping cough, tetanus, polio, tuberculosis, measles and hepatitis B by
2020. Government has set a target of 95 per cent immunisation cover by end
of 2016.
 The E-health initiative, which is a part of Digital India drive launched by
Prime Minister Mr Narendra Modi, aims at providing effective and
economical healthcare services to all citizens. The programme aims to make
use of technology and portals to facilitate people maintain health records
and book online appointments with various departments of different
hospitals using eKYC data of Aadhaar number.
The Indian healthcare industry is on a high growth trajectory and undergoing
transformation across the continuum since the last decade. Technology is redefining
the possibilities in healthcare delivery and expanding global industry leadership of the
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healthcare sector while seeking elusive solutions for addressing India’s needs. With
the recent approval of National Health Policy 2017 by the Government of India,
healthcare expenditure intends to increase to 2.5 per cent of gross domestic product
(GDP) and India embarks on a planned approach to bridge the healthcare divide while
maintaining industry competitiveness.

Medical device industry is rapidly moving into an era of growth driven by unmet
clinical needs and greater focus on domestic manufacturing. Indian medical devices
market is the 4th largest in Asia and in the list of top 20 in the world. 1The medical
device sector represents 9 per cent of the overall Indian healthcare industry. It was
estimated at the value of USD 4billion in 2014 and is growing at a compounded
annual growth rate (CAGR) of 16 per cent over the period of five years.

The Indian healthcare industry is witnessing a sudden paradigm shift in last five
year. Though this change was inevitable and the industry has been working towards it
for a decade now, this has been visible only in last two years. All sectors in India are
undergoing a change from unorganized to an organized structure and so is also seen in
healthcare. The growth and sudden interest in the healthcare business can be
attributed to many factors. Some of them are: strong Indian economy, increasing
options for healthcare financing, growth in medical tourism, increasing opportunities
in healthcare delivery, saturation of other sectors like IT, retail and gradual
corporatization of the healthcare sector.
Notwithstanding the sector’s rapid growth and potential, in many respects, but
still India’s healthcare falls well below international benchmarks for physical
infrastructure and manpower and even falls below the standards existing in
comparable developing countries. Thus, India’s healthcare sector needs to scale up
considerably in terms of the availability and quality of its physical infrastructure as
well as human resources so as to meet the growing demand and to compare favorably
with international standards. Also, despite the giant steps taken by the Indian
healthcare industry, there is a need for improvement in customer service.

In current scenario, there is an immense need to use medical devices effectively

to address the huge gap between demand and supply of healthcare services in India.
The medical devices sector in India is at a nascent stage with most of the indigenous
manufacturing restricted to medical consumables. In true sense, imports still

15
 constitute over 75 per cent of the current medical devices market. India is looking
forward to improving self-sufficiency in medical devices as a part of the “Make in
India” initiative.

The rapidly expanding sector presents immense opportunities to local

manufacturers and startups as well global players. There is a big shift in health burden
from communicable to non-communicable diseases, which in turn is driving key
medical devices segment. There is a huge demand for both cutting edge precision
technologies as well as affordable low technology. The Indian medical device
innovation ecosystem is fast evolving with academic research, venture capital firms,
government funding, and promising startups which are developing products
specifically for the Indian market. Innovation is a transforming force across the
industry top repels growth, improving value, creating sustainable business
opportunities, and expanding “Make in India” drive.

Although there is robust growth across segments, new challenges abound which
need attention from both policymakers and industry to sustain the momentum across
segments. Major hurdles that slow the growth pace of the medical device industry are
that of price control and uncertainty about the effect of new Medical Device Rules,
2017 which will be applicable from 1st Jan 2018.Despite the above challenges,
medical device represents the segment where greater change and growth is expected
in coming future.
Indian Healthcare Industry Analysis:

 Strong growth in healthcare expenditure

 Healthcare industry is growing at a tremendous pace owing to its
strengthening coverage, services and increasing expenditure by public as well private
players.
 During 2008-20, the market is expected to record a CAGR of 16.5 per cent.
 The total industry size is expected to touch US$ 160 billion by 2017 and US$
280 billion by 2020.
 As per the Ministry of Health, development of 50 technologies has been
targeted in the FY16, for the treatment of disease like Cancer and TB.
The Indian healthcare sector is expected to register a compound annual growth rate
(CAGR) of 22.9 per cent during 2015-20 to US$ 280 billion. Rising income level,

16
greater health awareness, increased precedence of lifestyle diseases and improved
access to insurance would be the key contributors to growth.
The private sector has emerged as a vibrant force in India's healthcare
industry, lending it both national and international repute. It accounts for almost 74
per cent of the country’s total healthcare expenditure. Telemedicine is a fast-emerging
trend in India; major hospitals (Apollo, AIIMS, Narayana Hrudayalaya) have adopted
telemedicine services and entered into a number of public-private partnerships
(PPP).The telemedicine market in India is valued at US$ 7.5 million currently and is
expected to grow at a CAGR of 20 per cent to reach US$ 18.7 million by 2017.
Further, presence of world-class hospitals and skilled medical professionals has
strengthened India’s position as a preferred destination for medical tourism.
During January-November 2016, a total of 82 health technology companies
have raised about US$ 80 million. The Government of India aims to develop India as
a global healthcare hub. It has created the National Health Mission (NHM) for
providing effective healthcare to both the urban and rural population. The
Government is also providing policy support in the form of reduced excise and
customs duty, and exemption in service tax, to support growth in healthcare.
Investment in healthcare infrastructure is set to rise, benefiting both 'hard' (hospitals)
and 'soft' (R&D, education) infrastructure.

Future Prospects:

Since independence, we have come a long way in terms of various

advancements in healthcare. Recently, medical researchers during conferences and
summits in luxury hotels of metropolitans have some fancy terms to talk about such as
IOT in healthcare, e-health, m-health, virtual clinic, remote surgeries, robotic
operations, EMRs, EHRs, Aadhar integration, big data analytics on the EMRs,
advance prediction of an outbreak, promoting generic drugs, auto sutures and what
not. This clearly shows India 2020 — the vision of our leaders — would soon be a
reality, resulting into easy access to quality doctors and the basic healthcare
infrastructure.

India is a land full of opportunities for players in the medical devices industry.
The country has also become one of the leading destinations for high-end diagnostic
services with tremendous capital investment for advanced diagnostic facilities, thus

17
catering to a greater proportion of population. Besides, Indian medical service
consumers have become more conscious towards their healthcare upkeep.

Technology will be a game changer in the manner in which healthcare services

will be delivered in India. The private sector will be the major driving force behind
technology adoption in the Indian healthcare segment. To optimize costs and
effectively manage operations, IT solutions will become an integral part of process
management, patient care and the management information system (MIS) in hospitals.
With the health insurance sector poised for major growth in the coming decade,
increasing demand from this sector for more efficient systems for storage and retrieval
of information will put pressure on hospitals and other healthcare providers to imbibe
technology to modernize existing infrastructure.

The convergence of healthcare with upcoming technologies such as cloud

computing and wireless technologies will play a key role in improving accessibility
and meeting the challenge of manpower shortage. The coming years are expected to
witness greater deployment of tools such as telemedicine, tele-radiology, hospital
information systems (HIS)/hospital management information systems (HMIS), online
or electronic medical records (EMR), etc.

The healthcare sector is poised to embrace cloud computing in a big way in

the coming decade. Cost-effective cloud-based solutions are expected to drive
increased adoption of HMIS and EMRs. The various benefits that can be derived,
such as easy accessibility irrespective of geographical location, fewer errors, fast
response in times of emergencies, patient convenience, among others, will drive
increased adoption.

To drive improved efficiencies, more hospitals are likely to seek automation

for their workforce management, administration, finance, billing, patient records and
pharmacies. Along with the growing popularity of digitization in hospitals, market
penetration of picture archiving and communication systems (PACS) is likely to
increase further in the coming years.

India's competitive advantage also lies in the increased success rate of Indian
companies in getting Abbreviated New Drug Application (ANDA) approvals. India
also offers vast opportunities in R&D as well as medical tourism. To sum up, there

18
are vast opportunities for investment in healthcare infrastructure in both urban and
rural India.

CORPORATE HOSPITALS:

Earlier the hospitals were funded by central or state governments or by

charitable trusts or individuals. Slowly, the joint stock companies entered into the
health services and started establishing and managing the hospitals on business lines.
They started collecting the share capital and deposits; they raise the funds from
financial institutions and create surpluses, offer dividends to share holders. Many of
the corporate hospitals offer super-specialties’ and attract the rich clients, charge what
traffic-can bear and hope to generate a surplus as in any economic activity. However,
they offer subsidized services to the poorer segment, through in a limited way in order
to retain the services perspective. Many of these new ventures are financed and
staffed by Non Resident Indian medicos also, who are returning after successful
practice in abroad.

The corporate hospitals are boon to the people especially to the middle class.
Hither-to the services of ‘Five Star’ hospitals are enjoyed by the rich people only.
Nowadays middle class as well as common people are availing these services as the
people have become more health conscious and prepared to spend larger proportion of
income for medical expenditure. The services of the corporate hospitals are in demand
for the following reasons.

a) Availability of sophisticated equipment

b) Qualitative reports
c) Surety of quality
d) Saving time
e) Availability of all kinds of medical services under one roof
f) Incentive schemes

Objectives of the corporate hospitals:

By observing the pronouncement of promoters of various corporate hospitals it

can be concluded that the major objectives of a corporate hospital are as follows

19
 1. To provide all possible medical services/care less than one roof.
2. To provide quality Medicare at a reasonable cost, and
3. To earn a reasonable return for the investor.

Features of corporate hospitals:

The modern corporate hospitals are a distinct and unique category of hospitals
with a diversified product mix to satisfy individual and personalized Medicare needs.
The following are some of the chief characteristics of the corporate hospitals.

A. Size: Generally, they are big in size. They may have more than 200 beds on
an average.
B. Technology: To procure most of the Medical equipment from within India
and a few from abroad. The main items include operating surgery unit, auto
analyzer, angioscope, gamma camera, CT scan, magnetic reasoning imaging
(MRI) system and the like. To make the best use of such equipment, stand by
generators, air conditioning units, water treatment plant, transformer and the
like are also provided for.
C. Investment: These hospitals offering hi-tech Medicare, so they require heavy
initial investment, up to around Rs. 10 lakhs per bed and are financed like any
other industry in the corporate world. A small proportion of the investment is
the promoters’ shares, the rest come in from commercial banks, financial
institutions, foreign currency loans, public deposits and out of proceeds of
public issues.
D. Staffing: In general, these hospitals are staffed with well qualified doctors,
well trained nurses, lab technicians, bio-tech engineers, cost accountants,
auditors, business managers, marketing executives and professionals and the
like.

Introduction of Corporate hospitals in India:

Until the early 1980s, Government-run hospitals and those operated by

charitable organizations were the main providers of subsidized healthcare. However,
the last two decades have seen the mushrooming of corporate and privately run
hospitals. The corporate hospital sector is most evolved in the south while
charitable/trust hospitals proliferate in the west. However, the north and east are also

20
showing a growing trend in private hospital expansion. Previously hospitals were set
up as charitable institutions to take care of the sick and the poor. Today it’s a place of
diagnosis and treatment of human ills, for the training research, promoting health care
activities and to some extent a centre helping biosocial research. World Health
Organization (WHO) states that hospitals are Socio-medical organization whose
functions are:

 Curative
 Preventive
 Patient services
 Training for health workers in bio-social research.

India’s healthcare sector has made impressive strides in recent years. With
time the classes and quality of hospitals have changed a lot today. Most hospitals
today are trying to provide all ultra facilities and are in the process of making state of
the art hospitals. Hospitals provide the infrastructure facility to healthcare. Earlier
hospitals were thinking in line of prolonging the duration of patients stay. Nowadays
they are going for a higher patient turnover ratio. A hospital offers considerable
advantages to both patient and society. A number of health problems require intensive
medical treatment and personal care, which normally can’t be available in a patient’s
home or in the clinic of the doctor. This is possible only in a hospital where a large
number of professionally and technically skilled people apply their knowledge and
skill with the help of world-class expertise, advanced sophisticated equipment and
appliances16.

Factors Attracting Corporate Hospitals:

1. Recognition as an industry:

The healthcare sector was recognized as an industry in mid 80’s. Hence, it

became possible to get long term funding from the Financial Institutions. The
government also reduced the import duty on medical equipment’s and technology,
thus opening up the sector. Since the National Health Policy (the policy’s main
objective was ‘Health for All’ by the Year 2000) was approved in 1983, little has been
done to update or amend the policy even as the country changes and the new health

21
problems arise from ecological degradation. The focus has been on epidemiological
profile of the medical care and not on comprehensive healthcare.

2. Socio-Economic Changes:

The rise of literacy rate, higher levels of income and increasing awareness through
deep penetration of media channels, contributed to greater attention being paid to
health. With the rise in the system of nuclear families, it became necessary for regular
health check-ups and increase in health expenses for the bread-earner of the family.

3. Brand Development:

Many family run business houses have set-up charity hospitals. By lending their
name to the hospital, they develop a good image in the markets which further
improves the brand image of products from their other businesses.

4. Extension to Related Business:

Some pharmaceutical companies like Wockhardt and Max India, have ventured
into this sector as it is a direct extension to their line of business.

5. Opening of The Insurance Sector:

In India, approx. 60 percent of the total health expenditure comes from self paid
category as against government’s contribution of 25-30 percent. A majority of private
hospitals are expensive for a normal middle class family. The opening up of the
insurance sector to private players is expected to give a shot in the arms of the
healthcare industry. Health Insurance will make healthcare affordable to a large
number of people. Currently, in India only 2 million people (0.2 percent of total
population of 1 billion), are covered under Mediclaim, whereas in 19 developed
nations like United States of America about to 75 percent of the total population are
covered under some insurance scheme. General Insurance Company has never
aggressively marketed health insurance. Moreover, General Insurance Corporation
takes up to 6 months to process a claim and reimburses customers after they have paid
for treatment out of their own pockets17.

SERVICE QUALITY:

22
 In general, SERVQUAL is considered to be a strong scale for measuring
service quality across the service sectors. Reliability, responsiveness, assurance,
empathy, tangibles and credibility are those important attributes which are utilized in
many sectors dealing with public goods and services. Given that the delivery of
healthcare is a public service, there is much potential to improve the level of patients’
satisfaction with the service by tracking these dimensions.

 Reliability – Reliability of the service means that the patients are seen when
they require a service and that they receive the treatment they perceive to be
correct for their disease.
 Responsiveness – A responsive service is one where all patients regardless of
their origin, status and background receive prompt attention by the hospital
staff. Responsiveness also means that the service is delivered in a courteous
manner and that the patient is consulted with regard to treatment options.
 Assurance – The factor of assurance is reflected from the reliance of the
patients on doctor and hospital staff, and the confidence on their qualification
and competence.
 Empathy – Empathy can be identified as the individual attention given to the
patients, calling them by their preferred name and demonstrating a caring
attitude towards them.
 Tangibles – Tangibles account for the cleanliness in the health facility, use of
clean instruments and standard procedures in the facility and lastly the
prescription for any medication, which should be easy to understand for the
patients18.

OBJECTIVES OF THE STUDY:

Based on the research question “are the corporate hospitals in Hyderabad city
of Telangana state providing quality service to the patients those who approached
them with the help of perceptions of respondent patients”, the following objectives
were decided by the researcher, and those are as follows;

1. To measure the quality of services provided by the select sample corporate

hospitals in Hyderabad city of Telangana state.
2. To access the performance of staff members and management of corporate
hospitals as per the service quality dimensions called SERVQUAL Model.
23
 3. To estimate the perceptions of respondent patients of select sample corporate
hospitals in Hyderabad city of Telangana state using SERVQUAL Model.
4. To evaluate the socio-economic issues of respondent customers/patients of
corporate hospitals.

RESEARCH METHODOLOGY:

This part of the study deals with the selection of sample including the
selection of respondents, the selection of sampling technique to be used and the layout
of questionnaire.

Need for the Study:

Various studies are made to attempt on several issues particularly on quality of

health care in hospitals. The present study is to be focused on service quality in health
care services provided by the corporate hospitals, the impact of service quality factors
on the overall performance of the corporate hospitals, the perceptions of the
patients/customers on the service quality provided by corporate hospitals.

SAMPLE SELECTION:

Selection of Hospitals:

When it comes to select the hospitals to study in the geographical area of

Hyderabad city, in the Telangana state, in the country of India, the list of 83 hospitals
is not only vast but also demanded a careful choice. There are various categories of
hospitals as below.

1. Government hospitals
2. Private hospitals
3. Corporate hospitals (usually differentiated at a higher end with respect to
factors like span of specialties offered as compared to private hospitals)
4. Public – Private Partnership hospitals
5. Trust managed hospitals

Out of the corporate hospitals located in Hyderabad city five hospitals were
selected to conduct the present research. It is evident that only these five hospitals

24
were qualified and hence selected for the study. And thus it is felt that a better
representative sample is achieved. Another strong reason to select these five hospitals
is because these five are playing very crucial role by serving the healthcare needs of
about 60 percent of people in Hyderabad and in the state specifically in the important
areas like heart care, cancer etc,.

Selection of Respondents:

Within each of these five hospitals, the respondents were selected from the
categories of administrators, doctors, nurses, paramedical staff, supporting staff, out-
patients and in-patients. While selecting the respondents from staff category, equal
importance is given to the factors like type of department, designation, experience,
gender, qualification etc., from each of the hospital 20 staff members were randomly
selected and questionnaires duly served and data collected.

Sample Selection of Patients:

To conduct the present research 100 patients from each of select sample
corporate hospitals were selected and interview scheduled were administered and
collected the data.

DEVELOPMENT OF THE QUESTIONNAIRE:

The best-known method of measuring service quality is the Gap

Model/SERVQUAL approach suggested by Parasuraman, Zeithaml and Berry. It is
based on the “expectancy disconfirmation” paradigm and measures service quality
perceptions (as opposed to so-called “objective” quality) by comparing customer
expectations with the service performance. It measures patient satisfaction with
human aspects of service (responsiveness, reliability, empathy and assurance); only
one factor of the instrument is devoted to the non-human aspect of care rendered
(tangibles).

A thorough literature review on SERQUAL and particularly its application in

medical situations was undertaken. Having done this the consideration of which
dimensions identified by Parasuraman as being appropriate to these hospitals, whose
services had many similar qualities to the original service categories was considered.

25
Then the researcher adapted the SERVQUAL statements to reflect the service quality
aspects of these hospitals in different dimensions. When developing the statement and
dimension definitions, the viewpoint from these hospitals patients was taken to help
stop the development of a biased survey reflecting the service provider’s view.

This issue was highlighted when the survey was handed over to ten patients.
Few patients identified couple of statements which were unstructured and confusing
and changes were made to these statements as a result. Some other patients challenged
some of the statements that they considered not important and difficult to answer
because of constraints. It was decided to leave these statements in as they were not
highlighted by patients.

At the end of thesis, the final version of questionnaire, which contained the 24
statements those, reflected the five different SERQUAL dimensions presented.
Patients were asked to rate their general expectation from a hospital service on a 7-
point Likert scale ranging from Strongly Agree (SA) to Strongly Disagree (SD). At
the end of the questionnaire patients were asked to supply some additional
demographic information, like gender, age, income per annum, residing area,
education levels, number of hospital visits, and category of treatment etc.,

QUESTIONNAIRE LAYOUT:

In the present survey, the Service Quality of each hospital is evaluated in

terms of patients’ perceptions, administrators’, doctors’, nurses’, para-medical staffs’,
and supporting staffs’ (on a rating scale of 1 for strongly disagree, to 7 for strongly
agree) for 5 different dimensions as shown in appendix. The respondents (patients,
administrators, doctors, nurses, para-medical staff, and supporting staff) were
classified and confined to the individual hospital.

SAMPLING TECHNIQUE:

The sampling procedure used was random stratified sampling. Each member
of the population who used the hospital had an equal chance of being selected.

Variables/Parameters/Characteristics identified:

26
 Questionnaires were distributed on a random basis to patients who received
the services of these hospitals under study as an in-patient and out-patients.
Respondents were asked to complete the questionnaire while waiting to use the
hospital service or during the treatment period. The reason to conduct the present
study to both the in-patients and out-patients, it is felt that there can be a longer
relationship exists between them and hospitals giving rise to formation of stronger
feelings on the services received. It is to be agreed that in majority of the cases, the
intensity of out-patients feelings will certainly lower in case of in-patients.

Expecting few practical problems, the researcher has conducted 100 interview
schedules in each of the select sample corporate hospital. An in depth study is
undertaken using the interview schedules. A similar approach was adapted towards
the staff and 100 questionnaires belonging to 5 categories viz., administrators,
hospitals, doctors, nurses, Para-medical staff and supporting staff were recorded,
keeping the factors like completion of all questions, no cross filling etc in view.
Expecting few practical problems, we have distributed around 15 questionnaires in
each of the selected hospital. We have received 21, 22, 20, 23, and 22 filled in
questionnaires respectively from each of the 5 hospitals.

For the sake of consistency and to have standardization, it is decided to have

only 10 completely filled in and qualified questionnaires from each of these 5
hospitals confining to 4 in each category. The excess questionnaires were eliminated
using one of the simple statistical principles. Further, in depth oral interviews were
also carried out for few of the critical stake holders in all the categories of
administration, doctors, nurses, paramedical, supporting and patients.

COLLECTION OF DATA:

Corporate hospitals in the Hyderabad city in the Telangana state constitute the
population under study. As stated earlier, the sample is comprised of simple stratified
random selection of hospitals belonging to the broad categories as explained earlier
from the Government, Private, Public – Private Partnership (semi-government),
Corporate, and Trust based were selected. The survey questionnaires were distributed
to all of the five hospitals as mentioned above.

27
 Measurements of the five dimensions and seven parameters / characteristics
make up data set for patients’, administrators’, doctors’, nurses’, para-medical staffs’,
and supporting staffs’ responses, within all these 5 hospitals. The 5 hospitals are the
units of analysis for this study. The data has been collected through completion of
questionnaires distributed to administrators, doctors, nurses, para-medical staff and
supporting staff and in-patients in these 5 hospitals.

Using SPSS software Cronbach alpha was calculated to find the reliability
statistics. The value of alpha obtained is 0.936 which indicates that scaling is reliable.
Table 1.1 - Reliability Statistics
Cronbach's Alpha No. of Items

.936 500
Source: Primary Data

 The measurement scales used to be validated for their reliability and validity.
It needs to be ensured that the measurement is consistent and precise. Reliability
refers to the consistency in measurement that produces the consistency results every
time they are tested. Reliability implies consistency but not accuracy.
HYPOTHESIS:

Based on the objectives discussed above the researcher selected the following
null hypothesis to interpret the data collected by the research. The hypotheses are as
follows;

H01: There is no significant difference between services provided by the select

samples corporate hospitals in Hyderabad city of Telangana state to the
respondent patients who approached them.

H02: The staff members and the management of corporate hospitals do not show
significant difference towards the services provided by them as per the service
quality dimensions called SERVQUAL Model.

H03: There is no significant difference between the perceptions of respondent

customers towards the services provided the select sample corporate hospitals
in Hyderabad city of Telangana state.

28
H04: The respondent patients/customers do not show significant difference in their
perceptions towards their socio-economic issues and services provided by the
select sample corporate hospitals.

Tools for Analysis:

To analyze the primary data collected by the researcher from the

respondent customers of select sample corporate hospitals by various schedules,
different statistical tools like Gap Score tests, Weighted Averages, Standard
Deviations, Chi-square tests and Paired sample t-tests have been used to test and
analyze the data collected.

LIMITATIONS:

Although the survey questionnaires offered an opportunity to collect large

quantities of valuable data, the information gathered is limited to the type of questions
asked or statements expressed. The nature of evidence which may be collected by
means of a questionnaire is often regarded as relatively superficial, especially in
comparison with evidence from which it is possible to collect other techniques such as
case studies or personal interviews. This was also evident in this study as shown by
the desire expressed by some respondents to discuss other issues that the
questionnaire did not offer an opportunity to be expressed.

Questionnaires are particularly of less value when asking questions about

“how” or “why”. Although qualitative evidence is particularly valuable when asking
the how and why questions, it is intrinsically more prone to bias, and may be very
subjective than quantitative evidence. In support of the preceding limitation, most of
the companies recognize the need to quantitatively measure levels of satisfaction and
perceptions of service quality among their patients. However, these are subjective
attitudinal evaluations, that is, asking if the patients personally felt the service they
received was satisfactory. For the use of objective measurements as well as the
traditional attitudinal evaluations, because use of attitudinal evaluations alone, do not
tell the hospital authorities what the problems with the service are, rather they simply
tell what the ratings of the service are. By asking other objective questions, one can
give far clearer indications of where problems might lie.

29
 As shared earlier, the study is confined to the geographical area of Hyderabad
city in Telangana state may not be necessarily applicable to the entire hospitals
community. The respondents particularly the in-patients and out-patients are selected
through random stratified sampling technique to administer the interview schedules
and hence may not necessarily replicate the entire patient community and thus need
not be generalized while attributing the results.

The time frame selected to conduct the survey is limited and chosen based on
convenience and not necessarily to produce the similar results and interpretations if
the same survey is administered again. To list out explicitly, the below are the
limitations for this study.

1. It is decided to limit the data gathered to the discussions required and other
demographic related information only. Though the sample is representative in many
respects, the feelings of the people particularly the rural, cannot be measured exactly
and completely. The rural areas in India are widely spread. The people living in rural
areas can visit hospitals in any places nearer to them like mandal head quarters,
district head quarters. It shows the seriousness of the rural patients when they
approach the hospitals in city. Thus the responses recorded now can be of sufficient
importance necessary to the study.

2. Language interpretation found to be one of the limitations by some of the

patients in both rural and urban areas. Researcher explained the meaning of the
question wherever and whenever necessary to the patient in the local language with a
greater diligence as not to provide any room for tampering of the meaning. Some
other patients were unable to express their feelings exactly. However, this was
covered using researcher’s personal observations and oral interviews. The interview
schedules were made to fill by the attendants of the patients in such instances.

3. Due to the nature of study and requirement of variety of patients needed,

this study involves very huge cost and time. As an individual, the researcher tried the
level best from morning to evening by speaking, communicating, and waiting for the
patients to record their feedback.

In the process of collecting data, few setbacks were faced from management.
There were few inherent problems faced by the researcher. A sought of fear of

30
investigation is perceived by management which lead to the probability of not
providing accurate data. However, the researcher cleared the clouds and could
convince them by educating the objectives of this study. Still a lot of work is to be
done in this area. In future, this is going to be very challenging problem which will
demand special and deep focus. Here the researcher would like to stress once again
based on the practical and observable facts in India that health care and education are
the two emerging areas which will gain the importance very significantly. This
necessitates very interested scope for scholarly study in these two areas.

CONCEPTS USED IN THE STUDY:

There are few concepts like Quality, and Total Quality Management, which
are used in the study need specific discussion. Though the words Quality and Total
Quality Management are already described in the context of the study throughout this
work, an explicit description of the same is presented for a better perspicuity.

Hospital:

The World Health Organization defines modern hospitals as “The modern

hospital is an integral part of social and medical organization, the function of which is
to provide for the population complete health care both curative and preventive and
whose out-patient services reach out to the family in its home environment. The
hospital is also a center for training of health workers and for bio-social research.”

Health Care:

The World Health Organization defines Health Care as “The prevention,

treatment, and management of illness and the preservation of mental and physical
well-being through the services offered by the medical and allied health professions.”

Total Quality Management:

As defined by ISO: "Total Quality Management (TQM) is a management

approach of an organization, centered on quality, based on the participation of all its
members and aiming at long-term success through customer satisfaction, and benefits
to all members of the organization and to society."

31
Quality:

Quality means something is “good.” The use of the term promotionally is

extremely imprecise. For definition quality can be something which is fitting into
three dimensions as stated below:

“The first dimension distinguishes between definitions that regard quality as

something present implicitly in an object as opposed to some explicit aspect or
function thereof. A second dimension contrasts more preset definitions of quality with
those more humanistic in nature. A third dimension distinguishes conceptual
definitions of quality from those relatively more operational in nature. Having defined
Quality using these three dimensions, it seems they tried to make the element of
quality much more precise by definition.
Service Quality:
“Service quality as perceived by the customer is the degree and direction of
discrepancy between customer service perceptions and expectations”.

This definition provided for the first time recognition that perception by the
customer was as much a factor in service quality as the actual service delivered.
Service Quality Gap:
Parasuraman et al identified the parameters of Service Quality as below.
 Tangibles or the appearance of physical facilities, equipment, personnel and
communication material.
 Reliability or the ability to perform the desired service dependably and
accurately
 Responsiveness or the willingness to help customers and prompt service
 Assurance as measured by the competence of the firm in delivering the
promised service, courtesy extended to the customer, the firm’s creditability
and the extent to which customer feels secure.
 Empathy or the caring, individualized attention that the firm provides to
customer
Customer perceived reliability, assurance tangibility responsiveness and
empathy in order to determine the service quality of the firm. When positive
perceptions are not confirmed by the actual performance of the firm, a gap occurs, and
this has been called the Service Quality Gap.

32
SERVQUAL:
SERVQUAL as developed by Parasuraman, et al is the optimum measuring
device that can be modified to accomplish predicting customer perceptions against
expectations and the casting of those perceptions and expectations against the service
provider perceptions of what it will require to satisfy the customers’ service needs.
SERVQUAL model is predominantly used to evaluate service quality.
CHAPTER DESIGN:
The present study has the following chapters.
Chapter – I: Introduction
Chapter – II: Review of Literature
Chapter – III: Profile of the Select Sample Corporate Hospitals
Chapter – IV: Functional Performances and Work conditions of Staff of
Corporate Hospitals
Chapter – V: Perceptions of respondent patients towards the services
provided by corporate hospitals
Chapter – VI: Summary of Findings and suggestions

REVIEW OF LITERATURE
The researcher aims to give review of previous studies on the related topics on
Service Quality Dimensions in Health Care Sector, for this purpose the researcher
used different articles, related reports, books, un published thesis and internet sources.
Hence, this chapter contains the review of related literatures which formed the
background of this research study. Literature survey points out that in a competitive
environment customer satisfaction and perceived service quality needs are to be
considered together for the stability of a health care organization. It is found that,
various Researchers have suggested different models and methods of measuring
patients’ satisfaction considering service quality as one of the previous circumstances.
The literature review customary that SERVQUAL is a popular model for measuring
service quality, where as some of the researchers pointed out its draw backs. Although
many limitations of SERVQUAL approach have been identified by different
researchers, the same instrument is still considered as the most appropriate and is
applied in different health care organization for measuring service quality and
patients’ satisfaction. The subsequent studies which were reviewed are;

33
 Augustine and Atarah1 (2014) in their study which was conducted at Sunyani
Regional Hospital in Ghana to assess patients’ satisfaction using SERVQUAL model
revealed that, Simple random technique was adopted and a total of three hundred and
forty-five patients were interviewed for the research. The study clearly states that one
of the service quality dimensions “Reliability” has played a vital role considering the
different aspects of service quality. Thus, it was suggested that management should
consider various ways to render prompt and timely services to the patients who
approached them for the health services.

Irene Aikins, Kumasi Mariam and Ahmed Bechem 2 (2014) in their

research, which was conducted to investigate the reason for client choice for a
healthcare in Bechem Government Hospital and Green Hill Hospitals in Ghana. They
were found out that, the private hospital was rated better in terms of the reliability,
responsiveness, empathy and tangibility when it compared to Bechem Government
Hospital. It means the management of Bechem Government Hospital need to improve
more on the factors which were used to compare and based on the factors that affect
quality healthcare delivery the private hospital was ranked higher than the public
hospital (Bechem Government Hospital).

Phung Tan Le3 (2014) in his study, which he performed a survey on patient
satisfaction and staff satisfaction at the provincial hospital. In his study he used a
systematic random sample of 1,000 patients and the total staffs at the provincial
hospital were chosen for the main surveys. An additional survey on the hospital
indicators was conducted among 291 hospital managers from nine public hospitals in
the province. Reliability, assurance, responsiveness and empathy dimensions of
service quality emerged as an important dimensions.

Hina Mukhtar, Dr. Aamir Saeed and Ghalib Ata 4 (2013) were conducted a
study in Punjab Hospital, Lahore with a sample size of 105 patients. The results
showed that, the overall performance of the hospital was average and there was a little
gap in patients’ expectations with the hospital services and their perceptions.
However, negative gaps were found in areas of responsiveness.

Sharmila and Dr. Jayasree Krishnan5 (2013) in their study they have
indicated that the service quality in private hospitals is meeting patients’ satisfactions
and private hospitals are delivering better healthcare services. The result can be used

34
by the hospitals to reengineer and redesign creatively their quality management
processes and the future direction of their more effective healthcare quality strategies.

Vashist and Jain6 (2013) concludes Private sector delivers awareness about
quality of medical care, greater penetration of insurance, increased purchasing power,
changing demographic structure, etc. Private sector also changes day to day. As
healthcare was viewed as a profitable venture, corporate culture takes part in
healthcare delivery. Inherent factors like improved efficiency, better quality, greater
reliability and transparency has also aided in the growth of private sector in
healthcare.

Nassir UlHaq Wani, Kanchan Taneja, Nidhi Adlakha7 (2013) in their study
they have shown that India lags behind in regard of health improvement as compared
to U.S.A, Canada, China, and Brazil, but contrary to other developing countries like
Pakistan, Bangladesh the scenario is better with life expectancy, Mortality ratios,
health care spending speak volumes about the healthcare status. When analyzed
through the prism eye, within India there are large disparities amongst states in
achieving health outcomes as well. Before liberalization the improvement was at a
snail’s pace, but after liberalization the whole picture changed because the key
initiatives to improve the current healthcare standard a two prong strategy focusing on
the infrastructure needs and the technology solution were implemented, which
resulted in the healthy scenario of the healthcare industry.

Raja Irfan Sabir, Nabila Noor, Wasim Ahmad, Farhan Qaisar, Hussnain
Kamil and Naima Khurshid8 (2013) were conducted a study with 300 patients, in
five cities of Pakistan i.e. Lahore, Rawalpindi, Kohat, Okara and Sahiwal. The study
revealed that the management of government and private hospitals should take steps
to improve their tangibility dimensions and communication system.

Ranajit Chakraborty and Anirban Majumdar9 (2103) were conducted a

survey with hundred physician and surgeons in selected hospitals across Kolkata. The
purpose of the study was to measure the association between the NABH standards and
SERVQUAL parameters and to find out the relevance of SERVQUAL parameters in
Indian context. And it was established that application of SERVQUAL parameters for
measuring patient satisfaction is quite relevant in Indian context.

35
 Amal Yassin AL-Majali and Dr. Adel AL-Hashem,10 (2012) in her study
she has stated that level of expectation about service quality is much higher to the
actual or perceived quality levels among patients, assessing the Jordanian University
Hospital, and Al-Bashir hospital in the city of Amman. It was stated that the
management of these hospitals meet the promises towards patients as far as possible
and consciously designed effective solutions to solve all patients’ problems, thereby
ensuring quality delivery of service.

Kavitha.R11 (2012) has measured the gap between the management’s

perceptions of patient expectations and the patients expectations of service quality.
The perceptions of the Doctors representing the management about the patient’s
expectations of service are very high when compared to the patient’s expectations in
both hospitals. Aggregate mean values of the two hospitals are calculated and it is
found that for all the dimensions, there is significant difference between the mean
scores of management’s perceptions of patient expectations and patients’
expectations.

Murthy12 (2012) in his study he showed that macro and micro factors affect
the health care situation and identifies Empathy as a key factor on which private
hospitals score over public hospitals. The nurse acts as an interface between customer
and hospital and thus is very important from the point of view of customer
satisfaction. The registration desk was to improve to ease of registration. The private
sector scores over the public sector in having access to the most modern equipment
and technology.

Grondahl13 (2012) in his study he concluded that patients’ perceptions of

quality of care and patient satisfaction ranged from lower to higher depending on
whether all patients or groups of patients were studied. 3 clusters of patients were
identified regarding their scores on patient satisfaction and patients’ perceptions of
quality of care. One group consisted of patients who were most satisfied and had the
best perceptions of quality of care, a second group of patients who were less satisfied
and had better perceptions, and a third group of patients who were less satisfied and
had the worst perceptions. The qualitative study revealed 4 categories of importance
for patients’ satisfaction: desire to regain health, need to be met in a professional way

36
as a unique person, perspective on life, and need to have balance between privacy and
companionship.

Asghar Mohammad, Abbasi and Arashand Mahmoud 14 (2012) were

conducted a research among 983 patients randomly selected from 8 private general
hospitals in Iran. In the study the patients of private hospitals in Iran defined the
quality of services in three dimensions: tangibility, reliability and empathy. The study
highlighted the lowest score for expectation and perception for the empathy
dimension. The researchers had given a strong recommendation that the relationship
between the patients, hospital personnel and practitioners need to be strengthened so
as to make the service responsive, credible and empathetic while dealing with the
patients.

Irfan, S. M., Aamir Ijaz and M.M. Farooq 15 (2012) were conducted a study
with 369 respondents from the public hospitals located in Lahore, Pakistan. The
service quality construct studied did not have a significant impact on patients’
satisfaction except for the dimension of assurance.

Maria Zhigunova16 (2012) in her study she has compared the convenience of
care process and the expected quality of doctors in 3 hospitals at Bangkok and found
that there is positive relationship between expected service quality and reliability and
empathy dimensions.

Kavitha. R17 (2012) has conducted a study in two hospitals such as Mohan
Kumaramangalam Hospital (public) and Sri Gokulam Hospital (private), Tamil Nadu
with a sample of 400 in-patients (each having 200 samples). The level of satisfaction
24 associated with two hospitals reveals that the satisfaction varies from the private
hospital to the public sector hospital. The study also indicated that in case of private
hospital all dimensions such as Reliability, Responsiveness, Assurance, and Empathy
except Tangibles dimension was satisfactory. Therefore, it can be concluded that the
patients in the private hospital are fully satisfied with the service quality.

Abhijit Chakravarty18 (2011) has conducted a study with 50 patients of

AFMC, Pune. Service quality gaps were identified to exist across all the five
dimensions of the survey instrument, with significant gaps across the dimensions of
‘tangibles’ and ‘responsiveness’.

37
 Desai.V.V19 (2011) has conducted a study at five general hospitals located in
Kolhapur city at five different areas with a small size of 50 patients. The findings of
the study indicated that patients were dissatisfied with tangible dimensions include
seating arrangements for outpatient relatives and patients, conditions of bed for
admitted patient, electricity and drinking water facility. The responsiveness dimension
marked a low level of satisfaction by the patients, which includes courtesy, how much
busy they are, personal attention, promptness in service.

20
Chauduri. A, and Lillrank. P, (2011) in his study he clearly reveal that
service quality was the one of the important drivers in selection of a hospital. The
researcher would like to state that each demographic was associated with the choice
of hospitals. The results of analysis show that the attitudes of the patients within each
dimension having a uniform or equal attitude for any item between hospitals.

Sodani P.R and Kalpana Sharma21 (2011) in their study they have shown
that the ‘Healthcare delivery’ and ‘financial and physical access to care’ significantly
impacted the perception among men while among women it was ‘healthcare delivery’
and ‘health personnel conduct and drug availability’. With improved income and
education, the expectations of the respondents also increased. The overall quality of
healthcare services is perceived to be higher in Primary Healthcare Centers than in
Community Healthcare Centers (CHCs). Inadequate availability of doctors and
medical equipment, poor clinical examination and poor quality of drugs were the
important drawbacks reported at CHCs.

Natarajan22 (2011) reveals that Gujarat has a socio-economic environment

which is conducive to achieve these goals. Significant gains have been made in
improving the health care indicators in the State by increasing financial support, a
planned approach to improve the health care system and involvement of all
stakeholders to attain the desired goals.

Irfan, S. M., and A Ijaz 23 (2011) in his study he studied that private hospitals
in Pakistan are making better efforts as compared to the public hospitals. Private
hospitals like the other service organizations are focusing on their patients demands
and developing themselves in order to provide maximum healthcare facilities to their
patients. Whereas the poor quality of healthcare services delivered to patients by
public hospitals as compare to the private hospitals are due to the many factors. These

38
factors include: government funding, lack of government interest in development of
new healthcare projects rural areas and over burdened public hospitals due to rapid
growth in population and people trends to move from rural areas to major cities.
These factors are affecting the service quality of public hospitals.

Itumalla24 (2011) has concluded in his study that Patients have pointed out
several shortcomings including lack of responsiveness to patients’ needs, delays,
unreliable supply of medicines in hospital, maintaining cleanliness and inadequate
availability of diagnosis services. Health personnel conduct and practices was rated
lowest with 84.4%out of four aspects of service quality such as Health personnel
conduct and practices, Adequacy of resources and services, healthcare delivery and
financial and physical accessibility. Overall respondents in hospital based study
perceived quality of care at the hospital OPD as favorable.

Brahmbhatt, M., Narayan, B. and Joshi,N25 (2011) shown in their study

that, Out of 5 dimensions Private hospitals perform better than public hospital in 4
dimensions namely Physical Aspects, Encounter, Process and Policy, while public
sector hospitals perform better than private sector only in one dimension namely
Reliability. Overall private sector is performing better in Encounter dimension, but
specific Encounter- Responsiveness public sector has lowest score.

Narang26 (2011) in his study he aimed to investigate differences across

various socio-demographic characteristics of the respondents. The opinions of the
respondents towards health care quality were not very favorable. Negative scores
were obtained on items, “availability of adequate medical equipments” and
“availability of doctors for women”. Education, gender and income were found to be
significantly associated with user perception.

Michael Guiry and David G. Vequist27 (2011) were conducted a study with
U.S. residents, who had engaged in medical tourism. Around 219 respondents were
taken in for the study. The results imply that medical tourism providers focus on
improving service quality, particularly in the areas of reliability (i.e., billing accuracy,
employee sympathy and reassurance, and providing services at the time promised)
and assurance (i.e., employee knowledge, employees receiving adequate support from
the health care facility to do their jobs well, feeling safe when interacting with

39
employees, and employee politeness), were the two most important dimensions of
service quality.

Rizwan Ahmed and Hina Samreen 28 (2011) were conducted a study with a
sample size of 252 patients visiting three selected hospitals in Karachi. The study
revealed that there existed a gap in perceptions and expectations of the patients and
that the there is a significant difference in patients’ satisfaction among the selected
category of hospitals.

Ari Mawachofi and Stephen L. Walston29 (2011) have attempted to find

factors affecting nurses’ perceptions of patient safety. This paper aimed to examine
socioeconomic and organizational/system factors affecting patient safety and quality
perceptions. They found that improved patient safety and the likelihood that nurses
use their own facility include: fewer visible errors; ability to communicate
suggestions; information technology support and training; and a confidential error
reporting system. Furthermore, nursing in these hospitals was dominated by foreign
nationals. The high positive patient safety perceptions may be influenced by either
individual or peer biases.

Abdul Majeed Alhashem, HabibAlquraini and Rafiqul I. Chowdhury 30

(2011) have measured the quality of health care services and patient satisfaction as
one of the most important indicators. The study aimed to identify factors affecting
patient’s satisfaction at primary health care clinics. The questionnaires were
distributed in primary healthcare clinics that represent all heath care regions in
Kuwait. A total of 426 completed questionnaires, out of 500, were returned resulting
in a response rate of 85.2 percent. The majority (87 percent) of the patients responded
that the time for communication between physician and patient was not enough.
Seventy-nine-percent of the surveyed patients said they would go to the emergency
room of the hospital in future if needed instead of going to the primary care clinic.
Regarding the quality of the communication relationship between physician and
patients most of the patients responded negatively.

Daniel P. Kessler and Deirdre Mylod31 (2011) have aimed to investigate the
same. The results showed a statistically significant link between patient satisfaction
and loyalty. This result persists, even holding constant hospital characteristics and

40
process-based quality measures likely to be highly salient to satisfaction. Although
this result was statistically significant, it was relatively small in magnitude.

Suleiman I. Al-lawary, Saad Abdullah Alghanium and Ayat M

Mohamad32 (2011) have studied the quality level of healthcare service provided by
King Abdullah Educational Hospital. The sample size was 285 and the study revealed
presence of high quality level of health service. The findings of the study
recommended that an increase of co-ordination between physicians or Lab technicians
at the hospital order to enhance the quality of service provided to patients.

Sameer Kumar, Neha S. Ghildayal and Ronak N. Shah 33 (2011) were

studied quality and efficiency of U.S. healthcare services. The impact of quality and
efficiency was examined on various stakeholders to achieve the best value for each
dollar spent for healthcare. It was found that the U.S. healthcare system was of vital
interest to the nation’s economy and government policy (spending). The U.S.
healthcare system was characterized as the world’s most expensive yet least effective
as compared to other nations.

Studies which are done Notionally on the consumer surveys or patient

feedbacks can be used for assessment of individual clinician, trust, organization or
region and analyzed to compare it with its/their own past performances, similar
surveys at different hospitals, national average or benchmarked performances. These
can help in improving insight and help to learn from own or others experiences.
Likewise these can be useful tool for policymakers, researchers, and for managers to
know more about their services. The outcomes of the consumer surveys can be used
by the governing or regulatory bodies like Health Care Commission to measure
performance.

Gopal.R and Satvinder Singh Bedi34 (2010) has concluded that the important
reasons to visit government hospitals are fewer charges, geographical proximity,
recommended by their friends or relatives. Patients are found to be dissatisfied with
the doctors’ checkups. Mostly patients were found dissatisfied with the hygiene and
overall condition of the basic amenities. Half of the patients were satisfied with the
recovery since admission in the hospital. Majority of patients were satisfied with
various diagnostic services provided by hospitals. Mostly patients did not lodge
complaint against the behavior of staff and quality of services.

41
 Narichiti35 (2010) has clearly reveal that the perception of doctors and nursing
staff in case of Government General Hospital. There is a perceptible gap in the minds
of doctors and nursing staff and also on the dimensions of service expected and
received by the patients on the environment created for achieving patient centre
hospitals. However, the gap is thin in case of the doctors and nursing staff of St.
Joseph’s and NRI General Hospitals.

