Quality of Service in

Hospitals of Pakistan
Research Methodology

Group Members
• Mati-ullah

• Kashif Riaz

• Jamila Khan

• Faheem Iqbal

• Farah Mumtaz

• Arslan Mushtaq

• M.Sharjeel Qazi

• M.Saqib Khattak

• M.Salman Haider

• Mehnan Mukhtar
 Table of Contents
Table of Contents...................................................................................................2
Services
of
Quality
Abstract................................................................................................................. 2

Introduction:.......................................................................................................... 3

Literature Review:..................................................................................................4

Theoretical Framework:.........................................................................................5

Research Design: ..................................................................................................5

Methodology:......................................................................................................... 6

Limitations:............................................................................................................ 7

Research Done In Government And Private Hospitals Of Pakistan:.......................7

Data Analysis:......................................................................................................10

Feel For Data:...................................................................................................... 10

Goodness of Data:............................................................................................... 10

Reliability:............................................................................................................ 11

Validity:................................................................................................................ 11

Suggestions:........................................................................................................ 11

Conclusion:.......................................................................................................... 11

Appendix.............................................................................................................. 12

Abstract

All over the world especially in the developed countries, hospitals are increasingly realizing
the need to realign their strategies to focus on service quality. Perceptions of service quality
play an important role when evaluating the service of Private and Government hospitals. One
Business
3
Research Methodology.
 of the most important quality factors and key success indicators in healthcare is patient
satisfaction.

Keeping in view the different aspects of Quality Management the authors have tried to
Services
of analyze the use of Quality of Service (SERVQUAL MODEL) to evaluate customer`s
satisfaction in Private and Government hospitals of Pakistan.
Quality

Data was collected through questionnaire surveys from the hospitals of Islamabad and
Rawalpindi. SERVQUAL model was used to quantify the qualitative findings to bring in
authenticity and precision. Responsiveness, empathy, tangibility, reliability and assurance are
the contributing variables in the process of shaping the loyalty.

The authors analyzed each variable and its vitality in both Private and Government hospitals.
The core objective in this study is to come up with different recommendations for hospitals
for improvement in their service.

Introduction:

All over the world especially in the developed countries hospitals are increasingly realizing
the need to realign their strategies to focus on service quality. Increased levels of competition
have compelled many health care organizations in industrialized countries to learn how to
differentiate themselves (McAlexander, Kaldenberg & Koenig 1994, Kaldenberg, Becker,
Browne & Browne 1997), and consequently, assessments of service quality have become
critical for hospitals. In fact, Hurst, Crocker and Bell (1994) indicate a hospital’s success
often rests upon its reputation to deliver quality services. ((Christopher Chan &Lanny
Entrekin &Chen Anderson. Ensuring the safety of patients and personnel and improving
quality have become important objectives for national health systems in developed and
developing countries alike, highlighting poor quality, increasing patient expectations, and
media reports. Health care organizations are increasingly expected by governments, funders
and patients to introduce quality control systems and improvement strategies (John Øvretveit)

Business
3
Research Methodology.
 Consumer’s perception is the main indicator of quality in health care service (O’Connor,
Shewchuk & Carney, 1994; Cronin & Taylor, 1992). There is a relationship between the
perception of the consumers on the quality of the services and their satisfaction (Cronin
&Taylor, 1994; McAlexander, Kaldenberg & Koenig, 1994). Consumer satisfaction appears
Services
of to be a major device in order to take critical decisions in the health care services (Gilbert,
Lumpkin & Dant, 1992). Therefore, service providers, as a matter of fact, take the
Quality
satisfaction of customers into account as a main goal of the strategies of their firms (Zeithaml
& Bitner, 2000). SERVQUAL has been proposed as a broad-based measure of service quality
that may be applicable to health caresettings (O’ Connor et al., 2000). This study will suggest
improvements across all the five dimensions of service quality. The advantages of
SERVQUAL that this is known as standard for assessing, valid, reliable, easy to fill, and
having standardized procedure to support the interpretation (Buttle, 1994).The studies
recommend improvements among five dimensions of service quality-tangibles, reliability,
responsiveness, assurance and empathy.(Wong, 2002).