Padma, P., Rajendran, C. and Sai Lokachari, P 36 (2010) have identified in

his study that patients and attendants treat the interpersonal aspect of care as the most
important one, as they cannot fully evaluate the technical quality of healthcare
services. The study also revealed that the hospital service providers have to
understand the needs of both patients and attendants in order to gather a holistic view
of their services.

Shah37 (2010) in his study he has indicated that the deficiencies in the public
health delivery system of India, was the key to growth of private infrastructure in
healthcare. The shift of hospital industry for ‘welfare orientation’ to ‘business
orientation’ was marked by the advent of corporate hospitals, supported by various
policy level initiatives made by the government. This paper tracks the various
government initiatives to promote private investment in healthcare and attempts to
explore the reasons for preference of the private sector. Surprisingly, in contrast to
contemporary belief, quality of medical care doesn’t seem to be the leading cause for
preference of the private sector. Except for a few select corporate and trust hospitals,
quality of medical care in private sector seems to be poor and at times compromised.

Marie Boltz, Elizabeth Capezuti and Nina Shabbat 38 (2010) were tried to
define the core components of a system-wide, acute care program designed to meet
the needs of older adults. Concept mapping methodology (multidimensional scaling
and cluster analysis) was used to obtain data describing the core components of a
geriatric acute care model. The input of 306 “stakeholders” (clinicians, administrators,
consumers, educators, and researchers) was obtained through a World Wide Web
interface, supplemented with consumer interviews. The findings yielded eight clusters
describing components of a geriatric acute care program: guiding principles,
leadership, organizational structures, physical environment, patient- and

42
familycentered approaches, aging-sensitive practices, geriatric staff competence, and
interdisciplinary resources and processes.

Seetharaman Hariharan, Prasanta Kumar Dey39 (2010) have introduced a

quality management framework by combining cause and effect diagram and logical
framework. An intensive care unit was identified for the study. They found that
patients improved infrastructure, state-of-the-art equipment, well maintained facilities,
IT-based communication, motivated doctors, nurses and support staff, improved
patient care and improved drug availability were considered the main project outputs
for improving performance. The proposed framework was used as a continuous
quality improvement tool, providing a planning, implementing, monitoring and
evaluating framework for the quality improvement measures on a sustainable basis.

Sandip Anand and Sinha S.K 40 (2010) have carried out the follow-up survey
in Tamil Nadu, Maharashtra, Bihar and Jharkhand. Dimensions include: service
proximity, doctor availability, waiting time, medicines, facility cleanliness, dignified
treatment, privacy, service affordability and treatment effectiveness. Findings
indicated that doctor availability, waiting time, cleanliness, privacy and affordability
at private health facilities enhance the probability that a health facility will be used for
any reproductive health purpose. Their findings indicated that doctor availability,
waiting time, cleanliness, privacy and affordability enhance private reproductive
health service use at the combined four state levels. At the combined states, medicine
availability and treatment effectiveness at public health facilities enhances use. It
appeared from their findings that service quality norms were not properly established
in any Indian public or private systems. Therefore, to improve health service quality,
hospitals need to emphasize holistic care. At the combined states level, medicine
availability and treatment effectiveness at public health facilities enhances service
use.

Ritu Narang41 (2010) has applied 20 item scale and distributed to 500 users of
health care centers comprising a tertiary health center, a state medical university and
two missionary hospitals in Lucknow, India. The scale was found to be reliable to a
great extent with an overall Cronbach alpha value of 0.74. “Health personnel and
practices” and “health care delivery” were found to be statistically significant in
affecting the perception. Respondents were relatively less positive on items related to

43
“access to services” and “adequacy of doctors for women”. The tertiary health center
was rated poorer than the medical university and missionary hospitals. Policy makers
needed to consider the requirements and opinions of patients to effect substantial
change and significant improvement in the quality of their health care services for
better and increased utilization of their services. This tool may be applied for
qualitative assessment of the services of health care programs as well as health care
centers of India.

Patient satisfaction had been extensively studied and considerable effort had
gone into developing survey instruments to measure it. However, most reviews have
been critical of its use, since there was rarely any theoretical or conceptual
development of the patient satisfaction concept. The construct had little
standardization, low reliability and uncertain validity. It continued to be used
interchangeably with, and as a proxy for, perceived service quality, which was a
conceptually different and superior construct.

Anjali Patwardhan42 (2009) has tried to find the effectiveness of consumer

surveys as valuable to implement service improvement tool in health services. In the
recent climate of consumerism and consumer focused care, health and social care
needs to be more responsive than ever before. The consumer needs and preferences
can be elicited by customaries and specific consumer surveys. Most researchers now
go for consumer experience surveys rather than just satisfaction surveys because of
their clear superiority in identifying the specific opportunities for improvement and
the ease of translating the outcome information from these surveys in to the strategic
planning for improvement.

Padma. P, Rajendran. C and Sai Lokachari. P 43 (2009) in her study she has
studied two instruments for measuring the dimensions of hospital service quality, one
each from the perspective of patients and attendants, are proposed.

Wan Edura Wan Rashid44 (2009) has revealed that SERVQUAL Model
appeared to be a consistent and reliable scale to measure heath care service quality. In
principle, together with the information relative significance of service quality
dimensions, it helped health care organization to identify where, and to some extent
how, to improve the service they offered to patients. Given the importance of
functional aspects of care, the SERVQUAL instrument had a useful diagnostic role to

44
play in assessing and monitoring service quality in health care, enabling the
organization to identify where improvements are needed from the patient’s viewpoint.

Johan Thor and BoHerrlin45 (2010) have conducted a research study to

measure effectiveness of quality improvement programs. It was found overall, 58
percent of the program’s projects (39/67) demonstrated success. A greater proportion
of projects led by female doctors demonstrated success (91 percent, n ¼ 11) than
projects led by male doctors (51 percent, n ¼ 55). Facilitators at the hospital
continuously adapted the improvement methods to the local context. A lack of
dedicated time for improvement efforts was the participants’ biggest difficulty. The
dominant benefits included an increased ability to see the “bigger picture” and the
improvements achieved for patients and employees.

Ranjita Misra and Arvind Modawal46 (2009) were concluded that fewer
Asian-Indian physicians practiced in areas of high market penetration by managed
care and have moderate satisfaction with their ability to deliver appropriate and
quality care. The experience was categorized into physician satisfaction; service
quality rating; service limitations; difficulties acquiring and maintaining managed
care contracts; and financial impact.

Masood A. Badri and SamaaAttia47 (2009) were discussed in their research

that the goodness-of-fit statistics supported the healthcare quality-patient status-
satisfaction model. Their results sent an important message to hospital managers,
confirming that healthcare quality in terms of reliability (including competence,
knowledge and trust), professionalism and courtesy, empathy and tangibles were
crucial when it comes to evaluating services

Patient satisfaction actually predicts provider choice suggests a pathway

through which individuals naturally gravitate toward higher-quality care, despite the
difficulties inherent in evaluating service quality. Satisfied patients are also more
likely to adhere to recommended treatment.

Magriet Holder48 (2008) in his research a quasi-experimental design was

used. An experimental and control group (of patients) were surveyed before the
changes in services cape took place, and a further experimental and control group of
patients were surveyed after changes in the services cape. The results indicated the

45
positive effect that the change in the services cape had on the overall perceptions of
service quality, as well as on some of the individual dimensions. In this study, it was
possible to determine the specific effects that changes in physical evidence had on the
perceptions of service quality as a whole, as well as on the various dimensions. The
study confirmed the role of physical evidence in the patient’s perceptions of service
quality, as well as in the patient’s perceptions of the reliability and responsiveness
dimensions.

Diwan, V, C Minj, N Chhari and A D Costa 49 (2008) has focused on

developing a health management information system. More physicians were worked
on private sector located in urban areas. Access of women physicians was low (3.4
per cent). All providers were negatively correlated to SC proportion and positively to
ST proportions in the districts. Perception of policy maker on public and private
health sector was value conflict and morality.

Anand and Sinha50 (2008) were investigated the need of cognitive

intermediation, which is likely to define core competence of health care organizations
in India. It seems to have received relatively higher level of health workers’ visit.
Level of public facilities’ utilization is higher in this segment. Adjusted segment
characterized by higher literacy level, higher standard of living, high level of health
workers’ visit and medium/high media exposure. Neglected and marginalized
segment is characterized by the highest level of illiteracy, higher proportion of non-
Hindu, not visited by health workers’ visits, low women autonomy, low media
exposure.

Brian A. Costello, Thomas G. McLeod and G. Richard Locke 51 (2008)

have conducted a research survey to find Pessimism and hostility scores as predictors
of patient satisfaction ratings by medical out-patients patients’ satisfaction. Among
the hostile patients, 57 percent rated their overall care by physicians as excellent,
while 66 percent of the least hostile patients rated it as excellent.

Mehrnoosh Pazargadi and Zhila Abed Saeedi 52 (2007) have made an

attempt to find the similarities and differences between nursing experts’ and clinical
nurses’ perspectives on quality and patient satisfaction. Findings revealed that in
nurses’ perspectives on quality definition two important aspects have been mostly
considered: “standard of care” and “patient satisfaction”. Moreover participant groups

46
have emphasized the benefits of collaborative work in health care (teamwork). Further
in this study, organizational and socio-cultural roles in delivering quality nursing care
have been mentioned such as staffing, budget, leadership, and social perspectives
about nursing as a highly educated profession.

Havva Çaha53 (2007) has concluded that patient’s perception towards the
private hospitals was more due to believe that they provide qualitative health service.
But large number of patients complains about services given by private hospitals. The
complaints are mainly about the length of the time that they wait for treatment and the
consultation time given to them. The lack of physical and human capacities of these
hospitals seems to be the main reasons behind the quality of their service.

Satisfaction determinants range from structurally based ones such as the type
of health care delivery system, to physician characteristics, including interactional
style and the physician’s age. Patients are difficult to satisfy, inconsolable and
personally challenging, no matter how comprehensive, efficient and expert neither
care, nor how polished the physician’s interpersonal skills. Patient satisfaction has
been widely studied.

Jainetal54 (2006) has studied the health seeking behavior and perception
among rural community. He found out that for health related problems, community
members first discuss with family members and other influential persons of their caste
community and accordingly take decision regarding where to seek care and/or
treatment. Majority of people first try some home treatment and only when they are
not relieved they opt for approaching any provider. Choice of health provider is in
fact dependent on decision makers which could be elder male family members or
some other person from the community Literacy status, socioeconomic status, past
experience and perceived quality of health care services also play pivotal role in
selection of provider. Quality of available health care services was poor in the opinion
of respondents as a result of which rural community prefers to approach private
providers ranging from indigenous medical practitioners, RMPs’ and qualified
doctors.

Peters. D, Rao K, and Ramana G.N.V 55 (2006) have conducted a study on

the use of 16-item scale having good reliability and validity. Patient perceptions of
quality at public health facilities are slightly better than neutral. Multivariate

47
regression analysis results indicate that for outpatients, doctor behavior has the largest
effect on general patient satisfaction followed by medicine availability, hospital
infrastructure, staff behavior, and medical information. For in-patients, staff behavior
has the largest effect followed by doctor behavior, medicine availability, medical
information, and hospital infrastructure.

M.H. Mququ56 (2005) has attempted to explore the customer satisfaction,

expectations and perceptions as a measure of service quality. He shows that the
SANBS customers are not satisfied with the service they receive, both on a zone
(geographical) perspective and also on a customer group perspective. Expectations of
private hospitals and rural state hospitals have higher ratings than those of urban state
hospitals.

Boshaff and Gray57 (2004) were conducted their research on patients of

private health organizations in South Africa and found that the service quality
dimensions of nursing staff viz. empathy, assurance and tangibles have positive
impact on the loyalty of patients. Organizations need to improve what they are
currently doing as well as changing operations to what they should be doing, and after
measuring the outcomes they should search for improvements on other new activities.
Every improvement requires a change, either in small scale or in large scale, and
every change requires an act of creation.

According to the SERVQUAL model, the quality is determined by evaluating

the relationship between the expected and the actual and a reflection of the deviations.
Marketers advocate a functional approach when it comes to measuring service quality.

Parasuraman58 (1985) in his study he observed that service was difficult to

anticipate and comprehend what aspects insinuate high quality to consumers, and the
levels of those aspects that required delivering high quality service. Customer
satisfaction and service quality research is dominated by SERVQUAL, which
suggests that service quality is fundamentally a gap between customer expectations
regarding a service provider’s general class and their estimation of its actual
performance.

The SERVQUAL instrument of Parasuraman59 (1988), a 22-item scale that

measures service quality along dimensions, forms the keystone for all the other works.

48
Though the effectiveness of SERVQUAL in evaluating service quality has been
questioned by different authors for diverse reasons, there is a general agreement that
the 22 items are reasonably good predictors of service quality in its entirety. The
SERVQUAL was designed using the five nursing services identified in other studies
as the essential elements in providing a quality nursing service. These elements are:
tangibles, reliability, responsiveness, assurance and empathy.

Johnston60 (1995) has extended the five generic dimensions of SERVQUAL

up to eighteen quality dimensions viz. cleanliness, aesthetics, comfort, functionality,
reliability, responsiveness, flexibility, communication, integrity, commitment,
security, competence, courtesy, friendliness, attentiveness, care access and
availability. From the literature review on patients satisfaction, hospital management,
hospital governance, service quality and SERVQUAL in health care industry, it is
observed majority of the authors studied only a particular one hospital i.e. multi-
specialty hospital or specialty hospital. Few of them have done comparative analysis
of private and public hospital. In some studies only service quality is studied and
hence the scope of these studies becomes limited. In this research factors influencing
choice of hospital and service quality is measured. And also satisfaction level and
patients’ loyalty has also been studied. In addition to that analysis on Service Quality
model given by Parasuraman is also included which highlights important dimensions
of services which the private Hospitals need to address. In this thesis research is
conducted to know service quality and patients satisfaction in selected Private
Hospitals of Hyderabad and Secunderabad.

RESEARCH GAP:

After the review of above said studies it is identified that the studies on the
service quality dimensions in the areas of banking sector, hotel industry and hospitals
related studies were conducted in the different countries. When it come the India there
are few studies in the above discussed sectors. But, studies on the health care industry
in Telangana state are very scant. So, the researcher has made an attempt to take up
the research topic entitled “SERVICE QUALITY IN HEALTH CARE – A STUDY
OF SELECT CORPORATE HOSPITALS IN HYDERABAD CITY OF
TELANGANA STATE” to put the efforts to study on the Service Quality
dimensions’ based on the perceptions of respondent patients and the opinions of the

49
staff members of the select corporate hospitals on the work environment conditions,
work and family related areas are also study because if at all work life conditions and
the work feelings of the staff members show any impact on their family life to draw
the opinions of staff members and the perceptions of the respondent patients. Because,
if the staff members feel any difficulty after the work life it may impact on their
family life and it will reflect on their working performances.

PROFILE of the Select CORPORATE HOSPITALS in

HYDERABAD
In this chapter the information pertaining to select sample corporate hospitals
of Hyderabad city of Telangana state. There are more than 83 corporate hospitals in
Hyderabad city out of those five corporate hospitals which are well known and
popular. Those five select sample hospitals are Sunshine hospital, Yashoda hospital,
Krishna Institute of Medical Sciences hospital, Care hospital and Aware Gleneagles
Global hospitals to conduct the present research. The details about the select sample
corporate hospitals are given below.

SUNSHINE HOSPITALS:

A multi-super specialty institution, 500+ bedded Sunshine Hospitals (Paradise

Circle, Secunderabad) is promoted by globally reputed Joint Replacement Surgeon
Dr. AV Gurava Reddy and like-minded associates who share the objective of making
world-standard healthcare available, affordable and accessible to the common man.
Founded in May 2009, we have attained the stature of the second largest Joint

50
Replacement Centre in South East Asia, and have brought succor to patients from as
far as Canada, Nigeria, Sri Lanka, Bangladesh and Iran. In keeping with our ‘patient
first’ approach to healthcare delivery, we have set aside more than 40 beds for critical
care and 20 for trauma care. A 1:1 patient-nurse ratio is maintained in the primary
areas. Our 100 plus-member strong team of doctors–surgeons, physicians and
specialists, are hailed for their expertise and international experience.

Quality & Safety

Sunshine Hospitals is committed to delivering the highest standards of healthcare and

is supported by a stringent quality assurance program based on four core principles:

 Focus on the patient

 Focus on systems & processes
 Focus on performance measurement
 Focus on teamwork
 Rigorous monitoring and audit ensure adherence, amendment and correction
in the processes of service delivery as required.

Sunshine Hospitals accords the highest priority to delivering the right care at the
right time in the right setting – all with a patient first attitude. It is imperative for us to
educate patients and their families on how they will receive deserved care with the
highest standards, delivered in an environment of excellence. Through the Program
for Patient Safety and Quality, we seek to measure patient experience and recognize
improvement opportunities in the way care is provided to our patients. Driven by
values such as safety, patient-first, timeliness, communication and equitability, the
teams of clinicians, surgeons, nurses are at the forefront of making patients’ hospital
experiences safe and hassle-free. Soon after their visit to the hospital, patients are
contacted and asked to report on facets of hospital care, like communication with
doctors and nurses, receptiveness of hospital staff, management of pain, hospital
atmosphere, advice about medications, and discharge information.

Centre’s of Excellence:

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 Apart from being a multi-specialty hospital with quality infrastructure and
expertise encompassing all fields of treatment and healthcare, Sunshine Hospitals is
also home to 8 Centers of Excellence:

 Sunshine Bone & Joint Institute

 Sunshine Institute for Gastroenterology, Liver Diseases & Laparoscopic
Surgery
 Sunshine Spine Centre
 Sunshine Centre for Neurosciences
 Sunshine Centre for Renal Sciences
 Sunshine Centre for Internal Medicine, Infectious Diseases & Lifestyle
Disorders
 Sunshine Centre for Respiratory Diseases
 Sunshine Centre for Micro-vascular & Reconstructive Surgery

Branches:

At Sunshine Hospitals, we believe in spreading smiles! We are expanding our

services to various new avenues to make sure we touch a maximum number of lives.
The other outposts of happiness apart from our Mother Institute are:

1. Sunshine Heart Institute

A complete Institute of its own, Sunshine Heart Institute provides the best of
healthcare in Cardiology and Cardiac Surgery and is located conveniently adjacent to
the Mother Institute at Paradise Circle, Secunderabad.

2. Sunshine Hospitals, Bhubaneswar.

A 100 bedded medical facility in Bhubaneswar, Sunshine is the new member

of our family, spreading smiles across the state of Odisha.

3. Sunshine Hospitals, Gachibowli.

A new venture from the Sunshine Group – coming soon to cater to patients in
the Gachibowli, Kukatpally, Madhapur, Jubilee Hills areas among others.

4. Sunshine Hospitals, Kukatpally.

52
5. Sunshine Hospitals, Karimnagar.

6. Sunshine Hospitals, Secunderabad.

YASHODA HOSPITALS:
Yashoda Group of Hospitals is a major healthcare provider in India with three
independent, super specialty Hospitals in twin-cities located
at Secunderabad, Malakpet and Somajiguda with post graduate courses and super
specialty courses for medical education, nursing schools and colleges attached to each
hospital. The Group also operates three Cancer Institute’s and three Heart Institutes
all providing 24x7 emergency services with advanced equipment. With a combined
capacity of about 1200 beds, 600 specialists, 1,500 nurses and 6,600 paramedical and
other support staff, Yashoda Group of hospitals treat roughly about 250,000 people
annually.

History:

The first Yashoda Hospital was established by Dr. G. Surender Rao

in Somajiguda, Hyderabad (Telangana ) as a small clinic in 1989. He is from
Pembatla village in Jagtyal District. He later teamed up with his brothers, Mr. G.
Ravender Rao, an astute businessman and Mr. G. Devender Rao a Chartered
Accountant, to expand operations and started Yashoda Group of Hospitals. Mr.
G.Dheeraj son of Mr. G. Ravender Rao acts as the CEO and Dr. G. Abhinav son of
Dr. G. Surender Rao heads International Marketing and other support functions for
the entire group.

Branches:

Yashoda Group has branches in Somajiguda, Malakpet and Secunderabad.

Departments:

Yashoda Group of Hospitals has 62 medical departments spread across all its
locations for numerous key specialties. Each department has senior consultants to
handle any complex condition. List of All the Departments as follows:

 Cardiology
 Cardiothoracic surgery

53
 Neurology
 Neurosurgery
 Oncology
 Hematology
 Orthopedics’
 Joint replacement
 Gastroenterology
 Urology
 Nephrology
 Endocrinology
 Emergency medicine
 Vascular surgery
 Pulmonology
 Plastic surgery
 ENT
 Gynecology
 Pediatrics
 Spinal surgery
 Rheumatology
 Robotic Sciences

Key Specialties:

The key specialties for which Yashoda Hospitals is known include Oncology,
Neurology & Neurosurgery, Cardiology & Cardiothoracic Surgery and Orthopaedics
& Joint Replacements.

Oncology

Yashoda Cancer Institute is a comprehensive cancer centre for prevention,

treatment, education and research in cancer. The institute treats the 2nd largest
number of cases on Rapid Arc in the world. Yashoda Cancer Institute has most
experienced team of radiation, surgical and medical oncologists and other cancer
specialists. The institute facilitates radiation surgery, chemotherapy, non-

54
chemotherapy medicines, surgery, palliative care and other related cancer care. It is
known for treatments related to breast cancer, leukemia or blood cancers, head and
neck cancers, gastrointestinal cancers and other forms of cancers. Yashoda Cancer
Institute focuses on non-invasive treatments, organ preservation and
minimizing toxicity. A variety of support professionals, such as social workers,
chaplains, dietitians and financial counselors are available to meet any psycho-social
needs of patients. The institute is equipped with Rapid Arc Radiation Technology that
treats cancer 8 times faster than the conventional ones and High Definition PET with
4D CT that identifies tumors as small as 2mm.

Neurology & Neurosurgery

The Center for Neurology performs breakthrough surgeries. Its team of Neuro
physicians offers round-the-clock support to the patients. The Center was the first and
very few centers’ to introduce Intra-arterial Thrombolytic Therapy for Acute Ischemic
Stroke. The Centre also offers emergency stroke services with 24-hour availability for
emergency thrombolytic therapy of intra-arterial or intravenous thrombolytic. It is
equipped to treat infections of the brain and nervous system, pediatric neurology
problems and all types of muscle, brain and spinal problems. Centre’s
for Physiotherapy, Dietetics and Psychology work closely with the Centre in
providing rehabilitation for conditions such as cerebral palsy. The Neurosurgery
facility has a dedicated Critical Care Unit with Ventilators, Online Monitors, ICP
Monitors, Central Oxygen & Suction, Operating Zeiss & Leica Microscopes, Neuro-
endoscopes, Head Fixation System with self-retaining Retractor, Digital Subtraction
Angiography (DSA), Dual Source CT Scan 1.5 T MRI, High Definition PET with 4D
CT Scan, Image Intensifier TV and a Radionics Stereo tactic Surgery Frame.

Cardiology and cardiothoracic surgery

Yashoda Heart Institutes practices in non-invasive, interventional and surgical

procedures. Emergency services include 24 hour availability of cardiologists in the
hospital. The Institutes are competent to handle any kind of cardiology cases like
Acute MI, temporary and permanent pacemakers, narrowed coronary arteries, angina,
valvular heart diseases and heart failure. Yashoda Heart Institutes are also well-
equipped to perform latest procedures such as Mitral Balloon Valvuloplasty,

55
Pulmonary Balloon Valvuloplasty, PTCA's Coronary Stents, By-pass Surgeries, Open
Heart Surgeries, Valve Replacements, etc.

Awards:

All the hospitals of Yashoda Group are ISO certified, the laboratories and
facilities are accredited by NABL and NABH, premier quality accreditation standards
in India. Accreditation from NABL and NABH are a nationwide seal of approval that
indicates a hospital meets high performance standards. The group is regarded as one
of the most prestigious hospitals in Telangana. Below is a list of awards and
achievements of the hospitals. Yashoda Hospitals ranked first among all the multi-
specialty hospitals in Telangana and Andhra Pradesh, in The Week-Nielson ‘Best
Hospitals 2015’ national survey Yashoda Hospital has been ranked as the 2nd Best
Multi specialty hospital in Hyderabad, India. (Survey by the Week) the Asian
Hospital Management Award 2012 also.

KIMS HOSPITALS:

Krishna Institute of Medical Sciences, Secunderabad/Hyderabad is a 1000

bedded multi-super specialty Hospital, strategically located in the heart of the city on
a sprawling 5-acre campus having easy accessibility from all major landmarks and as
well from all public transport junctions. Our hospital has emerged as a leading multi-
super specialty hospital in a short span of time by virtue of its enlightened
management and dedicated team of competent medical professionals, working closely
in association with each other in a clinically sound and technologically advanced
environment conforming to quality in patient care. KIMS Secunderabad is glad to
announce its Accreditation by NABH (National Accreditation Board for Hospitals and
Healthcare Providers) and NABL (National Accreditation Board for Testing and
Calibration Laboratories) for providing the best services in patient care comparable to
any international hospital of repute.

KIMS Hospitals is one of the largest corporate Hospitals group in South India
with over 2000 beds spread across 6 locations in the states of Telangana
(Secunderabad & Kondapur) and Andhra Pradesh (Srikakulam, Rajahmundry,
Nellore and Ongole).

56
 We operate and manage all our hospitals, which we believe, provide us with
greater control over our facilities, and help us in our Endeavour to deliver high quality
and affordable healthcare services.

Through our mixed portfolio of well-established, matured facilities and newly

established facilities, we provide treatment for acute and chronic diseases across
secondary, tertiary and quaternary healthcare sectors. In addition to providing core
medical, surgical and emergency services, we provide complex and advanced
quaternary healthcare in various specialties under disciplines such as neurosciences,
cardiac sciences, oncology, orthopedics’, renal sciences and gastric sciences. Since its
inception in 1996, KIMS Group has built a number of world-class hospitals. KIMS
Group has grown by leaps and bounds over these 16 years with over 6 branches
across the states of Telangana and Andhra Pradesh. It has many more upcoming
projects across India. Even though the KIMS network had a humble beginning, today
it is considered as one of the top centers of excellence for quality super specialty
health care in India.

KIMS Group of Hospitals has been relentless in its pursuit of quality

healthcare, providing patients with the balance of technical, medical and paramedical
teams bench-marking the infrastructure and creating amicable environment for varied
patient communities across the globe.

The management has committed to inclusive growth by striving to update

services using cutting-edge technology and by providing quality care to patients of all
strata of society.

With humble beginnings, the KIMS began its journey in the year 1996. It has
travelled a long way to become one of the premier hospitals in India. Scanning its
achievements, here are a few milestones:

 Mahavir Cardio Vascular Center at Mahavir Hospital in Hyderabad, India in

the year 1996.
 B.R.M Hospitals in Nellore in the year 2000.
 Bollineni Heart Center, Rajahmundry, Kadapa in the year 2001
 Bollineni Heart Center, Rajahmundry in the year 2002
 Krishna Institute of Medical Science in Secunderabad in the year 2004

57
  Expanding its frontiers to KIMS Wardak Diagnostic Center, Kabul,
Afghanistan in the year 2007
 KIMS in Vijayawada in the year 2010
 KIMS Sai Seshadri Multi-Specialty Hospital
 KIMS Kondapur in the year 2014
 KIMS Ongole in the year 2017

CARE HOSPITALS:
The CARE Hospitals Group is a multispecialty healthcare provider, with 14
hospitals serving 6 cities across 5 states of India. The regional leader in tertiary care in
South/Central India and among the top 5 pan-Indian hospital chains, CARE Hospitals
delivers comprehensive care in more than 30 specialties in tertiary care settings.
Adopting a service-oriented delivery model, CARE Hospitals provides cost-effective
medical care, with an uncompromising commitment to its core purpose, “To provide
care that people trust.” Founded in 1997 by Dr B Soma Raju and a team of India’s
leading cardiologists, the CARE Hospitals’ founders developed Asia’s first
indigenous coronary stent — the ‘Kalam-Raju stent,’ named after Dr APJ Abdul
Kalam, former President of India, and Dr B Soma Raju, Chairman and Managing
Director, CARE Hospitals Group. This is just one of the many innovations developed
at CARE Hospitals, which strives to make healthcare affordable for all, while
ensuring clinical outcomes at par with international standards.
The CARE team has many firsts to its credit:

 1st Prospective randomized trial of balloon valvotomy vs. mitral valve

replacement in the world
 1st Coronary Angioplasty in India
 2nd Balloon Valvuloplasty in India
 1st Cardiac MRI in India
 1st Atrial Fibrillation Clinic in India
 1st Beating Heart Surgery in Andhra Pradesh
 1st Heart Transplant Performed in a tier-2 town (Visakhapatnam)

Today the CARE Hospitals Group comprises 14 multi super specialty hospitals
offering comprehensive patient-focused care, with state-of-the-art infrastructure,

58
medical equipment and facilities, complemented by globally trained and experienced
doctors and professional support staff, available 24x7. It is recognized as the most
advanced, complete cardiac care centre in the country, powered by cross-functional
teams with deeper skill sets and round-the-clock availability of cardiologists, cardiac
surgeons, and critical care and emergency medicine specialists. The hospitals are
models for high doctor-patient and nurse-patient ratios to ensure patient satisfaction.
CARE Hospitals is a complete healthcare ecosystem, with related components of
education/training and research, pursuing innovations that make healthcare more
affordable. A network of telemedicine hubs in rural Andhra Pradesh and Maharashtra
deliver care at the doorstep to lakhs of people. These activities are managed by its
partner CARE Foundation.
CARE Hospitals continually updates medical knowledge and puts it into practice
— taking innovations from the bench to the bedside. The Group has a rigorous
Clinical Research program (certified by the Drugs Controller General of India), with
advanced infrastructure and trained resources to conduct clinical trials in the areas of
drug and medical device development. Both pioneering original research and
sponsored clinical trials are conducted at several hospitals and over 40 studies are
under way, at any given time
Associate Institutions:
As part of its commitment to provide comprehensive healthcare to all -
regardless of affordability, CARE Hospitals has evolved integrated and networked
healthcare delivery models, both horizontally and vertically to suit the varied needs
of the population across the geographic (rural and urban) and social (low to high
income groups) spectra. In this endeavor it partners with several organizations to
extend its reach and serve the community better.
CARE Foundation
CARE (Cardiac Research & Education) Foundation was founded in August
1996 with a vision to evolve a model healthcare system, which would address the core
issues of quality, cost, and access. The Foundation is committed to making healthcare
more affordable and accessible to all, by practicing medicine with ethics and integrity,
serving all sections of society and never refusing care to anyone. CARE Foundation
works in the domains of innovations in medical education & training, healthcare
research, addressing the healthcare needs of poor patients, and developing and

59
adopting technology to reach people in remote communities – both rural and urban. It
operates in a networking environment with various public and private institutions.
CARE Foundation is recognized by the Department of Science & Technology,
Govt. of India, as an R & D Institution and is registered under the Foreign
Contribution Regulation Act (FCRA). It is a registered non-profit society, qualifying
for 50 per cent exemptions under Section 80G of the Income Tax Act.
CARE Institute of Health Sciences
The CARE Institute of Health Sciences is an endeavor by the CARE Hospitals
Group founders to consolidate all its healthcare and skill building initiatives. An
independent organization, the CARE Institute of Health Sciences (CIHS) was
incorporated on 2nd February 2016 under the Companies Act 2013. CIHS will operate
across the pyramid of healthcare education, i.e., medical colleges, nursing colleges,
physiotherapy colleges, skill development centers, as well as re-skilling and up
skilling centers, pan India.
The vision of CIHS is to provide comprehensive education and training in
healthcare that will provide individuals with the knowledge and skills needed to gain
employment prepare them for entry into the global workforce and meet the needs of
the healthcare Industry. CIHS is committed to training the next generation of allied
health professionals to provide high quality education, develop professional skills,
values, attitudes and strategies to enhance their potential. CIHS offers accelerated
programs that combine flexible schedules and professional instruction to create a
rewarding learning experience, focused on helping trainees to gain skills for their
chosen career and through their lives.
CARE Hospitals’ subsidiaries
The CARE Hospitals Group has 4 subsidiaries with whom it manages 6 partner
hospitals:
 Vishakha Hospitals & Diagnostics Ltd – managing 3 facilities in
Vishakhapatnam
 Ramakrishna CARE Medical Sciences Pvt. Ltd – managing 1 facility in
Raipur
 Ganga CARE Hospital Ltd, Nagpur
 Galaxy CARE Laparoscopy Institute Pvt. Ltd, Pune.

60
AWARE GLENEAGLES GLOBAL HOSPITALS:
The Aware Gleneagles Global Hospitals, Located in L.B Nagar, Hyderabad, is
the second Gleneagles Global Hospitals facility in the city of Hyderabad. The facility
is an NABH-accredited and HALAL-certified advanced quaternary care facility with
300-beds state-of-the-art infrastructure. Aware Gleneagles Global Hospitals, LB
Nagar has been a pioneer in some of the most challenging health advancements and
remained at the forefront of clinical excellence. It nurtures the vision of turning
distant medical possibilities into today's realities and is committed to delivering the
health aspirations of the Global citizens.
The Hospital has been accredited and recognized by several international and
national level accrediting agencies and therefore made it a healthcare destination of
choice for both people in India and worldwide. Aware Gleneagles Global Hospitals,
LB Nagar offers expert care & advanced surgical procedures for a wide range of
specialties such as neurology, neurosurgery, orthopedics, gastroenterology, multi-
organ transplants amongst many others.
Gleneagles Global Hospitals is part of Parkway Pantai, a fully owned
subsidiary of IHH Healthcare. In India, Gleneagles Global Hospitals operates a chain
of multi-super specialty hospitals offering tertiary and quaternary healthcare services
with over 2,000 beds and state-of the-art, world-class hospitals in Hyderabad,
Chennai, Bangalore and Mumbai. A pioneer in kidney, liver, heart and lung
transplants, Gleneagles Global Hospitals provides comprehensive multi-organ
transplant services in the country. Gleneagles Global Hospitals aims to strengthen and
expand its leading market position as a destination for multi-organ transplant for
patients from India, Middle East, Africa and South East Asia. We are committed to
further our aspiration of making quality health care more accessible to all. We are
very fortunate that our existing cohort of consultants and surgeons are leaders in their
fields, and looked upon as iconic figures in the medical fraternity.

Functional Performances and Work conditions of

Staff of Corporate Hospitals
In this chapter the researcher aimed to test and analyze the opinions of prime
staff, sub-staff and administrative staff of on their demographic variables, work and
family related variables, work environment related variables of the staff members of
select corporate hospitals in Hyderabad city of Telangana State towards the services
61
providing to the respondent patients of respective select hospitals in view of Service
Quality Dimensions based on the SERVQUAL Model.
Table 4.1
Distribution of respondent staff members and their age group details in select
sample corporate hospitals in Hyderabad city of Telangana State
Name of Age Group Details in years Total
the 58 and
18 – 28 28 – 38 38 – 48 48 – 58
Hospital above
Sunshin
3 (15) 4 (20) 4 (20) 5 (25) 4 (20) 20 (20)
e
Yashoda 2 (10) 4 (20) 6 (30) 3 (15) 5 (25) 20 (20)
KIMS 4 (20) 2 (10) 3 (15) 4 (20) 7 (35) 20 (20)
Care 2 (10) 3 (15) 5 (30) 4 (20) 6 (30) 20 (20)
AGG 3 (15) 2 (10) 4 (20) 7 (35) 4 (20) 20 (20)
Total 14 (14) 15 (15) 22 (22) 23 (23) 26 (26) 100
Source: Field Survey

Table 4.1 depicts the distribution of respondent staff members and their age
group details of select sample corporate hospitals in Hyderabad city of Telangana
state. It is understood from the table above that, majority of the staff members (26 out
of 100) of select sample corporate hospitals fall under the age group 58 years and
above, followed by 23 staff members are under the age group ranging from 48 – 58
years, 22 staff members age is ranging from 38 – 48 years, 15 staff members are
under the age group ranging from 28 – 38 years and 14 staff members age group
ranging from 18 – 28 years.

Form the above table one can infer that, majority of the staff members of those
who said that their age group was 58 and above are found with KIMS hospital and
least are found with Aware Gleneagles Global hospitals among the select sample
corporate hospitals in Hyderabad city of Telangana state.

Ho: There is no significant difference between the age groups of staff members
among different select sample corporate hospitals

Table 4.1A - Chi-Square Tests Results for the staff age groups
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 6.823a 16 .977
Likelihood Ratio 6.726 16 .978
N of Valid Cases 100
1Source: SPSS generated

62
 It is evident from the table 4.1A that the P-Value of Chi-Square 0.977 is more
than 0.05 percent level. Hence, the null hypothesis rejected and it is concluded that
there is no significant difference between the ages of staff members among different
select sample corporate hospitals in Hyderabad city of Telangana state.
Table 4.2
Distribution of respondent staff members and their gender details in select
sample corporate hospitals in Hyderabad city of Telangana state
Gender Details
Name of the Hospital Total
Male Female
Sunshine 12 (60) 8 (40) 20 (20)
Yashoda 13 (65) 7 (35) 20 (20)
KIMS 10 (50) 10 (50) 20 (20)
Care 11 (55) 9 (45) 20 (20)
Aware Gleneagles Global 9 (55) 11 (55) 20 (20)
Total 55 (50) 45 (50) 100
Source: Field Survey

Table 4.2 explains the distribution of respondent staff members and their
gender details in select sample corporate hospitals in Hyderabad city of Telangana. It
is understood from the table above that, majority of the respondent patients (55 out of
100) of those who approached to get the services to select sample corporate hospitals
in Hyderabad city of Telangana state have responded that they relates to male gender
and 45 respondent patients have responded that they relate to female gender.

From the foregoing analysis one can infer that, majority of the respondent
patients who approached to the corporate hospitals in Hyderabad city of Telangana
state and who have responded that they relate to male gender are found with Yashoda
hospital and least respondent patients were found with Aware Gleneagles Global
hospital.

Ho: There is no significant difference between the genders of staff members

among different select sample corporate hospitals

Table 4.2A - Chi-Square Tests Results for the staff gender details
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 2.020a 4 .732
Likelihood Ratio 2.032 4 .730
N of Valid Cases 100

63
Source: SPSS generated

It is evident from the table 4.2A that the P-Value of Chi-Square 0.732 is more
than when compared to the 0.05 percent significant level. Hence, the null hypothesis
accepted and it is concluded that there is no significant difference between the
genders of staff members among different select sample corporate hospitals in
Hyderabad city of Telangana state.
Table 4.3
Distribution of respondent staff members and their gender details in select
sample corporate hospitals in Hyderabad city of Telangana state
Marital Status
Name of the Hospital Total
Single Married Divorcee Widowed
Sunshine 7 (35) 8 (40) 2 (10) 3 (15) 20 (20)
Yashoda 5 (25) 11 (55) 1 (5) 3 (15) 20 (20)
KIMS 6 (30) 10 (50) 2 (10) 2 (10) 20 (20)
Care 4 (20) 12 (60) 1 (5) 3 (15) 20 (20)
Aware Gleneagles 2 (10) 3 (15)
6 (30) 9 (45) 20 (20)
Global
Total 28 (28) 50 (50) 8 (8) 14 (14) 100
Source: Field Survey

Table 4.3 reveals the distribution of respondent staff members and their
marital status details of select sample corporate hospitals in Hyderabad city of
Telangana state. It is understood from the table above that, majority of the staff
members (50 out of 100) of select sample corporate hospitals are married, followed by
28 staff members are single, 14 staff members are widowed and eight staff members
are divorced.

Form the above table one can infer that, majority of the staff members of the
select corporate hospitals in Hyderabad city of Telangana state of those who said that
they are married are found with Care hospital and the least are found with Sunshine
hospital.

Ho: There is no significant difference between the marital of staff members among
different select sample corporate hospitals

Table 4.3A - Chi-Square Tests Results for the staff marital status details
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 2.964a 12 .996

64
Likelihood Ratio 3.068 12 .995
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.3A that the P-Value of Chi-Square 0.996 is more
when compared to the 0.05 percent significant level. Hence, the null hypothesis
accepted and it is concluded that there is no significant difference between the marital
statuses of the staff members among different select sample corporate hospitals in
Hyderabad city of Telangana state.
Table 4.4
Distribution of respondent staff members and their education qualifications
details in select corporate hospitals in Hyderabad city of Telangana state
Name of Education Qualifications Total
the High
Doctor Masters Graduation Technical Inter
Hospital School
Sunshine 3 (15) 4 (20) 4 (20) 3 (15) 4 (20) 2 (10) 20 (20)
Yashoda 2 (10) 4 (20) 6 (30) 3 (15) 3 (15) 2 (10) 20 (20)
KIMS 4 (20) 2 (10) 3 (15) 4 (20) 5 (25) 2 (10) 20 (20)
Care 2 (10) 3 (15) 5 (25) 4 (20) 5 (25) 1 (5) 20 (20)
AGG 3 (15) 2 (10) 4 (20) 5 (25) 4 (20) 2 (10) 20 (20)
Total 14 (14) 15 (15) 22 (22) 19 (19) 21 (21) 9 (9) 100
Source: Field Survey

Table 4.4 describes the distribution of the respondent staff members and their
educational qualifications details of select sample corporate hospitals in Hyderabad
city of Telangana state. It is understood from the table above that, majority of the staff
members of select sample corporate hospitals are graduates, followed by 21 staff
members are educated till intermediate, 19 staff members are technically educated, 15
staff members are studied masters, 14 staff members are having doctorate degrees and
nine staff members education qualification is high school level.

Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who said that their education qualification is graduation are found with Yashoda
hospital and the least number of staff members are found with KIMS hospital.

Ho: There is no significant difference between the educational qualifications of the

staff members among different select sample corporate hospitals

65
 Table 4.4A - Chi-Square Tests Results for the staff educational qualification
details
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 5.363a 20 1.000
Likelihood Ratio 5.452 20 .999
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.4A that the P-Value of Chi-Square 1.000 is more
when compared to the 0.05 percent significant level. Hence, the null hypothesis
accepted and it is concluded that there is no significant difference between the
educational qualifications of staff members among different select sample corporate
hospitals in Hyderabad city of Telangana state.
Table 4.5
Distribution of respondent staff members and their practice qualification details
in select sample corporate hospitals in Hyderabad city of Telangana state
Practice Qualifications
Name of the Hospital Assistant Total
Practitioner
Practitioner
Sunshine 14 (70) 6 (30) 20 (20)
Yashoda 13 (65) 7 (35) 20 (20)
KIMS 10 (50) 10 (50) 20 (20)
Care 11 (55) 9 (45) 20 (20)
Aware Gleneagles Global 9 (45) 11 (55) 20 (20)
Total 57 (57) 43 (43) 100
Source: Field Survey

Table 4.5 explains the distribution of respondent staff members and their
practice qualifications details in select sample corporate hospitals in Hyderabad city
of Telangana. It is understood from the table above that, majority of the respondent
staff members (57 out of 100) of the select sample corporate hospitals in Hyderabad
city of Telangana state have responded that they are practitioners and 43 have
responded that they are assistant practitioners.

From the foregoing analysis one can infer that, majority of the respondent staff
members of the corporate hospitals in Hyderabad city of Telangana state and who
have responded that they practitioners are found with Sunshine hospital and the least
number of staff members were found with Aware Gleneagles Global hospital.

66
Ho: There is no significant difference between the practicing qualifications of staff
members among different select sample corporate hospitals

Table 4.5A - Chi-Square Tests Results for the staff practice qualifications
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 3.509a 4 .477
Likelihood Ratio 3.554 4 .470
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.5A that the P-Value of Chi-Square 0.447 is less
when compared to the 0.05 percent significant level. Hence, the null hypothesis
accepted and it is concluded that there is no significant difference between the
practicing qualifications of staff members among different select sample corporate
hospitals in Hyderabad city of Telangana state.
Table 4.6
Distribution of respondent staff members and their nature of duties in select
corporate hospitals in Hyderabad city of Telangana State
Name of Nature of duties
the Paramedica Supporting Total
Medical Nursing Administrative
Hospital l Staff
Sunshine 3 (15) 4 (20) 4 (20) 5 (25) 4 (20) 20 (20)
Yashoda 2 (10) 4 (20) 6 (30) 3 (15) 5 (25) 20 (20)
KIMS 4 (20) 2 (10) 3 (15) 4 (20) 7 (35) 20 (20)
Care 2 (10) 3 (15) 5 (30) 4 (20) 6 (30) 20 (20)
AGG 3 (15) 2 (10) 4 (20) 7 (35) 4 (20) 20 (20)
Total 14 (14) 15 (15) 22 (22) 23 (23) 26 (26) 100
Source: Field Survey

Table 4.6 depicts the distribution of respondent staff members and their nature
of duties details of select sample corporate hospitals in Hyderabad city of Telangana
state. It is understood from the table above that, majority of the staff members (26 out
of 100) of select sample corporate hospitals are supporting staff, followed by 23 staff
members are administrative staff, 22 staff members are nursing staff, 15 staff
members are paramedical staff and the 14 staff members are medical staff.

Form the above table one can infer that, majority of the staff members of the
select corporate hospitals in Hyderabad city of Telangana state of those who said that
their nature of duties are supporting staff are found with KIMS hospital and the least

67
number of an equal number were found with the Sunshine hospital and Aware
Gleneagles Global hospitals together.

Ho: There is no significant difference between the natures of duties of the staff
members among different select sample corporate hospitals

Table 4.6A - Chi-Square Tests Results for the staff nature of duties
Gender of the respondent Staff Value D Asymp. Sig. (2-sided)
Members f
Pearson Chi-Square 4.404b 16 .998
Male Likelihood Ratio 4.678 16 .997
N of Valid Cases 50
Pearson Chi-Square 5.566c 16 .992
Female Likelihood Ratio 5.509 16 .993
N of Valid Cases 50
Pearson Chi-Square .000a 16 1.000
Total Likelihood Ratio .000 16 1.000
N of Valid Cases 100
Source: SPSS generated
It is evident from the table 4.6A that the P-Value of Chi-Square 0.998 is more
when compared to the 0.05 percent significance level for the male staff and at the
same time for the female staff members the P-Value of Chi-Square 0.992 is more than
the 0.05 percent significance level. Hence, the null hypothesis accepted and it is
concluded that there is no significant difference between the natures of duties of the
staff members among different select sample corporate hospitals in Hyderabad city of
Telangana state.

Table 4.7
Distribution of respondent staff members and their experience details in select
corporate hospitals in Hyderabad city of Telangana state
Name of Experience in years
the Total
Below 5 6 – 10 11 – 15 16 – 20 21 – 25 Above 25
Hospital
Sunshine 3 (15) 4 (20) 3 (15) 5 (25) 3 (15) 2 (10) 20 (20)
Yashoda 2 (10) 4 (20) 5 (15) 3 (15) 4 (20) 2 (10) 20 (20)
KIMS 4 (20) 2 (10) 3 (15) 4 (20) 5 (25) 2 (10) 20 (20)
Care 2 (10) 3 (15) 4 (20) 4 (20) 5 (25) 2 (10) 20 (20)
AGG 3 (15) 2 (10) 4 (20) 6 (30) 4 (20) 1 (5) 20 (20)

68
 Total 14 (14) 15 (15) 19 (19) 22 (22) 21 (21) 9 (9) 100
Source: Field Survey

Table 4.7 depicts the distribution of respondent staff members and their
experience details of select sample corporate hospitals in Hyderabad city of
Telangana state. It is understood from the table above that, majority of the staff
members (22 out of 100) of select sample corporate hospitals experience ranging from
16 – 20 years, followed by 21 staff members experience ranging from 21 – 25 years,
19 staff members experience ranging from 11 – 15 years, 15 staff members
experience ranging from 6 – 10 years, 14 staff members experience below 5 years and
nine staff members experience 25 years and above.

Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who said that they have the experience ranging from 16 – 20 years are found with
Aware Gleneagles Global hospitals and the least number of staff members are found
with Yashoda hospital.

Ho: There is no significant difference between the experiences of staff members

among different select sample corporate hospitals

Table 4.7A - Chi-Square Tests Results for the staff members experience details
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 5.363a 20 1.000
Likelihood Ratio 5.452 20 .999
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.7A that the P-Value of Chi-Square 1.000 is more
when compared to the 0.05 percent significance level. Hence, the null hypothesis
accepted and it is concluded that there is no significant difference between the
experiences of staff members among different select sample corporate hospitals in
Hyderabad city of Telangana state.
Table 4.8
Distribution of respondent staff members and their work shift details in select
sample corporate hospitals in Hyderabad city of Telangana state
Work in shift system Total
Name of the Hospital
Yes No Occasionally

69
 Sunshine 12 (60) 5 (25) 3 (15) 20 (20)
Yashoda 13 (65) 5 (25) 2 (10) 20 (20)
KIMS 10 (50) 7 (35) 3 (15) 20 (20)
Care 11 (55) 6 (30) 3 (15) 20 (20)
Aware Gleneagles
9 (55) 7 (35) 4 (20) 20 (20)
Global
30 15 (15)
Total 55 (50) 100
(30)
Source: Field Survey

Table 4.8 depicts the distribution of respondent staff members and their work
shift details of select sample corporate hospitals in Hyderabad city of Telangana state.
It is understood from the table above that, majority of the staff members (55 out of
100) of select sample corporate hospitals have responded that they work in shift
system, followed by 30 staff members have responded that they couldn’t work on
shift system and 15 staff members have responded that they work occasionally on
shift system.

Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who said that they work on shift system are found with Yashoda hospital and the least
number are found with Aware Gleneagles Global hospitals.

Ho: There is no significant difference between the work shifts of staff members
among different select sample corporate hospitals
Table 4.8A - Chi-Square Tests Results for the staff gender details
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 2.242a 8 .973
Likelihood Ratio 2.263 8 .972
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.8A that the P-Value of Chi-Square 0.973 is more
when compared to the 0.05 percent significance level. Hence, the null hypothesis
accepted and it is concluded that there is no significant difference between the work
shift systems of staff members among different select sample corporate hospitals in
Hyderabad city of Telangana state.
Table 4.9

70
 Distribution of respondent staff members and their nature of services details in
select sample corporate hospitals in Hyderabad city of Telangana state
Nature of services Total
Name of the Hospital Permanen Part- Contractua
t Time l
Sunshine 12 (60) 6 (30) 2 (10) 20 (20)
Yashoda 13 (65) 5 (25) 2 (10) 20 (20)
KIMS 10 (50) 7 (35) 3 (15) 20 (20)
Care 11 (55) 6 (30) 3 (15) 20 (20)
Aware Gleneagles
9 (55) 7 (35) 4 (20) 20 (20)
Global
Total 55 (50) 31 (31) 14 (14) 100
Source: Field Survey

Table 4.9 describes the distribution of respondent staff members and their
nature of services details of select sample corporate hospitals in Hyderabad city of
Telangana state. It is understood from the table above that, majority of the staff
members (55 out of 100) of select sample corporate hospitals have responded that
they are working on permanent basis, followed by 31 staff members have responded
that they are working on part-time basis and the least number of staff members 14
have responded that they are working on contractual basis.

Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who said that they work on permanent basis are found with Yashoda hospital and the
least number are found with Aware Gleneagles Global hospitals.

Ho: There is no significant difference between the natures of services of staff

members among different select sample corporate hospitals
Table 4.9A - Chi-Square Tests Results for the natures of services of staff
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 2.361a 8 .968
Likelihood Ratio 2.363 8 .968
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.9A that the P-Value of Chi-Square 0.968 is more
when compared to the 0.05 percent significance level. Hence, the null hypothesis
accepted and it is concluded that there is no significant difference between the natures

71
of services of staff members among different select sample corporate hospitals in
Hyderabad city of Telangana state.

 Conclusive Results of demographic factors:

The conclusive results of the above discussed demographic variables
are arranged at a glance in the below table.

S.N
PARAMETER HYPOTHESIS RESULTS
O
There is no significant difference
Accepted
1 Age Groups between the age groups of the
P=0.977>0.05
respondent Staff members
There is no significant difference
Accepted
2 Gender between the gender of the respondent
P=0.732>0.05
staff members
There is no significant difference
Accepted
3 Marital Status between the marital status of the
P=0.996>0.05
respondent staff members
There is no significant difference
Education Accepted
4 between the education qualifications of
Qualification P=1.000>0.05
the respondent staff members
There is no significant difference
Practice Accepted
5 between the practicing qualifications of
Qualification P=0.477>0.05
the respondent staff members
There is no significant difference
Nature of Duties – Accepted
between the natures of duties of the
Male P=0.998>0.05
respondent male staff members
6
There is no significant difference
Nature of Duties – Accepted
between the natures of duties of the
Female P=0.996>0.05
respondent female staff members
There is no significant difference
Years of Accepted
7 between the years of experience of the
Experience P=1.000>0.05
respondent staff members
There is no significant difference
Work in shift Accepted
8 between the shift systems in work of the
system P=0.973>0.05
respondent staff members
There is no significant difference
Accepted
9 Nature of Services between the nature of duties of the
P=0.968>0.05
respondent staff members

The conclusive results of demographic results one can deduce that all the
variables called age groups, gender, marital status, education qualifications, practicing
qualifications, nature of duties of male and female staff members, years of experience,
work in shift system and the nature of services of the respondent staff members of the

72
select corporate hospitals in Hyderabad city of Telangana state are dependent as their
respective null hypothesis (H0) are rejected.

WORKING ENVIRONMENT:
The personal feelings of the staff members on their work environment of
select corporate hospitals in Hyderabad city of Telangana state are tested here. The
results of the different variables are as follows;
Table 4.10
Distribution of respondent staff members and their opinions of respondent staff
members in select corporate hospitals in Hyderabad city of Telangana State
Name of Patients respect towards Staff members Total
the Very Partly Moderatel Partly Very
Hospital Respectful Respectful y Disrespectful Disrespectful
Sunshine 13 (65) 4 (20) 2 (10) 1 (5) 0 (0) 20 (20)
Yashoda 12 (60) 4 (20) 2 (10) 1 (5) 1 (5) 20 (20)
KIMS 15 (75) 2 (10) 2 (10) 1 (5) 0 (0) 20 (20)
Care 14 (70) 3 (15) 2 (10) 1 (5) 0 (0) 20 (20)
AGG 11 (55) 3 (15) 3 (15) 2 (10) 1 (5) 20 (20)
Total 65 (65) 16 (16) 11 (11) 6 (6) 2 (2) 100
Source: Field Survey

Table 4.10 describes the distribution of respondent staff members and their
opinions on patients respect towards them of select sample corporate hospitals in
Hyderabad city of Telangana state. It is understood from the table above that, majority
of the staff members (65 out of 100) of select sample corporate hospitals have
responded that the patients very respectful towards them, followed by 16 staff
members have responded that the patients partly respectful towards them, 11 staff
members have responded that the patients respect them moderately, six staff members
have responded that the patients partly disrespectful towards them and the least
number of staff members two are responded that the patients could be very
disrespectful towards them.

Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who said that the patients could be very respectful towards them are found with KIMS
hospital and the least are found with Aware Gleneagles Global hospitals.

73
Ho: There is no significant difference between the opinions of staff members on
the patients respect towards them among different select sample corporate
hospitals

Table 4.10A - Chi-Square Tests Results for the staff gender details
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 5.675a 16 .991
Likelihood Ratio 6.274 16 .985
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.10A that the P-Value of Chi-Square 0.991 is
more than the 0.05 percent significance level. Hence, the null hypothesis accepted and
it is concluded that there is no significant difference between the opinions of staff
members on the patients respect towards them among different select sample
corporate hospitals in Hyderabad city of Telangana state.
Table 4.11
Distribution of respondent staff members and their opinions of respondent staff
members in select corporate hospitals in Hyderabad city of Telangana State.
Name of Society’s respect towards vocation of hospital staff Total
the Very Partly Moderatel Partly Very
Hospital Respectful Respectful y Disrespectful Disrespectful
Sunshine 13 (65) 3 (15) 2 (10) 1 (5) 1 (5) 20 (20)
Yashoda 12 (60) 4 (20) 2 (10) 1 (5) 1 (5) 20 (20)
KIMS 15 (75) 2 (10) 2 (10) 1 (10) 0 (0) 20 (20)
Care 14 (70) 3 (15) 2 (10) 1 (10) 0 (0) 20 (20)
AGG 12 (60) 2 (10) 3 (15) 2 (10) 1 (5) 20 (20)
Total 66 (66) 14 (14) 11 (11) 6 (6) 3 (3) 100
Source: Field Survey

Table 4.11 reveals the distribution of respondent staff members and their
opinions on society’s respect towards the vocation of hospital staff of select sample
corporate hospitals in Hyderabad city of Telangana state. It is understood from the
table above that, majority of the staff members (66 out of 100) of select sample
corporate hospitals have opined that the society’s respect towards vocation of hospital
staff could very respectful, followed by 14 staff members have opined that the
society’s respect could partly respectful, 11 staff members have opined that the
society’s respect towards them could moderate, six staff members have opined that
the society’s respect could partly disrespectful and the least number of staff members

74
only three have opined that the society’s respect towards them could be very
disrespectful.

Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who have opined that the society’s respect towards their vocation are found with
KIMS hospital and the least are found with Yashoda and Aware Gleneagles Global
hospitals together.

Ho: There is no significant difference between the opinions of staff members on

the society’s respect towards their vocation among different select sample
corporate hospitals

Table 4.11A - Chi-Square Tests Results for the staff members opinions
Value Degree of Asymp. Sig. (2-sided)
freedom
a
Pearson Chi-Square 4.545 16 .998
Likelihood Ratio 5.486 16 .993
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.11A that the P-Value of Chi-Square 0.998 is
more than the 0.05 percent significance level. Hence, the null hypothesis accepted and
it is concluded that there is no significant difference between the opinions of staff
members on the society’s respect towards the vocation of hospital staff among
different select sample corporate hospitals in Hyderabad city of Telangana state.
Table 4.12
Distribution of respondent staff members and their opinions of respondent staff
members in select corporate hospitals in Hyderabad city of Telangana State
Current societal status of medical staff
Name of the Total
(in Percentage)
Hospital
Below 25 26 – 50 51 – 75 76 - 100
Sunshine 3 (15) 4 (20) 4 (20) 9 (45) 20 (20)
Yashoda 2 (10) 4 (20) 6 (30) 8 (40) 20 (20)
KIMS 4 (20) 2 (10) 3 (15) 11 (55) 20 (20)
Care 2 (10) 3 (15) 5 (30) 10 (50) 20 (20)
AGG 3 (15) 2 (10) 4 (20) 11 (55) 20 (20)
Total 14 (14) 15 (15) 22 (22) 49 (49) 100
Source: Field Survey

75
 Table 4.12 depicts the distribution of respondent staff members and their
opinions on the current societal status of medical staff of select sample corporate
hospitals in Hyderabad city of Telangana state. It is understood from the table above
that, majority of the staff members (49 out of 100) of select sample corporate
hospitals have opined that the 76 – 100 percent current societal status of medical staff,
followed by 22 staff members have responded that the ranging from 51 – 75 percent,
15 staff members have opined that ranging from 26 – 50 percent and the least number
of staff members only 14 have opined that below 25 percent.

Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who have opined that the 76 – 100 percent current societal status towards medical
staff are found with KIMS hospital and Aware Gleneagles Global hospitals together
and the least are found with the Yashoda hospital.

Ho: There is no significant difference between the opinions of staff members on

the current societal status towards the medical staff among different select
sample corporate hospitals

Table 4.12A - Chi-Square Tests Results for the staff gender details
Value Degree of Asymp. Sig. (2-sided)
freedom
a
Pearson Chi-Square 4.209 12 .979
Likelihood Ratio 4.233 12 .979
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.12A that the P-Value of Chi-Square 0.979 is
more than the 0.05 percent significance level. Hence, the null hypothesis accepted and
it is concluded that there is no significant difference between the opinions of staff
members towards the current societal status of medical staff among different select
sample corporate hospitals in Hyderabad city of Telangana state.

76
 Table 4.13
Distribution of respondent staff members and their opinions of respondent staff
members in select corporate hospitals in Hyderabad city of Telangana State.
Degree of patient’s trust towards hospital staff Total
Name of the Hospital
Very High A bit high Moderate A bit bad Very bad
Sunshine 13 (65) 4 (20) 2 (10) 1 (5) 0 (0) 20 (20)
Yashoda 13 (65) 4 (20) 2 (10) 1 (5) 0 (0) 20 (20)
KIMS 15 (75) 2 (10) 2 (10) 1 (5) 0 (0) 20 (20)
Care 14 (70) 3 (15) 2 (10) 1 (5) 0 (0) 20 (20)
AGG 14 (70) 2 (10) 3 (15) 1 (5) 0 (0) 20 (20)
Total 69 (69) 15 (15) 11 (11) 5 (5) 0 (0) 100
Source: Field Survey

Table 4.13 explains the distribution of respondent staff members and their
opinions on degree of patient’s trust towards hospital staff of select sample corporate
hospitals in Hyderabad city of Telangana state. It is understood from the table above
that, majority of the staff members (69 out of 100) of select sample corporate
hospitals have opined that the degree of patient’s trust towards the hospitals staff
could be very high, followed by 15 staff members have opined that the degree of
patient’s trust towards the hospital staff could be a bit high, 11 staff members have
opined that the degree of patient’s trust towards the hospital staff could be moderate,
five staff members have responded that the degree of patient’s trust towards the
hospital staff could be a bit bad and none of the staff members have opined that the
degree of patient’s trust towards the hospital staff could be a very bad.
Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who have responded that the degree of patient’s trust towards the hospital staff could
be very high are found with KIMS hospital and the least are found with the Sunshine
and Yashoda hospitals together.

Ho: There is no significant difference between the opinions of the staff members
on degree of patient’s trust towards the hospital staff among different select
sample corporate hospitals
Table 4.13A - Chi-Square Tests Results for the opinions of staff members
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 1.900a 12 1.000
Likelihood Ratio 1.897 12 1.000
N of Valid Cases 100
Source: SPSS generated

77
 It is evident from the table 4.13A that the P-Value of Chi-Square 1.000 is
more than the 0.05 percent significance level. Hence, the null hypothesis accepted and
it is concluded that there is no significant difference between the opinions of staff
members on the degree of patient’s trust towards the hospital staff among different
select sample corporate hospitals in Hyderabad city of Telangana state.
Table 4.14
Distribution of respondent staff members and their opinions of respondent staff
members in select corporate hospitals in Hyderabad city of Telangana State.
Current Doctor-Patient relationship Total
Name of the Hospital
Very Good A bit high Moderate A bit bad Very bad
Sunshine 10 (50) 4 (20) 3 (15) 1 (5) 2 (10) 20 (20)
Yashoda 11 (55) 4 (20) 2 (10) 2 (10) 1 (5) 20 (20)
KIMS 13 (65) 2 (10) 2 (10) 2 (10) 1 (5) 20 (20)
Care 13 (65) 3 (15) 2 (10) 1 (5) 1 (5) 20 (20)
AGG 11 (55) 2 (10) 3 (15) 2 (10) 2 (10) 20 (20)
Total 58 (58) 15 (15) 12 (12) 8 (8) 7 (7) 100
Source: Field Survey

Table 4.14 depicts the distribution of respondent staff members and their
opinions on current doctor-patient relationship of select sample corporate hospitals in
Hyderabad city of Telangana state. It is understood from the table above that, majority
of the staff members (58 out of 100) of select sample corporate hospitals have
responded that the current doctor-patient relationship is very good, followed by 15
staff members have responded that the current doctor-patient relationship is a bit high,
12 staff members have opined that the current doctor-patient relationship is moderate,
eight staff members have opined that the current doctor-patient relationship is a bit
bad and seven staff members have opined that the current doctor-patient relationship
is very bad.

Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who have opined that the current doctor-patient relationship is very high are found
with KIMS and Care hospitals together and the least are found with the Sunshine
hospital.

Ho: There is no significant difference between the opinions of staff the members
on the current doctor-patient relationship among different select sample
corporate hospitals

78
 Table 4.14A - Chi-Square Tests Results for the opinions of staff members
Value Degree of Asymp. Sig. (2-sided)
freedom
Pearson Chi-Square 4.061a 16 .999
Likelihood Ratio 4.101 16 .999
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.14A that the P-Value of Chi-Square 0.999 is
more than the 0.05 percent significance level. Hence, the null hypothesis accepted and
it is concluded that there is no significant difference between the opinions of staff
members on the current doctor-patient relationship among different select sample
corporate hospitals in Hyderabad city of Telangana state.
Table 4.15
Distribution of respondent staff members and their opinions of respondent staff
members in select corporate hospitals in Hyderabad city of Telangana State.
Name of the Any violence from patients Total
Physical
Hospital Insult
Violence
Both Never
Sunshine 1 (5) 0 (0) 0 (0) 19 (95) 20 (20)
Yashoda 0 (0) 0 (0) 0 (0) 20 (100) 20 (20)
KIMS 0 (0) 0 (0) 0 (0) 20 (100) 20 (20)
Care 0 (0) 0 (0) 0 (0) 20 (100) 20 (20)
AGG 1 (5) 1 (5) 1 (5) 17 (85) 20 (20)
Total 2 (2) 1 (1) 1 (1) 96 (96) 100
Source: Field Survey

Table 4.15 depicts the distribution of respondent staff members and their
opinions on the violence from patients of select sample corporate hospitals in
Hyderabad city of Telangana state. It is understood from the table above that, majority
of the staff members (96 out of 100) of select sample corporate hospitals have opined
that they never experienced any violence from patients, followed by two staff
members have opined that they have experienced the insult from patients, and an
equal number of staff members one from each that they got insulted and physical
violence from patients.

Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who have opined that they never experienced any violence from the patients are found

79
with Yashoda, KIMS and Care hospitals together and the least are found with the
Aware Gleneagles Global hospital.

Ho: There is no significant difference between the opinions of staff members on

the violence from patients among different select sample corporate hospitals

Table 4.15A - Chi-Square Tests Results for the opinions of the staff members
Value Degree of Asymp. Sig. (2-sided)
freedom
a
Pearson Chi-Square 11.354 12 .499
Likelihood Ratio 10.466 12 .575
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.15A that the P-Value of Chi-Square 0.499 is
more than the 0.05 percent significance level. Hence, the null hypothesis accepted and
it is concluded that there is no significant difference between the opinions of staff
members on the violence from patients among different select sample corporate
hospitals in Hyderabad city of Telangana state.
Table 4.16
Distribution of respondent staff members and their opinions of respondent staff
members in select corporate hospitals in Hyderabad city of Telangana State.
Name of the Patients feel on the services of staff
Very Partly Partly Very Total
Hospital Satisfied Satisfied
Moderately
Dissatisfied Dissatisfied
Sunshine 13 (65) 4 (20) 2 (10) 1 (5) 0 (0) 20 (20)
Yashoda 12 (60) 5 (25) 2 (10) 1 (5) 0 (0) 20 (20)
KIMS 15 (75) 2 (10) 2 (10) 1 (5) 0 (0) 20 (20)
Care 14 (70) 3 (15) 2 (10) 1 (5) 0 (0) 20 (20)
AGG 15 (75) 2 (10) 2 (10) 1 (5) 0 (0) 20 (20)
Total 69 (69) 16 (16) 10 (10) 5 (5) 0 (0) 100
Source: Field Survey

Table 4.16 describes the distribution of respondent staff members and their
opinions on patients feel towards the services of staff of select sample corporate
hospitals in Hyderabad city of Telangana state. It is understood from the table above
that, majority of the staff members (69 out of 100) of select sample corporate
hospitals have opined that the patients feel towards the services of staff is very
satisfied, followed by 16 staff members have opined that the patients feel towards the
services of staff was partly satisfied, 10 staff members have opined that the patients
feel towards the services of staff was partly satisfied, five staff members have opined

80
that the patients feel towards the services of staff was partly dissatisfied and the none
of the patient was very dissatisfied towards the services of staff.

Form the above table one can infer that, majority of the staff members among
the select sample corporate hospitals in Hyderabad city of Telangana state of those
who opined that the patients feel towards the services of staff was very satisfied are
found with KIMS hospital and Aware Gleneagles Global hospitals together and the
least are found with the Yashoda hospital.

Ho: There is no significant difference between the opinions of the staff members
on the patients feel towards the services of staff among different select sample
corporate hospitals

Table 4.16A - Chi-Square Tests Results for the opinions of the staff members
Value Degree of Asymp. Sig. (2-sided)
freedom
a
Pearson Chi-Square 2.618 12 .998
Likelihood Ratio 2.600 12 .998
N of Valid Cases 100
Source: SPSS generated

It is evident from the table 4.16A that the P-Value of Chi-Square 0.998 is
more than the 0.05 percent significance level. Hence, the null hypothesis accepted and
it is concluded that there is significant difference between the opinions of staff
members on the patients feel towards the services of staff among different select
sample corporate hospitals in Hyderabad city of Telangana state.

 Conclusive Results of Work Environment:

The conclusive results of the above discussed demographic variables
are arranged at a glance in the below table.

S.N
PARAMETER HYPOTHESIS RESULTS
O
There is no significant difference
between the opinions of the respondent Accepted
1 Patients respect
Staff members on the patients respect P=0.998>0.05
towards them
2 Societal respect There is no significant difference Accepted
over Vocation between the opinions of the respondent P=0.971>0.05
staff members on the societal respect

81
 towards their vocation
There is no significant difference
Current societal between the opinions of the respondent Accepted
3
status staff members towards the current P=0.979>0.05
societal status towards the medical staff
There is no significant difference
between the opinions of the respondent Accepted
4 Patients trust
staff members towards the patients trust P=1.000>0.05
on them
There is no significant difference
Doctor-Patient between the opinions of the respondent Accepted
5
relationship staff members towards the current P=0.999>0.05
doctor-patient relationship
There is no significant difference
Violence from between the opinions of the respondent Accepted
6
patients male staff members towards the P=0.499>0.05
violence from patients
There is no significant difference
Patients between the opinions of the respondent Accepted
7
satisfaction staff members towards the patients P=0.998>0.05
satisfaction on them

The conclusive results of demographic results one can deduce that all the
variables called patients respect, societal respect towards the staff members, current
societal status of the medical staff, patients trust towards the staff members, current
doctor-patient relationship, Violence form patients on staff members and patients
satisfaction towards the staff members of the respondent staff members of the select
corporate hospitals in Hyderabad city of Telangana state are dependent as their
respective null hypothesis (H0) are accepted.

82
WORK AND FAMILY:
The GAP scores of relating to the personal feelings on the Work and Family of
the staff members with regard to their work environment of select corporate hospitals
in Hyderabad city of Telangana state are tested here. The results of the different
variables are as follows;
Table 4.17
Distribution of opinion of respondent staff members on work environment in
Sunshine hospital in Hyderabad city of Telangana State
S.N P E (P – E)
Variables
O Score Score Score
My work prevents me from participating in
1 2.214 3.429 -1.215
family activities more than I think
The time I spent at work inevitably affects my
2 2.143 3.286 -1.143
time at home
I often miss family activities because I have to
3 2.286 3.571 -1.285
spend time on work
I cannot solve my family problem using the way
4 2.214 3.429 -1.215
which I use to solve my work problem
When I solve my family problem using the way
5 2.286 3.571 -1.285
which I use to solve my work problem
When I solve my family problem using the way
which I use to solve my work problem, the result
6 2.250 3.500 -1.250
will always turn out to be just opposite of my
wish
The way I do my job perfectly does not help me
7 2.286 3.571 -1.285
to be a good parent of spouse
I am always too tired to participate in family
8 2.357 3.714 -1.357
activities after work
I always feel exhausted after work, which
9 2.321 3.643 -1.322
prevents me from contributing to the home
Sometimes, I don’t want to do what I like when I
10 2.250 3.500 -1.250
return home because of pressures in work
MEAN 2.261 3.521 -1.260
Standard Deviation 0.061 0.121 0.061
Source: Field Survey

Table 4.17 describes the distribution of GAP scores between the perceptions
and the expectations of the respondent staff members of the Sunshine Hospital on the
different variables of ‘WORK and FAMILY’ among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was an overall negative gap of -1.260 between the expected score of 3.521 and the
2.261 of perceived score of the respondent staff members of the Sunshine Hospital in
Hyderabad city of Telangana state.

83
 From the foregoing analysis one can infer that the respondent staff members of
the Sunshine hospital have expected more that they may be always too tired to
participate in family activities after work. Whereas the perceptions of the same
variable are less than what they have expected, hence the gap also very less as -1.357
which means that the staffs of hospitals are not in a position too tired to participate in
their family activities after their professional work. But, there was a huge gap of
-1.143 between the expectations and the perceptions of respondent staff members of
the said hospital that the time spent at work inevitably affects the time at home. The
standard deviation of the above discussed score values reveals the there is a less
deviation of 0.061 which means that there was less deviations in perceptions and
expectations of the staff members of the hospital.
Paired Samples t-test Results:
To know the differences of population means, correlation between the P-
Scores and E-Scores, association of attributes and the statistical significance of
different variables of the WORK and FAMILY among the respondent staff members
of Sunshine corporate hospital in Hyderabad city of Telangana state the paired t-test
has applied and the results are presented below.

Table 4.17A – Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

2.2607
P – Score 10 .060804 .019228
Pair 0
1 3.5214
E – Score 10 .121411 .038394
0

Source: SPSS generated

From the table 4.17A it is evident that the expected scores are little more when
compared to the perceived scores of respondent staff members of sunshine hospital
and the standard deviation also confirming the same.
H0: There is no significance difference between the Perceptions and the
Expectations of the respondent staff members of Sunshine hospital on the
WORK and FAMILY
Table 4.17B – Paired Samples Correlations
N Correlation Sig.

84
 Pair 1
P – Score & E – Score 1.000 .000
1 0

Source: SPSS generated

From the table 4.17B it is evident that there is high positive correlation
(P=1.000) between the perceptions and the expectations of the staff members of
Sunshine hospital with regard to the WORK and FAMILY.
Table 4.17C – Paired Samples Test
Paired Differences
Sig.
95% Confidence
Std. t df (2-
Pair 1 Std. Error Interval of the
Mean Deviatio tailed)
Mean Difference
n
Lower Upper
P Score –
-1.260700 .060610 .019167 -1.304058 -1.217342 -65.776 9 .000
E Score
Source: SPSS generated
From the above table 4.17C it is statistical evident that the P-Value of paired
samples correlations is less than alpha at the 0.05 percent significance level. Thus, the
null hypothesis (Ho) is rejected. Hence, it is concluded that there is a significant
difference between the perceived and expected scores of Sunshine hospital staff
members with regard to WORK and FAMILY.
Table 4.18: Distribution of opinion of respondent staff members on work
environment in Yashoda hospital in Hyderabad city of Telangana State
S.N P E (P – E)
Variables
O Score Score Score
My work prevents me from participating in
1 2.321 3.643 -1.321
family activities more than I think
The time I spent at work inevitably affects my
2 2.393 3.786 -1.393
time at home
I often miss family activities because I have to
3 2.321 3.643 -1.321
spend time on work
I cannot solve my family problem using the way
4 2.357 3.714 -1.357
which I use to solve my work problem
When I solve my family problem using the way
5 2.429 3.857 -1.429
which I use to solve my work problem
When I solve my family problem using the way
which I use to solve my work problem, the result
6 2.250 3.500 -1.250
will always turn out to be just opposite of my
wish
The way I do my job perfectly does not help me
7 2.464 3.929 -1.464
to be a good parent of spouse
I am always too tired to participate in family
8 2.393 3.786 -1.393
activities after work
I always feel exhausted after work, which
9 2.357 3.714 -1.357
prevents me from contributing to the home

85
 Sometimes, I don’t want to do what I like when I
10 2.429 3.587 -1.429
return home because of pressures in work
MEAN 2.371 3.716 -1.371
Standard Deviation 0.064 0.129 0.064
Source: Field Survey

Table 4.18 depicts the distribution of GAP scores between the perceptions and
the expectations of the respondent staff members of the Yashoda Hospital on the
different variables of ‘WORK and FAMILY’ among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was an overall negative gap of -1.371 between the expected score of 3.716 and the
2.371 of perceived score of the respondent staff members of the Yashoda Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent staff members of
the Yashoda hospital have expected more that the way they do their job perfectly does
not help them to be a good parent of spouse. Whereas the perceptions of the same
variable are less than what they have expected, hence the gap also very less as -1.464
which means that the staffs of hospitals are in a position to be a good parent of their
spouse due to their professional work. But, there was a huge gap of -1.250 between
the expectations and the perceptions of respondent staff members of the said hospital
that the when they solve their family problem using the way which they use to solve
their work problem, the result will always turn out to be just opposite of their wish.
The standard deviation of the above discussed score values reveals the there is a less
deviation of 0.064 which means that there was less deviations in perceptions and
expectations of the staff members of the hospital.
Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the WORK and FAMILY among the respondent staff members
of Yashoda corporate hospital in Hyderabad city of Telangana state the paired t-test
has applied and the results are presented below.

Table 4.18A – Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

86
 2.3714
P – Score 10 .063575 .020104
Pair 0
1 3.7159
E – Score 10 .128674 .040690
0

Source: SPSS generated

From the table 4.18A it is evident that the expected scores are little more when
compared to the perceived scores of respondent staff members of Yashoda hospital
and the standard deviation also confirming the same.
H0: There is no significance difference between the Perceptions and the
Expectations of the respondent staff members of Yashoda hospital on the
WORK and FAMILY
Table 4.18B – Paired Samples Correlations
N Correlation Sig.

Pair 1
P – Score & E – Score .775 .008
1 0

Source: SPSS generated

From the table 4.18B it is evident that there is positive correlation (P=0.775)
between the perceptions and the expectations of the staff members of Yashoda
hospital with regard to the WORK and FAMILY.

Table 4.18C – Paired Samples Test

Paired Differences
Sig.
95% Confidence
Std. T df (2-
Pair 1 Std. Error Interval of the
Mean Deviatio tailed)
Mean Difference
n
Lower Upper
P Score –
-1.344500 .088966 .028134 -1.408142 -1.280858 -47.790 9 .000
E Score

Source: SPSS generated

From the above table 4.18C it is statistical evident that the P-Value of paired
samples correlations is less than alpha at the 0.05 percent significance level. Thus, the
null hypothesis (Ho) is rejected. Hence, it is concluded that there is a significant
difference between the perceived and expected scores of Yashoda hospital staff
members with regard to WORK and FAMILY.

87
 Table 4.19
Distribution of opinion of respondent staff members on work environment in
KIMS hospital in Hyderabad city of Telangana State
S.N P E (P – E)
Variables
O Score Score Score
My work prevents me from participating in
1 2.036 3.071 -1.036
family activities more than I think
The time I spent at work inevitably affects my
2 2.321 3.643 -1.321
time at home
I often miss family activities because I have to
3 2.321 3.646 -1.321
spend time on work
I cannot solve my family problem using the way
4 2.393 3.786 -1.393
which I use to solve my work problem
When I solve my family problem using the way
5 2.429 3.587 -1.429
which I use to solve my work problem
When I solve my family problem using the way
which I use to solve my work problem, the result
6 2.393 3.786 -1.393
will always turn out to be just opposite of my
wish
The way I do my job perfectly does not help me
7 2.250 3.500 -1.250
to be a good parent of spouse
I am always too tired to participate in family
8 2.429 3.857 -1.429
activities after work
I always feel exhausted after work, which
9 2.464 3.929 -1.464
prevents me from contributing to the home
Sometimes, I don’t want to do what I like when I
10 2.500 4.000 -1.500
return home because of pressures in work
MEAN 2.354 3.681 -1.354
Standard Deviation 0.134 0.265 0.134
Source: Field Survey

Table 4.19 reveals the distribution of GAP scores between the perceptions and
the expectations of the respondent staff members of the KIMS Hospital on the
different variables of ‘WORK and FAMILY’ among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was an overall negative gap of -1.354 between the expected score of 3.681 and the

88
2.354 of perceived score of the respondent staff members of the KIMS Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent staff members of
the KIMS hospital have expected more that sometimes, they don’t want to do what
they like when they return home because of pressures in work. Whereas the
perceptions of the same variable are less than what they have expected, hence the gap
also very less as -1.500 which means that the staffs of hospitals sometimes, they don’t
want to do what they like when they return home because of pressures in work
professional work. But, there was a huge gap of -1.036 between the expectations and
the perceptions of respondent staff members of the said hospital that their work
prevented them from participating in family activities more than they think. The
standard deviation of the above discussed score values reveals the there is a less
deviation of 0.134 which means that there was less deviations in perceptions and
expectations of the staff members of the hospital.
Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the WORK and FAMILY among the respondent staff members
of KIMS hospital in Hyderabad city of Telangana state the paired t-test has applied
and the results are presented below.

Table 4.19A – Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

2.3536
P – Score 10 .134091 .042403
Pair 0
1 3.6805
E – Score 10 .265106 .083834
1

Source: SPSS generated

From the table 4.19A it is evident that the expected scores are little more when
compared to the perceived scores of respondent staff members of KIMS hospital and
the standard deviation also confirming the same.

89
 H0: There is no significance difference between the Perceptions and the
Expectations of the respondent staff members of KIMS hospital on the WORK
and FAMILY
Table 4.19B – Paired Samples Correlations
N Correlation Sig.

Pair 1
P – Score & E – Score .948 .000
1 0

Source: SPSS generated

From the table 4.19B it is evident that there is high positive correlation
(P=0.948) between the perceptions and the expectations of the staff members of
KIMS hospital with regard to the WORK and FAMILY.

Table 4.19C – Paired Samples Test

Paired Differences
Sig.
95% Confidence
Std. T df (2-
Pair 1 Std. Error Interval of the
Mean Deviatio tailed)
Mean Difference
n
Lower Upper
P Score –
-1.326910 .144380 .045657 -1.430193 -1.223627 -29.063 9 .000
E Score

Source: SPSS generated

From the above table 4.19C it is statistical evident that the P-Value of paired
samples correlations is less than alpha at the 0.05 percent significance level. Thus, the
null hypothesis (Ho) is rejected. Hence, it is concluded that there is a significant
difference between the perceived and expected scores of KIMS hospital staff
members with regard to WORK and FAMILY.

Table 4.20
Distribution of opinion of respondent staff members on work environment in
Care hospital in Hyderabad city of Telangana State
S.N P E (P – E)
Variables
O Score Score Score
My work prevents me from participating in
1 2.293 3.786 -1.393
family activities more than I think
The time I spent at work inevitably affects my
2 2.464 3.929 -1.464
time at home
I often miss family activities because I have to
3 2.429 3.857 -1.429
spend time on work
4 I cannot solve my family problem using the way 2.500 4.000 -1.500

90
 which I use to solve my work problem
When I solve my family problem using the way
5 2.500 4.000 -1.500
which I use to solve my work problem
When I solve my family problem using the way
which I use to solve my work problem, the result
6 2.393 3.786 -1.393
will always turn out to be just opposite of my
wish
The way I do my job perfectly does not help me
7 2.429 3.857 -1.429
to be a good parent of spouse
I am always too tired to participate in family
8 2.429 3.857 -1.429
activities after work
I always feel exhausted after work, which
9 2.464 3.929 1.464
prevents me from contributing to the home
Sometimes, I don’t want to do what I like when I
10 2.429 3.857 -1.429
return home because of pressures in work
MEAN 2.433 3.886 -1.150
Standard Deviation 0.060 0.077 0.919
Source: Field Survey

Table 4.20 depicts the distribution of GAP scores between the perceptions and
the expectations of the respondent staff members of the Care Hospital on the different
variables of ‘WORK and FAMILY’ among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was an overall negative gap of -1.150 between the expected score of 3.886 and the
2.433 of perceived score of the respondent staff members of the Care Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent staff members of
the Care hospital have expected more that they cannot solve their family problem
using the way which they use to solve their work problem. Whereas the perceptions of
the same variable are less than what they have expected, hence the gap also very less
as -1.500 which means that the staffs of hospitals they cannot solve their family
problem using the way which they use to solve their work problem. But, there was a
huge gap of -1.393 between the expectations and the perceptions of respondent staff
members of the said hospital that their work prevented them from participating in
family activities more than they think. The standard deviation of the above discussed
score values reveals the there is a less deviation of 0.919 which means that there was
less deviations in perceptions and expectations of the staff members of the hospital.
Paired Samples t-test Results:

91
 To know the differences of population means, correlation between the P-
Scores and E-Scores, association of attributes and the statistical significance of
different variables of the WORK and FAMILY among the respondent staff members
of Care hospital in Hyderabad city of Telangana state the paired t-test has applied and
the results are presented below.

Table 4.20A – Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

2.4330
P – Score 10 .059781 .018904
Pair 0
1 3.8858
E – Score 10 .076778 .024279
0

Source: SPSS generated

From the table 4.20A it is evident that the expected scores are little more when
compared to the perceived scores of respondent staff members of Care hospital and
the standard deviation also confirming the same.
H0: There is no significance difference between the Perceptions and the
Expectations of the respondent staff members of Care hospital on the WORK
and FAMILY
Table 4.20B – Paired Samples Correlations
N Correlation Sig.

Pair 1
P – Score & E – Score .881 .001
1 0

Source: SPSS generated

From the table 4.20B it is evident that there is high positive correlation
(P=0.881) between the perceptions and the expectations of the staff members of Care
hospital with regard to the WORK and FAMILY.
Table 4.20C – Paired Samples Test
Paired Differences
Sig.
95% Confidence
Std. T df (2-
Pair 1 Std. Error Interval of the
Mean Deviatio tailed)
Mean Difference
n
Lower Upper
P Score –
-1.452800 .037127 .011741 -1.479359 -1.426241 -123.742 9 .000
E Score
Source: SPSS generated

92
 From the above table 4.20C it is statistical evident that the P-Value of paired
samples correlations is less than alpha at the 0.05 percent significance level. Thus, the
null hypothesis (Ho) is rejected. Hence, it is concluded that there is a significant
difference between the perceived and expected scores of Care hospital staff members
with regard to WORK and FAMILY.

Table 4.21: Distribution of opinion of respondent staff members on work

environment in AGG hospital in Hyderabad city of Telangana State
S.N P E (P – E)
Variables
O Score Score Score
My work prevents me from participating in
1 2.464 3.929 -1.464
family activities more than I think
The time I spent at work inevitably affects my
2 2.500 4.000 -1.500
time at home
I often miss family activities because I have to
3 2.393 3.786 -1.393
spend time on work
I cannot solve my family problem using the way
4 2.357 3.714 -1.357
which I use to solve my work problem
When I solve my family problem using the way
5 2.429 3.857 -1.429
which I use to solve my work problem
When I solve my family problem using the way
which I use to solve my work problem, the result
6 2.393 3.786 -1.393
will always turn out to be just opposite of my
wish
The way I do my job perfectly does not help me
7 2.393 3.786 -1.393
to be a good parent of spouse
I am always too tired to participate in family
8 2.357 3.714 -1.357
activities after work
I always feel exhausted after work, which
9 2.464 3.929 -1.464
prevents me from contributing to the home
Sometimes, I don’t want to do what I like when I
10 2.429 3.857 -1.429
return home because of pressures in work
MEAN 2.418 3.836 -1.418
Standard Deviation 0.048 0.096 0.048
Source: Field Survey

93
 Table 4.21 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent staff members of the AGG Hospital on the
different variables of ‘WORK and FAMILY’ among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was an overall negative gap of -1.418 between the expected score of 3.836 and the
2.418 of perceived score of the respondent staff members of the AGG Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent staff members of
the AGG hospital have expected more that the time they spent at work inevitably
affects their time at home. Whereas the perceptions of the same variable are less than
what they have expected, hence the gap also very less as -1.500 which means that the
staffs of hospitals are not in a position to the time they spent at work inevitably affects
their time at home. But, there was a huge gap of -1.357 between the expectations and
the perceptions of respondent staff members of the said hospital that they cannot solve
their family problem using the way which they use to solve their work problem and
they have always too tired to participate in family activities after work. The standard
deviation of the above discussed score values reveals the there is a less deviation of
0.048 which means that there was less deviations in perceptions and expectations of
the staff members of the hospital.
Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the WORK and FAMILY among the respondent staff members
of AGG hospital in Hyderabad city of Telangana state the paired t-test has applied and
the results are presented below.

Table 4.21A – Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

2.4179
P – Score 10 .047743 .015098
Pair 0
1 3.8358
E – Score 10 .095652 .030248
0

Source: SPSS generated

94
 From the table 4.21A it is evident that the expected scores are little more when
compared to the perceived scores of respondent staff members of AGG hospital and
the standard deviation also confirming the same.
H0: There is no significance difference between the Perceptions and the
Expectations of the respondent staff members of AGG hospital on the WORK
and FAMILY
Table 4.21B – Paired Samples Correlations
N Correlation Sig.

Pair 1
P – Score & E – Score 1.000 .000
1 0

Source: SPSS generated

From the table 4.21B it is evident that there is high positive correlation
(P=1.000) between the perceptions and the expectations of the staff members of AGG
hospital with regard to the WORK and FAMILY.

Table 4.21C – Paired Samples Test

Paired Differences
Sig.
95% Confidence
Std. t df (2-
Pair 1 Std. Error Interval of the
Mean Deviatio tailed)
Mean Difference
n
Lower Upper
P Score –
-1.417900 .047911 .015151 -1.452173 -1.383627 -93.587 9 .000
E Score

Source: SPSS generated

From the above table 4.21C it is statistical evident that the P-Value of paired
samples correlations is less than alpha at the 0.05 percent significance level. Thus, the
null hypothesis (Ho) is rejected. Hence, it is concluded that there is a significant
difference between the perceived and expected scores of AGG hospital staff members
with regard to WORK and FAMILY.

95
WORK FEELINGS:
The personal feelings of the staff members as a part of their work environment of
select corporate hospitals in Hyderabad city of Telangana state are tested here. The results
of the different variables are as follows;
Table 4.22
Distribution of opinion of respondent staff members on work feelings in
Sunshine hospital in Hyderabad city of Telangana State
P E (P – E)
S.NO Variables
Score Score Score
1 For me Work is learning and growing process 2.107 3.214 -1.393
My knowledge and skills are gradually improving
2 2.036 3.071 -1.036
through work
In my work, I try something and find out my own
3 2.357 3.714 -1.357
potential capacity
4 My current job does not help my personal growth 2.286 3.571 -1.286
5 I am very satisfied with my colleagues in the hospital 2.214 3.429 -1.214
I am very satisfied with the salary, promotion in the
6 2.393 3.786 -1.393
hospital
I am very satisfied with the hospital environment and
7 2.393 3.786 -1.393
equipment
8 I am very satisfied with my current job 2.357 3.714 -1.357
9 In general, I have a lot of work pressure 2.464 3.929 -1.464
10 In general, I feel the work tension is high 2.429 3.857 -1.429

96
 I cannot sleep easily because of my work and I feel
11 2.393 3.786 -1.393
nervous
12 I always want to leave this hospital 2.464 3.929 -1.464
13 I am full of energy in the work 2.429 3.857 -1.429
14 I think my job is motivated and meaningful 2.429 3.857 -1.429
15 When I work, I feel strong and energetic 2.464 3.929 -1.464
16 I am passionate about my work 2.429 3.857 -1.429
17 I will forget everything around me when I work. 2.464 3.929 -1.464
18 Work inspires me 2.429 3.857 -1.429
19 I will feel happy when I work intensively 2.357 3.714 -1.357
20 I feel proud of my job 2.286 3.571 -1.286
21 I am immersed in my work 2.467 3.929 -1.464
22 I can work continuously for a long time 2.500 4.000 -1.500
23 My job is challenging 2.357 3.714 -1.357
24 I work selflessly 2.464 3.929 -1.464
25 When I work, I can recover quickly even if I am tired 2.500 4.000 -1.500
26 I can always persevere even if the work does not go well 2.393 3.786 -1.393
MEAN 2.422 3.843 -1.421
Standard Deviation 0.071 0.142 0.071
Source: Field Survey

Table 4.22 describes the distribution of GAP scores between the perceptions
and the expectations of the respondent staff members of the Sunshine Hospital on the
different variables of ‘WORK FEELINGS’ among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was an overall negative gap of -1.421 between the expected score of 3.843 and the
2.422 of perceived score of the respondent staff members of the Sunshine Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent staff members of
the Sunshine hospital have expected more that they can work continuously for a long
time and when they work, they can recover quickly even if they have tired. Whereas
the perceptions of the same variable are less than what they have expected, hence the
gap also very less as -1.500 which means that the staffs of hospitals they can work
continuously for a long time and when they work, they can recover quickly even if
they have tired. But, there was a huge gap of -1.036 between the expectations and the
perceptions of respondent staff members of the said hospital that their knowledge and
skills are gradually improving through work. The standard deviation of the above
discussed score values reveals the there is a less deviation of 0.071 which means that
there was less deviations in perceptions and expectations of the staff members of the
hospital.