Literature Review:

Quality is accepted as being an important factor that determines the demand of goods and
services as well as a main indicator that affects the competitive advantage of firms
(Fitzsimmons & Fitzsimmons, 1994). Service quality measurements are, in general, made by
means of using consumers’ (patients) perception about the quality of the services. As
customer based determinants and perceptions of service quality play an important role when
evaluating the service of private hospitals, therefore, Service quality and customer
satisfaction are major goals for success in modern organizations (Vinagre & Nerves, 2008).
Reeves and Bednar identified the roots of quality as excellence, value, conformance to
specifications and meeting /or exceeding customer expectation. Two forms of quality are
relevant to service-providing organizations: technical quality and functional quality
(Gronroos 1984). Technical quality in the health care environment, also referred to as quality
in fact, is defined primarily on the basis of the technical accuracy of the diagnoses and
procedures. Various techniques for measuring technical quality have been proposed and are
currently in use in health care organizations (Joint Commission for Accreditation of Health
Care Organizations 1987). Functional quality refers to the manner in which the health care
service is delivered to the patient. Since patients are often unable to accurately assess the
technical quality of a health care service, functional quality is usually the primary
determinant of patients' quality perceptions (Donabedian 1980, 1982; Kovner and Smits
1978). There is growing evidence to suggest that this perceived quality is the single most

Business
3
Research Methodology.
 important variable influencing consumers' value perceptions. These value perceptions, in
turn, affect consumers' intentions to purchase products or services (Bolton and Drew 1988;
Zeithaml 1988). Since private hospitals are not subsidized and depend on income from clients
(i.e. market incentives), they would be more motivated than public hospitals to provide
Services
of quality services to patients to meet their needs more effectively and efficiently. There are
many studies on measuring service quality in the health care sector that use satisfaction of
Quality
consumers.1 Service quality studies are mainly based on the satisfaction of patients or their
judgment about service quality (Babakus & Mangold, 1992; Carman, 1990; Parasuraman,
Zeithaml, & Berry, 1985; Parasuraman, Zeithaml, & Berry, 1988; Zeithaml, Berry, &
Parasuraman, 1993; Reidenbach & Sandifer-Smallwood, 1990). The advantages of
SERVQUAL that this is known as standard for assessing, valid, reliable, easy to fill, and
having standardized procedure to support the interpretation (Buttle, 1994). Usually the
SERVQUAL instrument is used to measure the service quality delivery in hospitals. The
SERVQUAL (Parasuraman et al., 1985; 1988) methodology has been used in an effort to
measure service Quality. In 1988, (Parasuraman et.al) developed a multi item scale to
measure the service quality which measures the consumer perceptions. In 1987 Zeithamal
defined this quality as perceived quality, which is based on the consumers’ judgment about
an entity’s total excellence or superiority. This quality can be viewed distinct from the
objective quality. As defined by Garvin (1983) this perceived quality differs from objective
quality. This quality is a form of attitude. The word Quality as a kind of attitude is discussed
by most of the researchers such as Holbrook & Corfman 1985 and Parasuraman ET. al. 1985.
The resultant is a comparison of expectations with perception of performance of a service
organization from customers.

Theoretical Framework:

The research methodology is exploratory in nature and therefore the quantitative tool used for
data collection is the authentic questionnaire that is the SERVQUAL questionnaire developed
by Parasuraman, (1985) there is no change in the dimensions and its receptive elements. The
type of investigation is causal, in which the quality of service is the cause and the patients’
satisfaction is the effect. Therefore, the SERVQUAL Model is the independent variable and
patients’ satisfaction is the dependent variable.

Research Design:

• The purpose of this article is to report the results of a study that examined the
usefulness of the SERVQUAL scale for assessing patients' perceptions of service
quality in the hospital environment.