97
 Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the WORK FEELINGS among the respondent staff members of
Sunshine hospital in Hyderabad city of Telangana state the paired t-test has applied
and the results are presented below.

Table 4.22A – Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

2.3792
P – Score 26 .113934 .022344
Pair 7
1 3.7582
E – Score 26 .227907 .044696
7

Source: SPSS generated

From the table 4.22A it is evident that the expected scores are little more when
compared to the perceived scores of respondent staff members of sunshine hospital
and the standard deviation also confirming the same.
H0: There is no significance difference between the Perceptions and the
Expectations of the respondent staff members of Sunshine hospital on the
WORK FEELINGS
Table 4.22B – Paired Samples Correlations
N Correlation Sig.

Pair 2
P – Score & E – Score 1.000 .000
1 6

Source: SPSS generated

From the table 4.22B it is evident that there is high positive correlation
(P=1.000) between the perceptions and the expectations of the staff members of
Sunshine hospital with regard to the WORK FEELINGS.

Table 4.22C – Paired Samples Test

Paired Differences
Sig.
95% Confidence
Std. t df (2-
Pair 1 Std. Error Interval of the
Mean Deviatio tailed)
Mean Difference
n
Lower Upper

98
P Score –
-1.379000 .113976 .022353 -1.425036 -1.332964 -61.693 25 .000
E Score

Source: SPSS generated

From the above table 4.22C it is statistical evident that the P-Value of paired
samples correlations is less than alpha at the 0.05 percent significance level. Thus, the
null hypothesis (Ho) is rejected. Hence, it is concluded that there is a significant
difference between the perceived and expected scores of Sunshine hospital staff
members with regard to WORK FEELINGS.

Table 4.23
Distribution of opinion of respondent staff members on work feelings in Yashoda
hospital in Hyderabad city of Telangana State
P E (P – E)
S.NO Variables
Score Score Score
1 For me Work is learning and growing process 2.393 3.786 -1.393
My knowledge and skills are gradually improving
2 2.429 3.857 -1.429
through work
In my work, I try something and find out my own
3 2.393 3.786 -1.393
potential capacity
4 My current job does not help my personal growth 2.357 3.714 -1.357
5 I am very satisfied with my colleagues in the hospital 2.393 3.786 -1.393
I am very satisfied with the salary, promotion in the
6 2.357 3.714 -1.357
hospital
I am very satisfied with the hospital environment and
7 2.429 3.857 -1.429
equipment
8 I am very satisfied with my current job 2.393 3.786 -1.393
9 In general, I have a lot of work pressure 2.143 3.286 -1.143
10 In general, I feel the work tension is high 2.429 3.857 -1.429
I cannot sleep easily because of my work and I feel
11 2.464 3.929 -1.464
nervous
12 I always want to leave this hospital 2.500 4.000 -1.500

99
13 I am full of energy in the work 2.464 3.929 -1.464
14 I think my job is motivated and meaningful 2.286 3.571 -1.286
15 When I work, I feel strong and energetic 2.359 3.714 -1.357
16 I am passionate about my work 2.393 3.786 -1.393
17 I will forget everything around me when I work. 2.357 3.714 -1.357
18 Work inspires me 2.393 3.786 -1.393
19 I will feel happy when I work intensively 2.500 4.000 -1.500
20 I feel proud of my job 2.500 4.000 -1.500
21 I am immersed in my work 2.464 3.929 -1.464
22 I can work continuously for a long time 2.464 3.929 -1.464
23 My job is challenging 2.464 3.929 -1.464
24 I work selflessly 2.500 4.000 -1.500
25 When I work, I can recover quickly even if I am tired 2.464 3.929 -1.464
26 I can always persevere even if the work does not go well 2.321 3.643 -1.321
MEAN 2.443 3.886 -1.443
Standard Deviation 0.063 0.127 0.063
Source: Field Survey

Table 4.23 describes the distribution of GAP scores between the perceptions
and the expectations of the respondent staff members of the Yashoda Hospital on the
different variables of ‘WORK FEELINGS’ among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was an overall negative gap of -1.443 between the expected score of 3.886 and the
2.443 of perceived score of the respondent staff members of the Yashoda Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent staff members of
the Yashoda hospital have expected more that they always want to leave the hospital,
they will feel happy when they work intensively, they feel proud of their job and they
work selflessly. Whereas the perceptions of the same variable are less than what they
have expected, hence the gap also very less as -1.500 which means that the staffs of
hospitals are not in a position to they always want to leave the hospital, they will feel
happy when they work intensively, they feel proud of their job and they work
selflessly. But, there was a huge gap of -1.143 between the expectations and the
perceptions of respondent staff members of the said hospital that in general, they have
a lot of work pressure. The standard deviation of the above discussed score values
reveals the there is a less deviation of 0.063 which means that there was less
deviations in perceptions and expectations of the staff members of the hospital.
Paired Samples t-test Results:

100
 To know the differences of population means, correlation between the P-
Scores and E-Scores, association of attributes and the statistical significance of
different variables of the WORK FEELINGS among the respondent staff members of
Yashoda corporate hospital in Hyderabad city of Telangana state the paired t-test has
applied and the results are presented below.

Table 4.23A – Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

2.4080
P – Score 26 .079556 .015602
Pair 4
1 3.7968
E – Score 26 .150860 .029586
1

Source: SPSS generated

From the table 4.23A it is evident that the expected scores are little more when
compared to the perceived scores of respondent staff members of Yashoda hospital
and the standard deviation also confirming the same.
H0: There is no significance difference between the Perceptions and the
Expectations of the respondent staff members of Yashoda hospital on the
WORK FEELINGS
Table 4.23B – Paired Samples Correlations
N Correlation Sig.

Pair 2
P – Score & E – Score .903 .000
1 6

Source: SPSS generated

From the table 4.22B it is evident that there is high positive correlation
(P=0.903) between the perceptions and the expectations of the staff members of
Yashoda hospital with regard to the WORK FEELINGS.

Table 4.23C – Paired Samples Test

Paired Differences
Sig.
95% Confidence
Std. t df (2-
Pair 1 Std. Error Interval of the
Mean Deviatio tailed)
Mean Difference
n
Lower Upper

101
P Score –
-1.388769 .086079 .016881 -1.423537 -1.354001 -82.266 25 .000
E Score

Source: SPSS generated

From the above table 4.23C it is statistical evident that the P-Value of paired
samples correlations is less than alpha at the 0.05 percent significance level. Thus, the
null hypothesis (Ho) is rejected. Hence, it is concluded that there is a significant
difference between the perceived and expected scores of Sunshine hospital staff
members with regard to WORK FEELINGS.

Table 4.24
Distribution of opinion of respondent staff members on work feelings in KIMS
hospital in Hyderabad city of Telangana State
P E (P – E)
S.NO Variables
Score Score Score
1 For me Work is learning and growing process 2.179 3.357 -1.179
My knowledge and skills are gradually improving
2 2.179 3.357 -1.179
through work
In my work, I try something and find out my own
3 2.143 3.286 -1.143
potential capacity
4 My current job does not help my personal growth 2.250 3.500 -1.250
5 I am very satisfied with my colleagues in the hospital 2.143 3.286 -1.143
I am very satisfied with the salary, promotion in the
6 2.393 3.786 -1.393
hospital
I am very satisfied with the hospital environment and
7 2.429 3.857 -1.429
equipment
8 I am very satisfied with my current job 2.464 3.929 -1.464
9 In general, I have a lot of work pressure 2.286 3.571 -1.286
10 In general, I feel the work tension is high 2.357 3.714 -1.357
I cannot sleep easily because of my work and I feel
11 2.321 3.643 -1.321
nervous
12 I always want to leave this hospital 2.357 3.714 -1.357

102
13 I am full of energy in the work 2.321 3.643 -1.321
14 I think my job is motivated and meaningful 2.393 3.786 -1.393
15 When I work, I feel strong and energetic 2.357 3.714 -1.357
16 I am passionate about my work 2.286 3.571 -1.286
17 I will forget everything around me when I work. 2.286 3.571 -1.286
18 Work inspires me 2.393 3.786 -1.393
19 I will feel happy when I work intensively 2.464 3.929 -1.464
20 I feel proud of my job 2.393 3.786 -1.393
21 I am immersed in my work 2.429 3.587 -1.429
22 I can work continuously for a long time 2.429 3.857 -1.429
23 My job is challenging 2.393 3.786 -1.393
24 I work selflessly 2.321 3.646 -1.321
25 When I work, I can recover quickly even if I am tired 2.357 3.714 -1.357
26 I can always persevere even if the work does not go well 2.286 3.571 -1.286
MEAN 2.375 3.723 -1.375
Standard Deviation 0.061 0.126 0.061
Source: Field Survey

Table 4.24 depicts the distribution of GAP scores between the perceptions and
the expectations of the respondent staff members of the KIMS Hospital on the
different variables of ‘WORK FEELINGS’ among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was an overall negative gap of -1.375 between the expected score of 3.723 and the
2.375 of perceived score of the respondent staff members of the KIMS Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent staff members of
the KIMS hospital have expected more that they are very satisfied with their current
job and they feel happy when they work intensively. Whereas the perceptions of the
same variable are less than what they have expected, hence the gap also very less as
-1.464 which means that the staffs of hospitals are not they are very satisfied with
their current job and they feel happy when they work intensively. But, there was a
huge gap of -1.143 between the expectations and the perceptions of respondent staff
members of the said hospital that the in their work, they try something and find out
their own potential capacity and they are very satisfied with their colleagues in the
hospital. The standard deviation of the above discussed score values reveals the there
is a less deviation of 0.061 which means that there was less deviations in perceptions
and expectations of the staff members of the hospital.
Paired Samples t-test Results:

103
 To know the differences of population means, correlation between the P-
Scores and E-Scores, association of attributes and the statistical significance of
different variables of the WORK FEELINGS among the respondent staff members of
KIMS hospital in Hyderabad city of Telangana state the paired t-test has applied and
the results are presented below.

Table 4.24A – Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

2.3366
P – Score 26 .091550 .017954
Pair 2
1 3.6518
E – Score 26 .183128 .035914
1

Source: SPSS generated

From the table 4.24A it is evident that the expected scores are little more when
compared to the perceived scores of respondent staff members of KIMS hospital and
the standard deviation also confirming the same.
H0: There is no significance difference between the Perceptions and the
Expectations of the respondent staff members of KIMS hospital on the WORK
FEELINGS
Table 4.24B – Paired Samples Correlations
N Correlation Sig.

Pair 2
P – Score & E – Score -.242 .234
1 6

Source: SPSS generated

From the table 4.24B it is evident that there is low negative correlation (P=
-0.242) between the perceptions and the expectations of the staff members of KIMS
hospital with regard to the WORK FEELINGS.

Table 4.24C – Paired Samples Test

Paired Differences
Sig.
95% Confidence
Std. t df (2-
Pair 1 Std. Error Interval of the
Mean Deviatio tailed)
Mean Difference
n
Lower Upper

104
P Score –
-1.315192 .223659 .043863 -1.405530 -1.224855 -29.984 25 .000
E Score

Source: SPSS generated

From the above table 4.24C it is statistical evident that the P-Value of paired
samples correlations is less than alpha at the 0.05 percent significance level. Thus, the
null hypothesis (Ho) is rejected. Hence, it is concluded that there is a significant
difference between the perceived and expected scores of Sunshine hospital staff
members with regard to WORK FEELINGS.

Table 4.25
Distribution of opinion of respondent staff members on work feelings in Care
hospital in Hyderabad city of Telangana State
P E (P – E)
S.NO Variables
Score Score Score
1 For me Work is learning and growing process 2.464 3.929 -1.464
My knowledge and skills are gradually improving
2 2.500 4.000 -1.500
through work
In my work, I try something and find out my own
3 2.393 3.786 -1.393
potential capacity
4 My current job does not help my personal growth 2.357 3.714 -1.357
5 I am very satisfied with my colleagues in the hospital 2.429 3.857 -1.429
I am very satisfied with the salary, promotion in the
6 2.393 3.786 -1.393
hospital
I am very satisfied with the hospital environment and
7 2.393 3.786 -1.393
equipment
8 I am very satisfied with my current job 2.357 3.714 -1.357
9 In general, I have a lot of work pressure 2.464 3.929 -1.464

105
10 In general, I feel the work tension is high 2.429 3.857 -1.429
I cannot sleep easily because of my work and I feel
11 2.214 3.429 -1.214
nervous
12 I always want to leave this hospital 2.143 3.286 -1.143
13 I am full of energy in the work 2.286 3.571 -1.286
14 I think my job is motivated and meaningful 2.214 3.429 -1.214
15 When I work, I feel strong and energetic 2.286 3.571 -1.393
16 I am passionate about my work 2.321 3.643 -1.321
17 I will forget everything around me when I work. 2.393 3.786 -1.393
18 Work inspires me 2.321 3.643 -1.321
19 I will feel happy when I work intensively 2.357 3.714 -1.357
20 I feel proud of my job 2.429 3.857 -1.429
21 I am immersed in my work 2.250 3.500 -1.250
22 I can work continuously for a long time 2.286 3.571 -1.286
23 My job is challenging 2.357 3.714 -1.357
24 I work selflessly 2.321 3.643 -1.321
25 When I work, I can recover quickly even if I am tired 2.250 3.500 -1.250
26 I can always persevere even if the work does not go well 2.429 3.857 -1.429
MEAN 2.339 3.679 -1.339
Standard Deviation 0.066 0.131 0.066
Source: Field Survey

Table 4.25 depicts the distribution of GAP scores between the perceptions and
the expectations of the respondent staff members of the Care Hospital on the different
variables of ‘WORK FEELINGS’ among the select Corporate Hospitals in Hyderabad
city of Telangana state. It is understood from the table above that there was an overall
negative gap of -1.339 between the expected score of 3.679 and the 2.339 of
perceived score of the respondent staff members of the Care Hospital in Hyderabad
city of Telangana state.

From the foregoing analysis one can infer that the respondent staff members of
the Care hospital have expected more that their knowledge and skills are gradually
improving through work. Whereas the perceptions of the same variable are less than
what they have expected, hence the gap also very less as -1.500 which means that the
staffs of hospitals that their knowledge and skills are gradually improving through
work. But, there was a huge gap of -1.143 between the expectations and the
perceptions of respondent staff members of the said hospital that they always want to
leave this hospital. The standard deviation of the above discussed score values
reveals the there is a less deviation of 0.066 which means that there was less
deviations in perceptions and expectations of the staff members of the hospital.
Paired Samples t-test Results:

106
 To know the differences of population means, correlation between the P-
Scores and E-Scores, association of attributes and the statistical significance of
different variables of the WORK FEELINGS among the respondent staff members of
Care hospital in Hyderabad city of Telangana state the paired t-test has applied and
the results are presented below.

Table 4.25A – Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

2.3475
P – Score 26 .088440 .017345
Pair 4
1 3.6950
E – Score 26 .176767 .034667
8

Source: SPSS generated

From the table 4.25A it is evident that the expected scores are little more when
compared to the perceived scores of respondent staff members of Care hospital and
the standard deviation also confirming the same.
H0: There is no significance difference between the Perceptions and the
Expectations of the respondent staff members of Care hospital on the WORK
FEELINGS

Table 4.25B – Paired Samples Correlations

N Correlation Sig.

Pair 2
P – Score & E – Score 1.000 .000
1 6

Source: SPSS generated

From the table 4.25B it is evident that there is high positive correlation
(P=1.000) between the perceptions and the expectations of the staff members of Care
hospital with regard to the WORK FEELINGS.

Table 4.25C – Paired Samples Test

Pair 1 Paired Differences T df Sig.
Mean Std. Std. Error 95% Confidence (2-
Deviatio Mean Interval of the tailed)
n Difference

107
 Lower Upper
P Score –
-1.347538 .088328 .017323 -1.383215 -1.311862 -77.791 25 .000
E Score

Source: SPSS generated

From the above table 4.25C it is statistical evident that the P-Value of paired
samples correlations is less than alpha at the 0.05 percent significance level. Thus, the
null hypothesis (Ho) is rejected. Hence, it is concluded that there is a significant
difference between the perceived and expected scores of Care hospital staff members
with regard to WORK FEELINGS.

Table 4.26
Distribution of opinion of respondent staff members on work feelings in AGG
hospital in Hyderabad city of Telangana State
P E (P – E)
S.NO Variables
Score Score Score
1 For me Work is learning and growing process 2.321 3.643 -1.321
My knowledge and skills are gradually improving
2 2.393 3.786 -1.393
through work
In my work, I try something and find out my own
3 2.321 3.643 -1.321
potential capacity
4 My current job does not help my personal growth 2.357 3.714 -1.357
5 I am very satisfied with my colleagues in the hospital 2.429 3.857 -1.429
I am very satisfied with the salary, promotion in the
6 2.393 3.786 -1.393
hospital
I am very satisfied with the hospital environment and
7 2.393 3.786 -1.393
equipment
8 I am very satisfied with my current job 2.357 3.714 -1.357

108
 9 In general, I have a lot of work pressure 2.464 3.929 -1.464
10 In general, I feel the work tension is high 2.429 3.857 -1.429
I cannot sleep easily because of my work and I feel
11 2.464 3.929 -1.464
nervous
12 I always want to leave this hospital 2.500 4.000 -1.500
13 I am full of energy in the work 2.393 3.786 -1.393
14 I think my job is motivated and meaningful 2.357 3.714 -1.357
15 When I work, I feel strong and energetic 2.429 3.857 -1.429
16 I am passionate about my work 2.036 3.071 -1.036
17 I will forget everything around me when I work. 2.321 3.643 -1.321
18 Work inspires me 2.321 3.646 -1.321
19 I will feel happy when I work intensively 2.393 3.786 -1.393
20 I feel proud of my job 2.429 3.587 -1.429
21 I am immersed in my work 2.250 3.500 -1.250
22 I can work continuously for a long time 2.464 3.929 -1.464
23 My job is challenging 2.393 3.786 -1.393
24 I work selflessly 2.357 3.714 -1.357
25 When I work, I can recover quickly even if I am tired 2.429 3.587 -1.429
26 I can always persevere even if the work does not go well 2.464 3.929 -1.464
MEAN 2.382 3.711 -1.382
Standard Deviation 0.070 0.145 0.070
Source: Field Survey

Table 4.26 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent staff members of the AGG Hospital on the
different variables of ‘WORK FEELINGS’ among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was an overall negative gap of -1.382 between the expected score of 3.711 and the
2.382 of perceived score of the respondent staff members of the AGG Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent staff members of
the AGG hospital have expected more that they always want to leave the hospital.
Whereas the perceptions of the same variable are less than what they have expected,
hence the gap also very less as -1.500 which means that the staffs of hospitals are not
willing to they always want to leave the hospital. But, there was a huge gap of -1.036
between the expectations and the perceptions of respondent staff members of the said
hospital that they are passionate about their work. The standard deviation of the
above discussed score values reveals the there is a less deviation of 0.061 which
means that there was less deviations in perceptions and expectations of the staff
members of the hospital.

109
 Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the WORK FEELINGS among the respondent staff members of
AGG corporate hospital in Hyderabad city of Telangana state the paired t-test has
applied and the results are presented below.

Table 4.26A – Paired Samples Statistics

Mean N Std. Deviation Std. Error Mean

2.3791
P – Score 26 .090972 .017841
Pair 2
1 3.7376
E – Score 26 .185024 .036286
5

Source: SPSS generated

From the table 4.26A it is evident that the expected scores are little more when
compared to the perceived scores of respondent staff members of Aware Gleneagles
Global hospital and the standard deviation also confirming the same.
H0: There is no significance difference between the Perceptions and the
Expectations of the respondent staff members of AGG hospital on the WORK
FEELINGS

Table 4.26B – Paired Samples Correlations

N Correlation Sig.

Pair 2
P – Score & E – Score .919 .000
1 6

Source: SPSS generated

From the table 4.26B it is evident that there is high positive correlation
(P=0.919) between the perceptions and the expectations of the staff members of
Aware Gleneagles Global hospital with regard to the WORK FEELINGS.

Table 4.26C – Paired Samples Test

Pair 1 Paired Differences T df

110
 95% Confidence Sig.
Std.
Std. Error Interval of the (2-
Mean Deviatio
Mean Difference tailed)
n
Lower Upper
P Score –
-1.358538 .107513 .021085 -1.401964 -1.315113 -64.431 25 .000
E Score

Source: SPSS generated

From the above table 4.26C it is statistical evident that the P-Value of paired
samples correlations is less than alpha at the 0.05 percent significance level. Thus, the
null hypothesis (Ho) is rejected. Hence, it is concluded that there is a significant
difference between the perceived and expected scores of Aware Gleneagles Global
hospital staff members with regard to WORK FEELINGS.

Perceptions of Respondent Patients towards the Services Provided By

the Select Sample Corporate Hospitals in Hyderabad City of
Telangana State
In this chapter the researcher aimed to test and analyze the demographic and
perceptions of respondent patients of the select sample corporate hospitals in
Hyderabad city of Telangana State on the prime staff, sub-staff and administrative
staff of select sample corporate hospitals in Hyderabad city of Telangana State
towards the services providing to the respondent patients of respective select sample
hospitals in view of Service Quality Dimensions based on the SERVQUAL Model.
To analyze the primary data collected by the researcher from the respondent patients
111
of select sample corporate hospitals by various schedules, different statistical tools
like Gap Score tests, Weighted Averages, Standard Deviations, Chi-square tests and
paired sample t-tests have been used to test and analyze the data collected.
Table 5.1
Distribution of respondent patients and their age group details in select sample
corporate hospitals in Hyderabad of Telangana State
Name of Age Group Details in years Total
the 58 and
18 – 28 28 – 38 38 – 48 48 – 58
Hospital above
SSH 15 (15) 20 (20) 28 (28) 25 (25) 12 (12) 100 (20)
YH 18 (18) 32 (32) 20 (20) 24 (24) 6 (6) 100 (20)
KH 12 (12) 20 (20) 12 (12) 28 (28) 28 (28) 100 (20)
CH 20 (20) 26 (26) 30 (30) 12 (12) 12 (12) 100 (20)
AGGH 10 (10) 18 (18) 20 (20) 31 (31) 21 (21) 100 (20)
Total 75 (15) 116 (23.2) 110 (22) 120 (24) 79 (15.8) 500
Source: Field Survey

Table 5.1 describes the distribution of respondent patients and their age groups
in all the five select sample corporate hospitals in Hyderabad city of Telangana State.
It is understood form the table above that, majority of the respondent patients ( 120
out of 500 ) in all the five select sample corporate hospitals in Hyderabad city of
Telangana state together have responded that they are under the age group ranging
from 48 – 58 years, followed by 116 respondent patients have responded that their age
group ranging from 2 8 – 38 years, 110 respondent patients have responded that they
are under the age group of 38 – 48 years, 79 respondent patients have responded that
their age is 58 and above years and 75 respondent patients have responded that they
fall under the age group of 18 – 28 years.

From the forgoing analysis one can infer that majority of the respondent
patients in all the five select sample corporate hospitals in Hyderabad city of
Telangana state together of those who have responded that they are under the age
group ranging from 48 – 58 years are found with AGGH and least number of
respondent patients have found with CH. Majority of the respondent patients in all the
five select sample corporate hospitals in Hyderabad city of Telangana state of those
who have responded that their age is ranging from 18 – 28 years are found with CH
and least number of respondent patients found with AGGH.

Ho: There is no significant difference between the age groups of respondent

patients who utilized the services with the select sample corporate hospitals.

112
 Table 5.1A
Chi-Square Tests for Age Groups
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 47.500a 16 .000
Likelihood Ratio 49.119 16 .000
N of Valid Cases 500

Source: SPSS generated table

Table 5.1A reveals the association of attributes between the dependent
variable as different select sample corporate hospitals and the independent variable
age groups of respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows constructive evidence that the
P value is less than the table value (P=0.000<0.005) at 5 per cent level of significance.
Hence there is a significant difference between the variables of age groups of
respondent patients who utilized the services with the respective select sample
corporate hospitals. Thus, the null hypothesis (Ho) is rejected and the age groups of
the respondent patients are independent.

Table 5.2
Distribution of respondent patients and their gender details in select sample
corporate hospitals in Hyderabad city of Telangana state
Gender Details
Name of the Hospital Total
Male Female
SSH 40 (40) 60 (60) 100 (20)
YH 60 (60) 40 (40) 100 (20)
KH 50 (50) 50 (50) 100 (20)
CH 50 (50) 50 (50) 100 (20)
AGGH 30 (30) 70 (70) 100 (20)
Total 230 (46) 270 (54) 500
Source: Field Survey

Table 5.2 explains the distribution of respondent patients or their attendants’

and their gender details of those who have approached to the select sample corporate
hospitals in Hyderabad city of Telangana state. It is understood from the table above
that the majorities (270 out of 500) of the patients who have approached to the select
corporate hospitals are female gender and least number of patients (230 out of 500)
are from male gender.

113
 Majority of the female gender patients (70 out of 270) of those who have
approached to the select corporate hospitals in Hyderabad city of Telangana state are
form AGGH and the least number of female gender patients have approached to the
Yashoda Hospital.

Most of the patients of those who have approached to the select corporate
hospitals are found with the Yashoda hospital and less number of male patients is
found with the AGGH.

From the foregoing analysis one conifer that, majority of the female gender
patients of those who have approached to the select sample corporate hospitals in
Hyderabad city of Telangana state are found with the AGG hospital and the least
number of female patients are found with the Yashoda hospital. Most of the male
gender patients of those who have approached to the select corporate hospitals are
turned up to the Yashoda Hospital and the less number of patients are approached to
AGG hospital.

Ho: There is no significant difference between the genders of the respondent

patients who utilized the services with the select sample corporate hospitals.
Table 5.2A
Chi-Square Tests for Gender
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 20.934a 4 .000
Likelihood Ratio 21.307 4 .000
N of Valid Cases 500

Source: SPSS generated table

Table 5.2A reveals the association of attributes between the dependent
variable as different select sample corporate hospitals and the independent variable
gender of respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows constructive evidence that the
P value is less than the table value (P=0.000<0.005) at 5 per cent level of significance.
Hence there is a significant difference between the variables of gender of respondent
patients who utilized the services with the respective select sample corporate
hospitals. Thus, the null hypothesis (Ho) is rejected and the gender of the respondent
patients are independent.
Table 5.3

114
 Distribution of respondent patients and their monthly income range details in
select sample corporate hospitals in Hyderabad city of Telangana state
Name of Monthly Income Ranges (in Rupees) Total
the Below Rs. 10000 Rs. 20000 Rs. 30000 Above
Hospital Rs. 10000 – 20000 – 30000 – 40000 Rs. 40000
SSH 13 (13) 20 (20) 40 (40) 18 (18) 9 (9) 100 (20)
YH 14 (14) 22 (22) 31 (31) 23 (23) 10 (10) 100 (20)
KH 20 (20) 28 (28) 23 (23) 15 (15) 14 (14) 100 (20)
CH 15 (15) 22 (22) 40 (40) 18 (18) 5 (5) 100 (20)
AGGH 10 (10) 25 (25) 28 (28) 22 (22) 15 (15) 100 (20)
Total 72 (14.4) 117 (23.4) 162 (32.4) 96 (19.2) 53 (10.6) 500
Source: Field Survey

Table 5.3 reveals the distribution of respondent patients and their monthly
incomes details of those who have approached to the select sample corporate hospitals
in Hyderabad city of Telangana state. It is understood from the table above that the
majority of the patients who have approached to the select corporate hospitals
incomes ranging from Rs. 20,000 – Rs. 30,000 per month and least number of
patient’s income ranging above Rs. 40,000.

Majority of the patients of those who have approached to the Sun Shine
Hospital are responded that their income is ranging from Rs. 20,000 – Rs. 30,000 and
least number of patients income is above Rs. 40,000.

Majority of the patients of those who have approached to the Yashoda

Hospital are responded that their income is ranging from Rs. 20,000 – Rs. 30,000 and
least number of patients income is above Rs. 40,000.

Majority of the patients of those who have approached to the KIMS Hospital
are responded that their income is ranging from Rs. 10,000 – Rs. 20,000 and least
number of patients income is above Rs. 40,000.

Majority of the patients of those who have approached to the Care Hospital
income is ranging from Rs. 20,000 – Rs. 30,000 and least number of patients income
is above Rs. 40,000.

Majority of the patients of those who have approached to the AGG Hospital
income is ranging from Rs. 20,000 – Rs. 30,000 and least number of patients income
is below Rs. 10,000.

115
 From the foregoing analysis one can infer that, majority of the respondent
patients who have approached to the select sample corporate hospitals in Hyderabad
city of Telangana state of those who have said that their income ranging from Rs.
20,000 – Rs. 30,000 are found with Sun Shine hospital and Care hospitals and least of
the respondent patients are found with KIMS hospitals. At the same time majority of
the respondent patients of those who have said that their income is above Rs. 40,000
are found with AGG hospital and least of the respondent patients are found with Care
hospitals.
Ho: There is no significant difference between the monthly incomes of the
respondent patients who utilized the services with the select sample corporate
hospitals.

Table 5.3A
Chi-Square Tests for Monthly Incomes
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 20.700 16 .190
Likelihood Ratio 21.138 16 .173
N of Valid Cases 500
Source: SPSS generated table
Table 5.3A describes the association of attributes between the dependent
variable as different select sample corporate hospitals and the independent variable
monthly incomes of respondent patients’ in all the five select sample corporate
hospitals in Hyderabad city of Telangana state. Above table shows constructive
evidence that the P value is greater than the table value (P=0.190>0.005) at 5 per cent
level of significance. Hence there is no significant difference between the variables
monthly incomes of respondent patients who utilized the services with the respective
select sample corporate hospitals. Thus, the null hypothesis (Ho) is accepted and the
monthly incomes of the respondent patients are dependent.
Table 5.4
Distribution of respondent patients and their residence location details in select
sample corporate hospitals in Hyderabad city of Telangana state
Name of the Residence location
Total
Hospital Rural Urban Semi-Urban
SSH 15 (15) 60 (60) 25 (25) 100 (20)
YH 17 (17) 55 (55) 28 (28) 100 (20)
KH 26 (26) 54 (54) 20 (20) 100 (20)
CH 17 (17) 61 (61) 22 (22) 100 (20)

116
 AGGH 14 (14) 66 (66) 20 (20) 100 (20)
Total 89 (17.8) 296 (59.2) 115 (23.00) 500
Source: Field Survey

Table 5.4 describes the distribution of respondent patients and their residence
location details of those who have approached to the select sample corporate hospitals
in Hyderabad city of Telangana state. It is understood from the table above that the
majority of the respondent patients who have approached to the select corporate
hospitals are from urban areas followed by from the Semi-urban areas and the least
number of the respondent patients are from rural areas.

Majority of the respondent patients of those who have approached to the Sun
Shine Hospital are from the urban areas, followed by from semi-urban areas and the
least number of the respondent patients are from rural areas.

Majority of the respondent patients of those who have approached to the

Yashoda Hospital are from the urban areas, followed by from semi-urban areas and
the least number of the respondent patients are from rural areas.

Majority of the respondent patients of those who have approached to the

KIMS Hospital are from the urban areas, followed by from rural areas and the least
number of the respondent patients are from semi-urban areas.

Majority of the respondent patients of those who have approached to the Care
Hospital are from the urban areas, followed by from semi-urban areas and the least
number of the respondent patients are from rural areas.

Majority of the respondent patients of those who have approached to the AGG
Hospital are from the urban areas, followed by from semi-urban areas and the least
number of the respondent patients are from rural areas.

From the foregoing analysis one can infer that, majority of the respondent
patients who have approached to the select sample corporate hospitals in Hyderabad
city of Telangana state of those who have said that their residence location urban area
are found with AGG hospital and the least number of the respondent patients are
found with KIMS hospitals. At the same time majority of the respondent patients of
those who have said that their residence location is rural area are found with KIMS

117
hospital and the least number of the respondent patients are found with AGGH
hospital.
Ho: There is no significant difference between the residence locations of the
respondent patients who utilized the services with the select sample corporate
hospitals.
Table 5.4A
Chi-Square Tests for Residence Location
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 8.789 8 .360
Likelihood Ratio 8.359 8 .399
N of Valid Cases 500
Source: SPSS generated table
Table 5.4A reveals the association of attributes between the dependent
variable as different select sample corporate hospitals and the independent variable
residence locations of respondent patients’ in all the five select sample corporate
hospitals in Hyderabad city of Telangana state. Above table shows constructive
evidence that the P value is greater than the table value (P=0.360>0.005) at 5 per cent
level of significance. Hence there is a significant difference between the variables
monthly incomes of respondent patients who utilized the services with the respective
select sample corporate hospitals. Thus, the null hypothesis (Ho) is accepted and the
monthly incomes of the respondent patients are dependent.
Table 5.5
Distribution of respondent patients and their education qualification details in
select sample corporate hospitals in Hyderabad city of Telangana state
Name of Education Qualification Details
the Post Total
Illiterate Primary Secondary Inter Graduate
Hospital Graduate
SSH 20 (20) 10 (10) 13 (13) 23 (23) 28 (28) 6 (6) 100 (20)
YH 15 (15) 13 (13) 11 (11) 27 (27) 16 (16) 18 (18) 100 (20)
KH 14 (14) 23 (23) 20 (20) 25 (25) 12 (12) 6 (6) 100 (20)
CH 12 (12) 20 (20) 26 (26) 18 (18) 16 (16) 8 (8) 100 (20)
AGGH 10 (10) 15 (15) 19 (19) 22 (22) 27 (27) 7 (7) 100 (20)
Total 71 (14.2) 81 (16.2) 89 (17.8) 115 (23) 99 (19.8) 45 (9) 500
Source: Field Survey

Table 5.5 depicts the distribution of respondent patients and their educational
qualifications details of those who have approached to the select sample corporate
hospitals in Hyderabad city of Telangana state. It is understood from the table above
that the majority of the respondent patients who have approached to the select
corporate hospitals are literates and least of the respondent patients are illiterates. Out
of the literate respondent patients are having the educational qualifications at

118
intermediate level and the least of the respondent patients are having their educational
qualifications at post graduation level.

Majority of the illiterate respondent patients who have approached to the

select sample corporate hospitals in Hyderabad city of Telangana state are found with
the Sunshine hospital and least number of respondent patients are found with AGG
hospital.

Majority of the literate respondent patients of those who have approached to

the Sun Shine Hospital are graduates and least of the respondent literate patients are
post graduates.

Majority of the literate respondent patients of those who have approached to

the Yashoda Hospital are graduates and least of the respondent literate patients are
having their educational qualification of secondary level.

Majority of the literate respondent patients of those who have approached to

the KIMS Hospital are having their educational qualification at intermediate level and
least number of the respondent literate patients are post graduates.

Majority of the literate respondent patients of those who have approached to

the Care Hospital are graduates and least number of the respondent literate patients
are post graduates.

Majority of the literate respondent patients of those who have approached to

the AGG Hospital are graduates and least number of the respondent literate patients
are post graduates.

From the foregoing analysis one can infer that, majority of the respondent
patients who have approached to the select sample corporate hospitals in Hyderabad
city of Telangana state of those who have said that their they are illiterates are found
with Sun Shine hospital and least number of the respondent patients are found with
AGG hospitals. At the same time majority of the literate respondent patients of those
who have said that their educational qualification is intermediate level are found with
Yashoda hospital and least number of the respondent patients are found with Care
hospital, similarly majority of the literate patients of those who have responded that
their educational qualification is post graduation are found with Yashoda hospital and

119
the least number of respondent patients are found with Sunshine hospital and KIMS
hospitals together.

Ho: There is no significant difference between the education qualifications of the

respondent patients who utilized the services with the select sample corporate
hospitals.

Table 5.5A
Chi-Square Tests for Education Qualification
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 42.963 20 .002
Likelihood Ratio 41.213 20 .003
N of Valid Cases 500

Source: SPSS generated table

Table 5.5A reveals the association of attributes between the dependent
variable as different select sample corporate hospitals and the independent variable
education qualifications of respondent patients’ in all the five select sample corporate
hospitals in Hyderabad city of Telangana state. Above table shows constructive
evidence that the P value is less than the table value (P=0.002<0.005) at 5 per cent
level of significance. Hence there is a significant difference between the variables
education qualifications of respondent patients who utilized the services with the
respective select sample corporate hospitals. Thus, the null hypothesis (Ho) is rejected
and the education qualifications of the respondent patients are independent.
Table 5.6
Distribution of respondent patients and their marital status details in select
sample corporate hospitals in Hyderabad city of Telangana state
Name of the Residence location Total
Hospital Single Married Divorcee Widowed
SSH 14 (14) 73 (73) 4 (4) 9 (9) 100 (20)
YH 18 (18) 70 (70) 5 (5) 7 (7) 100 (20)
KH 16 (16) 75 (75) 3 (3) 6 (6) 100 (20)
CH 21 (21) 70 (70) 1 (1) 8 (8) 100 (20)
AGGH 12 (12) 76 (76) 2 (2) 10 (10) 100 (20)
Total 81 (16.2) 364 (72.8) 15 (3) 40 (8) 500
Source: Field Survey

Table 5.6 explains the distribution of respondent patients and their marital
status details of those who have approached to the select sample corporate hospitals in

120
Hyderabad city of Telangana state. It is understood from the table above that the
majority of the respondent patients who have approached to the select corporate
hospitals are married, followed by the single/unmarried, widowed and the least
number of the respondent patients are divorcee.

Majority of the respondent patients of those who have approached to the Sun
Shine Hospital are married, followed by single/unmarried and the least number of the
respondent patients are divorcee.

Majority of the respondent patients of those who have approached to the

Yashoda Hospital are married, followed by single/unmarried and the least number of
the respondent patients are divorcee.

Majority of the respondent patients of those who have approached to the

KIMS Hospital are married, followed by single/unmarried and the least number of the
respondent patients are divorcee.
Majority of the respondent patients of those who have approached to the Care
Hospital are married, followed by single/unmarried and the least number of the
respondent patients are divorcee.
Majority of the respondent patients of those who have approached to the AGG
Hospital are married, followed by single/unmarried and the least number of the
respondent patients are divorcee.

From the foregoing analysis one can infer that, majority of the respondent
patients who have approached to the select sample corporate hospitals in Hyderabad
city of Telangana state of those who have said that they are married are found with
AGG hospital and the least number of the respondent patients are found with Yashoda
and Care hospitals together. At the same time majority of the respondent patients of
those who have said that they divorced are found with Yashoda hospital and the least
number of the respondent patients are found with Care hospital.
Ho: There is no significant difference between the marital statuses of the
respondent patients who utilized the services with the select sample corporate
hospitals.
Table 5.6A
Chi-Square Tests for Marital Status
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 8.019 12 .784
Likelihood Ratio 8.281 12 .763
N of Valid Cases 500
121
 Source: SPSS generated table
Table 5.6A reveals the association of attributes between the dependent
variable as different select sample corporate hospitals and the independent variable
marital status of respondent patients’ in all the five select sample corporate hospitals
in Hyderabad city of Telangana state. Above table shows constructive evidence that
the P value is greater than the table value (P=0.784>0.005) at 5 per cent level of
significance. Hence there is no significant difference between the variables marital
status of respondent patients who utilized the services with the respective select
sample corporate hospitals. Thus, the null hypothesis (Ho) is accepted and the marital
status of the respondent patients are dependent.
Table 5.7
Distribution of respondent patients and their occupation details in select sample
corporate hospitals in Hyderabad city of Telangana state
Name of Occupation Details Total
the Daily
Unemplo Self- Agricultu
Employed Business Profession Wage
Hospital yed Employed rist
Worker
SSH 8 (8) 20 (20) 13 (13) 23 (23) 18 (18) 6 (6) 12 (12) 100 (20)
YH 9 (9) 23 (23) 21 (21) 17 (17) 16 (16) 8 (8) 6 (6) 100 (20)
KH 6 (6) 18 (18) 20 (20) 25 (25) 12 (12) 6 (6) 13 (13) 100 (20)
CH 12 (12) 20 (20) 16 (16) 18 (18) 16 (16) 8 (8) 10 (10) 100 (20)
AGGH 10 (10) 15 (15) 19 (19) 22 (22) 21 (21) 7 (7) 6 (6) 100 (20)
Total 45 (9) 96 (19.2) 89 (17.8) 105 (21) 83 (16.6) 35 (7) 47 (9.4) 500
Source: Field Survey

Table 5.7 depicts the distribution of respondent patients and their educational
qualifications details of those who have approached to the select sample corporate
hospitals in Hyderabad city of Telangana state. It is understood from the table above
that the majority of the respondent patients who have approached to the select
corporate hospitals are professional, followed by employees, business persons, self-
employed, daily wage workers, unemployed and the least number of the respondent
patients are agriculturists.

Majority of the respondent patients of those who have approached to the Sun
Shine Hospital are professionals, followed by employees, self-employed, business
persons, daily wage workers, unemployed and the least number of the respondent
patients are agriculturists.

122
 Majority of the respondent patients of those who have approached to the
Yashoda Hospital are employed, followed by business persons, professional, self-
employed, unemployed, agriculturists and the least number of the respondent patients
are daily wage workers.
Majority of the respondent patients of those who have approached to the
KIMS Hospital are professionals, followed by business persons, employed, daily
wage workers, self-employed and the least number of the respondent patients are
agriculturists and unemployed together.
Majority of the respondent patients of those who have approached to the Care
Hospital are employed, followed by professionals, business persons and self-
employed together, unemployed, daily wage workers and the least number of the
respondent patients are agriculturists.
Majority of the respondent patients of those who have approached to the AGG
Hospital are professionals, followed by self-employed, business persons, employed,
unemployed, agriculturists and the least number of the respondent patients are daily
wage workers.
From the foregoing analysis one can infer that, majority of the respondent
patients who have approached to the select sample corporate hospitals in Hyderabad
city of Telangana state of those who have said that they are professionals are found
with KIMS hospital and the least number of the respondent patients are found with
Yashoda hospitals. At the same time majority of the respondent patients of those who
have said that they are agriculturists are found with Care and Yashoda hospitals
together and the least number of the respondent patients are found with SSH hospital
and KIMS hospitals together.

Ho: There is no significant difference between the occupations of the respondent

patients who utilized the services with the select sample corporate hospitals.
Table 5.7A
Chi-Square Tests for Occupation
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 16.399 24 .873
Likelihood Ratio 16.795 24 .857
N of Valid Cases 500
Source: SPSS generated table
Table 5.7A reveals the association of attributes between the dependent
variable as different select sample corporate hospitals and the independent variable

123
occupations of respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows the constructive evidence that
the P value is greater than the table value (P=0.873>0.005) at 5 per cent level of
significance. Hence there is no significant difference between the variables
occupations of respondent patients who utilized the services with the respective select
sample corporate hospitals. Thus, the null hypothesis (Ho) is accepted and the
occupations of the respondent patients are dependent.
Table 5.8
Distribution of respondent patients and their category of treatment details in
select sample corporate hospitals in Hyderabad city of Telangana state
Category of Treatment
Name of the Hospital Total
Out-Patient In-Patient
SSH 30 (30) 70 (70) 100 (20)
YH 40 (40) 60 (60) 100 (20)
KH 36 (36) 64 (64) 100 (20)
CH 27 (27) 73 (73) 100 (20)
AGGH 34 (34) 66 (66) 100 (20)
Total 167 (33.4) 333 (66.6) 500
Source: Field Survey

Table 5.8 describes the distribution of respondent patients of those who have
approached to the select sample corporate hospitals in Hyderabad city of Telangana
state and their category of treatment which they have availed details. It is understood
from the table above that the majority of the respondent patients (333 out of 500) who
have approached to the select corporate hospitals are in-patients and least number of
the respondent patients are out-patients.

Majority of the respondent patients of those who have approached to the Sun
Shine Hospital are in-patients and least number are out-patients.

Majority of the respondent patients of those who have approached to the

Yashoda Hospital are in-patients and least number are out-patients.

Majority of the respondent patients of those who have approached to the

KIMS Hospital are in-patients and least number are out-patients.

Majority of the respondent patients of those who have approached to the Care
Hospital are in-patients and least number are out-patients.

124
 Majority of the respondent patients of those who have approached to the AGG
Hospital are in-patients and least number are out-patients.

From the foregoing analysis one can infer that, majority of the respondent
patients who have approached to the select sample corporate hospitals in Hyderabad
city of Telangana state of those who have said that they are availed the services as in-
patients are found with Care hospital and the least number of respondent patients are
found with Yashoda hospital and at the same time majority of the respondent patients
of those who have availed the services as out-patients are found with Yashoda
hospital and lest number of patients are found with Care hospital.

Ho: There is no significant difference between the categories of treatments of the

respondent patients who utilized the services with the select sample corporate
hospitals.
Table 5.8A
Chi-Square Tests for Category of Treatment
Value df Asymp. Sig. (2-sided)
a
Pearson Chi-Square 4.639 4 .326
Likelihood Ratio 4.658 4 .324
N of Valid Cases 500

Source: SPSS generated table

Table 5.8A reveals the association of attributes between the dependent
variable as different select sample corporate hospitals and the independent variable
category of treatment of respondent patients’ in all the five select sample corporate
hospitals in Hyderabad city of Telangana state. Above table shows constructive
evidence that the P value is greater than the table value (P=0.326>0.005) at 5 per cent
level of significance. Hence there is no significant difference between the variables
category of treatment of respondent patients who utilized the services with the
respective select sample corporate hospitals. Thus, the null hypothesis (Ho) is
accepted and the category of treatment of the respondent patients are dependent.

Table 5.9

125
Distribution of respondent patients and their type of visit details in select sample
corporate hospitals in Hyderabad city of Telangana state
Type of Visit
Name of the Hospital Total
First-Time Repeated
SSH 25 (25) 75 (75) 100 (20)
YH 32 (32) 68 (68) 100 (20)
KH 36 (36) 64 (64) 100 (20)
CH 27 (27) 73 (73) 100 (20)
AGGH 34 (34) 66 (66) 100 (20)
Total 154 (30.8) 346 (69.2) 500
Source: Field Survey

Table 5.9 reveals the distribution of respondent patients and their type of visit
details of those who have approached to the select sample corporate hospitals in
Hyderabad city of Telangana state. It is understood from the table above that the
majority of the respondent patients who have approached to the select corporate
hospitals are repeated patients and the least number of the respondent patients are
first-time patients.

Majority of the respondent patients of those who have approached to the Sun
Shine Hospital are repeated patients and the least number of the respondent patients
are first-time patients.

Majority of the respondent patients of those who have approached to the

Yashoda Hospital are repeated patients and the least number of the respondent
patients are first-time patients.

Majority of the respondent patients of those who have approached to the

KIMS Hospital are repeated patients and the least number of the respondent patients
are first-time patients.

Majority of the respondent patients of those who have approached to the Care
Hospital are repeated patients and the least number of the respondent patients are
first-time patients.

Majority of the respondent patients of those who have approached to the AGG
Hospital are repeated patients and the least number of the respondent patients are
first-time patients.

126
 From the foregoing analysis one can infer that, majority of the respondent
patients who have approached to the select sample corporate hospitals in Hyderabad
city of Telangana state of those who have said that they are repeated patients are
found with Care hospital and the least number of the respondent patients are found
with Yashoda hospitals. At the same time majority of the respondent patients of those
who have said that they first-time patients are found with Yashoda hospital and the
least number of the respondent patients are found with Care hospital.

Ho: There is no significant difference between the types of visit of the respondent
patients who utilized the services with the select sample corporate hospitals.
Table 5.9A
Chi-Square Tests for Type of Visit
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 4.073a 4 .396
Likelihood Ratio 4.108 4 .392
N of Valid Cases 500

Source: SPSS generated table

Table 5.9A explains the association of attributes between the dependent
variable as different select sample corporate hospitals and the independent variable
type of visit of respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows the constructive evidence that
the P value is greater than the table value (P=0.396>0.005) at 5 per cent level of
significance. Hence there is no significant difference between the variables type of
visit of respondent patients who utilized the services with the respective select sample
corporate hospitals. Thus, the null hypothesis (Ho) is accepted and the type of visit of
the respondent patients are dependent.

 Conclusive Results of demographic factors:

The conclusive results of the above discussed demographic variables are

arranged at a glance in the below table.

Table 5.10 – Conclusive results of demographic factors

S.N
PARAMETER HYPOTHESIS RESULTS
O
There is no significant difference
Rejected
1 Age Groups between the age groups of the
P=0.000<0.05
respondent patients

127
 There is no significant difference
Rejected
2 Gender between the gender of the respondent
P=0.000<0.05
patients
There is no significant difference
Accepted
3 Monthly Income between the monthly incomes of the
P=0.190>0.05
respondent patients
There is no significant difference
Residence Accepted
4 between the residence locations of the
Location P=0.360>0.05
respondent patients
There is no significant difference
Education Rejected
5 between the education qualifications of
Qualification P=0.002<0.05
the respondent patients
There is no significant difference
Accepted
6 Marital Status between the marital status of the
P=0.784>0.05
respondent patients
There is no significant difference
Accepted
7 Occupations between the occupations of the
P=0.873>0.05
respondent patients
There is no significant difference
Category of Accepted
8 between the category of treatment of the
Treatment P=0.326>0.05
respondent patients
There is no significant difference
Accepted
9 Type of Visit between the type of visit of the
P=0.396>0.05
respondent patients

From the above Table 5.10 – the conclusive results of demographic results one
can deduce that the variable age groups, gender and the education qualifications of the
respondent patients of those who have approached to the select corporate hospitals in
Hyderabad city of Telangana state are independent as their respective null hypothesis
(H0) are rejected and the remaining demographic variables like monthly incomes,
residence locations, marital status, occupations, category of treatment and the type of
visit of the respondent patients are dependent as the constructive evidence has proved
that their respective null hypothesis (H0) are accepted.

Table 5.11

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Sunshine Hospital on the ‘RELIABILITY’ one of the Service Quality
Dimension in select sample Corporate Hospitals in Hyderabad city of Telangana
state

128
 SERVQUAL Dimension Sunshine Hospital
RELIABILITY (P – E)
P Score E Score
(Ability to Perform) Score
The staff of the hospital are well trained and
3.321 5.144 -1.823
qualified
The key staff of the hospital has adequate
3.215 4.929 -1.715
knowledge about their responsibilities
Staff of the hospital committed towards the
3.429 5.357 -1.928
services what they promised to do
Staff of the hospital are dependable in terms of
3.321 5.144 -1.823
their services
Staff of the hospital able to perform the promised
3.429 5.357 -1.928
service accurately
Mean 3.343 5.186 -1.843
Standard Deviation 0.090 0.179 -0.089
Source: Field Survey

Table 5.11 depicts the distribution of GAP scores between perceptions and
expectations of respondent patients of Sunshine Hospital on the first Service Quality
Dimension ‘RELIABILITY’ among the select Corporate Hospitals in Hyderabad city
of Telangana state. It is understood from the table above that there is an overall
negative gap between the expected score of 5.186 and the perceived score of 3.343 of
the opinions of respondent patients of Sunshine Hospital in Hyderabad city of
Telangana state.

From the foregoing analysis one can infer that the respondent patients of
Sunshine hospital have expected more that the Staff of the hospital should be
committed towards the services what they promised to do so and the Staff of the
hospital should be able to perform the promised service accurately. Whereas the
perceptions of respondent patients of Sunshine hospital are high on the above said
service quality dimensions which relate to the RELIABILITY of the SERVQUAL
MODEL. But, there was a huge gap of -1.928 between the expectations and the
perceptions of respondent patients of Sunshine hospital on the service quality which
they have expected that the Staff of the hospital should be able to perform the
promised service accurately. There was a less gap of -1.715 between expected and
perceived scores of the respondent patients on the service quality dimension called the
key staff of hospital should have adequate knowledge about their responsibilities. The
standard deviation of the above discussed score values reveals the there is a less
deviation of -0.089. The scores of perceived, expected and gap scores are presented

129
graphically in chart 5.11A using 3D stacked column bar diagram in the following
manner.

Chart 5.11A: GAP Scores of Sunshine Hospital - Reliability

6 5.36 5.36
5.14 5.14 5.19
4.93
5

4 3.32 3.43 3.32 3.43 3.34

3.22

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2 -1.82 -1.71 -1.82

-1.93 -1.93 -1.84
SSH P - Score SSH E -Score SSH (P - E) Score

Table 5.12
Distribution of GAP Scores between Perceptions and Expectations of respondent
patients of Yashoda Hospital on the ‘RELIABILITY’ one of the Service Quality
Dimension in select sample Corporate Hospitals in Hyderabad city of Telangana
state
SERVQUAL Dimension Yashoda Hospital
RELIABILITY (P – E)
P Score E Score
(Ability to Perform) Score
The staff of hospital are well trained and qualified 3.375 5.250 -1.875
The key staff of hospital has adequate knowledge
3.429 5.357 -1.928
about their responsibilities
Staff of the hospital committed towards the
3.536 5.571 -2.036
services what they promised to do
Staff of the hospital are dependable in terms of
3.482 5.465 -1.983
their services
Staff of the hospital able to perform the promised
3.375 5.250 -1.875
service accurately
Mean 3.439 5.378 -1.939
Standard Deviation 0.070 0.140 -0.070
Source: Field Survey

Table 5.12 shows the distribution of GAP scores between perceptions and
expectations of respondent patients of Yashoda Hospital on the ‘RELIABILITY’ one
of the Service Quality Dimension among the select Corporate Hospitals in Hyderabad
city of Telangana state. It is understood from the table above that there was an overall

130
negative gap of -1.939 between expected score 5.378 and the 3.439 perceived score of
the respondent patients of Yashoda Hospital in Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of
Yashoda hospital have expected more that Staff of the hospital should be committed
towards the services what they promised to do so. Whereas the perceptions of
respondent patients of Yashoda hospital were also high on the above said service
quality dimensions which relate to the RELIABILITY of the SERVQUAL MODEL.
But, there was a huge gap of -2.036 between the expectations and perceptions of
respondent patients of Yashoda hospital on the service quality which they have
expected that the Staff of the hospital should be committed towards the services what
they promised to do so. There was a less gap of -1.875 between expected and
perceived scores of the respondent patients on the service quality dimensions like
staffs of the hospital are well trained and qualified and also the Staff of the hospital
able to perform the promised service accurately. The standard deviation of the above
discussed score values reveals the there is a less deviation of -0.070. The scores of
perceived, expected and gap scores are presented graphically in chart 5.12A using 3D
stacked column bar diagram in the following manner.
Chart 5.12A: GAP Scores of Yashoda Hospital - Reliability

6 5.36 5.57 5.46 5.38

5.25 5.25

4 3.38 3.43 3.54 3.48 3.38 3.44

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-1.88 -1.93 -2.04 -1.98 -1.88 -1.94
-3
YH P - Score YH E -Score YH (P - E) Score

Table 5.13

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Kamineni Hospital on the ‘RELIABILITY’ one of the Service Quality

131
Dimension in select sample Corporate Hospitals in Hyderabad city of Telangana
state

SERVQUAL Dimension KIMS Hospital

RELIABILITY (P – E)
P Score E Score
(Ability to Perform) Score
The staff of hospital are well trained and qualified 3.482 5.465 -1.983
The key staff of hospital has adequate knowledge
3.590 5.679 -2.090
about their responsibilities
Staff of the hospital committed towards the
3.482 5.465 -1.983
services what they promised to do
Staff of the hospital are dependable in terms of
3.536 5.571 -2.036
their services
Staff of the hospital able to perform the promised
3.644 5.786 -2.142
service accurately
Mean 3.546 5.593 -2.047
Standard Deviation 0.070 0.140 -0.069
Source: Field Survey

Table 5.13 shows the distribution of GAP scores between perceptions and
expectations of respondent patients of KIMS Hospital on the service quality
dimension ‘RELIABILITY’ among the select Corporate Hospitals in Hyderabad city
of Telangana state. It is understood from the table above that there was an overall
negative gap of -2.047 between expected scores 5.593 and the 3.546 perceived scores
of the respondent patients of KIMS Hospital in Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
KIMS hospital have expected more that the Staff of the hospital should be committed
towards the services what they promised to do so. Whereas the perceptions of
respondent Patients of KIMS hospital were also high on the above said service quality
dimensions which relate to the RELIABILITY of the SERVQUAL MODEL. But,
there was a huge gap of -2.142 between the expectations and the perceptions of
respondent patients of the KIMS hospital on the staff of hospital are well trained and
qualified the service quality which they expected that the Staff of the hospital should
be committed towards the services what they promised to do so. There was a less gap
of -1.983 between the expected and the perceived scores of the respondent patients on
the service quality dimensions like staffs of the hospital are well trained and qualified
and also Staff of the hospital able to perform the promised service accurately. The
standard deviation of the above discussed score values reveals the there is a less
deviation of -0.069. The scores of perceived, expected and gap scores are presented

132
graphically in chart 5.13A using 3D stacked column bar diagram in the following
manner.
Chart 5.13A: GAP Scores of KIMS Hospital – Reliability
5.68 5.57 5.79 5.59
6 5.46 5.46

3.48 3.59 3.48 3.54 3.64 3.55

4

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-1.98 -2.09 -1.98 -2.04 -2.14 -2.05
-3

KIMS P - Score KIMS E -Score KIMS (P - E) Score

Table 5.14

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Citizens Hospital on the ‘RELIABILITY’ one of the Service Quality
Dimension in select sample Corporate Hospitals in Hyderabad city of Telangana
state

SERVQUAL Dimension Care Hospital

RELIABILITY (P – E)
P Score E Score
(Ability to Perform) Score
The staff of hospital are well trained and qualified 3.375 5.250 -1.875
The key staff of hospital has adequate knowledge
3.696 5.894 -2.198
about their responsibilities
Staff of the hospital committed towards the
3.590 5.679 -2.090
services what they promised to do
Staff of the hospital are dependable in terms of
3.536 5.571 -2.036
their services
Staff of the hospital able to perform the promised
3.644 5.381 -1.737
service accurately
Mean 3.568 5.555 -1.987
Standard Deviation 0.123 0.252 -0.128
Source: Field Survey

Table 5.14 shows the distribution of GAP scores between perceptions and
expectations of respondent patients of Care Hospital on the ‘RELIABILITY’ one of
the Service Quality Dimension in select sample Corporate Hospitals in Hyderabad
city of Telangana state. It is understood from the table above that there is an overall

133
negative gap of -1.987 between the expected scores 5.555 and the 3.568 perceived
score of the respondent patients of Care Hospital in Hyderabad city of Telangana
state.

From the foregoing analysis one can infer that the patients of Care hospital
have expected more that the key Staff of the hospital should have the knowledge
about their responsibilities, the perceptions of respondent patients of Care hospital
were also high on the above said service quality dimensions which relate to the
RELIABILITY of the SERVQUAL MODEL. But, there was a huge gap of -2.198
between the expectations and the perceptions of respondent patients of the Care
hospital on the service quality which they expected that the key Staff of the hospital
should have the knowledge about their responsibilities. There was a less gap of -1.737
between the expected and the perceived scores of the respondent patients on the
service quality dimension Staff of the hospital able to perform the promised service
accurately. The standard deviation of the above discussed score values reveals the
there is a less deviation of -0.089. The scores of perceived, expected and gap scores
are presented graphically in chart 5.14A using 3D stacked column bar diagram in the
following manner.
Chart 5.14A: GAP Scores of Care Hospital - Reliability
5.89 5.68 5.57 5.38 5.55
6 5.25

5
3.7 3.59 3.54 3.64 3.57
4 3.38

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2 -1.74
-1.88 -2.09 -2.04 -1.99
-2.2
-3
CH P - Score CH E -Score CH (P - E) Score

Table 5.15

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Aware Gleneagles Global Hospital on the ‘RELIABILITY’ one of the

134
 Service Quality Dimension in select sample Corporate Hospitals in Hyderabad
city of Telangana state

Aware Gleneagles Global

SERVQUAL Dimension
Hospital
RELIABILITY (P – E)
P Score E Score
(Ability to Perform) Score
The staff of hospital are well trained and qualified 3.054 4.607 -1.553
The key staff of hospital has adequate knowledge
3.482 5.465 -1.983
about their responsibilities
Staff of the hospital committed towards the
3.482 5.469 -1.988
services what they promised to do
Staff of the hospital are dependable in terms of
3.590 5.679 -2.090
their services
Staff of the hospital able to perform the promised
3.644 5.381 -1.737
service accurately
Mean 3.450 5.320 -1.870
Standard Deviation 0.232 0.414 -0.182
Source: Field Survey

Table 5.15 shows the distribution of GAP scores between perceptions and
expectations of respondent patients of AGG Hospital on the ‘RELIABILITY’ one of
the Service Quality Dimension among the select Corporate Hospitals in Hyderabad
city of Telangana state. It is understood from the table above that there was an overall
negative gap of -1.870 between the expected score 5.320 and the 3.450 perceived
score of the respondent patients of the Care Hospital in Hyderabad city of Telangana
state.

From the foregoing analysis one can infer that the patients of AGG hospital
have expected more that the Staff of the hospital should be dependable on their
services. Whereas the perceptions of respondent patients of AGG hospital were also
high on the above said service quality dimensions which relate to the RELIABILITY
of the SERVQUAL MODEL. But, there was a huge gap of -2.090 between the
expectations and the perceptions of respondent patients of AGG hospital on the
service quality which they expected that the Staff of the hospital should be
dependable on their services. There was a less gap of -1.553 between the expected and
the perceived scores of the respondent patients on the service quality dimension the
staffs of the hospital are well trained and qualified. The standard deviation of the
above discussed score values reveals the there is a less deviation of -0.182. The scores
of perceived, expected and gap scores are presented graphically in chart 5.15A using
3D stacked column bar diagram in the following manner.
135
 Chart 5.15A: GAP Scores of AGG Hospital – Reliability
5.47 5.68
6 5.46 5.38 5.32
4.61
5

3.48 3.48 3.59 3.64 3.45

4
3.05
3

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2 -1.55 -1.74
-1.98 -1.99 -1.87
-2.09
-3
AGGH P - Score AGGH E -Score AGGH (P - E) Score

Table 5.16

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients on the RELIABILITY one of the Service Quality Dimension in select
sample Corporate Hospitals in Hyderabad city of Telangana state

Select Sample Corporate Hospitals in Hyderabad city of

SERVQUAL
Dimension Sunshine Hospital Yashoda Hospital KIMS Hospital C
RELIABILITY P E (P-E) P E (P-E) P E (P-E) P
(Ability to Perform) Score Score Score Score Score Score Score Score Score Score
The staff of hospital
are well trained and 3.321 5.144 -1.823 3.375 5.250 -1.875 3.482 5.465 -1.983 3.375
qualified
The key staff of
hospital has adequate
3.215 4.929 -1.715 3.429 5.357 -1.928 3.590 5.679 -2.090 3.696
knowledge about their
responsibilities
Staff of the hospital
committed towards the
3.429 5.357 -1.928 3.536 5.571 -2.036 3.482 5.465 -1.983 3.590
services what they
promised to do
Staff of the hospital are
dependable in terms of 3.321 5.144 -1.823 3.482 5.465 -1.983 3.536 5.571 -2.036 3.536
their services
Staff of the hospital
able to perform the
3.429 5.357 -1.928 3.375 5.250 -1.875 3.644 5.786 -2.142 3.644
promised service
accurately
Mean 3.343 5.186 -1.843 3.439 5.378 -1.939 3.546 5.593 -2.047 3.568

136
Standard Deviation 0.090 0.179 -0.089 0.070 0.140 -0.070 0.070 0.140 -0.070 0.123
Source: Field Survey

Table 5.16 describes the distribution of GAP Scores between Perceptions and
Expectations of respondent customers on the RELIABILITY (Ability to Perform) one
of the Service Quality Dimension in select Corporate Hospitals in Hyderabad city of
Telangana state. It is understood from the table above that there is a less gap of -2.047
between the perceived scores and expected scores of respondent customers at KIMS
Hospital for the service quality measurement in SERVQUAL model dimension.

When it comes to the individual questions which were posed to the respondent
patients the variable ‘The key staff of the hospital has adequate knowledge about their
responsibilities’ has got a less gap score of -2.198 by the Care hospital among all the
five select corporate hospitals in Hyderabad city of Telangana state, followed by
-2.142 of gap score for the question ‘Staff of the hospital able to perform the promised
service accurately’ by the KIMS Hospital, a gap of -2.090 score for the question ‘Staff
of the hospital committed towards the services what they promised to do’ at Care
Hospital again, -2.036 gap score for the question ‘Staff of the hospital are dependable
in terms of their services’ at KIMS Hospital and gap score of -1.983 for the question
‘The staff of hospital are well trained and qualified’ at KIMS Hospital again.

From the foregoing analysis one can infer that the respondent patients of Care
Hospital have high perception value of 3.568 and the respondent patients of Sunshine
hospital have less perception value of 3.343 among all the five select sample
corporate hospitals in Hyderabad city of Telangana state. The respondent patients of
Care Hospital have more percept that the key staff of the hospital has adequate
knowledge about their responsibilities. The respondent customers of Care Hospital
have high level of perception on that the staff of the hospital committed towards their
services what they promised to do so. The highest perception value expressed by the
respondent patients of Aware Gleneagles Global Hospital that the staff of the hospital
are dependable in terms of their services. Aware highest perception level has observed
with the respondent customers of KIMS Hospital, Care Hospital and Aware
Gleneagles Global Hospital together that the staff of the hospital able to perform the
promised service accurately. An overall high negative gap score -2.047 has opined by
the respondent patients of KIMS Hospital on the different measurements of
SERVQUAL model dimensions, the service quality dimension called

137
‘RELIABILITY’ is measured to assess the ability to perform. The perceived,
expected and gap scores are shown graphically in chart 5.16A using 3D Clustered
column diagram as below.
Chart 5.16A: 3D Clustered Chart GAP Scores of select Corporate Hospitals in
Hyderabad city of Telangana state – RELIABILITY

-1

-2

-3

Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the service quality dimension ‘Reliability’ among the select

138
 corporate hospitals in Hyderabad city of Telangana state the paired t-test has applied
and the results are presented below.

Table 5.16B - Paired Samples Statistics of Service Quality dimension ‘Reliability’

Mean N Std. Std. Error
Deviation Mean
The staff of hospital are well trained and
3.34300 5 .089644 .040090
qualified
Pair 1
The staff of hospital are well trained and
5.18620 5 .178927 .080018
qualified
The key staff of hospital has adequate
3.43940 5 .069909 .031264
knowledge about their responsibilities
Pair 2
The key staff of hospital has adequate
5.37860 5 .139665 .062460
knowledge about their responsibilities
Staff of the hospital committed towards the
3.54680 5 .070407 .031487
services what they promised to do
Pair 3
Staff of the hospital committed towards the
5.59320 5 .139550 .062409
services what they promised to do
Staff of the hospital are dependable in
3.56820 5 .123407 .055189
terms of their services
Pair 4
Staff of the hospital are dependable in
5.55500 5 .251920 .112662
terms of their services
Staff of the hospital able to perform the
3.45040 5 .232432 .103947
promised service accurately
Pair 5
Staff of the hospital able to perform the
5.32020 5 .413581 .184959
promised service accurately
Source: Results of SPSS
From the above Table 5.16B it is the constructive evidence that the paired
sample statistics revealed that the Pair-4 variable ‘staffs of the hospital are dependable
in terms their services’ has the high value of population Mean 5.55500 and 3.56820.
The Pair-2 variable ‘the key staff of the hospital has adequate knowledge about their
responsibilities’ has shown the less deviation with the population standard deviation
value of 0.069909 and 0.139665.

Table 5.16C – Paired Samples Correlations

N Correlation Sig.

The staff of hospital are well trained and

Pair 1 qualified & The staff of hospital are well 5 1.000 .000
trained and qualified

139
 The key staff of hospital has adequate
knowledge about their responsibilities &
Pair 2 5 1.000 .000
The key staff of hospital has adequate
knowledge about their responsibilities

Staff of the hospital committed towards the

services what they promised to do & Staff
Pair 3 5 1.000 .000
of the hospital committed towards the
services what they promised to do

Staff of the hospital are dependable in terms

Pair 4 of their services & Staff of the hospital are 5 .734 .158
dependable in terms of their services

Staff of the hospital able to perform the

promised service accurately & Staff of the
Pair 5 5 .920 .027
hospital able to perform the promised
service accurately

Source: Results of SPSS

It is understood from the above Table 5.16C depicts that the paired samples
correlations of all the variables have correlated the strongly positive among all the
select corporate hospitals in Hyderabad city of Telangana state with respect to the
service quality dimension ‘Reliability’ and also it is the constructive evidence that the
Pair-1, Pair-2, Pair-3 and Pair-5 have shown the statistically significance that the P-
values less than the alpha except the Pair-4.

H0: There is no significant difference between the samples of variables of service

quality dimension ‘Reliability’ and the select corporate hospitals in Hyderabad
city of Telangana state

Table 5.16D – Paired Samples test results

Paired Differences t
95% Confidence
Std. Std. Error Interval of the
Mean
Deviation Mean Difference
Lower Upper
staff of hospital are well trained and qualified - The
-1.843200 .089290 .039932 -1.954068 -1.732332 -46.159
of hospital are well trained and qualified

140
key staff of hospital has adequate knowledge about
responsibilities - The key staff of hospital has -1.939200 .069758 .031197 -2.025816 -1.852584 -62.160
uate knowledge about their responsibilities
of the hospital committed towards the services what
promised to do - Staff of the hospital committed -2.046400 .069143 .030922 -2.132253 -1.960547 -66.180
rds the services what they promised to do
of the hospital are dependable in terms of their
ces - Staff of the hospital are dependable in terms of -1.986800 .181847 .081324 -2.212592 -1.761008 -24.431
services
of the hospital able to perform the promised service
rately - Staff of the hospital able to perform the -1.869800 .219429 .098132 -2.142257 -1.597343 -19.054
ised service accurately
Source: Results of SPSS
Table 5.16D explains the association of attributes between the paired sample s
of dependent variables of service quality dimension ‘Reliability’ among the select
corporate hospitals and the independent variable type of visit of respondent patients’
in all the five select corporate hospitals in Hyderabad city of Telangana state. Above
table shows the constructive evidence that the P value is less than the table value
(P=0.000<0.005) at 5 per cent level of significance. Hence there is significant
difference between the variables type of visit of respondent patients who utilized the
services with the respective select sample corporate hospitals. Thus, the null
hypothesis (Ho) is accepted and there is no difference between the population samples
of perceived scores and expected scores.

After observing the above results an attempt made to test the association
between the perceived sores of the variable ‘The staff of the hospital was well trained
and qualified’ and the expected scores of ‘Staff of the hospital is dependable in terms
of their services’ considering a Pair-1 and the perceived scores of the variable ‘Staff
of the hospital committed towards the services what they promised to do’ and the
expected scores of the variable ‘Staff of the hospital are able to perform the promised
services accurately’ as a Pair-2. The results presented below

Table 5.16E - Paired Samples Statistics of select dependent variables of Service

Quality dimension ‘Reliability’
Mean N Std. Std. Error
Deviation Mean
Pair 1 The staff of hospital are well 3.32140 5 .160500 .071778
trained and qualified

141
 Staff of the hospital are
dependable in terms of their 5.48600 5 .205611 .091952
services
Staff of the hospital committed
towards the services what they 3.50380 5 .061263 .027398
promised to do
Pair 2
Staff of the hospital able to
perform the promised service 5.43100 5 .205707 .091995
accurately
Source: Results of SPSS

From the above Table 5.16E it is the constructive evidence that the paired
sample statistics revealed that the Pair-2 the combination of variables, the expected
scores of ‘Staffs of the hospital committed towards the services what they promised to
do’ with the perceived score of ‘Staff of the hospital able to perform the promised
services accurately’ and has proved that the high value of population Mean 5.543100
of perceived average score over the expected average score of 3.50380. The standard
deviation of Pair-2 between these variables has shown the less deviation.
Table 5.16F – Paired Samples Correlations
N Correlatio Sig.
n
The staff of hospital are well trained and qualified – Staff
Pair 1 5 -.261 .672
of the hospital are dependable in terms of their services
Staff of the hospital committed towards the services what
Pair 2 they promised to do – Staff of the hospital able to perform 5 -.223 .718
the promised service accurately
Source: Results of SPSS

It is understood from the above Table 5.16F depicts that the paired samples
correlations of both the variables have a weak negative correlation among all the
select corporate hospitals in Hyderabad city of Telangana state with respect to the
service quality dimension ‘Reliability’ regarding the combinations of Pair-1 and Pair-
2 and also it is the constructive evidence that the both the pairs have shown the
statistically not significant that the P-values greater than the 0.05 percent level of
significance. Hence, it is said that there is significant difference between both the
Pairs.

H0: There is no significant difference between the samples of combined pair’s

variables of service quality dimension ‘Reliability’ and the select corporate
hospitals in Hyderabad city of Telangana state

142
 Table 5.16G – Paired Samples test results
Paired Differences
95% Confidence Sig.
Std. Interval of the d
Std. t (2-
Mean Error Difference f
Deviation tailed)
Mean
Lower Upper
Reli1P
.
Pair 1 - -2.164600 .291944 -2.527096 -1.802104 -16.579 4 .000
130561
Reli4E
Reli3P
.
Pair 2 - -1.927200 .227365 -2.209511 -1.644889 -18.953 4 .000
101681
Reli5E
Source: Results of SPSS

Table 5.16G explains the association of attributes between the paired samples
of combined variables of service quality dimension ‘Reliability’ among the select
corporate hospitals among all the five select corporate hospitals in Hyderabad city of
Telangana state. Above table shows the constructive evidence that the P value is less
than the table value (P=0.000<0.005) at 5 per cent level of significance. Hence there
is significant difference between the pairs of combined variables. Thus, the null
hypothesis (Ho) is accepted and there is no difference between the population samples
of perceived scores and expected scores of pairs of combined variables.

Table 5.17

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Sunshine Hospital on the ‘RESPONSIVENESS’ (Willingness to help)
one of the Service Quality Dimension in select sample Corporate Hospitals in
Hyderabad city of Telangana state

SERVQUAL Dimension Sunshine Hospital

RESPONSIVENESS (P – E)
P Score E Score
(Willingness to help) Score
The staff of hospital are well trained and qualified 3.590 5.679 -2.090
The key staff of hospital has adequate knowledge
3.375 5.250 -1.875
about their responsibilities
Staff of the hospital committed towards the
3.644 5.786 -2.142
services what they promised to do
Staff of the hospital are dependable in terms of
3.696 5.894 -2.198
their services
Staff of the hospital able to perform the promised
3.750 6.000 -2.250
service accurately
Mean 3.611 5.722 -2.111
Standard Deviation 0.145 0.290 -0.145

143
Source: Field Survey

Table 5.17 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent patients of the Sunshine Hospital on the
‘RESPONSIVENESS’ one of the Service Quality Dimension among the select
Corporate Hospitals in Hyderabad city of Telangana state. It is understood from the
table above that there was an overall negative gap between expected score of 5.722
and the 3.611 the perceived score of the respondent patients of Sunshine Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
Sunshine hospital have expected more that the Staff of the hospital should repeatedly
review and provide the services whenever required. Whereas the perceptions of
respondent patients of Sunshine hospital are high on the above said service quality
dimensions which relate to the ‘RESPONSIVENESS’ of the SERVQUAL MODEL.
But, there was a huge gap of -2.250 between the expectations and the perceptions of
respondent patients of the Sunshine hospital on the service quality which they
expected that the Staff of the hospital should review and provide the services
whenever required. There was a less gap of -1.875 between the expected and the
perceived scores of the respondent patients on the service quality dimension; the Staff
was readily available with hospital to provide prompt services timely. The standard
deviation of the above discussed score values reveals the there is a less deviation of
-0.145. The scores of perceived, expected and gap scores are presented graphically in
chart 5.17A using 3D stacked column bar diagram in the following manner.
Chart 5.17A: GAP Scores of Sunshine Hospital - Responsiveness

144
 5.89 6
5.68 5.79 5.72
6 5.25

5
3.59 3.64 3.7 3.75 3.61
4 3.38

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-1.88
-2.09 -2.14 -2.2 -2.25 -2.11
-3
SSH P - Score SSH E -Score SSH (P - E) Score

Table 5.18

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Yashoda Hospital on the ‘RESPONSIVENESS’ one of the Service
Quality Dimension in select sample Corporate Hospitals in Hyderabad city of
Telangana state

SERVQUAL Dimension Yashoda Hospital

RESPONSIVENESS (P – E)
P Score E Score
(Willingness to help) Score
The staff of hospital are well trained and qualified 3.440 5.679 -2.240
The key staff of hospital has adequate knowledge
3.696 5.894 -2.198
about their responsibilities
Staff of the hospital committed towards the
3.644 5.786 -2.142
services what they promised to do
Staff of the hospital are dependable in terms of
3.750 6.000 -2.250
their services
Staff of the hospital able to perform the promised 3.750 6.000 -2.250

145
 service accurately
Mean 3.656 5.872 -2.216
Standard Deviation 0.129 0.140 -0.011
Source: Field Survey

Table 5.18 shows the distribution of GAP scores between perceptions and
expectations of respondent patients of Yashoda Hospital on the
‘RESEPONSIVENESS’ the Service Quality Dimension among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.216 between the expected score of 5.872
and the 3.656 perceived score of the respondent patients of Yashoda Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
Yashoda hospital have expected more that the Staff has attended the cases
immediately entering into the hospital premises and the Staff should repeatedly
review and provide the services whenever required. Whereas the perceptions of
respondent patients of the Yashoda hospital are also high on the above said service
quality dimensions which relate to the RELIABILITY of the SERVQUAL MODEL.
But, there was a huge gap of -2.250 between the expectations and the perceptions of
the respondent patients of the Yashoda hospital on the service quality dimensions the
Staff has attended the cases immediately entering into the hospital premises and the
Staff should repeatedly review and provide the services whenever required. There was
a less gap of -2.142 between the expected and the perceived scores of the respondent
patients on the service quality dimension the hospital has provided service at the time
to which it promised to do so. The standard deviation of the above discussed score
values reveals the there is a less deviation of -0.011. The scores of perceived,
expected and gap scores are presented graphically in chart 5.18A using 3D stacked
column bar diagram in the following manner.

146
 Chart 5.18A: GAP Scores of Yashoda Hospital - Responsiveness

5.89 5.79 6 6 5.87

5.68
6

5
3.7 3.64 3.75 3.75 3.66
4 3.44

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.24 -2.2 -2.14 -2.25 -2.25 -2.22
-3
YH P - Score YH E -Score YH (P - E) Score

Table 5.19
Distribution of GAP Scores between Perceptions and Expectations of respondent
patients of Kamineni Hospital on the ‘RESPONSIVENESS’ one of the Service
Quality Dimension in select sample Corporate Hospitals in Hyderabad city of
Telangana state
SERVQUAL Dimension KIMS Hospital
RESPONSIVENESS (P – E)
P Score E Score
(Willingness to help) Score
The staff of hospital are well trained and qualified 3.590 5.679 -2.090
The key staff of hospital has adequate knowledge
3.644 5.786 -2.142
about their responsibilities
Staff of the hospital committed towards the
3.644 5.786 -2.142
services what they promised to do
Staff of the hospital are dependable in terms of
3.696 5.894 -2.198
their services
Staff of the hospital able to perform the promised
3.644 5.786 -2.142
service accurately
Mean 3.643 5.786 -2.143
Standard Deviation
Source: Field Survey

Table 5.19 shows the distribution of GAP scores between perceptions and
expectations of respondent patients of KIMS Hospital on the ‘RESPONSIVENESS’

147
one of the Service Quality Dimension among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was an overall negative gap of -2.143 between the expected score 5.786 and the 3.643
the perceived score of the respondent patients of KIMS Hospital in Hyderabad city of
Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
KIMS hospital have expected more that the Staff of the hospital should attend the
cases immediately entering into the hospital premises. Whereas, the perceptions of
respondent patients of the KIMS hospital was also high on the above said service
quality dimension which relate to the ‘RESPONSIBILITY’ of the SERVQUAL
MODEL. But, there is a huge gap of -2.198 between the expectations and the
perceptions of respondent patients of the KIMS hospital on the service quality which
they expected that the Staff of the hospital should attend the cases immediately
entering into the hospital. There was a less gap of -2.090 between the expected and
the perceived scores of the respondent patients on the service quality dimension staffs
of the hospital should attend the cases immediately entering into the hospital. The
standard deviation of the above discussed score values reveals the there is a less
deviation of -0.038. The scores of perceived, expected and gap scores are presented
graphically in chart 5.19A using 3D stacked column bar diagram in the following
manner.
Chart 5.19A: GAP Scores of KIMS Hospital - Responsiveness
5.68 5.79 5.79 5.89 5.79 5.79
6

5
3.59 3.64 3.64 3.7 3.64 3.64
4

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.09 -2.14 -2.14 -2.2 -2.14 -2.14
-3
KIMS P - Score KIMS E -Score KIMS (P - E) Score

Table 5.20

148
Distribution of GAP Scores between Perceptions and Expectations of respondent
patients of Citizens Hospital on the ‘RESPONSIVENESS’ one of the Service
Quality Dimension in select sample Corporate Hospitals in Hyderabad city of
Telangana state
SERVQUAL Dimension Care Hospital
RESPONSIVENESS (P – E)
P Score E Score
(Willingness to help) Score
The staff of hospital are well trained and qualified 3.696 5.894 -2.198
The key staff of hospital has adequate knowledge
3.750 6.000 -2.250
about their responsibilities
Staff of the hospital committed towards the
3.590 5.679 -2.090
services what they promised to do
Staff of the hospital are dependable in terms of
3.536 5.571 -2.036
their services
Staff of the hospital able to perform the promised
3.644 5.786 -2.142
service accurately
Mean 3.643 5.786 -2.143
Standard Deviation 0.085 0.170 -0.085
Source: Field Survey

Table 5.20 shows the distribution of GAP scores between perceptions and
expectations of the respondent patients of the Care Hospital on the
‘RESPONSIVENESS’ one of the Service Quality Dimension among the select
Corporate Hospitals in Hyderabad city of Telangana state. It is understood from the
table above that there was an overall negative gap of -2.143 between the expected
score of 5.786 and the 3.643 of perceived score of the respondent patients of Care
Hospital in Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
Care hospital have expected more that the Staff should be readily available with
hospital to provide prompt services timely. Whereas the perceptions of respondent
patients of Care hospital was also high on the above said service quality dimension
which relate to the ‘RESPONSIVENESS’ of the SERVQUAL MODEL. But, there
was a huge gap of -2.250 between the expectations and the perceptions of respondent
patients of Care hospital on the service quality which they have expected that the Staff
should be readily available with hospital to provide prompt services timely. There was
a less gap of -2.036 between the expected and the perceived scores of the respondent
patients on the service quality dimension the staffs of the hospital should attend the
cases immediately entering into the hospital premises. The standard deviation of the
above discussed score values reveals the there is a less deviation of -0.085. The scores

149
of perceived, expected and gap scores are presented graphically in chart 5.20A using
3D stacked column bar diagram in the following manner.
Chart 5.20A: GAP Scores of Care Hospital - Responsiveness
5.89 6
5.68 5.79 5.79
6 5.57

5
3.7 3.75 3.59 3.54 3.64 3.64
4

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.2 -2.09 -2.04 -2.14 -2.14
-2.25
-3
CH P - Score CH E -Score CH (P - E) Score

Table 5.21

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Aware Gleneagles Global Hospital on the ‘RESPONSIVENESS’ one
of the Service Quality Dimension in select sample Corporate Hospitals in
Hyderabad city of Telangana state

Aware Gleneagles Global

SERVQUAL Dimension
Hospital
RESPONSIVENESS (P – E)
P Score E Score
(Willingness to help) Score
The staff of hospital are well trained and qualified 3.590 5.679 -2.090
The key staff of hospital has adequate knowledge
3.590 5.679 -2.090
about their responsibilities
Staff of the hospital committed towards the
3.536 5.571 -2.036
services what they promised to do
Staff of the hospital are dependable in terms of
3.696 5.894 -2.198
their services
Staff of the hospital able to perform the promised
3.644 5.786 -2.142
service accurately
Mean 3.611 5.722 -2.111
Standard Deviation 0.061 0.122 -0.061
Source: Field Survey

Table 5.21 describes the distribution of GAP scores between the perceptions
and expectations of the respondent patients of the AGG Hospital on the
‘RESPONSIVENESS’ one of the Service Quality Dimension among the select
Corporate Hospitals in Hyderabad city of Telangana state. It is understood from the

150
 table above that there was an overall negative gap of -2.111 between the expected
score of 5.722 and the 3.611 of perceived score of the respondent patients of AGG
Hospital in Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of AGG
hospital have expected more that the Staff of the hospital should attend the cases
immediately entering into the hospital premises. Whereas the perceptions of
respondent patients of AGG hospital also high on the above said service quality
dimension which relate to the ‘RESPONSIVENESS’ of the SERVQUAL MODEL.
But, there was a huge gap of -2.198 between the expectations and the perceptions of
respondent patients of the AGG hospital on the service quality which they have
expected that the Staff of the hospital should attend the cases immediately entering
into the hospital premises. There was a less gap of -2.036 between the expected and
the perceived scores of the respondent patients on the service quality dimension the
hospital provide the services time to time which it promised to do so. The standard
deviation of the above discussed score values reveals the there is a less deviation of
-0.061. The scores of perceived, expected and gap scores are presented graphically in
chart 5.21A using 3D stacked column bar diagram in the following manner.
Chart 5.21A: GAP Scores of AGG Hospital – Responsiveness
5.89 5.79 5.72
5.68 5.68 5.57
6

5
3.59 3.59 3.54 3.7 3.64 3.61
4

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.09 -2.09 -2.04 -2.2 -2.14 -2.11
-3
AGGH P - Score AGGH E -Score AGGH (P - E) Score

Table 5.22
Distribution of GAP Scores of Service Quality Dimension ‘Responsiveness’ of
select Corporate Hospitals
Select Sample Corporate Hospitals in Hyderabad city o
SERVQUAL Dimension
Sunshine Hospital Yashoda Hospital KIMS Hospital C

151
 RESPONSIVENESS P E (P-E) P E (P-E) P E (P-E) P
(Willingness to help) Score Score Score Score Score Score Score Score Score Scor
Hospital staff and
- - -
officials were responded 3.590 5.679 3.440 5.679 3.590 5.679 3.696
2.090 2.240 2.090
timely to serve better
Staff was readily
available with hospital to - - -
3.375 5.250 3.696 5.894 3.644 5.786 3.750
provide prompt services 1.875 2.198 2.142
timely
The hospital has provided
service at the time to - - -
3.644 5.786 3.644 5.786 3.644 5.786 3.590
which it promised to do 2.142 2.142 2.142
so
Staff has attended the
cases immediately - - -
3.696 5.894 3.750 6.000 3.696 5.894 3.536
entering into the hospital 2.198 2.250 2.198
premises
Staff repeatedly reviewed
- - -
and provided services 3.750 6.000 3.750 6.000 3.644 5.786 3.644
2.250 2.250 2.142
whenever required
- - -
Mean 3.611 5.722 3.656 5.872 3.643 5.786 3.643
2.111 2.216 2.143
- - -
Standard Deviation 0.145 0.290 0.129 0.140 0.038 0.076 0.085
0.145 0.011 0.038
Source: Field Survey

Table 5.22 describes the distribution of GAP Scores between Perceptions and
Expectations of respondent patients on the RESPONSIVENESS (Willingness to help)
one of the Service Quality Dimension among the select Corporate Hospitals in
Hyderabad city of Telangana state. It is understood from the table above that there
was highest gap of -2.216 between the perceived scores and the expected scores of the
respondent patients of KIMS and Care Hospitals and a less gap score of -2.111 of
SSH and AGG hospitals together for the service quality measurement in SERVQUAL
dimension.
There was high gap score of -2.198 has been identified between the scores of
expected and perceived among the variables towards the service quality dimension of
‘RESPONSIVENESS’ which was provided by the KIMS hospital for the individual
variable called the staff has attended the cases immediately entering into the hospital
premises, at the same time for the Care hospital has got the high value of gap score of
-2.198 towards the hospital staff and officials were responded timely to serve better.

152
There was a less gap score of -1.875 for the variable that the staff readily available
with the hospital to provide the prompt services timely.
From the foregoing analysis one can infer that the respondent patients of
KIMS Hospital and the Care hospital have expressed their opinions that there was a
high gap of the scores between perceived and expected towards the services which
they have availed by the corporate hospitals in Hyderabad city of Telangana state on
the service quality dimension ‘RESPONSIVENESS’ which has five different
variables to measure the concerned dimension have expressed that the respondent
patients of KIMS hospital have said that the staff of have attended the cases
immediately when they entered into the hospital premises, the respondent patients of
Care hospital have opined that the hospital staff and officials were responded timely
to serve better. Whereas the respondent patients of the Sunshine hospital and AGG
hospitals which are having the less gap score are expressed that the respondent
patients of Sunshine hospital have opined that the Staff was readily available with
hospital to provide prompt services timely and respondent patients of the AGG
hospital have expressed that the hospital has provided service at the time to which it
promised to do so. An overall a less negative gap score -2.111 has observed with the
Sunshine Hospital and the AGG hospitals together on the different measurements of
SERVQUAL dimensions, the dimension RESPONSIVENESS was measured to
evaluate the ability to perform. The scores of perceived, expected and gap scores are
presented graphically in chart 5.22A using 3D stacked column bar diagram in the
following manner.

Chart 5.22A: GAP Scores of select sample Corporate Hospitals in Hyderabad

city of Telangana state – RESPONSIVENESS

153
 6

-1

-2

-3

Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the service quality dimension ‘Responsiveness’ among the select
corporate hospitals in Hyderabad city of Telangana state the paired t-test has applied
and the results are presented below.

Table 5.22B - Paired Samples Statistics of Service Quality dimension ‘Responsiveness’

Mean N Std. Std. Error
Deviation Mean
Hospital staff and officials were responded
3.61100 5 .144717 .064719
timely to serve better
Pair 1
Hospital staff and officials were responded
5.72180 5 .289654 .129537
timely to serve better

154
 Staff was readily available with hospital to
3.65600 5 .128522 .057477
provide prompt services timely
Pair 2
Staff was readily available with hospital to
5.87180 5 .139550 .062409
provide prompt services timely
The hospital has provided service at the
3.64360 5 .037481 .016762
time to which it promised to do so
Pair 3
The hospital has provided service at the
5.78620 5 .076014 .033995
time to which it promised to do so
Staff has attended the cases immediately
3.64320 5 .084435 .037760
entering into the hospital premises
Pair 4
Staff has attended the cases immediately
5.78600 5 .169657 .075873
entering into the hospital premises
Staff repeatedly reviewed and provided
3.61120 5 .060870 .027222
services whenever required
Pair 5
Staff repeatedly reviewed and provided
5.72180 5 .122657 .054854
services whenever required
Source: Results of SPSS
From the above Table 5.22B it is the constructive evidence that the paired
sample statistics revealed that the Pair-2 variable ‘Staff was readily available with
hospital to provide prompt services timely’ has the high value of population Mean
5.87180 and 3.65600. The Pair-3 the variable ‘The hospital has provided service at the
time to which it promised to do so’ has shown the less deviation with the population
standard deviation value of 0.037481 and 0.076014.
Table 5.22C – Paired Samples Correlations
N Correlation Sig.

Hospital staff and officials were responded

timely to serve better & Hospital staff and
Pair 1 5 1.000 .000
officials were responded timely to serve
better

Staff was readily available with hospital to

provide prompt services timely & Staff was
Pair 2 5 .943 .016
readily available with hospital to provide
prompt services timely

155
 The hospital has provided service at the
time to which it promised to do so & The
Pair 3 5 1.000 .000
hospital has provided service at the time to
which it promised to do so

Staff has attended the cases immediately

entering into the hospital premises & Staff
Pair 4 5 1.000 .000
has attended the cases immediately entering
into the hospital premises

Staff repeatedly reviewed and provided

services whenever required & Staff
Pair 5 5 1.000 .000
repeatedly reviewed and provided services
whenever required

Source: Results of SPSS

It is understood from the above Table 5.22C depicts that the paired samples
correlations of all the variables have correlated the strongly positive among all the
select corporate hospitals in Hyderabad city of Telangana state with respect to the
service quality dimension ‘Responsiveness’ and also it is the constructive evidence
that all the pairs have shown the statistically significance difference that the P-values
less than the alpha.