• Type of study is exploratory in nature as to observe the effect of quality in hospitals.

• Type of investigation is causal in nature.

• The extent of researcher interference is minimal.

• Study setting is non-contrived.

Business
3
Research Methodology.
 • Unit of analysis are institutions.

• It’s a cross sectional studies.

Services
of
Quality

Methodology:

The SERVQUAL scale was developed based on a marketing perspective with the support of
the Marketing Science Institute (Parasurman, Zeithaml, and Berry 1986). Its purpose was to
provide an instrument for measuring service quality that would apply across a broad range of
services with minor modifications in the scale.

SERVQUAL provides a foundation for a growing body of research that pertains to the
creation of quality among service industries. There are five dimensions of service quality that
are applicable to service-providing organizations in general. These dimensions are:

Business
3
Research Methodology.
 (1) Tangible -- physical facilities, equipment, and appearance of personnel

(2) Reliability -- ability to perform the promised service dependably and accurately
Services
of (3) Responsiveness--willingness to help customers and provide prompt service
Quality
(4) Assurance -- knowledge and courtesy of employees and their ability to inspire trust and
confidence

(5) Empathy -- caring, the individualized attention the firm provides its customers

(Parasuraman, Zeithmal, and Berry 1988).

These five dimensions have been checked in government and private hospitals to gather the
fact that which one is provide its best of services to bring satisfaction to it patients. This paper
will further reveal that which dimension need attention and strength.

Limitations:

• Limited Time

• Limited Knowledge

• Limited Access to Published papers

• Management of Hospital

• Respondents Attitude

Research Done In Government And Private

Hospitals Of Pakistan:
Government Hospitals:

We done our research of Quality of services provided by the hospitals in three government
hospitals and these hospitals are P.I.M.S (Pakistan Institute of Medical Sciences), Capital
hospital and polyclinic hospital. Capital Hospital, Islamabad was incorporated in the Capital
Development Authority as a small day care Medical Centre providing preventive and curative
medical facilities on out patient basis to the employees of the Capital Development Authority
in particular and residents of Islamabad in general.

The need for in-patient care necessitated the conversion of this day care centre into a hospital
facility and in March 1981, a 60 bedded hospital was started comprising Medical and
Pediatric wards, coronary care Unit, X-Ray Department, Pathology Laboratory, Dental
Clinic, Dermatology Department and Mother & child Health Centre.
Business
3
Research Methodology.
 In the Second Phase the Surgical Block of the hospital was completed and started function in
September 1992 with the Department of General Surgery, Orthopedics, Urology, Genie and
Obstetrics, Neo-anthology, Eye & ENT, Post-operative Intensive Care and Accident and
Services
of Emergency Department. Thus the 60 bedded facilities developed into a 250 bedded hospital
equipped with the latest equipment and providing modern Medical & Surgical facilities to the
Quality
patients in emergency, out-patient and the wards. In 1999 a new block to house outpatients
and laboratory was also commissioned.

The Capital Hospital provides free treatment to the CDA employees, their families and
dependent parents. Hospital is also open to the general public. Consultation in the out-patient
and provision of emergency treatment is free. However, non-entitled patients are charged for
investigations and in-patient treatment.

To provide the latest diagnostic and treatment facilities, a Mobile Coronary Care Unit was
introduced by the hospital in November, 1982, as an extension of the hospital based coronary
care unit. The Hospital has the distinct privilege of introducing Nuclear Cardiology to
Pakistan in 1985. The other cardiac diagnostic facilities available in the hospital include
Treadmill Exercise ECG testing, 24 hours ambulatory ECG monitoring and Echo-
Cardiography. To provide medical facilities to the residents of Islamabad & Rawalpindi
PIMS is established in Islamabad. It is a 592 bedded hospital and has 22 medical and
surgical specialties. The spacious, centrally air conditioned OPD of Islamabad Hospital
started on 18 December 1985, inpatients and Accident & Emergency centre started in
October 1986..