H0: There is no significant difference between the samples of variables of service

quality dimension ‘Responsiveness’ and the select corporate hospitals in
Hyderabad city of Telangana state

Table 5.22D – Paired Samples test results

Paired Differences t
95% Confidence
Std. Std. Error Interval of the
Mean
Deviation Mean Difference
Lower Upper
ital staff and officials were responded timely to serve
r - Hospital staff and officials were responded timely -2.110800 .144940 .064819 -2.290767 -1.930833 -32.564
rve better

was readily available with hospital to provide

-
pt services timely - Staff was readily available with -2.215800 .046478 .020786 -2.273510 -2.158090
106.603
ital to provide prompt services timely

156
hospital has provided service at the time to which it
-
ised to do so - The hospital has provided service at -2.142600 .038546 .017238 -2.190461 -2.094739
124.293
me to which it promised to do so

has attended the cases immediately entering into the

ital premises - Staff has attended the cases -2.142800 .085227 .038115 -2.248624 -2.036976 -56.220
ediately entering into the hospital premises

repeatedly reviewed and provided services whenever

red - Staff repeatedly reviewed and provided services -2.110600 .061792 .027634 -2.187325 -2.033875 -76.376
never required

Source: Results of SPSS

Table 5.22D explains the association of attributes between the paired samples
of dependent variables of service quality dimension ‘Responsiveness’ among the
select corporate hospitals among all the five select corporate hospitals in Hyderabad
city of Telangana state. Above table shows the constructive evidence that the P value
is less than the table value (P=0.000<0.005) at 5 per cent level of significance. Hence
there is no significant difference between the pairs of variables. Thus, the null
hypothesis (Ho) is accepted and there is no difference between the population samples
of perceived scores and expected scores.

Table 5.23

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Sunshine Hospital on the ‘ASSURANCE (Knowledge and Courtesy of
Employees)’ one of the Service Quality Dimension in select sample Corporate
Hospitals in Hyderabad city of Telangana state

SERVQUAL Dimension Sunshine Hospital

ASSURANCE (P – E)
P Score E Score
(Knowledge and Courtesy of Employees) Score
The staff of hospital are well trained and qualified 3.161 4.821 -1.661
The key staff of hospital has adequate knowledge
3.054 4.607 -1.553
about their responsibilities
Staff of the hospital committed towards the
3.536 5.571 -2.036
services what they promised to do
Staff of the hospital are dependable in terms of
3.429 5.357 -1.928
their services
Staff of the hospital able to perform the promised
3.321 5.144 -1.823
service accurately
Mean 3.300 5.100 -1.800
Standard Deviation 0.195 0.391 -0.196
Source: Field Survey

157
 Table 5.23 depicts the distribution of GAP scores between the perceptions and
the expectations of the respondent patients of the Sunshine Hospital on the different
variables of the Service Quality Dimension ‘ASSURANCE’ among the select
Corporate Hospitals in Hyderabad city of Telangana state. It is understood from the
table above that there was an overall negative gap between the expected score of
5.100 and the 3.300 the perceived score of the respondent patients of Sunshine
Hospital in Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of
Sunshine hospital have high expectations towards that the Hospital should fulfill what
they assured to do so. Whereas the perceptions of the respondent patients of Sunshine
hospital also high on the above said service quality dimension which relate to the
RELIABILITY of the SERVQUAL MODEL. But, there was a huge gap of -2.036
between the expectations and the perceptions of the respondent patients of Sunshine
hospital on the service quality which they expected that the Hospital fulfilled what
they assured to do so. There was a less gap of -1.553 between the expected and the
perceived scores of the respondent patients on the service quality dimension that the
Hospital staff and employees well curtest. The standard deviation of the above
discussed score values reveals the there is a less deviation of -0.196. The scores of
perceived, expected and gap scores are presented graphically in chart 5.23A using 3D
stacked column bar diagram in the following manner.
Chart 5.23A: GAP Scores of Sunshine Hospital – Assurance

6 5.57 5.36 5.14 5.1

4.82 4.61
5

4 3.54 3.43 3.32

3.16 3.3
3.05
3

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2 -1.66 -1.55
-1.93 -1.82 -1.8
-2.04
-3
SSH P - Score SSH E -Score SSH (P - E) Score

158
 Table 5.24

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Yashoda Hospital on the ‘ASSURANCE (Knowledge and Courtesy of
Employees)’ one of the Service Quality Dimension in select sample Corporate
Hospitals in Hyderabad city of Telangana state

SERVQUAL Dimension Yashoda Hospital

ASSURANCE (P – E)
P Score E Score
(Knowledge and Courtesy of Employees) Score
The staff of hospital are well trained and qualified 3.590 5.679 -2.090
The key staff of hospital has adequate knowledge
3.696 5.894 -2.198
about their responsibilities
Staff of the hospital committed towards the
3.644 5.786 -2.142
services what they promised to do
Staff of the hospital are dependable in terms of
3.644 5.786 -2.142
their services
Staff of the hospital able to perform the promised
3.696 5.894 -2.198
service accurately
Mean 3.654 5.807 -2.154
Standard Deviation 0.044 0.090 -0.045
Source: Field Survey

Table 5.24 shows the distribution of GAP scores between the perceptions and
the expectations of the respondent patients of Yashoda Hospital on the different
variables of Service Quality Dimension ‘ASSURANCE’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.154 between the expected score of 5.807
and the 3.654 of perceived score of the respondent patients of Yashoda Hospital in
Hyderabad city of Telangana state.

159
 From the foregoing analysis one can infer that the respondent patients of
Yashoda hospital have expected more on the variable that the Hospital staff and
employees should be well curtest and the Staff of the hospital conveyed trust and
confidence. Whereas the perceptions of respondent patients of Yashoda hospital are
also high on the above said service quality dimensions which relate to the
ASSURANCE of the SERVQUAL MODEL. But, there was a huge gap of -2.198
between the expectations and the perceptions of respondent patients of Yashoda
hospital on the service quality which they expected that the Hospital staff and
employees should be well curtest and Staff of the hospital conveyed trust and
confidence. There was a less gap of -2.142 between the expected and the perceived
scores of the respondent patients on the service quality dimensions that the Hospital
staff and employees should be well curtest and the Hospital should fulfill what they
assured to do so. The standard deviation of the above discussed score values reveals
the there is a less deviation of -0.045. The scores of perceived, expected and gap
scores are presented graphically in chart 5.24A using 3D stacked column bar diagram
in the following manner.
Chart 5.24A: GAP Scores of Yashoda Hospital – Assurance
5.68 5.89 5.79 5.79 5.89 5.81
6

5
3.59 3.7 3.64 3.64 3.7 3.65
4

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.09 -2.2 -2.14 -2.14 -2.2 -2.15
-3
YH P - Score YH E -Score YH (P - E) Score

160
 Table 5.25

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Kamineni Hospital on the ‘ASSURANCE (Knowledge and Courtesy
of Employees)’ one of the Service Quality Dimension in select sample Corporate
Hospitals in Hyderabad city of Telangana state

SERVQUAL Dimension KIMS Hospital

ASSURANCE (P – E)
P Score E Score
(Knowledge and courtesy of Employees) Score
The staff of hospital are well trained and qualified 3.644 5.786 -2.142
The key staff of hospital has adequate knowledge
3.696 5.894 -2.198
about their responsibilities
Staff of the hospital committed towards the
3.644 5.786 -2.142
services what they promised to do
Staff of the hospital are dependable in terms of
3.536 5.571 -2.036
their services
Staff of the hospital able to perform the promised
3.429 5.357 -1.928
service accurately
Mean 3.590 5.678 -2.089
Standard Deviation 0.107 0.088 -0.088
Source: Field Survey

Table 5.25 shows the distribution of GAP scores between the perceptions and
the expectations of the respondent patients of the KIMS Hospital on the different
variables of Service Quality Dimension ‘ASSURANCE’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.089 between the expected score of 5.678
and the 3.590 of perceived score of the respondent patients of the KIMS Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
KIMS hospital have expected more on the variable that the Hospital staff and
employees should be well curtest. Whereas the perceptions of respondent patients of
the KIMS hospital are also having a high value on the above said service quality
dimensions which relate to the ASSURANCE of the SERVQUAL MODEL. But,
there was a huge gap of -2.198 between the expectations and the perceptions of
respondent patients of the KIMS hospital on the service quality which they have
expected that the Hospital staff and employees should be well curtest. There was a
less gap of -1.928 between the expected and the perceived scores of the respondent
patients on the service quality dimensions that the Staff of the hospital should convey

161
the trust and confidence. The standard deviation of the above discussed score values
reveals the there is a less deviation of -0.108. The scores of perceived, expected and
gap scores are presented graphically in chart 5.25A using 3D stacked column bar
diagram in the following manner.
Chart 5.25A: GAP Scores of KIMS Hospital – Assurance
5.79 5.89 5.79 5.68
6 5.57 5.36

5
3.64 3.7 3.64 3.54 3.59
4 3.43

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.14 -2.14 -2.04 -1.93 -2.09
-2.2
-3
KIMS P - Score KIMS E -Score KIMS (P - E) Score

Table 5.26

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Citizens Hospital on the ‘ASSURANCE (Knowledge and Courtesy of
Employees)’ one of the Service Quality Dimension in select sample Corporate
Hospitals in Hyderabad city of Telangana state

SERVQUAL Dimension Care Hospital

RELIABILITY (P – E)
P Score E Score
(Ability to Perform) Score
The staff of hospital are well trained and qualified 3.701 5.894 -2.193
The key staff of hospital has adequate knowledge
3.750 6.000 -2.250
about their responsibilities
Staff of the hospital committed towards the
3.536 5.571 -2.036
services what they promised to do
Staff of the hospital are dependable in terms of
3.696 5.894 -2.198
their services
Staff of the hospital able to perform the promised
3.750 6.000 -2.250
service accurately
Mean 3.686 5.872 -2.185
Standard Deviation 0.088 0.176 -0.088
Source: Field Survey

Table 5.26 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent patients of the Care Hospital on the different

162
variables of Service Quality Dimension ‘ASSURANCE’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.185 between the expected score of 5.872
and the 3.686 of perceived score of the respondent patients of the Care Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
Care hospital have expected more on the variable that the Hospital staff and
employees should be well curtest and the Staff of the hospital should convey the trust
and confidence. Whereas the perceptions of respondent patients of the Care hospital
are also having a high value on the above said service quality dimensions which relate
to the ASSURANCE of the SERVQUAL MODEL. But, there was a huge gap of
-2.250 between the expectations and the perceptions of respondent patients of the
Care hospital on the service quality which they have expected that the Hospital staff
and employees should be well curtest and the Staff of the hospital should convey the
trust and confidence. There was a less gap of -2.036 between the expected and the
perceived scores of the respondent patients on the service quality dimensions that the
Hospital should fulfill what they assured to do so. The standard deviation of the above
discussed score values reveals the there is a less deviation of -0.088. The scores of
perceived, expected and gap scores are presented graphically in chart 5.26A using 3D
stacked column bar diagram in the following manner.
Chart 5.26A: GAP Scores of Care Hospital – Assurance
5.89 6 5.89 6 5.87
6 5.57

5
3.7 3.75 3.7 3.75 3.69
4 3.54

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.19 -2.04 -2.2 -2.19
-2.25 -2.25
-3
CH P - Score CH E -Score CH (P - E) Score

163
 Table 5.27

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Aware Gleneagles Global Hospital on the ‘ASSURANCE (Knowledge
and Courtesy of Employees)’ one of the Service Quality Dimension in select
sample Corporate Hospitals in Hyderabad city of Telangana state

Aware Gleneagles Global

SERVQUAL Dimension
Hospital
ASSURANCE (P – E)
P Score E Score
(Knowledge and courtesy of Employees) Score
The staff of hospital are well trained and qualified 3.590 5.679 -2.090
The key staff of hospital has adequate knowledge
3.644 5.786 -2.142
about their responsibilities
Staff of the hospital committed towards the
3.590 5.679 -2.090
services what they promised to do
Staff of the hospital are dependable in terms of
3.536 5.571 -2.036
their services
Staff of the hospital able to perform the promised
3.590 5.679 -2.090
service accurately
Mean 3.590 5.679 -2.089
Standard Deviation 0.038 0.076 -0.038
Source: Field Survey

Table 5.27 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent patients of the AGG Hospital on the different
variables of Service Quality Dimension ‘ASSURANCE’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.089 between the expected score of 5.679
and the 3.590 of perceived score of the respondent patients of the AGG Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
AGG hospital have expected more on the variable that the Hospital staff and
employees should be well curtest. Whereas the perceptions of respondent patients of
the AGG hospital are also having a high value on the above said service quality
dimension which relate to the ASSURANCE of the SERVQUAL MODEL. But, there
was a huge gap of -2.142 between the expectations and the perceptions of respondent
patients of the AGG hospital on the service quality which they have expected that the
Hospital staff and employees should be well curtest. There was a less gap of -2.036
between the expected and the perceived scores of the respondent patients on the
service quality dimensions that the Hospital services should be trustworthy. The

164
 standard deviation of the above discussed score values reveals the there is a less
deviation of -0.038. The scores of perceived, expected and gap scores are presented
graphically in chart 5.27A using 3D stacked column bar diagram in the following
manner.
Chart 5.27A: GAP Scores of AGG Hospital – Assurance

5.68 5.79 5.68 5.68 5.68

6 5.57

5
3.59 3.64 3.59 3.54 3.59 3.59
4

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.09 -2.14 -2.09 -2.04 -2.09 -2.09
-3
AGGH P - Score AGGH E -Score AGGH (P - E) Score

Table 5.28
Distribution of GAP Scores of respondent patients on the “ASSURANCE
(Knowledge and Courtesy of Employees)” one of the Service Quality Dimension
among the select Corporate Hospitals in Hyderabad city of Telangana state
Select Sample Corporate Hospitals in Hyderabad city of T
SERVQUAL
Dimension Sunshine Hospital Yashoda Hospital KIMS Hospital Ca
ASSURANCE
(Knowledge and P E (P-E) P E (P-E) P E (P-E) P
Courtesy of Score Score Score Score Score Score Score Score Score Score
Employees)
The hospital staff
has well knowledge 3.161 4.821 -1.661 3.590 5.679 -2.090 3.644 5.786 -2.142 3.701
and ability
Hospital staff and
employees well 3.054 4.607 -1.553 3.696 5.894 -2.198 3.696 5.894 -2.198 3.750
curtest
Hospital fulfilled
what they assured to 3.536 5.571 -2.036 3.644 5.786 -2.142 3.644 5.786 -2.142 3.536
do so
Hospital services
3.429 5.357 -1.928 3.644 5.786 -2.142 3.536 5.571 -2.036 3.696
trustworthy
Staff of the hospital 3.321 5.144 -1.823 3.696 5.894 -2.198 3.429 5.357 -1.928 3.750
conveyed trust and
165
confidence
Mean 3.300 5.100 -1.800 3.654 5.807 -2.154 3.590 5.678 -2.089 3.686
Standard Deviation 0.195 0.391 -0.196 0.044 0.090 -0.045 0.107 0.215 -0.108 0.088
Source: Field Survey

Table 5.28 describes the distribution of GAP Scores between Perceptions and
Expectations of respondent patients on the ASSURANCE (Knowledge and Courtesy
of Employees) one of the Service Quality Dimension among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was highest gap of -2.185 between the perceived scores and the expected
scores of the respondent patients of Care Hospital and a less gap score of -1.800 of
SSH hospital for the service quality measurement in SERVQUAL dimension.

There was high gap score of -2.250 has been identified between the scores of
expected and perceived among the variables towards the service quality dimension of
‘ASSURANCE’ which was provided by the Care hospital for the variables called the
Hospital staff and employees should be well curtest and the Staff of the hospital
should convey the trust and confidence. There was a less gap score of -1.553 of the
respondent patients of Sunshine hospital for the variable that the hospital staff has
well knowledge and ability.

From the foregoing analysis one can infer that the respondent patients of the
Care hospital have expressed their opinions that there was a high gap of the scores
between perceived and expected towards the services which they have availed by the
corporate hospitals in Hyderabad city of Telangana state on the service quality
dimension ‘ASSURANCE’ which has five different variables to measure the
concerned dimension have expressed that the respondent patients of Care hospital
have said that the Hospital staff and employees should be well curtest and the Staff of
the hospital should convey the trust and confidence. Whereas the respondent patients
of the Sunshine hospital which was having the less gap score are expressed that the
respondent patients of Sunshine hospital have opined that the hospital staff has well
knowledge and ability. An overall a less negative gap score -1.800 has observed with
the Sunshine Hospital on the different measurements of SERVQUAL dimensions, the
dimension ‘ASSURANCE’ was measured to evaluate the ability to perform. The
scores of perceived, expected and gap scores are presented graphically in chart 5.28A
using 3D stacked column bar diagram in the following manner.

166
167
 Chart 5.28A: GAP Scores of select sample Corporate Hospitals in Hyderabad city of Telangana state – ASSURANCE

3
Q1
2 Q2
Q3
1 Q4
Q5
0

-1

-2

-3

168
 Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the service quality dimension ‘Assurance’ among the select
corporate hospitals in Hyderabad city of Telangana state the paired t-test has applied
and the results are presented below.

Table 5.28B - Paired Samples Statistics of Service Quality dimension ‘Assurance’

Mean N Std. Std. Error
Deviation Mean
The hospital staff has well knowledge and 3.3002
5 .195330 .087354
ability 0
Pair 1
The hospital staff has well knowledge and 5.1000
5 .390742 .174745
ability 0
3.6540
Hospital staff and employees well curtest 5 .044227 .019779
0
Pair 2
5.8078
Hospital staff and employees well curtest 5 .090001 .040250
0
3.5898
Hospital fulfilled what they assured to do so 5 .107127 .047909
0
Pair 3
5.6788
Hospital fulfilled what they assured to do so 5 .214750 .096039
0
3.6866
Hospital services trustworthy 5 .088056 .039380
Pair 4 0
5.8718
Hospital services trustworthy 5 .176307 .078847
0
Staff of the hospital conveyed trust and 3.5900
5 .038184 .017076
confidence 0
Pair 5
Staff of the hospital conveyed trust and 5.6788
5 .076014 .033995
confidence 0
Source: Results of SPSS
From the above Table 5.28B it is the constructive evidence that the paired
sample statistics revealed that the Pair-4 variable ‘Hospital services trustworthy’ has
the high value of population Mean 5.87180 and 3.68660. The Pair-5 variable ‘Staff of
the hospital conveyed trust and confidence’ has shown the less deviation with the
population standard deviation value of 0.033995 and 0.17076.

169
 Table 5.28C – Paired Samples Correlations
N Correlation Sig.

The hospital staff has well knowledge and

Pair 1 ability & The hospital staff has well 5 1.000 .000
knowledge and ability

Hospital staff and employees well curtest &

Pair 2 5 1.000 .000
Hospital staff and employees well curtest

Hospital fulfilled what they assured to do so

Pair 3 & Hospital fulfilled what they assured to do 5 1.000 .000
so

Hospital services trustworthy & Hospital

Pair 4 5 1.000 .000
services trustworthy

Staff of the hospital conveyed trust and

Pair 5 confidence & Staff of the hospital 5 1.000 .000
conveyed trust and confidence

Source: Results of SPSS

It is understood from the above Table 5.28C depicts that the paired samples
correlations of all the variables have correlated the strongly positive among all the
select corporate hospitals in Hyderabad city of Telangana state with respect to the
service quality dimension ‘Assurance’ and also it is the constructive evidence that all
the Pairs have shown the statistically significance that the P-values are less than the
alpha.

H0: There is no significant difference between the samples of variables of service

quality dimension ‘Assurance’ and the select corporate hospitals in Hyderabad
city of Telangana state

Table 5.28D – Paired Samples test results

Paired Differences t
95% Confidence
Std. Std. Error Interval of the
Mean
Deviation Mean Difference
Lower Upper

170
hospital staff has well knowledge and ability - The
-1.799800 .195414 .087392 -2.042439 -1.557161 -20.595
ital staff has well knowledge and ability

ital staff and employees well curtest - Hospital staff -

-2.153800 .045784 .020475 -2.210649 -2.096951
employees well curtest 105.190

ital fulfilled what they assured to do so - Hospital

-2.089000 .107629 .048133 -2.222639 -1.955361 -43.400
led what they assured to do so

ital services trustworthy - Hospital services

-2.185200 .088293 .039486 -2.294831 -2.075569 -55.341
worthy

of the hospital conveyed trust and confidence - -

-2.088800 .037831 .016919 -2.135774 -2.041826
of the hospital conveyed trust and confidence 123.462

Source: Results of SPSS

Table 5.28D explains the association of attributes between the paired sample s
of dependent variables of service quality dimension ‘Assurance’ among the select
corporate hospitals and the pairs of independent variables of all the five select
corporate hospitals in Hyderabad city of Telangana state. Above table shows the
constructive evidence that the P value is less than the table value (P=0.000<0.005) at
5 per cent level of significance. Hence there is no significant difference between the
variables have not shown significant difference. Thus, the null hypothesis (Ho) is
accepted and there is no difference between the population samples of perceived
scores and expected scores.

Table 5.29

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Sunshine Hospital on the ‘EMPATHY (Caring and Attention)’ one of
the Service Quality Dimension in select sample Corporate Hospitals in
Hyderabad city of Telangana state

SERVQUAL Dimension Sunshine Hospital

EMPATHY (P – E)
P Score E Score
(Caring and Attention) Score
The staff of hospital are well trained and qualified 3.536 5.571 -2.036
The key staff of hospital has adequate knowledge
3.644 5.786 -2.142
about their responsibilities
Staff of the hospital committed towards the
3.590 5.679 -2.090
services what they promised to do
Staff of the hospital are dependable in terms of
3.215 4.929 -1.715
their services
Staff of the hospital able to perform the promised
3.496 5.491 -1.995
service accurately

171
 Mean 2.229 3.457 -1.228
Standard Deviation 0.193 0.385 -0.192
Source: Field Survey

Table 5.29 reveals the distribution of GAP scores between the perceptions and
the expectations of the respondent patients of the Sunshine Hospital on the different
variables of Service Quality Dimension ‘EMPATHY’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -1.995 between the expected score of 5.491
and the 3.496 of perceived score of the respondent patients of the Sunshine Hospital
in Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
Sunshine hospital have expected more on the variable that the Hospital staff should
always be polite. Whereas the perceptions of respondent patients of the Sunshine
hospital are also having a high value on the above said service quality dimension
which relate to the ‘EMPATHY’ of the SERVQUAL MODEL. But, there was a huge
gap of -2.142 between the expectations and the perceptions of respondent patients of
the Sunshine hospital on the service quality which they have expected that the
Hospital staff should always be polite. There was a less gap of -1.715 between the
expected and the perceived scores of the respondent patients on the service quality
dimensions that the Hospital staff should give adequate attention. The standard
deviation of the above discussed score values reveals the there is a less deviation of
-0.192. The scores of perceived, expected and gap scores are presented graphically in
chart 5.29A using 3D stacked column bar diagram in the following manner.
Chart 5.29A: GAP Scores of Sunshine Hospital – Empathy

172
 5.57 5.36 5.49
6
4.82 4.61
5

4 3.54 3.43 3.5

3.16 3.05
3

0
1 2 3 4 5
-1

-2 -1.66 -1.55
-2.04 -1.93 -2
-3
SSH P - Score SSH E -Score SSH (P - E) Score

Table 5.30

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Yashoda Hospital on the ‘EMPATHY (Caring and Attention)’ one of
the Service Quality Dimension in select sample Corporate Hospitals in
Hyderabad city of Telangana state

SERVQUAL Dimension Yashoda Hospital

EMPATHY (P – E)
P Score E Score
(Caring and Attention) Score
The staff of hospital are well trained and qualified 3.696 5.894 -2.198
The key staff of hospital has adequate knowledge
3.750 6.000 -2.250
about their responsibilities
Staff of the hospital committed towards the
3.696 5.894 -2.198
services what they promised to do
Staff of the hospital are dependable in terms of
3.429 5.357 -1.928
their services
Staff of the hospital able to perform the promised
3.643 5.786 -2.143
service accurately
Mean 2.293 3.586 -1.293

173
 Standard Deviation 0.145 0.291 -0.146
Source: Field Survey

Table 5.30 describes the distribution of GAP scores between the perceptions
and the expectations of the respondent patients of the Yashoda Hospital on the
different variables of Service Quality Dimension ‘EMPATHY’ among the select
Corporate Hospitals in Hyderabad city of Telangana state. It is understood from the
table above that there was an overall negative gap of -2.143 between the expected
score of 5.786 and the 3.643 of perceived score of the respondent patients of the
Yashoda Hospital in Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
Yashoda hospital have expected more on the variable that the Hospital staff should
always be polite. Whereas the perceptions of respondent patients of the Yashoda
hospital are also having a high value on the above said service quality dimension
which relate to the ‘EMPATHY’ of the SERVQUAL MODEL. But, there was a huge
gap of -2.250 between the expectations and the perceptions of respondent patients of
the Yashoda hospital on the service quality which they have expected that the
Hospital staff should always be polite. There was a less gap of -1.928 between the
expected and the perceived scores of the respondent patients on the service quality
dimensions that the Hospital should give adequate attention. The standard deviation of
the above discussed score values reveals the there is a less deviation of -0.146. The
scores of perceived, expected and gap scores are presented graphically in chart 5.30A
using 3D stacked column bar diagram in the following manner.
Chart 5.30A: GAP Scores of Yashoda Hospital – Empathy

174
 5.68 5.89 5.79 5.79 5.79
6

5
3.59 3.7 3.64 3.64 3.64
4

0
Q1 Q2 Q3 Q4 MEAN
-1

-2
-2.09 -2.2 -2.14 -2.14 -2.14
-3
YH P - Score YH E -Score YH (P - E) Score

Table 5.31

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Kamineni Hospital on the ‘EMPATHY (Caring and Attention)’ one
of the Service Quality Dimension in select sample Corporate Hospitals in
Hyderabad city of Telangana state

SERVQUAL Dimension KIMS Hospital

EMPATHY (P – E)
P Score E Score
(Caring and Attention) Score
The staff of hospital are well trained and qualified 3.539 5.571 -2.033
The key staff of hospital has adequate knowledge
3.590 5.679 -2.090
about their responsibilities
Staff of the hospital committed towards the
3.536 5.571 -2.036
services what they promised to do
Staff of the hospital are dependable in terms of
3.590 5.679 -2.090
their services
Staff of the hospital able to perform the promised
3.563 5.625 -2.062
service accurately
Mean 2.364 3.729 -1.365
Standard Deviation 0.030 0.062 -0.032
Source: Field Survey

Table 5.31 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent patients of the KIMS Hospital on the different
variables of Service Quality Dimension ‘EMPATHY’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.062 between the expected score of 5.625
and the 3.563 of perceived score of the respondent patients of the KIMS Hospital in
Hyderabad city of Telangana state.

175
 From the foregoing analysis one can infer that the respondent patients of the
KIMS hospital have expected more on the variable that the Hospital staff should
always be polite and the Hospital staff should give adequate attention. Whereas the
perceptions of respondent patients of the KIMS hospital are also having a high value
on the above said service quality dimension which relate to the ‘EMPATHY’ of the
SERVQUAL MODEL. But, there was a huge gap of -2.090 between the expectations
and the perceptions of respondent patients of the KIMS hospital on the service quality
which they have expected that the Hospital staff should always be polite and the
Hospital staff should give adequate attention. There was a less gap of -2.033 between
the expected and the perceived scores of the respondent patients on the service quality
dimensions that they feel safe in the transactions with the hospital staff. The standard
deviation of the above discussed score values reveals the there is a less deviation of
-0.032. The scores of perceived, expected and gap scores are presented graphically in
chart 5.31A using 3D stacked column bar diagram in the following manner.
Chart 5.31A: GAP Scores of KIMS Hospital – Empathy

5.79 5.89 5.79

5.57 5.62
6

5
3.64 3.7 3.64 3.54 3.56
4

0
Q1 Q2 Q3 Q4 MEAN
-1

-2
-2.14 -2.2 -2.14 -2.04 -2.06
-3
KIMS P - Score KIMS E -Score KIMS (P - E) Score

176
 Table 5.32

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Citizens Hospital on the ‘EMPATHY (Caring and Attention)’ one of
the Service Quality Dimension in select sample Corporate Hospitals in
Hyderabad city of Telangana state

SERVQUAL Dimension Care Hospital

EMPATHY (P – E)
P Score E Score
(Caring and Attention) Score
The staff of hospital are well trained and qualified 3.750 6.000 -2.250
The key staff of hospital has adequate knowledge
3.750 6.000 -2.250
about their responsibilities
Staff of the hospital committed towards the
3.696 5.894 -2.198
services what they promised to do
Staff of the hospital are dependable in terms of
3.696 5.894 -2.198
their services
Staff of the hospital able to perform the promised
3.723 5.947 -2.224
service accurately
Mean 2.364 3.729 -1.365
Standard Deviation 0.311 0.061 -0.030
Source: Field Survey

Table 5.32 depicts the distribution of GAP scores between the perceptions and
the expectations of the respondent patients of the Care Hospital on the different
variables of Service Quality Dimension ‘EMPATHY’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.224 between the expected score of 5.947
and the 3.723 of perceived score of the respondent patients of the Care Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
Care hospital have expected more on the variable that they feel safe in the transactions
with the hospital staff and the Hospital staff should always be polite. Whereas the
perceptions of respondent patients of the Care hospital are also having a high value on
the above said service quality dimension which relate to the ‘EMPATHY’ of the
SERVQUAL MODEL. But, there was a huge gap of -2.250 between the expectations
and the perceptions of respondent patients of the Care hospital on the service quality
which they have expected that the feel safe in the transactions with the hospital staff

177
Hospital staff should always be polite. There was a less gap of -2.198 between the
expected and the perceived scores of the respondent patients on the service quality
dimensions that the Staff of the hospital should take personal care and individual
attention and the Hospital staff should give adequate attention. The standard deviation
of the above discussed score values reveals the there is a less deviation of -0.030. The
scores of perceived, expected and gap scores are presented graphically in chart 5.32A
using 3D stacked column bar diagram in the following manner.
Chart 5.32A: GAP Scores of Care Hospital – Empathy
5.89 6 5.89 5.95
5.57
6

5
3.7 3.75 3.54 3.7 3.72
4

0
Q1 Q2 Q3 Q4 MEAN
-1

-2
-2.19 -2.25 -2.04 -2.2 -2.22
-3
CH P - Score CH E -Score CH (P - E) Score

Table 5.33

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Aware Gleneagles Global Hospital on the ‘EMPATHY (Caring and
Attention)’ one of the Service Quality Dimension in select sample Corporate
Hospitals in Hyderabad city of Telangana state

Aware Gleneagles Global

SERVQUAL Dimension
Hospital
EMPATHY (P – E)
P Score E Score
(Caring and Attention) Score
The staff of hospital are well trained and qualified 3.696 5.894 -2.198
The key staff of hospital has adequate knowledge
3.750 6.000 -2.250
about their responsibilities
Staff of the hospital committed towards the
3.696 5.894 -2.198
services what they promised to do
Staff of the hospital are dependable in terms of
3.482 5.465 -1.983
their services
Staff of the hospital able to perform the promised
3.656 5.813 -2.157
service accurately
Mean 2.364 3.729 -1.365

178
 Standard deviation 0.199 0.238 -0.119
Source: Field Survey

Table 5.33 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent patients of the AGG Hospital on the different
variables of Service Quality Dimension ‘EMPATHY’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.157 between the expected score of 5.813
and the 3.656 of perceived score of the respondent patients of the AGG Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
AGG hospital have expected more on the variable that they feel safe in the
transactions with the hospital staff. Whereas the perceptions of respondent patients of
the AGG hospital are also having a high value on the above said service quality
dimension which relate to the ‘EMPATHY’ of the SERVQUAL MODEL. But, there
was a huge gap of -2.250 between the expectations and the perceptions of respondent
patients of the AGG hospital on the service quality which they have expected that
they feel safe in the transactions with the hospital staff. There was a less gap of -1.983
between the expected and the perceived scores of the respondent patients on the
service quality dimensions that the Hospital staff should give adequate attention. The
standard deviation of the above discussed score values reveals the there is a less
deviation of -0.119. The scores of perceived, expected and gap scores are presented
graphically in chart 5.33A using 3D stacked column bar diagram in the following
manner.
Chart 5.33A: GAP Scores of AGG Hospital – Empathy

179
 5.79 5.95
5.68 5.68 5.57
6

5
3.59 3.64 3.59 3.54 3.72
4

0
Q1 Q2 Q3 Q4 MEAN
-1

-2
-2.09 -2.14 -2.09 -2.04 -2.22
-3
AGGH P - Score AGGH E -Score AGGH (P - E) Score

Table 5.34

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients on the “EMPATHY (Caring and Attention)” one of the Service Quality
Dimension in select sample Corporate Hospitals in Hyderabad city of Telangana
state

Select Sample Corporate Hospitals in Hyderabad city of T

SERVQUAL
Dimension Sunshine Hospital Yashoda Hospital KIMS Hospital Ca
EMPATHY
P E (P-E) P E (P-E) P E (P-E) P
(Caring and
Score Score Score Score Score Score Score Score Score Score
Attention)
I feel safe in the
transactions with the 3.536 5.571 -2.036 3.696 5.894 -2.198 3.539 5.571 -2.033 3.750
hospital staff
Hospital staff are
3.644 5.786 -2.142 3.750 6.000 -2.250 3.590 5.679 -2.090 3.750
always polite
Staff of the hospital
took personal care
3.590 5.679 -2.090 3.696 5.894 -2.198 3.536 5.571 -2.036 3.696
and individual
attention
Hospital staff gave
3.215 4.929 -1.715 3.429 5.357 -1.928 3.590 5.679 -2.090 3.696
adequate attention
Mean 3.496 5.491 -1.995 3.643 5.786 -2.143 3.563 5.625 -2.062 3.723
Standard Deviation 0.193 0.385 -0.192 0.145 0.291 -0.146 0.030 0.062 -0.032 0.031
Source: Field Survey

180
 Table 5.34 describes the distribution of GAP Scores between Perceptions and
Expectations of respondent patients on the ‘EMPATHY’ (Caring and Attention) one
of the Service Quality Dimension among the select Corporate Hospitals in Hyderabad
city of Telangana state. It is understood from the table above that there was highest
gap of -2.224 between the perceived scores and the expected scores of the respondent
patients of Care Hospital and a less gap score of -1.995 of SSH hospital for the
service quality measurement in SERVQUAL dimension.

There was high gap score of -2.250 has been identified between the scores of
expected and perceived among the variables towards the service quality dimension of
‘EMPATHY’ which was provided by the Care hospital for the variables called they
feel safe in the transactions with the hospital staff and the Staff of the hospital should
always be polite. There was a less gap score of -1.715 of the respondent patients of
Sunshine hospital for the variable that the hospital staff should give adequate
attention.

From the foregoing analysis one can infer that the respondent patients of the
Care hospital have expressed their opinions that there was a high gap of the scores
between perceived and expected towards the services which they have availed by the
corporate hospitals in Hyderabad city of Telangana state on the service quality
dimension ‘EMPATHY’ which has five different variables to measure the concerned
dimension have expressed that the respondent patients of Care hospital have said that
they feel safe in the transactions with the hospital staff and the Staff of the hospital
should always be polite. Whereas the respondent patients of the Sunshine hospital
which was having the less gap score are expressed that the respondent patients of
Sunshine hospital have opined that the hospital staff should give adequate attention.
An overall a less negative gap score -2.224 has observed with the Care Hospital on
the different measurements of SERVQUAL dimensions, the dimension ‘EMPATHY’
was measured to evaluate the ability to perform. The scores of perceived, expected
and gap scores are presented graphically in chart 5.34A using 3D stacked column bar
diagram in the following manner.

181
 Chart 5.34A: GAP Scores of select sample Corporate Hospitals in Hyderabad city of Telangana state – EMPATHY

3
Q1
2
Q2
Q3
1
Q4
0

-1

-2

-3

182
 Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the service quality dimension ‘Empathy’ among the select
corporate hospitals in Hyderabad city of Telangana state the paired t-test has applied
and the results are presented below.

Table 5.34B - Paired Samples Statistics of Service Quality dimension ‘Reliability’

Mean N Std. Std. Error
Deviation Mean
I feel safe in the transactions with the
3.49625 4 .192614 .096307
hospital staff
Pair 1
I feel safe in the transactions with the
5.49125 4 .384973 .192487
hospital staff
Hospital staff are always polite 3.64275 4 .144756 .072378
Pair 2
Hospital staff are always polite 5.78625 4 .290497 .145248
Staff of the hospital took personal care and
3.56375 4 .030336 .015168
individual attention
Pair 3
Staff of the hospital took personal care and
5.62500 4 .062354 .031177
individual attention
Hospital staff gave adequate attention 3.72300 4 .031177 .015588
Pair 4
Hospital staff gave adequate attention 5.94700 4 .061199 .030600
Source: Results of SPSS
From the above Table 5.34B it is the constructive evidence that the paired
sample statistics revealed that the Pair-4 variable ‘Hospital staff gave adequate
attention’ has the high value of population Mean 5.94700 and 3.72300. The Pair-
23variable ‘Staff of the hospital took personal care and individual attention’ has
shown the less deviation with the population standard deviation value of 0.030336
and 0.062354.

183
 Table 5.34C – Paired Samples Correlations
N Correlation Sig.

I feel safe in the transactions with the

Pair 1 hospital staff & I feel safe in the 4 1.000 .000
transactions with the hospital staff

Hospital staff are always polite & Hospital

Pair 2 4 1.000 .000
staff are always polite

Staff of the hospital took personal care and

Pair 3 individual attention & Staff of the hospital 4 .999 .001
took personal care and individual attention

Hospital staff gave adequate attention &

Pair 4 4 1.000 .000
Hospital staff gave adequate attention

Source: Results of SPSS

It is understood from the above Table 5.34C depicts that the paired samples
correlations of all the variables have correlated the strongly positive among all the
select corporate hospitals in Hyderabad city of Telangana state with respect to the
service quality dimension ‘Empathy’ and also it is the constructive evidence that all
the Pairs have shown the statistically significance that the P-values are less than the
alpha.

H0: There is no significant difference between the samples of variables of service

quality dimension ‘Empathy’ and the select corporate hospitals in Hyderabad
city of Telangana state

Table 5.34D – Paired Samples test results

Paired Differences t
95% Confidence
Std. Std. Error Interval of the
Mean
Deviation Mean Difference
Lower Upper
safe in the transactions with the hospital staff - I feel
-1.995000 .192359 .096180 -2.301086 -1.688914 -20.742
in the transactions with the hospital staff

ital staff are always polite - Hospital staff are always

-2.143500 .145743 .072871 -2.375410 -1.911590 -29.415
e

184
 of the hospital took personal care and individual
-
tion - Staff of the hospital took personal care and -2.061250 .032066 .016033 -2.112275 -2.010225
128.562
idual attention

ital staff gave adequate attention - Hospital staff -

-2.224000 .030022 .015011 -2.271772 -2.176228
adequate attention 148.157

Source: Results of SPSS

Table 5.34D explains the association of attributes between the paired samples
of dependent variables of service quality dimension ‘Empathy’ among all the five
select corporate hospitals in Hyderabad city of Telangana state. Above table shows
the constructive evidence that the P value is less than the table value (P=0.000<0.005)
at 5 per cent level of significance. Hence there is no significant difference between the
pairs of variables perceptions and the expectations of respondent patients who utilized
the services with the respective select sample corporate hospitals. Thus, the null
hypothesis (Ho) is accepted and there is no difference between the population samples
of perceived scores and expected scores.

Table 5.35

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Sunshine Hospital on the ‘TANGIBILITY (Appearance of Physical
facilities and Personnel)’ one of the Service Quality Dimension in select sample
Corporate Hospitals in Hyderabad city of Telangana state

SERVQUAL Dimension Sunshine Hospital

TANGIBILITY (P – E)
P Score E Score
(Appearance of Physical facilities and Personnel) Score
The staff of hospital are well trained and qualified 3.269 5.036 -1.767
The key staff of hospital has adequate knowledge
3.269 5.036 -1.767
about their responsibilities
Staff of the hospital committed towards the
3.215 4.929 -1.715
services what they promised to do
Staff of the hospital are dependable in terms of
3.375 5.250 -1.875
their services
Staff of the hospital able to perform the promised
3.215 4.929 -1.715
service accurately
Mean 3.268 5.036 -1.768
Standard Deviation 0.066 0.131 -0.066
Source: Field Survey

Table 5.35 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent patients of the Sunshine Hospital on the
different variables of Service Quality Dimension ‘TANGIBILITY’ among the select

185
Corporate Hospitals in Hyderabad city of Telangana state. It is understood from the
table above that there was an overall negative gap of -1.768 between the expected
score of 5.036 and the 3.268 of perceived score of the respondent patients of the
Sunshine Hospital in Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
Sunshine hospital have expected more on the variable that the Hospital has latest and
adequate equipment to provide required services. Whereas the perceptions of
respondent patients of the Sunshine hospital are also having a high value on the above
said service quality dimension which relate to the ‘TANGIBILITY’ of the
SERVQUAL MODEL. But, there was a huge gap of -1.875 between the expectations
and the perceptions of respondent patients of the Sunshine hospital on the service
quality which they have expected that the Hospital should have latest and adequate
equipment to provide required services. There was a less gap of -1.715 between the
expected and the perceived scores of the respondent patients on the service quality
dimensions that the Hospital should have required personnel and the Hospital should
have the adequate communicating materials. The standard deviation of the above
discussed score values reveals the there is a less deviation of -0.066. The scores of
perceived, expected and gap scores are presented graphically in chart 5.35A using 3D
stacked column bar diagram in the following manner.
Chart 5.35A: GAP Scores of Sunshine Hospital – Tangibility

6 5.25
5.04 5.04 4.93 4.93 5.04
5

4 3.27 3.27 3.38 3.27

3.22 3.22

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2 -1.77 -1.77 -1.71 -1.71 -1.77

-1.88
SSH P - Score SSH E -Score SSH (P - E) Score

186
 Table 5.36

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Yashoda Hospital on the ‘TANGIBLES (Appearance of Physical
facilities and Personnel)’ one of the Service Quality Dimension in select sample
Corporate Hospitals in Hyderabad city of Telangana state

SERVQUAL Dimension Yashoda Hospital

TANGIBILITY (P – E)
P Score E Score
(Appearance of Physical facilities and Personnel) Score
The staff of hospital are well trained and qualified 3.644 5.786 -2.142
The key staff of hospital has adequate knowledge
3.696 5.894 -2.198
about their responsibilities
Staff of the hospital committed towards the
3.429 5.357 -1.928
services what they promised to do
Staff of the hospital are dependable in terms of
3.536 5.571 -2.036
their services
Staff of the hospital able to perform the promised
3.482 5.465 -1.983
service accurately
Mean 3.557 5.614 -2.057
Standard Deviation 0.111 0.223 -0.111
Source: Field Survey

Table 5.36 reveals the distribution of GAP scores between the perceptions and
the expectations of the respondent patients of the Yashoda Hospital on the different
variables of Service Quality Dimension ‘TANGIBILITY’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.057 between the expected score of 5.614
and the 3.557 of perceived score of the respondent patients of the Yashoda Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
Yashoda hospital have expected more on the variable that the Hospital should have
adequate physical facilities according to the patient requirements. Whereas the
perceptions of respondent patients of the Yashoda hospital are also having a high
value on the above said service quality dimension which relate to the
‘TANGIBILITY’ of the SERVQUAL MODEL. But, there was a huge gap of -2.198
between the expectations and the perceptions of respondent patients of the Yashoda

187
hospital on the service quality which they have expected that the Hospital should have
adequate physical facilities according to the patient requirements. There was a less
gap of -1.928 between the expected and the perceived scores of the respondent
patients on the service quality dimensions that the Hospital should have required
personnel. The standard deviation of the above discussed score values reveals the
there is a less deviation of -0.111. The scores of perceived, expected and gap scores
are presented graphically in chart 5.36A using 3D stacked column bar diagram in the
following manner.
Chart 5.36A: GAP Scores of Yashoda Hospital – Tangibility
5.79 5.89
5.57 5.46 5.61
6 5.36

5
3.64 3.7 3.54 3.48 3.56
4 3.43

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.14 -1.93 -2.04 -1.98 -2.06
-2.2
-3
YH P - Score YH E -Score YH (P - E) Score

Table 5.37

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Kamineni Hospital on the ‘TANGIBLES (Appearance of Physical
facilities and Personnel)’ one of the Service Quality Dimension in select sample
Corporate Hospitals in Hyderabad city of Telangana state

SERVQUAL Dimension KIMS Hospital

TANGIBILITY (P – E)
P Score E Score
(Appearance of physical facilities and Personnel) Score
The staff of hospital are well trained and qualified 3.536 5.571 -2.036
The key staff of hospital has adequate knowledge
3.482 5.465 -1.983
about their responsibilities
Staff of the hospital committed towards the
3.590 5.679 -2.090
services what they promised to do
Staff of the hospital are dependable in terms of
3.536 5.571 -2.036
their services
Staff of the hospital able to perform the promised
3.429 5.357 -1.928
service accurately

188
 Mean 3.514 5.528 -2.014
Standard Deviation 0.061 0.122 -0.061
Source: Field Survey

Table 5.37 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent patients of the KIMS Hospital on the different
variables of Service Quality Dimension ‘TANGIBILITY’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.014 between the expected score of 5.528
and the 3.514 of perceived score of the respondent patients of the KIMS Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
KIMS hospital have expected more on the variable that the Hospital should have
adequate physical facilities according to the patient requirements. Whereas the
perceptions of respondent patients of the KIMS hospital are also having a high value
on the above said service quality dimension which relate to the ‘TANGIBILITY’ of
the SERVQUAL MODEL. But, there was a huge gap of -2.090 between the
expectations and the perceptions of respondent patients of the KIMS hospital on the
service quality which they have expected that the Hospital should have adequate
physical facilities according to the patient requirements. There was a less gap of
-1.928 between the expected and the perceived scores of the respondent patients on
the service quality dimensions that the Hospital should have the adequate
communicating materials. The standard deviation of the above discussed score values
reveals the there is a less deviation of -0.061. The scores of perceived, expected and
gap scores are presented graphically in chart 5.37A using 3D stacked column bar
diagram in the following manner.

189
 Chart 5.37A: GAP Scores of KIMS Hospital – Tangibility

5.57 5.68 5.57 5.53

6 5.46 5.36

5
3.54 3.48 3.59 3.54 3.43 3.51
4

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.04 -1.98 -2.09 -2.04 -1.93 -2.01
-3
KIMS P - Score KIMS E -Score KIMS (P - E) Score

Table 5.38

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Citizens Hospital on the ‘TANGIBLES (Appearance of Physical
facilities and Personnel)’ one of the Service Quality Dimension in select sample
Corporate Hospitals in Hyderabad city of Telangana state

SERVQUAL Dimension Care Hospital

TANGIBILITY (P – E)
P Score E Score
(Appearance of Physical facilities and Personnel) Score
The staff of hospital are well trained and qualified 3.429 5.357 -1.928
The key staff of hospital has adequate knowledge
3.590 5.679 -2.090
about their responsibilities
Staff of the hospital committed towards the
3.696 5.894 -2.198
services what they promised to do
Staff of the hospital are dependable in terms of
3.590 5.679 -2.090
their services
Staff of the hospital able to perform the promised
3.644 5.381 -1.737
service accurately
Mean 3.590 5.598 -2.008
Standard Deviation 0.100 0.227 -0.127

Table 5.38 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent patients of the Care Hospital on the different
variables of Service Quality Dimension ‘TANGIBILITY’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.008 between the expected score of 5.598

190
and the 3.590 of perceived score of the respondent patients of the Care Hospital in
Hyderabad city of Telangana state.

From the foregoing analysis one can infer that the respondent patients of the
Care hospital have expected more on the variable that the Hospital should have the
adequate personnel. Whereas the perceptions of respondent patients of the Care
hospital are also having a high value on the above said service quality dimension
which relate to the ‘TANGIBILITY’ of the SERVQUAL MODEL. But, there was a
huge gap of -2.198 between the expectations and the perceptions of respondent
patients of the Care hospital on the service quality which they have expected that the
Hospital should have the adequate personnel. There was a less gap of -1.737 between
the expected and the perceived scores of the respondent patients on the service quality
dimensions that the Hospital should have adequate communicating materials. The
standard deviation of the above discussed score values reveals the there is a less
deviation of -0.127. The scores of perceived, expected and gap scores are presented
graphically in chart 5.38A using 3D stacked column bar diagram in the following
manner.
Chart 5.38A: GAP Scores of Care Hospital – Tangibility
5.89
5.68 5.68 5.6
6 5.36 5.38

5
3.59 3.7 3.59 3.64 3.59
4 3.43

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2 -1.74
-1.93 -2.09 -2.09 -2.01
-2.2
-3
CH P - Score CH E -Score CH (P - E) Score

Table 5.39

Distribution of GAP Scores between Perceptions and Expectations of respondent

patients of Aware Gleneagles Global Hospital on the ‘TANGIBLES (Appearance
of Physical facilities and Personnel)’ one of the Service Quality Dimension in
select sample Corporate Hospitals in Hyderabad city of Telangana state

191
 Aware Gleneagles Global
SERVQUAL Dimension
Hospital
TANGIBILITY (P – E)
P Score E Score
(Appearance of Physical facilities and Personnel) Score
The staff of hospital are well trained and qualified 3.644 5.786 -2.142
The key staff of hospital has adequate knowledge
3.590 5.679 -2.090
about their responsibilities
Staff of the hospital committed towards the
3.482 5.469 -1.988
services what they promised to do
Staff of the hospital are dependable in terms of
3.536 5.571 -2.036
their services
Staff of the hospital able to perform the promised
3.429 5.357 -1.928
service accurately
Mean 3.536 5.572 -2.036
Standard Deviation 0.085 0.169 -0.084
Source: Field Survey

Table 5.39 explains the distribution of GAP scores between the perceptions
and the expectations of the respondent patients of the AGG Hospital on the different
variables of Service Quality Dimension ‘TANGIBILITY’ among the select Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above
that there was an overall negative gap of -2.036 between the expected score of 5.572
and the 3.356 of perceived score of the respondent patients of the AGG Hospital in
Hyderabad city of Telangana state.
From the foregoing analysis one can infer that the respondent patients of the
AGG hospital have expected more on the variable that the Hospital should have
sufficient prime (Doctors, Nurses and Lab Tech) and sub-staff. Whereas the
perceptions of respondent patients of the AGG hospital are also having a high value
on the above said service quality dimension which relate to the ‘TANGIBILITY’ of
the SERVQUAL MODEL. But, there was a huge gap of -2.142 between the
expectations and the perceptions of respondent patients of the AGG hospital on the
service quality which they have expected that the Hospital should have sufficient
prime (Doctors, Nurses and Lab Tech) and sub-staff. There was a less gap of -1.928
between the expected and the perceived scores of the respondent patients on the
service quality dimensions that the Hospital should have adequate communicating
materials. The standard deviation of the above discussed score values reveals the there
is a less deviation of -0.084. The scores of perceived, expected and gap scores are
presented graphically in chart 5.39A using 3D stacked column bar diagram in the
following manner.

192
 Chart 5.39A: GAP Scores of AGG Hospital – Tangibility
5.79 5.68 5.57 5.57
6 5.47 5.36

5
3.64 3.59 3.48 3.54 3.43 3.54
4

0
Q1 Q2 Q3 Q4 Q5 MEAN
-1

-2
-2.14 -2.09 -1.99 -2.04 -1.93 -2.04
-3

AGGH P - Score AGGH E -Score AGGH (P - E) Score

193
 Table 5.40
Distribution of GAP Scores between Perceptions and Expectations of respondent patients on the TANGIBLES (Appearance of
Physical facilities and Personnel) one of the Service Quality Dimension in select sample Corporate Hospitals in Hyderabad city of
Telangana state
Select Sample Corporate Hospitals in Hyderabad city of Telangana state
SERVQUAL
Aware Gleneagles
Dimension Sunshine Hospital Yashoda Hospital KIMS Hospital Care Hospital
Global Hospital
TANGIBLES P E (P-E) P E (P-E) P E (P-E) P E (P-E) P E (P-E)
(Ability to Perform) Score Score Score Score Score Score Score Score Score Score Score Score Score Score Score
Hospital has sufficient
prime (Doctors,
3.269 5.036 -1.767 3.644 5.786 -2.142 3.536 5.571 -2.036 3.429 5.357 -1.928 3.644 5.786 -2.142
Nurses and Lab Tech)
and sub-staff
Hospital has adequate
physical facilities
3.269 5.036 -1.767 3.696 5.894 -2.198 3.482 5.465 -1.983 3.590 5.679 -2.090 3.590 5.679 -2.090
according to patients
requirements
Hospital has required
3.215 4.929 -1.715 3.429 5.357 -1.928 3.590 5.679 -2.090 3.696 5.894 -2.198 3.482 5.469 -1.988
personnel
Hospital has latest and
adequate equipment to
3.375 5.250 -1.875 3.536 5.571 -2.036 3.536 5.571 -2.036 3.590 5.679 -2.090 3.536 5.571 -2.036
provide required
services
Hospital has adequate
communicating 3.215 4.929 -1.715 3.482 5.465 -1.983 3.429 5.357 -1.928 3.644 5.381 -1.737 3.429 5.357 -1.928
materials
Mean 3.268 5.036 -1.768 3.557 5.614 -2.057 3.514 5.528 -2.014 3.590 5.598 -2.008 3.536 5.572 -2.036
Standard deviation 0.066 0.131 -0.066 0.111 0.223 -0.111 0.061 0.122 -0.061 0.100 0.227 -0.127 0.085 0.169 -0.084
Source: Field Survey

194
 Table 5.40 reveals the distribution of GAP Scores between Perceptions and Expectations of respondent patients on the
TANGIBILITY (Appearance of Physical facilities and Personnel) one of the Service Quality Dimension in select sample Corporate
Hospitals in Hyderabad city of Telangana state. It is understood from the table above that there is highest gap of -1.321 between the
perceived scores and expected scores of respondent patients at KIMS Hospital for the service quality measurement in SERVQUAL
dimension based on the question ‘The staff of the hospital are well trained and qualified’ among all the five select sample corporate
hospitals in Hyderabad city of Telangana state, followed by -1.464 gap score for the question ‘The key staff of hospital has adequate
knowledge about their responsibilities’ at Care Hospital, -1.393 gap score for the question ‘Staff of the hospital committed towards the
services what they promised to do’ at Care Hospital again, -1.393 gap score for the question ‘Staff of the hospital are dependable in terms
of their services’ at Aware Gleneagles Global Hospital and -1.429 gap score for the question ‘Staff of the hospital able to perform the
promised service accurately’ at KIMS Hospital, Care Hospital and Aware Gleneagles Global Hospital together.

From the foregoing analysis one can infer that the respondent patients of KIMS Hospital have high perception value that the staff
is well trained and qualified among all the five select sample corporate hospitals in Hyderabad city of Telangana state. The respondent
patients of Care Hospital have more percept that the key staff of the hospital has adequate knowledge about their responsibilities. The
respondent patients of Care Hospital have high level of perception on that the staff of the hospital committed towards their services what
they promised to do so. The highest perception value expressed by the respondent patients of Aware Gleneagles Global Hospital that the
staff of the hospital are dependable in terms of their services. Aware highest perception level has observed with the respondent patients of
KIMS Hospital, Care Hospital and Aware Gleneagles Global Hospital together that the staff of the hospital able to perform the promised
service accurately. An overall high negative gap score -1.365 has observed with KIMS Hospital on the different measurements of
SERVQUAL dimensions, the dimension TANGIBILITY is measured to evaluate the ability to perform. It can be interpreted that the
perceived, expected and gap scores can be shown in diagrammatically in chart 5.40A using 3D stacked column diagram as below.

195
 Chart 5.40A: GAP Scores of select sample Corporate Hospitals in Hyderabad city of Telangana state – TANGIBLES

3
Q1
2 Q2
Q3
1 Q4
Q5
0

-1

-2

-3

196
 Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the service quality dimension ‘Tangibility’ among the select
corporate hospitals in Hyderabad city of Telangana state the paired t-test has applied
and the results are presented below.

Table 5.40B - Paired Samples Statistics of Service Quality dimension

‘Tangibility’
Mean N Std. Std. Error
Deviation Mean
Hospital has sufficient prime (Doctors,
3.26860 5 .065321 .029212
Nurses and Lab Tech) and sub-staff
Pair 1
Hospital has sufficient prime (Doctors,
5.03600 5 .131048 .058606
Nurses and Lab Tech) and sub-staff
Hospital has adequate physical facilities
3.55740 5 .111062 .049669
according to customers requirements
Pair 2
Hospital has adequate physical facilities
5.61460 5 .222532 .099519
according to customers requirements
Hospital has required personnel 3.51460 5 .061219 .027378
Pair 3
Hospital has required personnel 5.52860 5 .122175 .054638
Hospital has latest and adequate equipment
3.58980 5 .100091 .044762
to provide required services
Pair 4
Hospital has latest and adequate equipment
5.59800 5 .226885 .101466
to provide required services
Hospital has adequate communicating
3.53620 5 .085066 .038043
materials
Pair 5
Hospital has adequate communicating
5.57240 5 .168878 .075525
materials
Source: Results of SPSS
From the above Table 5.40B it is the constructive evidence that the paired
sample statistics revealed that the Pair-2 variable ‘Hospital has adequate physical
facilities according to customers requirements’ has the high value of population Mean
5.61460 and 3.55740. The Pair-4 variable ‘Hospital has latest and adequate equipment
to provide required services’ has shown the less deviation with the population
standard deviation value of 0.100091 and 0.226885.

197
 Table 5.40C – Paired Samples Correlations
N Correlation Sig.

Hospital has sufficient prime (Doctors,

Nurses and Lab Tech) and sub-staff &
Pair 1 5 1.000 .000
Hospital has sufficient prime (Doctors,
Nurses and Lab Tech) and sub-staff

Hospital has adequate physical facilities

according to customers requirements &
Pair 2 5 1.000 .000
Hospital has adequate physical facilities
according to customers requirements

Hospital has required personnel & Hospital

Pair 3 5 1.000 .000
has required personnel

Hospital has latest and adequate equipment

to provide required services & Hospital has
Pair 4 5 .644 .241
latest and adequate equipment to provide
required services

Hospital has adequate communicating

Pair 5 materials & Hospital has adequate 5 1.000 .000
communicating materials

Source: Results of SPSS

It is understood from the above Table 5.40C depicts that the paired samples
correlations of all the variables have correlated the strongly positive among all the
select corporate hospitals in Hyderabad city of Telangana state with respect to the
service quality dimension ‘Tangibility’ and also it is the constructive evidence that all
the Pairs have shown the statistically significance that the P-values are less than the
alpha.

H0: There is no significant difference between the samples of variables of service

quality dimension ‘Tangibility’ and the select corporate hospitals in
Hyderabad city of Telangana state

Table 5.40D – Paired Samples test results

Paired Differences t
Std. Std. Error 95% Confidence
Mean Interval of the
Deviation Mean
Difference

198
 Lower Upper
ital has sufficient prime (Doctors, Nurses and Lab
) and sub-staff - Hospital has sufficient prime -1.767400 .065729 .029395 -1.849013 -1.685787 -60.126
tors, Nurses and Lab Tech) and sub-staff

ital has adequate physical facilities according to

mers requirements - Hospital has adequate physical -2.057200 .111475 .049853 -2.195615 -1.918785 -41.265
ties according to customers requirements

ital has required personnel - Hospital has required

-2.014000 .060959 .027262 -2.089691 -1.938309 -73.877
onnel

ital has latest and adequate equipment to provide

red services - Hospital has latest and adequate -2.008200 .179627 .080331 -2.231236 -1.785164 -24.999
pment to provide required services

ital has adequate communicating materials - Hospital

-2.036200 .083831 .037491 -2.140290 -1.932110 -54.312
dequate communicating materials

Source: Results of SPSS

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 Table 5.40D explains the association of attributes between the paired sample s
of dependent variables of service quality dimension ‘Tangibility’ among all the five
select corporate hospitals in Hyderabad city of Telangana state. Above table shows
the constructive evidence that the P value is less than the table value (P=0.000<0.005)
at 5 per cent level of significance. Hence there is no significant difference between the
pairs of the variables of perceived and expected scores of respondent patients who
utilized the services with the respective select sample corporate hospitals. Thus, the
null hypothesis (Ho) is accepted and there is no difference between the population
samples of perceived scores and expected scores.

Table 5.41
Distribution of Mean and Standard Deviations of Perceived and Expected Scores
of select corporate hospitals in Hyderabad city of Telangana state

NAME OF THE
HOSPITAL/SERVIQUA MEAN STANDARD DIVIATION
L DIMENSION
GAP GAP
P- E (P - P- E (P -
RELIABILITY
Score -Score E) Score -Score E)
Score Score
SUNSHINE 3.343 5.186 -1.843 0.090 0.179 -0.089
YASHODA 3.439 5.378 -1.939 0.070 0.140 -0.070
KIMS 3.546 5.593 -2.407 0.070 0.140 -0.069
CARE 3.568 5.555 -1.987 0.123 0.252 -0.128
AGGH 3.450 5.320 -1.870 0.232 0.414 -0.182

RESPONSIVENESS

SUNSHINE 3.611 5.722 -2.111 0.145 0.290 -0.145

YASHODA 3.656 5.872 -2.216 0.129 0.140 -0.011
KIMS 3.643 5.786 -2.143 0.038 0.076 -0.038
CARE 3.643 5.786 -2.143 0.085 0.170 -0.085
AGGH 3.611 5.722 -2.111 0.061 0.122 -0.061

ASSURANCE

SUNSHINE 3.300 5.100 -1.800 0.195 0.391 -0.196

YASHODA 3.654 5.807 -2.154 0.044 0.090 -0.045
KIMS 3.590 5.678 -2.089 0.107 0.215 -0.108
CARE 3.686 5.872 -2.185 0.088 0.176 -0.088
AGGH 3.590 5.679 -2.089 0.038 0.076 -0.038

EMPATHY

SUNSHINE 3.496 5.491 -1.995 0.193 0.385 -0.192

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 YASHODA 3.643 5.786 -2.143 0.145 0.291 -0.146
KIMS 3.563 5.625 -2.062 0.030 0.062 -0.032
CARE 3.723 5.947 -2.224 0.031 0.061 -0.030
AGGH 3.656 5.813 -2.157 0.119 0.238 -0.119

TANGIBLITY

SUNSHINE 3.268 5.036 -1.768 0.066 0.131 -0.066

YASHODA 3.557 5.614 -2.057 0.111 0.223 -0.111
KIMS 3.514 5.528 -2.014 0.061 0.122 -0.061
CARE 3.590 5.598 -2.008 0.100 0.227 -0.127
AGGH 3.536 5.572 -2.036 0.085 0.169 -0.084
Source: Results of SPSS

The above Table 5.41 explains the distribution of overall results regarding the
Means and Standard Deviations values of different variables in terms of Service
quality dimensions on SERVQUAL model of the select corporate hospitals in
Hyderabad city of Telangana state. It is understood from the above table that, the first
and most important service quality dimension ‘RELIABILITY’ among the five select
corporate hospitals in Hyderabad city of Telangana state the Care hospital has the
highest Mean value (3.656) of Perceived Score (P Score) at the same time the KIMS
hospital has got the highest Mean value (5.593) of Expected Score (E Score) and the
KIMS hospital has got less GAP Score (P – E Score) value (-2.407) regarding the said
SERVQUAL dimension, when it comes to the Standard Deviation the Yashoda
hospital has shown very less deviation of P-Score(0.070) and E-Scores(0.140), overall
AGG hospital has shown the less GAP score of -0.182. The second important service
quality dimension ‘RSEPONSIVENESS’ the Yashoda hospital has the 3.656, 5.872
and -2.216 highest Mean value of Perceived Score (P Score), Expected Score (E
Score) and GAP Scores respectively regarding the said SERVQUAL dimension,
when it comes to the Standard Deviation the KIMS hospital has shown very less
deviation of P-Score (0.038) and E-Scores (0.076), overall Sunshine hospital has
shown the less standard deviation GAP score of -0.145. The next and third service
quality dimension ‘ASSURANCE’ the Care hospital has the highest value of 3.086
Mean value of Perceived Score, 5.872 of Expected Score and -2.185 value of GAP
Score regarding the said SERVQUAL dimension, when it comes to the Standard
Deviation the AGG hospital has shown very less deviation of P-Score (0.038) and E-
Scores (0.076), overall the Sunshine hospital has shown the less GAP score of -0.196.
The another and fourth service quality dimension ‘EMPATHY’ the Care hospital has

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the highest value of 3.723 Mean value of Perceived Score, 5.947 of Expected Score
and -2.224 value of GAP Score regarding the said SERVQUAL dimension, when it
comes to the Standard Deviation the KIMS hospital has shown very less deviation of
P-Score (0.030) and E-Scores (0.061), overall the Yashoda hospital has shown the
less GAP score of -0.146. The last and fifth service quality dimension
‘TANGIBILITY’ the Care hospital has the highest value of 3.590 Mean value of
Perceived Score, the Yashoda hospital has the 5.614 of Expected Score and the -2.224
value of GAP Scores regarding the said SERVQUAL dimension, when it comes to the
Standard Deviation the KIMS hospital has shown very less deviation of P-Score
(0.061) and E-Scores (0.122), overall the Care hospital has shown the less value of
GAP score of -0.127. With this one can conclude that the select corporate hospitals
which are having the high value of mean of P scores have put their efforts to serve the
respondent patients who have approached to the concerned corporate hospitals and the
hospital which are having the high value of E scores are got the demand by way of
expectations from the respondent patients but it will be depended on the satisfaction
levels of the respondent patients and as the satisfaction levels of the human beings
differ from person to person and to situation to situation. When it comes to the GAP
scores of select corporate hospitals in Hyderabad city of Telangana state which are
having the less GAP score value are called that they have reached more than the
others, it is also depending on the different judgmental situations, main condition
which has to considerable that the select corporate hospitals are specialized and
providing their services in different kinds of health services, it definitely show the
difference in case to case. All the select corporate hospitals have got the good
reputations and shown their own identity in many of the situations which are tested in
different conditions and the various aspects, all the select corporate hospitals have
effected in their services at least one of the quality in SERVQUAL model.

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 SUMMARY OF FINDINGS, SUGGESTIONS AND
CONCLUSIONS
This chapter is aimed to arrange the summaries of findings of the research,
conclusions of the study and also attempted to give some useful suggestions.

SUMMARY OF FINDINGS:

CHPTER – I – INTRODUCTION:

Satisfaction is important from several aspects for health care organizations.

Satisfied patients are more likely to comply with treatment regimens, maintain a
continuing relationship with a physician, and thus enjoy better treatment. Therefore,
through the continuity of care and adherence, patient satisfaction has the potential to
improve health care outcomes. The high satisfaction is related to increased market
share, better financial outcomes, and reduced claims of malpractice; in addition,
patient satisfaction scores are now used to determine provider compensation. Thus,
patient satisfaction with health care services is not only a measure of performance but
also helps to identify areas in need of improvement toward providing better care.

The provision of medical care varies across countries and the nature of such
provisioning is determined by the socio-economic and political forces in a given
society. Although there is great variety in provisioning, broadly there are three major
types. First, there are countries where the state plays a central role in the finance,
provision and administration of services but at the same time private interests in the
form of individual practice, hospitals and other supportive services coexist. Second,
there are countries where the state is the sole provider of medical care and no private
interests are allowed. Third, there are countries which rely largely on the market for
the provisioning of services.

Patients’ satisfaction is now deemed an important outcome measure for health

services; however, “satisfaction” might be translated into various definitions. Patients
may have a complex set of important and relevant beliefs which cannot be embodied
in terms of expressions of satisfaction. For service providers to meaningfully ascertain
the experience and perceptions of patients and the community then research must first
be conducted to identify the ways and terms in which those patients perceive and
evaluate that service.

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 The healthcare industry has to cope with environmental pressures such as
demographic changes and ageing of populations as well as emergence of new
treatments and technologies and increased insistence on greater quality of service in
order to remain competitive. Competitiveness among the healthcare organizations also
depends upon patient‘s satisfaction. Patient‘s satisfaction is created through a
combination of responsiveness to the patient‘s views and needs, and continuous
improvement of the healthcare services, as well as continuous improvement of the
overall doctor-patient relationship. Determining the factors associated with patients
satisfaction is important topic for the healthcare provider to understand what is valued
by patients, how the quality of care is perceived by the patients and to know where,
when and how service change and improvement can be made4.

Improving quality of healthcare services and patient satisfaction apart from

increasing accessibility and affordability to its population in the face of limited
resources have become a major challenge for developing countries and have gained
increasing attention in recent years. Literature on healthcare quality stresses the
importance of patient’s views as an essential tool for assessing and improving Service
Quality. It suggests that majority of healthcare institutions are going for a patient-
centered attitude. Consequently, many studies have used patient satisfaction as an
outcome in their studies to measure the performance of healthcare institutions13.

SERVICE QUALITY:

In general, SERVQUAL is considered to be a strong scale for measuring

service quality across the service sectors. Reliability, responsiveness, assurance,
empathy, tangibles and credibility are those important attributes which are utilized in
many sectors dealing with public goods and services. Given that the delivery of
healthcare is a public service, there is much potential to improve the level of patients’
satisfaction with the service by tracking these dimensions.

 Reliability – Reliability of the service means that the patients are seen when
they require a service and that they receive the treatment they perceive to be
correct for their disease.
 Responsiveness – A responsive service is one where all patients regardless of
their origin, status and background receive prompt attention by the hospital

204
 staff. Responsiveness also means that the service is delivered in a courteous
manner and that the patient is consulted with regard to treatment options.
 Assurance – The factor of assurance is reflected from the reliance of the
patients on doctor and hospital staff, and the confidence on their qualification
and competence.
 Empathy – Empathy can be identified as the individual attention given to the
patients, calling them by their preferred name and demonstrating a caring
attitude towards them.
 Tangibles – Tangibles account for the cleanliness in the health facility, use of
clean instruments and standard procedures in the facility and lastly the
prescription for any medication, which should be easy to understand for the
patients18.

CHAPTER – IV: - Functional Performances and Work conditions of Staff of

Corporate Hospitals
 Results of Demographic factors of Staff members
 Majority of the staff members of those who said that their age group was 58
and above are found with KIMS hospital and the less were found with Aware
Gleneagles Global hospitals among the select sample corporate hospitals in
Hyderabad city of Telangana state.
 The P-value of Chi-Square 0.977 is more than the 0.05 percent significant
level. Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the ages of staff members among different
select sample corporate hospitals in Hyderabad city of Telangana state.
 Majority of the respondent patients who approached to the corporate hospitals
in Hyderabad city of Telangana state and who have responded that they relate
to male gender are found with Yashoda hospital and least respondent patients
were found with Aware Gleneagles Global hospital.
 The P-value of Chi-Square 0.732 is more than the 0.05 percent significant
level. Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the genders of staff members among different
select sample corporate hospitals in Hyderabad city of Telangana state.
 Majority of the staff members of the select corporate hospitals in Hyderabad
city of Telangana state of those who said that they are married are found with
Care hospital and the least are found with Sunshine hospital.

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 The P-value of Chi-Square 0.996 is more the 0.05 percent significant levels.
Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the marital statuses of the staff members among
different select sample corporate hospitals in Hyderabad city of Telangana
state.
 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who said that their education
qualification is graduation are found with Yashoda hospital and the least
number of staff members are found with KIMS hospital.
 The P-value of Chi-Square 1.000 is more 0.05 percent level of significance.
Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the educational qualifications of staff members
among different select sample corporate hospitals in Hyderabad city of
Telangana state.
 Majority of the respondent staff members of the corporate hospitals in
Hyderabad city of Telangana state and who have responded that they
practitioners are found with Sunshine hospital and the least number of staff
members were found with Aware Gleneagles Global hospital.
 The P-value of Chi-Square 0.447 is more than the 0.05 percent level of
significance. Hence, the null hypothesis accepted and it is concluded that there
is no significant difference between the genders of staff members among
different select sample corporate hospitals in Hyderabad city of Telangana
state.
 Majority of the staff members of the select corporate hospitals in Hyderabad
city of Telangana state of those who said that their nature of duties are
supporting staff are found with KIMS hospital and the least number of an
equal number were found with the Sunshine hospital and Aware Gleneagles
Global hospitals together.
 The P-value of Chi-Square 0.998 is more than the 0.05 percent level of
significance for the male staff and at the same time for the female staff
members the P-value of Chi-Square 0.992 is more than the 0.05 percent
significance level. Hence, the null hypothesis accepted and it is concluded that
there is no significant difference between the natures of duties of the staff

206
 members among different select sample corporate hospitals in Hyderabad city
of Telangana state.
 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who said that they have the
experience ranging from 16 – 20 years are found with Aware Gleneagles
Global hospitals and the least number of staff members are found with
Yashoda hospital.
 The P-value of Chi-Square 1.000 is more the 0.05 percent significance level.
Hence, the null hypothesis rejected and it is concluded that there is no
significant difference between the experiences of staff members among
different select sample corporate hospitals in Hyderabad city of Telangana
state.
 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who said that they work on shift
system are found with Yashoda hospital and the least number are found with
Aware Gleneagles Global hospitals.
 The P-value of Chi-Square 0.973 is more the 0.05 percent significance level.
Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the work shift systems of staff members among
different select sample corporate hospitals in Hyderabad city of Telangana
state.
 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who said that they work on
permanent basis are found with Yashoda hospital and the least number are
found with Aware Gleneagles Global hospitals.
 The P-value of Chi-Square 0.968 is more the 0.05 percent significance level.
Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the natures of services of staff members among
different select sample corporate hospitals in Hyderabad city of Telangana
state.
 Conclusive Results of demographic factors:
The conclusive results of the above discussed demographic variables
are arranged at a glance in the below table.

207
 S.N
PARAMETER HYPOTHESIS RESULTS
O
There is no significant difference
Accepted
1 Age Groups between the age groups of the
P=0.977>0.05
respondent Staff members
There is no significant difference
Accepted
2 Gender between the gender of the respondent
P=0.732>0.05
staff members
There is no significant difference
Accepted
3 Marital Status between the marital status of the
P=0.996>0.05
respondent staff members
There is no significant difference
Education Accepted
4 between the education qualifications of
Qualification P=1.000>0.05
the respondent staff members
There is no significant difference
Practice Accepted
5 between the practicing qualifications of
Qualification P=0.477>0.05
the respondent staff members
There is no significant difference
Nature of Duties - Accepted
between the natures of duties of the
Male P=0.998>0.05
respondent male staff members
6
There is no significant difference
Nature of Duties - Accepted
between the natures of duties of the
Female P=0.996>0.05
respondent female staff members
There is no significant difference
Years of Accepted
7 between the years of experience of the
Experience P=1.000>0.05
respondent staff members
There is no significant difference
Work in shift Accepted
8 between the shift systems in work of the
system P=0.973>0.05
respondent staff members
There is no significant difference
Accepted
9 Nature of Services between the nature of duties of the
P=0.968>0.05
respondent staff members

The conclusive results of demographic results one can deduce that all the
variables called age groups, gender, marital status, education qualifications, practicing
qualifications, nature of duties of male and female staff members, years of experience,
work in shift system and the nature of services of the respondent staff members of the
select corporate hospitals in Hyderabad city of Telangana state are dependent as their
respective null hypothesis (H0) are accepted.

 Conclusive Results of Work Environment:

The conclusive results of the above discussed demographic variables
are arranged at a glance in the below table.

S.N PARAMETER HYPOTHESIS RESULTS

208
 O
There is no significant difference
between the opinions of the respondent Accepted
1 Patients respect
Staff members on the patients respect P=0.998>0.05
towards them
There is no significant difference
Societal respect between the opinions of the respondent Accepted
2
over Vocation staff members on the societal respect P=0.971>0.05
towards their vocation
There is no significant difference
Current societal between the opinions of the respondent Accepted
3
status staff members towards the current P=0.979>0.05
societal status towards the medical staff
There is no significant difference
between the opinions of the respondent Accepted
4 Patients trust
staff members towards the patients trust P=1.000>0.05
on them
There is no significant difference
Doctor-Patient between the opinions of the respondent Accepted
5
relationship staff members towards the current P=0.999>0.05
doctor-patient relationship
There is no significant difference
Violence from between the opinions of the respondent Accepted
6
patients male staff members towards the P=0.499>0.05
violence from patients
There is no significant difference
Patients between the opinions of the respondent Accepted
7
satisfaction staff members towards the patients P=0.998>0.05
satisfaction on them

The conclusive results of demographic results one can deduce that all the
variables called patients respect, societal respect towards the staff members, current
societal status of the medical staff, patients trust towards the staff members, current
doctor-patient relationship, Violence form patients on staff members and patients
satisfaction towards the staff members of the respondent staff members of the select
corporate hospitals in Hyderabad city of Telangana state are dependent as their
respective null hypothesis (H0) are accepted.

 Results of Work Environment

 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who said that the patients could be
very respectful towards them are found with KIMS hospital and the least are
found with Aware Gleneagles Global hospitals.

209
 The P-value of Chi-Square 0.991 is more than the 0.05 percent significance
level. Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the opinions of staff members on the patients
respect towards them among different select sample corporate hospitals in
Hyderabad city of Telangana state.
 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who have opined that the society’s
respect towards their vocation are found with KIMS hospital and the least are
found with Yashoda and Aware Gleneagles Global hospitals together.
 The P-value of Chi-Square 0.998 is more than the 0.05 percent significance
level. Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the opinions of staff members on the society’s
respect towards the vocation of hospital staff among different select sample
corporate hospitals in Hyderabad city of Telangana state.
 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who have opined that the 76 – 100
percent current societal status towards medical staff are found with KIMS
hospital and Aware Gleneagles Global hospitals together and the least are
found with the Yashoda hospital.
 The P-value of Chi-Square 0.979 is more than the 0.05 percent significance
level. Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the opinions of staff members towards the
current societal status of medical staff among different select sample corporate
hospitals in Hyderabad city of Telangana state.
 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who have responded that the
degree of patient’s trust towards the hospital staff could be very high are found
with KIMS hospital and the least are found with the Sunshine and Yashoda
hospitals together.
 The P-value of Chi-Square 1.000 is more than the 0.05 percent significance
level. Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the opinions of staff members on the degree of
patient’s trust towards the hospital staff among different select sample
corporate hospitals in Hyderabad city of Telangana state.
210
 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who have opined that the current
doctor-patient relationship is very high are found with KIMS and Care
hospitals together and the least are found with the Sunshine hospital.
 The P-value of Chi-Square 0.999 is more than the 0.05 percent significance
level. Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the opinions of staff members on the current
doctor-patient relationship among different select sample corporate hospitals
in Hyderabad city of Telangana state.
 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who have opined that they never
experienced any violence from the patients are found with Yashoda, KIMS
and Care hospitals together and the least are found with the Aware Gleneagles
Global hospital.
 The P-value of Chi-Square 0.499 is more than the 0.05 percent significance
level. Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the opinions of staff members on the violence
from patients among different select sample corporate hospitals in Hyderabad
city of Telangana state.
 Majority of the staff members among the select sample corporate hospitals in
Hyderabad city of Telangana state of those who opined that the patients feel
towards the services of staff was very satisfied are found with KIMS hospital
and Aware Gleneagles Global hospitals together and the least are found with
the Yashoda hospital.
 The P-value of Chi-Square 0.998 is more than the 0.05 percent significance
level. Hence, the null hypothesis accepted and it is concluded that there is no
significant difference between the opinions of staff members on the patients
feel towards the services of staff among different select sample corporate
hospitals in Hyderabad city of Telangana state.
 Results on Work and Family
 The respondent staff members of the Sunshine hospital have expected more
that they may be always too tired to participate in family activities after work.
Whereas the perceptions of the same variable are less than what they have
expected, hence the gap also very less as -1.357 which means that the staffs of
211
 the hospitals are not in a position too tired to participate in their family
activities after their professional work. But, there was a huge gap of -1.143
between the expectations and the perceptions of respondent staff members of
the said hospital that the time spent at work inevitably affects the time at
home. The standard deviation of the above discussed score values reveals the
there is a less deviation of 0.061 which means that there was less deviations in
perceptions and expectations of the staff members of the hospital.
Paired Samples t-test Results:
 It is evident that the expected scores are little more when compared to the
perceived scores of respondent staff members of sunshine hospital and the
standard deviation also confirming the same.
 It is evident that there is high positive correlation (P=1.000) between the
perceptions and the expectations of the staff members of Sunshine hospital
with regard to the WORK and FAMILY.
 It is the statistical evident that the P-value of paired samples correlations is
less than alpha at the 0.05 percent significance level. Thus, the null hypothesis
(Ho) is accepted. Hence, it is concluded that there is significant difference
between the perceived and expected scores of Sunshine hospital staff members
with regard to WORK and FAMILY.
 The respondent staff members of the Yashoda hospital have expected more
that the way they do their job perfectly does not help them to be a good parent
of spouse. Whereas the perceptions of the same variable are less than what
they have expected, hence the gap also very less as -1.464 which means that
the staffs of hospitals are in a position to be a good parent of their spouse due
to their professional work. But, there was a huge gap of -1.250 between the
expectations and the perceptions of respondent staff members of the said
hospital that the when they solve their family problem using the way which
they use to solve their work problem, the result will always turn out to be just
opposite of their wish. The standard deviation of the above discussed score
values reveals the there is a less deviation of 0.064 which means that there was
less deviations in perceptions and expectations of the staff members of the
hospital.

212
 Paired Samples t-test Results:
 It is evident that the expected scores are little more when compared to the
perceived scores of respondent staff members of Yashoda hospital and the
standard deviation also confirming the same.
 It is evident that there is positive correlation (P=0.775) between the
perceptions and the expectations of the staff members of Yashoda hospital
with regard to the WORK and FAMILY.
 It is statistical evident that the P-value of paired samples correlations is less
than alpha at the 0.05 percent significance level. Thus, the null hypothesis
(Ho) is rejected. Hence, it is concluded that there is significant difference
between the perceived and expected scores of Yashoda hospital staff members
with regard to WORK and FAMILY.
 The respondent staff members of the KIMS hospital have expected more that
sometimes, they don’t want to do what they like when they return home
because of pressures in work. Whereas the perceptions of the same variable
are less than what they have expected, hence the gap also very less as -1.500
which means that the staffs of hospitals sometimes, they don’t want to do what
they like when they return home because of pressures in work professional
work. But, there was a huge gap of -1.036 between the expectations and the
perceptions of respondent staff members of the said hospital that their work
prevented them from participating in family activities more than they think.
The standard deviation of the above discussed score values reveals the there is
a less deviation of 0.134 which means that there was less deviations in
perceptions and expectations of the staff members of the hospital.
Paired Samples t-test Results:
 It is evident that the expected scores are little more when compared to the
perceived scores of respondent staff members of KIMS hospital and the
standard deviation also confirming the same.
 It is evident that there is high positive correlation (P=0.948) between the
perceptions and the expectations of the staff members of KIMS hospital with
regard to the WORK and FAMILY.
 It is statistical evident that the P-value of paired samples correlations is less
than alpha at the 0.05 percent significance level. Thus, the null hypothesis
(Ho) is rejected. Hence, it is concluded that there is significant difference

213
 between the perceived and expected scores of KIMS hospital staff members
with regard to WORK and FAMILY.
 The respondent staff members of the Care hospital have expected more that
they cannot solve their family problem using the way which they use to solve
their work problem. Whereas the perceptions of the same variable are less than
what they have expected, hence the gap also very less as -1.500 which means
that the staffs of hospitals they cannot solve their family problem using the
way which they use to solve their work problem. But, there was a huge gap of
-1.393 between the expectations and the perceptions of respondent staff
members of the said hospital that their work prevented them from participating
in family activities more than they think. The standard deviation of the above
discussed score values reveals the there is a less deviation of 0.919 which
means that there was less deviations in perceptions and expectations of the
staff members of the hospital.
Paired Samples t-test Results:
 It is evident that the expected scores are little more when compared to the
perceived scores of respondent staff members of Care hospital and the
standard deviation also confirming the same.
 It is evident that there is high positive correlation (P=0.881) between the
perceptions and the expectations of the staff members of Care hospital with
regard to the WORK and FAMILY.
 It is statistical evident that the P-value of paired samples correlations is less
than alpha at the 0.05 percent significance level. Thus, the null hypothesis
(Ho) is rejected. Hence, it is concluded that there is significant difference
between the perceived and expected scores of Care hospital staff members
with regard to WORK and FAMILY.
 The respondent staff members of the AGG hospital have expected more that
the time they spent at work inevitably affects their time at home. Whereas the
perceptions of the same variable are less than what they have expected, hence
the gap also very less as -1.500 which means that the staffs of hospitals are not
in a position to the time they spent at work inevitably affects their time at
home. But, there was a huge gap of -1.357 between the expectations and the
perceptions of respondent staff members of the said hospital that they cannot
solve their family problem using the way which they use to solve their work

214
 problem and they have always too tired to participate in family activities after
work. The standard deviation of the above discussed score values reveals the
there is a less deviation of 0.048 which means that there was less deviations in
perceptions and expectations of the staff members of the hospital.
Paired Samples t-test Results:
 It is evident that the expected scores are little more when compared to the
perceived scores of respondent staff members of AGG hospital and the
standard deviation also confirming the same.
 It is evident that there is high positive correlation (P=1.000) between the
perceptions and the expectations of the staff members of AGG hospital with
regard to the WORK and FAMILY.
 It is statistical evident that the P-value of paired samples correlations is less
than alpha at the 0.05 percent significance level. Thus, the null hypothesis
(Ho) is rejected. Hence, it is concluded that there is significant difference
between the perceived and expected scores of AGG hospital staff members
with regard to WORK and FAMILY.
 The respondent staff members of the Sunshine hospital have expected more
that they can work continuously for a long time and when they work, they can
recover quickly even if they have tired. Whereas the perceptions of the same
variable are less than what they have expected, hence the gap also very less as
-1.500 which means that the staffs of hospitals they can work continuously for
a long time and when they work, they can recover quickly even if they have
tired. But, there was a huge gap of -1.036 between the expectations and the
perceptions of respondent staff members of the said hospital that their
knowledge and skills are gradually improving through work. The standard
deviation of the above discussed score values reveals the there is a less
deviation of 0.071 which means that there was less deviations in perceptions
and expectations of the staff members of the hospital.
Paired Samples t-test Results:
 It is evident that the expected scores are little more when compared to the
perceived scores of respondent staff members of sunshine hospital and the
standard deviation also confirming the same.

215
 It is evident that there is high positive correlation (P=1.000) between the
perceptions and the expectations of the staff members of Sunshine hospital
with regard to the WORK FEELINGS.
 It is statistical evident that the P-value of paired samples correlations is less
than alpha at the 0.05 percent significance level. Thus, the null hypothesis
(Ho) is rejected. Hence, it is concluded that there is significant difference
between the perceived and expected scores of Sunshine hospital staff members
with regard to WROK FEELINGS.
 The respondent staff members of the Yashoda hospital have expected more
that they always want to leave the hospital; they will feel happy when they
work intensively, they feel proud of their job and they work selflessly.
Whereas the perceptions of the same variable are less than what they have
expected, hence the gap also very less as -1.500 which means that the staffs of
hospitals are not in a position to they always want to leave the hospital, they
will feel happy when they work intensively, they feel proud of their job and
they work selflessly. But, there was a huge gap of -1.143 between the
expectations and the perceptions of respondent staff members of the said
hospital that in general, they have a lot of work pressure. The standard
deviation of the above discussed score values reveals the there is a less
deviation of 0.063 which means that there was less deviations in perceptions
and expectations of the staff members of the hospital.
Paired Samples t-test Results:
 It is evident that the expected scores are little more when compared to the
perceived scores of respondent staff members of Yashoda hospital and the
standard deviation also confirming the same.
 It is evident that there is high positive correlation (P=0.903) between the
perceptions and the expectations of the staff members of Yashoda hospital
with regard to the WORK FEELINGS.
 It is statistical evident that the P-value of paired samples correlations is less
than alpha at the 0.05 percent significance level. Thus, the null hypothesis
(Ho) is rejected. Hence, it is concluded that there is significant difference
between the perceived and expected scores of Sunshine hospital staff members
with regard to WROK FEELINGS.

216
 The respondent staff members of the KIMS hospital have expected more that
they are very satisfied with their current job and they feel happy when they
work intensively. Whereas the perceptions of the same variable are less than
what they have expected, hence the gap also very less as -1.464 which means
that the staffs of hospitals are not they are very satisfied with their current job
and they feel happy when they work intensively. But, there was a huge gap of
-1.143 between the expectations and the perceptions of respondent staff
members of the said hospital that the in their work, they try something and
find out their own potential capacity and they are very satisfied with their
colleagues in the hospital. The standard deviation of the above discussed
score values reveals the there is a less deviation of 0.061 which means that
there was less deviations in perceptions and expectations of the staff members
of the hospital.
Paired Samples t-test Results:
 It is evident that the expected scores are little more when compared to the
perceived scores of respondent staff members of KIMS hospital and the
standard deviation also confirming the same.
 It is evident that there is low negative correlation (P= -0.242) between the
perceptions and the expectations of the staff members of KIMS hospital with
regard to the WORK FEELINGS.
 It is statistical evident that the P-value of paired samples correlations is less
than alpha at the 0.05 percent significance level. Thus, the null hypothesis
(Ho) is rejected. Hence, it is concluded that there is significant difference
between the perceived and expected scores of Sunshine hospital staff members
with regard to WROK FEELINGS.
 The respondent staff members of the Care hospital have expected more that
their knowledge and skills are gradually improving through work. Whereas the
perceptions of the same variable are less than what they have expected, hence
the gap also very less as -1.500 which means that the staffs of hospitals that
their knowledge and skills are gradually improving through work. But, there
was a huge gap of -1.143 between the expectations and the perceptions of
respondent staff members of the said hospital that they always want to leave
this hospital. The standard deviation of the above discussed score values
reveals the there is a less deviation of 0.066 which means that there was less

217
 deviations in perceptions and expectations of the staff members of the
hospital.
Paired Samples t-test Results:
 It is evident that the expected scores are little more when compared to the
perceived scores of respondent staff members of Care hospital and the
standard deviation also confirming the same.
 It is evident that there is high positive correlation (P=1.000) between the
perceptions and the expectations of the staff members of Care hospital with
regard to the WORK FEELINGS.
 It is statistical evident that the P-value of paired samples correlations is less
than alpha at the 0.05 percent significance level. Thus, the null hypothesis
(Ho) is rejected. Hence, it is concluded that there is a significant difference
between the perceived and expected scores of Care hospital staff members
with regard to WROK FEELINGS.
 The respondent staff members of the AGG hospital have expected more that
they always want to leave the hospital. Whereas the perceptions of the same
variable are less than what they have expected, hence the gap also very less as
-1.500 which means that the staffs of hospitals are not willing to they always
want to leave the hospital. But, there was a huge gap of -1.036 between the
expectations and the perceptions of respondent staff members of the said
hospital that they are passionate about their work. The standard deviation of
the above discussed score values reveals the there is a less deviation of 0.061
which means that there was less deviations in perceptions and expectations of
the staff members of the hospital.
Paired Samples t-test Results:
 It is evident that the expected scores are little more when compared to the
perceived scores of respondent staff members of Aware Gleneagles Global
hospital and the standard deviation also confirming the same.
 It is evident that there is high positive correlation (P=0.919) between the
perceptions and the expectations of the staff members of Aware Gleneagles
Global hospital with regard to the WORK FEELINGS.
 It is statistical evident that the P-value of paired samples correlations is less
than alpha at the 0.05 percent significance level. Thus, the null hypothesis
(Ho) is rejected. Hence, it is concluded that there is a significant difference

218
 between the perceived and expected scores of Aware Gleneagles Global
hospital staff members with regard to WROK FEELINGS.

CHAPTER – V: - Perceptions of Respondent Patients towards the Services

Provided By the Select Sample Corporate Hospitals in Hyderabad City of
Telangana State

 Majority of the respondent patients in all the five select sample corporate
hospitals in Hyderabad city of Telangana state together of those who have
responded that they are under the age group ranging from 48 – 58 years are
found with AGGH and least number of respondent patients have found with
CH. Majority of the respondent patients in all the five select sample corporate
hospitals in Hyderabad city of Telangana state of those who have responded
that their age is ranging from 18 – 28 years are found with CH and least
number of respondent patients found with AGGH.
 The association of attributes between the dependent variable as different select
sample corporate hospitals and the independent variable age groups of
respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows constructive evidence
that the P value is less than the table value (P=0.000<0.005) at 5 per cent level
of significance. Hence there is a significant difference between the variables of
age groups of respondent patients who utilized the services with the respective
select sample corporate hospitals. Thus, the null hypothesis (Ho) is rejected
and the age groups of the respondent patients are independent.
 Majority of the female gender patients of those who have approached to the
select sample corporate hospitals in Hyderabad city of Telangana state are
found with the AGG hospital and the least number of female patients are
found with the Yashoda hospital. Most of the male gender patients of those
who have approached to the select corporate hospitals are turned up to the
Yashoda Hospital and the less number of patients are approached to AGG
hospital.
 The association of attributes between the dependent variable as different select
sample corporate hospitals and the independent variable gender of respondent
patients’ in all the five select sample corporate hospitals in Hyderabad city of
Telangana state. Above table shows constructive evidence that the P value is

219
 less than the table value (P=0.000<0.005) at 5 per cent level of significance.
Hence there is a significant difference between the variables of gender of
respondent patients who utilized the services with the respective select sample
corporate hospitals. Thus, the null hypothesis (Ho) is rejected and the gender
of the respondent patients are independent.
 Majority of the respondent patients who have approached to the select sample
corporate hospitals in Hyderabad city of Telangana state of those who have
said that their incomes ranging from Rs. 20,000 – Rs. 30,000 are found with
Sun Shine hospital and Care hospitals and least of the respondent patients are
found with KIMS hospitals. At the same time majority of the respondent
patients of those who have said that their income is above Rs. 40,000 are
found with AGG hospital and least of the respondent patients are found with
Care hospitals.
 The association of attributes between the dependent variable as different select
sample corporate hospitals and the independent variable monthly incomes of
respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows constructive evidence
that the P value is greater than the table value (P=0.190>0.005) at 5 per cent
level of significance. Hence there is no significant difference between the
variables monthly incomes of respondent patients who utilized the services
with the respective select sample corporate hospitals. Thus, the null hypothesis
(Ho) is accepted and the monthly incomes of the respondent patients are
dependent.
 Majority of the respondent patients who have approached to the select sample
corporate hospitals in Hyderabad city of Telangana state of those who have
said that their residence location urban area are found with AGG hospital and
the least number of the respondent patients are found with KIMS hospitals. At
the same time majority of the respondent patients of those who have said that
their residence location is rural area are found with KIMS hospital and the
least number of the respondent patients are found with AGGH hospital.
 The association of attributes between the dependent variable as different select
sample corporate hospitals and the independent variable residence locations of
respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows constructive evidence
220
 that the P value is greater than the table value (P=0.360>0.005) at 5 per cent
level of significance. Hence there is no significant difference between the
variables monthly incomes of respondent patients who utilized the services
with the respective select sample corporate hospitals. Thus, the null hypothesis
(Ho) is accepted and the monthly incomes of the respondent patients are
dependent.
 Majority of the respondent patients who have approached to the select sample
corporate hospitals in Hyderabad city of Telangana state of those who have
said that their they are illiterates are found with Sun Shine hospital and least
number of the respondent patients are found with AGG hospitals. At the same
time majority of the literate respondent patients of those who have said that
their educational qualification is intermediate level are found with Yashoda
hospital and least number of the respondent patients are found with Care
hospital, similarly majority of the literate patients of those who have
responded that their educational qualification is post graduation are found with
Yashoda hospital and the least number of respondent patients are found with
Sunshine hospital and KIMS hospitals together.
 The association of attributes between the dependent variable as different select
sample corporate hospitals and the independent variable education
qualifications of respondent patients’ in all the five select sample corporate
hospitals in Hyderabad city of Telangana state. Above table shows
constructive evidence that the P value is less than the table value
(P=0.002<0.005) at 5 per cent level of significance. Hence there is a
significant difference between the variables education qualifications of
respondent patients who utilized the services with the respective select sample
corporate hospitals. Thus, the null hypothesis (Ho) is rejected and the
education qualifications of the respondent patients are independent.
 Majority of the respondent patients who have approached to the select sample
corporate hospitals in Hyderabad city of Telangana state of those who have
said that they are married are found with AGG hospital and the least number
of the respondent patients are found with Yashoda and Care hospitals together.
At the same time majority of the respondent patients of those who have said
that they divorced are found with Yashoda hospital and the least number of the
respondent patients are found with Care hospital.
221
 The association of attributes between the dependent variable as different select
sample corporate hospitals and the independent variable marital status of
respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows constructive evidence
that the P value is greater than the table value (P=0.784>0.005) at 5 per cent
level of significance. Hence there is no significant difference between the
variables marital status of respondent patients who utilized the services with
the respective select sample corporate hospitals. Thus, the null hypothesis
(Ho) is accepted and the marital status of the respondent patients are
dependent.
 Majority of the respondent patients who have approached to the select sample
corporate hospitals in Hyderabad city of Telangana state of those who have
said that they are professionals are found with KIMS hospital and the least
number of the respondent patients are found with Yashoda hospitals. At the
same time majority of the respondent patients of those who have said that they
are agriculturists are found with Care and Yashoda hospitals together and the
least number of the respondent patients are found with SSH hospital and
KIMS hospitals together.
 The association of attributes between the dependent variable as different select
sample corporate hospitals and the independent variable occupations of
respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows the constructive
evidence that the P value is greater than the table value (P=0.873>0.005) at 5
per cent level of significance. Hence there is no significant difference between
the variables occupations of respondent patients who utilized the services with
the respective select sample corporate hospitals. Thus, the null hypothesis
(Ho) is accepted and the occupations of the respondent patients are dependent.
 Majority of the respondent patients who have approached to the select sample
corporate hospitals in Hyderabad city of Telangana state of those who have
said that they are availed the services as in-patients are found with Care
hospital and the least number of respondent patients are found with Yashoda
hospital and at the same time majority of the respondent patients of those who
have availed the services as out-patients are found with Yashoda hospital and
lest number of patients are found with Care hospital.
222
  The association of attributes between the dependent variable as different select
sample corporate hospitals and the independent variable category of treatment
of respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows constructive evidence
that the P value is greater than the table value (P=0.326>0.005) at 5 per cent
level of significance. Hence there is no significant difference between the
variables category of treatment of respondent patients who utilized the
services with the respective select sample corporate hospitals. Thus, the null
hypothesis (Ho) is accepted and the category of treatment of the respondent
patients are dependent.
 Majority of the respondent patients who have approached to the select sample
corporate hospitals in Hyderabad city of Telangana state of those who have
said that they are repeated patients are found with Care hospital and the least
number of the respondent patients are found with Yashoda hospitals. At the
same time majority of the respondent patients of those who have said that they
first-time patients are found with Yashoda hospital and the least number of the
respondent patients are found with Care hospital.
 The association of attributes between the dependent variable as different select
sample corporate hospitals and the independent variable type of visit of
respondent patients’ in all the five select sample corporate hospitals in
Hyderabad city of Telangana state. Above table shows the constructive
evidence that the P value is greater than the table value (P=0.396>0.005) at 5
per cent level of significance. Hence there is no significant difference between
the variables type of visit of respondent patients who utilized the services with
the respective select sample corporate hospitals. Thus, the null hypothesis
(Ho) is accepted and the type of visit of the respondent patients are dependent.
 Conclusive Results of demographic factors:
The conclusive results of the above discussed demographic variables
are arranged at a glance in the below table.

S.N
PARAMETER HYPOTHESIS RESULTS
O
There is no significant difference
Rejected
1 Age Groups between the age groups of the
P=0.000<0.05
respondent patients

223
 There is no significant difference
Rejected
2 Gender between the gender of the respondent
P=0.000<0.05
patients
There is no significant difference
Accepted
3 Monthly Income between the monthly incomes of the
P=0.190>0.05
respondent patients
There is no significant difference
Residence Accepted
4 between the residence locations of the
Location P=0.360>0.05
respondent patients
There is no significant difference
Education Rejected
5 between the education qualifications of
Qualification P=0.002<0.05
the respondent patients
There is no significant difference
Accepted
6 Marital Status between the marital status of the
P=0.784>0.05
respondent patients
There is no significant difference
Accepted
7 Occupations between the occupations of the
P=0.873>0.05
respondent patients
There is no significant difference
Category of Accepted
8 between the category of treatment of the
Treatment P=0.326>0.05
respondent patients
There is no significant difference
Accepted
9 Type of Visit between the type of visit of the
P=0.396>0.05
respondent patients

The conclusive results of demographic results one can deduce that the variable
age groups, gender and the education qualifications of the respondent patients of those
who have approached to the select corporate hospitals in Hyderabad city of Telangana
state are dependent as their respective null hypothesis (H 0) are rejected and the
remaining demographic variables like monthly incomes, residence locations, marital
status, occupations, category of treatment and the type of visit of the respondent
patients are independent as the constructive evidence has proved that their respective
null hypothesis (H0) are accepted.

 The respondent patients of Sunshine hospital have expected more that the
Staff of the hospital should be committed towards the services what they
promised to do so and the Staff of the hospital should be able to perform the
promised service accurately. Whereas the perceptions of respondent patients
of Sunshine hospital are high on the above said service quality dimensions
which relate to the RELIABILITY of the SERVQUAL MODEL. But, there
was a huge gap of -1.928 between the expectations and the perceptions of
respondent patients of Sunshine hospital on the service quality which they

224
 have expected that the Staff of the hospital should be able to perform the
promised service accurately. There was a less gap of -1.715 between expected
and perceived scores of the respondent patients on the service quality
dimension called the key staff of hospital should have adequate knowledge
about their responsibilities. The standard deviation of the above discussed
score values reveals the there is a less deviation of -0.089.
 The respondent patients of Yashoda hospital have expected more that Staff of
the hospital should be committed towards the services what they promised to
do so. Whereas the perceptions of respondent patients of Yashoda hospital
were also high on the above said service quality dimensions which relate to
the RELIABILITY of the SERVQUAL MODEL. But, there was a huge gap of
-2.036 between the expectations and perceptions of respondent patients of
Yashoda hospital on the service quality which they have expected that the
Staff of the hospital should be committed towards the services what they
promised to do so. There was a less gap of -1.875 between expected and
perceived scores of the respondent patients on the service quality dimensions
like staffs of the hospital are well trained and qualified and also the Staff of
the hospital able to perform the promised service accurately. The standard
deviation of the above discussed score values reveals the there is a less
deviation of -0.070.
 The respondent patients of the KIMS hospital have expected more that the
Staff of the hospital should be committed towards the services what they
promised to do so. Whereas the perceptions of respondent Patients of KIMS
hospital were also high on the above said service quality dimensions which
relate to the RELIABILITY of the SERVQUAL MODEL. But, there was a
huge gap of -2.142 between the expectations and the perceptions of respondent
patients of the KIMS hospital on the staff of hospital are well trained and
qualified the service quality which they expected that the Staff of the hospital
should be committed towards the services what they promised to do so. There
was a less gap of -1.983 between the expected and the perceived scores of the
respondent patients on the service quality dimensions like staffs of the hospital
are well trained and qualified and also Staff of the hospital able to perform the
promised service accurately. The standard deviation of the above discussed
score values reveals the there is a less deviation of -0.069.
225
 The patients of Care hospital have expected more that the key Staff of the
hospital should have the knowledge about their responsibilities, the
perceptions of respondent patients of Care hospital were also high on the
above said service quality dimensions which relate to the RELIABILITY of
the SERVQUAL MODEL. But, there was a huge gap of -2.198 between the
expectations and the perceptions of respondent patients of the Care hospital on
the service quality which they expected that the key Staff of the hospital
should have the knowledge about their responsibilities. There was a less gap
of -1.737 between the expected and the perceived scores of the respondent
patients on the service quality dimension Staff of the hospital able to perform
the promised service accurately. The standard deviation of the above discussed
score values reveals the there is a less deviation of -0.089.
 The patients of AGG hospital have expected more that the Staff of the hospital
should be dependable on their services. Whereas the perceptions of respondent
patients of AGG hospital were also high on the above said service quality
dimensions which relate to the RELIABILITY of the SERVQUAL MODEL.
But, there was a huge gap of -2.090 between the expectations and the
perceptions of respondent patients of AGG hospital on the service quality
which they expected that the Staff of the hospital should be dependable on
their services. There was a less gap of -1.553 between the expected and the
perceived scores of the respondent patients on the service quality dimension
the staffs of the hospital are well trained and qualified. The standard deviation
of the above discussed score values reveals the there is a less deviation of
-0.182.
 The respondent patients of Care Hospital have high perception value of 3.568
and the respondent patients of Sunshine hospital have less perception value of
3.343 among all the five select sample corporate hospitals in Hyderabad city
of Telangana state. The respondent patients of Care Hospital have more
percept that the key staff of the hospital has adequate knowledge about their
responsibilities. The respondent customers of Care Hospital have high level of
perception on that the staff of the hospital committed towards their services
what they promised to do so. The highest perception value expressed by the
respondent patients of Aware Gleneagles Global Hospital that the staff of the
hospital are dependable in terms of their services. Aware highest perception
226
 level has observed with the respondent customers of KIMS Hospital, Care
Hospital and Aware Gleneagles Global Hospital together that the staff of the
hospital able to perform the promised service accurately. An overall high
negative gap score -2.047 has opined by the respondent patients of KIMS
Hospital on the different measurements of SERVQUAL model dimensions,
the service quality dimension called ‘RELIABILITY’ is measured to assess
the ability to perform.
 Paired Samples t-test Results:

To know the differences of population means, correlation between the P-

Scores and E-Scores, association of attributes and the statistical significance of
different variables of the service quality dimension ‘Reliability’ among the select
corporate hospitals in Hyderabad city of Telangana state the paired t-test has
applied and the results are presented below.

The paired sample statistics revealed that the Pair-4 variable ‘staffs of the
hospital are dependable in terms their services’ has the high value of population
Mean 5.55500 and 3.56820. The Pair-2 variable ‘The key staff of the hospital has
adequate knowledge about their responsibilities’ has shown the less deviation with
the population standard deviation value of 0.069909 and 0.139665.
The paired samples correlations of all the variables have correlated the
strongly positive among all the select corporate hospitals in Hyderabad city of
Telangana state with respect to the service quality dimension ‘Reliability’ and also
it is the constructive evidence that the Pair-1, Pair-2, Pair-3 and Pair-5 have shown
the statistically significance that the P-values less than the alpha except the Pair-4.
The association of attributes between the paired sample s of dependent
variables of service quality dimension ‘Reliability’ among the select corporate
hospitals and the independent variable type of visit of respondent patients’ in all
the five select corporate hospitals in Hyderabad city of Telangana state. Above
table shows the constructive evidence that the P value is less than the table value
(P=0.000<0.005) at 5 per cent level of significance. Hence there is significant
difference between the variables type of visit of respondent patients who utilized
the services with the respective select sample corporate hospitals. Thus, the null
hypothesis (Ho) is rejected and there is no difference between the population
samples of perceived scores and expected scores.

227
 The association between the perceived sores of the variable ‘The staff of the
hospital was well trained and qualified’ and the expected scores of ‘Staff of the
hospital is dependable in terms of their services’ considering a Pair-1 and the
perceived scores of the variable ‘Staff of the hospital committed towards the
services what they promised to do’ and the expected scores of the variable ‘Staff
of the hospital are able to perform the promised services accurately’ as a Pair-2.
The results presented below

The constructive is evidence that the paired sample statistics revealed that the
Pair-2 the combination of variables, the expected scores of ‘Staffs of the hospital
committed towards the services what they promised to do’ with the perceived
score of ‘Staff of the hospital able to perform the promised services accurately’
and has proved that the high value of population Mean 5.543100 of perceived
average score over the expected average score of 3.50380. The standard deviation
of Pair-2 between these variables has shown the less deviation.
The paired samples correlations of both the variables have a weak negative
correlation among all the select corporate hospitals in Hyderabad city of
Telangana state with respect to the service quality dimension ‘Reliability’
regarding the combinations of Pair-1 and Pair-2 and also it is the constructive
evidence that the both the pairs have shown the statistically not significant that the
P-values greater than the 0.05 percent level of significance. Hence, it is said that
there is significant difference between both the Pairs.

The association of attributes between the paired samples of combined

variables of service quality dimension ‘Reliability’ among the select corporate
hospitals among all the five select corporate hospitals in Hyderabad city of
Telangana state. Above table shows the constructive evidence that the P value is
less than the table value (P=0.000<0.005) at 5 per cent level of significance.
Hence there is significant difference between the pairs of combined variables.
Thus, the null hypothesis (Ho) is rejected and there is a difference between the
population samples of perceived scores and expected scores of pairs of combined
variables.

 The respondent patients of the Sunshine hospital have expected more that the
Staff of the hospital should repeatedly review and provide the services

228
 whenever required. Whereas the perceptions of respondent patients of
Sunshine hospital are high on the above said service quality dimensions which
relate to the ‘RESPONSIVENESS’ of the SERVQUAL MODEL. But, there
was a huge gap of -2.250 between the expectations and the perceptions of
respondent patients of the Sunshine hospital on the service quality which they
expected that the Staff of the hospital should review and provide the services
whenever required. There was a less gap of -1.875 between the expected and
the perceived scores of the respondent patients on the service quality
dimension; the Staff was readily available with hospital to provide prompt
services timely. The standard deviation of the above discussed score values
reveals the there is a less deviation of -0.145.
 The respondent patients of the Yashoda hospital have expected more that the
Staff has attended the cases immediately entering into the hospital premises
and the Staff should repeatedly review and provide the services whenever
required. Whereas the perceptions of respondent patients of the Yashoda
hospital are also high on the above said service quality dimensions which
relate to the RELIABILITY of the SERVQUAL MODEL. But, there was a
huge gap of -2.250 between the expectations and the perceptions of the
respondent patients of the Yashoda hospital on the service quality dimensions
the Staff has attended the cases immediately entering into the hospital
premises and the Staff should repeatedly review and provide the services
whenever required. There was a less gap of -2.142 between the expected and
the perceived scores of the respondent patients on the service quality
dimension the hospital has provided service at the time to which it promised to
do so. The standard deviation of the above discussed score values reveals the
there is a less deviation of -0.011.
 The respondent patients of the KIMS hospital have expected more that the
Staff of the hospital should attend the cases immediately entering into the
hospital premises. Whereas, the perceptions of respondent patients of the
KIMS hospital was also high on the above said service quality dimension
which relate to the ‘RESPONSIBILITY’ of the SERVQUAL MODEL. But,
there is a huge gap of -2.198 between the expectations and the perceptions of
respondent patients of the KIMS hospital on the service quality which they
expected that the Staff of the hospital should attend the cases immediately
229
 entering into the hospital. There was a less gap of -2.090 between the expected
and the perceived scores of the respondent patients on the service quality
dimension staffs of the hospital should attend the cases immediately entering
into the hospital. The standard deviation of the above discussed score values
reveals the there is a less deviation of -0.038.
 The respondent patients of the Care hospital have expected more that the Staff
should be readily available with hospital to provide prompt services timely.
Whereas the perceptions of respondent patients of Care hospital was also high
on the above said service quality dimension which relate to the
‘RESPONSIVENESS’ of the SERVQUAL MODEL. But, there was a huge
gap of -2.250 between the expectations and the perceptions of respondent
patients of Care hospital on the service quality which they have expected that
the Staff should be readily available with hospital to provide prompt services
timely. There was a less gap of -2.036 between the expected and the perceived
scores of the respondent patients on the service quality dimension the staffs of
the hospital should attend the cases immediately entering into the hospital
premises. The standard deviation of the above discussed score values reveals
the there is a less deviation of -0.085.
 The respondent patients of AGG hospital have expected more that the Staff of
the hospital should attend the cases immediately entering into the hospital
premises. Whereas the perceptions of respondent patients of AGG hospital
also high on the above said service quality dimension which relate to the
‘RESPONSIVENESS’ of the SERVQUAL MODEL. But, there was a huge
gap of -2.198 between the expectations and the perceptions of respondent
patients of the AGG hospital on the service quality which they have expected
that the Staff of the hospital should attend the cases immediately entering into
the hospital premises. There was a less gap of -2.036 between the expected
and the perceived scores of the respondent patients on the service quality
dimension the hospital provide the services time to time which it promised to
do so. The standard deviation of the above discussed score values reveals the
there is a less deviation of -0.061.
 The respondent patients of KIMS Hospital and the Care hospital have
expressed their opinions that there was a high gap of the scores between
perceived and expected towards the services which they have availed by the
230
 corporate hospitals in Hyderabad city of Telangana state on the service quality
dimension ‘RESPONSIVENESS’ which has five different variables to
measure the concerned dimension have expressed that the respondent patients
of KIMS hospital have said that the staff of have attended the cases
immediately when they entered into the hospital premises, the respondent
patients of Care hospital have opined that the hospital staff and officials were
responded timely to serve better. Whereas the respondent patients of the
Sunshine hospital and AGG hospitals which are having the less gap score are
expressed that the respondent patients of Sunshine hospital have opined that
the Staff was readily available with hospital to provide prompt services timely
and respondent patients of the AGG hospital have expressed that the hospital
has provided service at the time to which it promised to do so. An overall a
less negative gap score -2.111 has observed with the Sunshine Hospital and
the AGG hospitals together on the different measurements of SERVQUAL
dimensions, the dimension RESPONSIVENESS was measured to evaluate the
ability to perform.
 Paired Samples t-test Results:

To know the differences of population means, correlation between the

P-Scores and E-Scores, association of attributes and the statistical significance
of different variables of the service quality dimension ‘Responsiveness’
among the select corporate hospitals in Hyderabad city of Telangana state the
paired t-test has applied and the results are presented below.

The constructive evidence that the paired sample statistics revealed

that the Pair-2 variable ‘Staff was readily available with hospital to provide
prompt services timely’ has the high value of population Mean 5.87180 and
3.65600. The Pair-3 the variable ‘The hospital has provided service at the time
to which it promised to do so’ has shown the less deviation with the
population standard deviation value of 0.037481 and 0.076014.
The paired samples correlations of all the variables have correlated the
strongly positive among all the select corporate hospitals in Hyderabad city of
Telangana state with respect to the service quality dimension
‘Responsiveness’ and also it is the constructive evidence that all the pairs have

231
 shown the statistically significance difference that the P-values less than the
alpha.

The association of attributes between the paired samples of dependent

variables of service quality dimension ‘Responsiveness’ among the select
corporate hospitals among all the five select corporate hospitals in Hyderabad
city of Telangana state. Above table shows the constructive evidence that the
P value is less than the table value (P=0.000<0.005) at 5 per cent level of
significance. Hence there is a significant difference between the pairs of
variables. Thus, the null hypothesis (Ho) is rejected and there is a difference
between the population samples of perceived scores and expected scores.

ASSURANCE:

 The respondent patients of Sunshine hospital have high expectations towards

that the Hospital should fulfill what they assured to do so. Whereas the
perceptions of the respondent patients of Sunshine hospital also high on the
above said service quality dimension which relate to the RELIABILITY of the
SERVQUAL MODEL. But, there was a huge gap of -2.036 between the
expectations and the perceptions of the respondent patients of Sunshine
hospital on the service quality which they expected that the Hospital fulfilled
what they assured to do so. There was a less gap of -1.553 between the
expected and the perceived scores of the respondent patients on the service
quality dimension that the Hospital staff and employees well curtest. The
standard deviation of the above discussed score values reveals the there is a
less deviation of -0.196.
 The respondent patients of Yashoda hospital have expected more on the
variable that the Hospital staff and employees should be well curtest and the
Staff of the hospital conveyed trust and confidence. Whereas the perceptions
of respondent patients of Yashoda hospital are also high on the above said
service quality dimensions which relate to the ASSURANCE of the
SERVQUAL MODEL. But, there was a huge gap of -2.198 between the
expectations and the perceptions of respondent patients of Yashoda hospital on
the service quality which they expected that the Hospital staff and employees
should be well curtest and Staff of the hospital conveyed trust and confidence.

232
 There was a less gap of -2.142 between the expected and the perceived scores
of the respondent patients on the service quality dimensions that the Hospital
staff and employees should be well curtest and the Hospital should fulfill what
they assured to do so. The standard deviation of the above discussed score
values reveals the there is a less deviation of -0.045.
 The respondent patients of the KIMS hospital have expected more on the
variable that the Hospital staff and employees should be well curtest. Whereas
the perceptions of respondent patients of the KIMS hospital are also having a
high value on the above said service quality dimensions which relate to the
ASSURANCE of the SERVQUAL MODEL. But, there was a huge gap of
-2.198 between the expectations and the perceptions of respondent patients of
the KIMS hospital on the service quality which they have expected that the
Hospital staff and employees should be well curtest. There was a less gap of
-1.928 between the expected and the perceived scores of the respondent
patients on the service quality dimensions that the Staff of the hospital should
convey the trust and confidence. The standard deviation of the above
discussed score values reveals the there is a less deviation of -0.108.
 The respondent patients of the KIMS hospital have expected more on the
variable that the Hospital staff and employees should be well curtest. Whereas
the perceptions of respondent patients of the KIMS hospital are also having a
high value on the above said service quality dimensions which relate to the
ASSURANCE of the SERVQUAL MODEL. But, there was a huge gap of
-2.198 between the expectations and the perceptions of respondent patients of
the KIMS hospital on the service quality which they have expected that the
Hospital staff and employees should be well curtest. There was a less gap of
-1.928 between the expected and the perceived scores of the respondent
patients on the service quality dimensions that the Staff of the hospital should
convey the trust and confidence. The standard deviation of the above
discussed score values reveals the there is a less deviation of -0.108.
 The respondent patients of the AGG hospital have expected more on the
variable that the Hospital staff and employees should be well curtest. Whereas
the perceptions of respondent patients of the AGG hospital are also having a
high value on the above said service quality dimension which relate to the
ASSURANCE of the SERVQUAL MODEL. But, there was a huge gap of
233
 -2.142 between the expectations and the perceptions of respondent patients of
the AGG hospital on the service quality which they have expected that the
Hospital staff and employees should be well curtest. There was a less gap of
-2.036 between the expected and the perceived scores of the respondent
patients on the service quality dimensions that the Hospital services should be
trustworthy. The standard deviation of the above discussed score values
reveals the there is a less deviation of -0.038.
 The respondent patients of the Care hospital have expressed their opinions that
there was a high gap of the scores between perceived and expected towards
the services which they have availed by the corporate hospitals in Hyderabad
city of Telangana state on the service quality dimension ‘ASSURANCE’
which has five different variables to measure the concerned dimension have
expressed that the respondent patients of Care hospital have said that the
Hospital staff and employees should be well curtest and the Staff of the
hospital should convey the trust and confidence. Whereas the respondent
patients of the Sunshine hospital which was having the less gap score are
expressed that the respondent patients of Sunshine hospital have opined that
the hospital staff has well knowledge and ability. An overall a less negative
gap score -1.800 has observed with the Sunshine Hospital on the different
measurements of SERVQUAL dimensions, the dimension ‘ASSURANCE’
was measured to evaluate the ability to perform.
 Paired Samples t-test Results:
To know the differences of population means, correlation between the
P-Scores and E-Scores, association of attributes and the statistical significance
of different variables of the service quality dimension ‘Assurance’ among the
select corporate hospitals in Hyderabad city of Telangana state the paired t-test
has applied and the results are presented below.

The constructive evidence that the paired sample statistics revealed

that the Pair-4 variable ‘Hospital services trustworthy’ has the high value of
population Mean 5.87180 and 3.68660. The Pair-5 variable ‘Staff of the
hospital conveyed trust and confidence’ has shown the less deviation with the
population standard deviation value of 0.033995 and 0.17076.

234
 The paired samples correlations of all the variables have correlated the
strongly positive among all the select corporate hospitals in Hyderabad city of
Telangana state with respect to the service quality dimension ‘Assurance’ and
also it is the constructive evidence that all the Pairs have shown the
statistically significance that the P-values are less than the alpha.

The association of attributes between the paired sample s of dependent

variables of service quality dimension ‘Assurance’ among the select corporate
hospitals and the pairs of independent variables of all the five select corporate
hospitals in Hyderabad city of Telangana state. Above table shows the
constructive evidence that the P value is less than the table value
(P=0.000<0.005) at 5 per cent level of significance. Hence there is a
significant difference between the variables have not shown significant
difference. Thus, the null hypothesis (Ho) is rejected and there is a difference
between the population samples of perceived scores and expected scores.

EMPATHY:
 The respondent patients of the Sunshine hospital have expected more on the
variable that the Hospital staff should always be polite. Whereas the
perceptions of respondent patients of the Sunshine hospital are also having a
high value on the above said service quality dimension which relate to the
‘EMPATHY’ of the SERVQUAL MODEL. But, there was a huge gap of
-2.142 between the expectations and the perceptions of respondent patients of
the Sunshine hospital on the service quality which they have expected that the
Hospital staff should always be polite. There was a less gap of -1.715 between
the expected and the perceived scores of the respondent patients on the service
quality dimensions that the Hospital staff should give adequate attention. The
standard deviation of the above discussed score values reveals the there is a
less deviation of -0.192.
 The respondent patients of the Yashoda hospital have expected more on the
variable that the Hospital staff should always be polite. Whereas the
perceptions of respondent patients of the Yashoda hospital are also having a
high value on the above said service quality dimension which relate to the
‘EMPATHY’ of the SERVQUAL MODEL. But, there was a huge gap of
-2.250 between the expectations and the perceptions of respondent patients of

235
 the Yashoda hospital on the service quality which they have expected that the
Hospital staff should always be polite. There was a less gap of -1.928 between
the expected and the perceived scores of the respondent patients on the service
quality dimensions that the Hospital should give adequate attention. The
standard deviation of the above discussed score values reveals the there is a
less deviation of -0.146.
 The respondent patients of the KIMS hospital have expected more on the
variable that the Hospital staff should always be polite and the Hospital staff
should give adequate attention. Whereas the perceptions of respondent patients
of the KIMS hospital are also having a high value on the above said service
quality dimension which relate to the ‘EMPATHY’ of the SERVQUAL
MODEL. But, there was a huge gap of -2.090 between the expectations and
the perceptions of respondent patients of the KIMS hospital on the service
quality which they have expected that the Hospital staff should always be
polite and the Hospital staff should give adequate attention. There was a less
gap of -2.033 between the expected and the perceived scores of the respondent
patients on the service quality dimensions that they feel safe in the transactions
with the hospital staff. The standard deviation of the above discussed score
values reveals the there is a less deviation of -0.032.
 The respondent patients of the Care hospital have expected more on the
variable that they feel safe in the transactions with the hospital staff and the
Hospital staff should always be polite. Whereas the perceptions of respondent
patients of the Care hospital are also having a high value on the above said
service quality dimension which relate to the ‘EMPATHY’ of the
SERVQUAL MODEL. But, there was a huge gap of -2.250 between the
expectations and the perceptions of respondent patients of the Care hospital on
the service quality which they have expected that the feel safe in the
transactions with the hospital staff Hospital staff should always be polite.
There was a less gap of -2.198 between the expected and the perceived scores
of the respondent patients on the service quality dimensions that the Staff of
the hospital should take personal care and individual attention and the Hospital
staff should give adequate attention. The standard deviation of the above
discussed score values reveals the there is a less deviation of -0.030.

236
 The respondent patients of the AGG hospital have expected more on the
variable that they feel safe in the transactions with the hospital staff. Whereas
the perceptions of respondent patients of the AGG hospital are also having a
high value on the above said service quality dimension which relate to the
‘EMPATHY’ of the SERVQUAL MODEL. But, there was a huge gap of
-2.250 between the expectations and the perceptions of respondent patients of
the AGG hospital on the service quality which they have expected that they
feel safe in the transactions with the hospital staff. There was a less gap of
-1.983 between the expected and the perceived scores of the respondent
patients on the service quality dimensions that the Hospital staff should give
adequate attention. The standard deviation of the above discussed score values
reveals the there is a less deviation of -0.119.
 The respondent patients of the Care hospital have expressed their opinions that
there was a high gap of the scores between perceived and expected towards
the services which they have availed by the corporate hospitals in Hyderabad
city of Telangana state on the service quality dimension ‘EMPATHY’ which
has five different variables to measure the concerned dimension have
expressed that the respondent patients of Care hospital have said that they feel
safe in the transactions with the hospital staff and the Staff of the hospital
should always be polite. Whereas the respondent patients of the Sunshine
hospital which was having the less gap score are expressed that the respondent
patients of Sunshine hospital have opined that the hospital staff should give
adequate attention. An overall a less negative gap score -2.224 has observed
with the Care Hospital on the different measurements of SERVQUAL
dimensions, the dimension ‘EMPATHY’ was measured to evaluate the ability
to perform.
 Paired Samples t-test Results:
To know the differences of population means, correlation between the
P-Scores and E-Scores, association of attributes and the statistical significance
of different variables of the service quality dimension ‘Empathy’ among the
select corporate hospitals in Hyderabad city of Telangana state the paired t-test
has applied and the results are presented below.
The constructive evidence that the paired sample statistics revealed
that the Pair-4 variable ‘Hospital staff gave adequate attention’ has the high

237
 value of population Mean 5.94700 and 3.72300. The Pair-23variable ‘Staff of
the hospital took personal care and individual attention’ has shown the less
deviation with the population standard deviation value of 0.030336 and
0.062354.
The paired samples correlations of all the variables have correlated the
strongly positive among all the select corporate hospitals in Hyderabad city of
Telangana state with respect to the service quality dimension ‘Empathy’ and
also it is the constructive evidence that all the Pairs have shown the
statistically significance that the P-values are less than the alpha.
The association of attributes between the paired samples of dependent
variables of service quality dimension ‘Empathy’ among all the five select
corporate hospitals in Hyderabad city of Telangana state. Above table shows
the constructive evidence that the P value is less than the table value
(P=0.000<0.005) at 5 per cent level of significance. Hence there is a
significant difference between the pairs of variables perceptions and the
expectations of respondent patients who utilized the services with the
respective select sample corporate hospitals. Thus, the null hypothesis (Ho) is
rejected and there is a difference between the population samples of perceived
scores and expected scores.

TANGIBILITY:
 The respondent patients of the Sunshine hospital have expected more on the
variable that the Hospital has latest and adequate equipment to provide
required services. Whereas the perceptions of respondent patients of the
Sunshine hospital are also having a high value on the above said service
quality dimension which relate to the ‘TANGIBILITY’ of the SERVQUAL
MODEL. But, there was a huge gap of -1.875 between the expectations and
the perceptions of respondent patients of the Sunshine hospital on the service
quality which they have expected that the Hospital should have latest and
adequate equipment to provide required services. There was a less gap of
-1.715 between the expected and the perceived scores of the respondent
patients on the service quality dimensions that the Hospital should have
required personnel and the Hospital should have the adequate communicating

238
 materials. The standard deviation of the above discussed score values reveals
the there is a less deviation of -0.066.
 The respondent patients of the Yashoda hospital have expected more on the
variable that the Hospital should have adequate physical facilities according to
the patient requirements. Whereas the perceptions of respondent patients of
the Yashoda hospital are also having a high value on the above said service
quality dimension which relate to the ‘TANGIBILITY’ of the SERVQUAL
MODEL. But, there was a huge gap of -2.198 between the expectations and
the perceptions of respondent patients of the Yashoda hospital on the service
quality which they have expected that the Hospital should have adequate
physical facilities according to the patient requirements. There was a less gap
of -1.928 between the expected and the perceived scores of the respondent
patients on the service quality dimensions that the Hospital should have
required personnel. The standard deviation of the above discussed score values
reveals the there is a less deviation of -0.111.
 The respondent patients of the KIMS hospital have expected more on the
variable that the Hospital should have adequate physical facilities according to
the patient requirements. Whereas the perceptions of respondent patients of
the KIMS hospital are also having a high value on the above said service
quality dimension which relate to the ‘TANGIBILITY’ of the SERVQUAL
MODEL. But, there was a huge gap of -2.090 between the expectations and
the perceptions of respondent patients of the KIMS hospital on the service
quality which they have expected that the Hospital should have adequate
physical facilities according to the patient requirements. There was a less gap
of -1.928 between the expected and the perceived scores of the respondent
patients on the service quality dimensions that the Hospital should have the
adequate communicating materials. The standard deviation of the above
discussed score values reveals the there is a less deviation of -0.061.
 The respondent patients of the Care hospital have expected more on the
variable that the Hospital should have the adequate personnel. Whereas the
perceptions of respondent patients of the Care hospital are also having a high
value on the above said service quality dimension which relate to the
‘TANGIBILITY’ of the SERVQUAL MODEL. But, there was a huge gap of
-2.198 between the expectations and the perceptions of respondent patients of
239
 the Care hospital on the service quality which they have expected that the
Hospital should have the adequate personnel. There was a less gap of -1.737
between the expected and the perceived scores of the respondent patients on
the service quality dimensions that the Hospital should have adequate
communicating materials. The standard deviation of the above discussed score
values reveals the there is a less deviation of -0.127.
 The respondent patients of the AGG hospital have expected more on the
variable that the Hospital should have sufficient prime (Doctors, Nurses and
Lab Tech) and sub-staff. Whereas the perceptions of respondent patients of the
AGG hospital are also having a high value on the above said service quality
dimension which relate to the ‘TANGIBILITY’ of the SERVQUAL MODEL.
But, there was a huge gap of -2.142 between the expectations and the
perceptions of respondent patients of the AGG hospital on the service quality
which they have expected that the Hospital should have sufficient prime
(Doctors, Nurses and Lab Tech) and sub-staff. There was a less gap of -1.928
between the expected and the perceived scores of the respondent patients on
the service quality dimensions that the Hospital should have adequate
communicating materials. The standard deviation of the above discussed score
values reveals the there is a less deviation of -0.084.
 The respondent patients of KIMS Hospital have high perception value that the
staff is well trained and qualified among all the five select sample corporate
hospitals in Hyderabad city of Telangana state. The respondent patients of
Care Hospital have more percept that the key staff of the hospital has adequate
knowledge about their responsibilities. The respondent patients of Care
Hospital have high level of perception on that the staff of the hospital
committed towards their services what they promised to do so. The highest
perception value expressed by the respondent patients of Aware Gleneagles
Global Hospital that the staff of the hospital are dependable in terms of their
services. Aware highest perception level has observed with the respondent
patients of KIMS Hospital, Care Hospital and Aware Gleneagles Global
Hospital together that the staff of the hospital able to perform the promised
service accurately. An overall high negative gap score -1.365 has observed
with KIMS Hospital on the different measurements of SERVQUAL

240
 dimensions, the dimension TANGIBILITY is measured to evaluate the ability
to perform.
 Paired Samples t-test Results:
To know the differences of population means, correlation between the
P-Scores and E-Scores, association of attributes and the statistical significance
of different variables of the service quality dimension ‘Tangibility’ among the
select corporate hospitals in Hyderabad city of Telangana state the paired t-test
has applied and the results are presented below.
The constructive evidence that the paired sample statistics revealed
that the Pair-2 variable ‘Hospital has adequate physical facilities according to
customers requirements’ has the high value of population Mean 5.61460 and
3.55740. The Pair-4 variable ‘Hospital has latest and adequate equipment to
provide required services’ has shown the less deviation with the population
standard deviation value of 0.100091 and 0.226885.
The paired samples correlations of all the variables have correlated the
strongly positive among all the select corporate hospitals in Hyderabad city of
Telangana state with respect to the service quality dimension ‘Tangibility’ and
also it is the constructive evidence that all the Pairs have shown the
statistically significance that the P-values are less than the alpha.

The association of attributes between the paired sample s of dependent

variables of service quality dimension ‘Tangibility’ among all the five select
corporate hospitals in Hyderabad city of Telangana state. Above table shows
the constructive evidence that the P value is less than the table value
(P=0.000<0.005) at 5 per cent level of significance. Hence there is a
significant difference between the pairs of the variables of perceived and
expected scores of respondent patients who utilized the services with the
respective select sample corporate hospitals. Thus, the null hypothesis (Ho) is
rejected and there is a difference between the population samples of perceived
scores and expected scores.

CONCLUSIVE RESULTS OF MEAN AND STANDARD DEVIATION:

The first and most important service quality dimension ‘RELIABILITY’
among the five select corporate hospitals in Hyderabad city of Telangana state the
Care hospital has the highest Mean value (3.656) of Perceived Score (P Score) at the

241
same time the KIMS hospital has got the highest Mean value (5.593) of Expected
Score (E Score) and the KIMS hospital has got less GAP Score (P – E Score) value (-
2.407) regarding the said SERVQUAL dimension, when it comes to the Standard
Deviation the Yashoda hospital has shown very less deviation of P-Score(0.070) and
E-Scores(0.140), overall AGG hospital has shown the less GAP score of -0.182. The
second important service quality dimension ‘RSEPONSIVENESS’ the Yashoda
hospital has the 3.656, 5.872 and -2.216 highest Mean value of Perceived Score (P
Score), Expected Score (E Score) and GAP Scores respectively regarding the said
SERVQUAL dimension, when it comes to the Standard Deviation the KIMS hospital
has shown very less deviation of P-Score (0.038) and E-Scores (0.076), overall
Sunshine hospital has shown the less standard deviation GAP score of -0.145. The
next and third service quality dimension ‘ASSURANCE’ the Care hospital has the
highest value of 3.086 Mean value of Perceived Score, 5.872 of Expected Score and
-2.185 value of GAP Score regarding the said SERVQUAL dimension, when it comes
to the Standard Deviation the AGG hospital has shown very less deviation of P-Score
(0.038) and E-Scores (0.076), overall the Sunshine hospital has shown the less GAP
score of -0.196. The another and fourth service quality dimension ‘EMPATHY’ the
Care hospital has the highest value of 3.723 Mean value of Perceived Score, 5.947 of
Expected Score and -2.224 value of GAP Score regarding the said SERVQUAL
dimension, when it comes to the Standard Deviation the KIMS hospital has shown
very less deviation of P-Score (0.030) and E-Scores (0.061), overall the Yashoda
hospital has shown the less GAP score of -0.146. The last and fifth service quality
dimension ‘TANGIBILITY’ the Care hospital has the highest value of 3.590 Mean
value of Perceived Score, the Yashoda hospital has the 5.614 of Expected Score and
the -2.224 value of GAP Scores regarding the said SERVQUAL dimension, when it
comes to the Standard Deviation the KIMS hospital has shown very less deviation of
P-Score (0.061) and E-Scores (0.122), overall the Care hospital has shown the less
value of GAP score of -0.127. With this one can conclude that the select corporate
hospitals which are having the high value of mean of P scores have put their efforts to
serve the respondent patients who have approached to the concerned corporate
hospitals and the hospital which are having the high value of E scores are got the
demand by way of expectations from the respondent patients but it will be depended
on the satisfaction levels of the respondent patients and as the satisfaction levels of the
human beings differ from person to person and to situation to situation. When it
242
comes to the GAP scores of select corporate hospitals in Hyderabad city of Telangana
state which are having the less GAP score value are called that they have reached
more than the others, it is also depending on the different judgmental situations, main
condition which has to considerable that the select corporate hospitals are specialized
and providing their services in different kinds of health services, it definitely show the
difference in case to case. All the select corporate hospitals have got the good
reputations and shown their own identity in many of the situations which are tested in
different conditions and the various aspects, all the select corporate hospitals have
effected in their services at least one of the quality in SERVQUAL model.

SUGGESTIONS:

After the summaries of the perceptions of respondent patients of the select

corporate hospitals in Hyderabad city of Telangana state the following reasonable
suggestions are made.

 It is suggested to the Sunshine hospital regarding the service quality

dimension ‘Reliability’ that the hospital should concentrate to develop the
Staff of the hospital.
 All the select corporate hospitals should try to increase the practitioning staff
members by reducing their assistant practitioner staff.
 All the select corporate hospitals should try to improve the number of good
experience staff.
 All the select corporate hospitals are advised to reduce part-time staff
members in all the sectors.
 All the select corporate hospitals are appreciated for the trust which they have
gained and suggested to continue their services to improve trust towards staff
of the hospitals.
 All the hospitals are advised to continue their doctor-patient relationship
which they were having already.
 All the select corporate hospitals are advised to consider the Work and Family
conditions of the staff members which will be affected to their work on some
variables which were tested and refereed individually at appropriate places.

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 All the select corporate hospitals are advised to gain the Work Feelings
conditions of the staff members which will be affected to their work on some
variables which were tested and refereed individually at appropriate places.
 All the select corporate hospitals are appreciated for providing excellent Work
Environment conditions to the staff members and it is advised to continue.
 It is appreciate and advised to the Care hospital and the Sunshine hospitals
together to continue the Reliability level of services quality dimension and at
the same time it is advised to the remaining select corporate hospitals to
concentrate on the said service quality dimension.
 It is appreciate and advised to the KIMS and Care hospitals together to
continue the Responsibility level of services quality dimension and at the same
time it is advised to the remaining select corporate hospitals to concentrate on
the said service quality dimension.
 It is appreciate and advised to the Care hospital and the Sunshine hospitals
together to continue the Reliability level of services quality dimension and at
the same time it is advised to the remaining select corporate hospitals to
concentrate on the said service quality dimension.
 It is appreciate and advised to the Care hospital to continue the Empathy level
of services quality dimension and at the same time it is advised to the
remaining select corporate hospitals to concentrate on the said service quality
dimension.
 It is appreciate and advised to the Care hospital to continue the Assurance
level of services quality dimension and at the same time it is advised to the
remaining select corporate hospitals to concentrate on the said service quality
dimension.
 It is appreciate and advised to the KIMS hospital to continue the Tangibility
level of services quality dimension and at the same time it is advised to the
remaining select corporate hospitals to concentrate on the said service quality
dimension.

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