It was formally inaugurated by the then Prime Minister Muhammad Khan Junejo in
September 1987. Its covered area is approximately 356,976 sq ft (33,164.2 m2). The
Administration block is located on the ground floor.

Total number of employees working in the Islamabad Hospital is nearly 1800 which include
the senior and mid level management staff, Senior Consultants, Specialists, Medical and
Non-medical staff, Nurses and Paramedics.

Quaid e Azam Postgraduate Medical College (QPGMC) is a component of Pakistan Institute

of Medical Sciences (PIMS) headed by the Executive Director, PIMS, Islamabad as Dean of
QPGMC. The establishment of QPGMC is a milestone for Pakistan. The foundation stone of
the building was laid on March 14 1990. The total covered area of the college is 176,093 sq ft
(16,359.6 m2). It started functioning from 1 February 1989.

The data which is collected from PIMS, it is being concluded that: The hospital had modern
looking equipment and the facilities in the hospital are visually appealing due to which
patients come to PIMS. As PIMS is a government hospital and many patients strongly
disagreed that the personnel in the hospital are neat in appearance. Patients give no view that
material associated with the service is visually appealing. The patients agree that when a
hospital promises to do something it does. Patients agree that PIMS give prompt services and
personnel in the hospital are always willing to help. Personnel in the hospital have the
knowledge to answer patient’s questions and patients feel safe at PIMS. The hospital gives
individual attention to patients and operating hours are convenient to patients. PIMS give
personnel attention to its patients. The personnel at the hospital understand the patient’s
needs.
Business
3
Research Methodology.
Services
of Private Hospitals:
Quality
We done our research of Quality of services provided by the hospitals in three private
hospitals which are Shifa international, Maroof international hospital and Islamic
International hospital.

Shifa International Hospital Islamabad is established by United States trained Pakistani

doctors in the 1980s to provide non-affordable, international standard, and quality healthcare.
It has an internationally recognized Medical college, the Shifa foundation that provides state
of art medical care to poor and needy patients from all over Asia at extremely subsidized
rates, and a hospital catering to the needs of multinational companies, foreign embassies,
expatriates and elite of Pakistan. The faculty comprises highly qualified, courteous and
professional staff. The most known pediatrician is DR.Ejaz Ahmed Khan and his son
DR.Hamza Khan and DR.Ibrahim Khan.

MAROOF International Hospital is a new 'State of the Art' health facility situated in the F-10
sector of Islamabad. It is in close proximity to the beautiful Margalla Mountains and faces the
F-9 Park, thereby providing the best possible surroundings. Its ambiance and decor rival the
best anywhere and its infrastructure including diagnostics (laboratory & imaging) is second to
none. It offers seven operations theaters equipped with the latest technology, able to cater for
any type of surgical operations including Coronary Artery Bypass Graft and Valve
replacements. The latest in haemodialysis on an outpatient basis is also available. Its ER
gives an impression of a friendly and welcoming place for patients and relatives both. The
staff in all out-patient and in-patient departments is friendly and is the best available in the
area.

Islamic International Dental College started as a department of the Islamic International

Medical College in 2001. The college has produced so far 3 batches of well trained and
competent dentists providing essential dental services to the people in this part of the Pakistan
and beyond. Our graduates have licenses to practice anywhere in Pakistan as IIDC has been
recognized by the Pakistan Medical Dental Council (PMDC).

Currently located at the Islamic International Medical Complex, 7th Avenue, G-7/4, it has the
latest modern facilities to train dental surgeons for the future. The faculty is rightly
committed to the development of scientifically orientated, technically capable and socially
sensitive dental practitioners.

These are the government hospitals and more than 10000 employees are working in these
hospitals. Our team first conducted an unstructured interview with about 30 patients and staff
of hospitals. The broad statement of staff was “We are here to provide prompt services to
patients”.

Business
3
Research Methodology.
 Next, A questionnaire was designed containing well designed 22 questions and incorporating
well validated and reliable measure for the quality of services provided by the hospitals both
public and private. The questionnaire was administered personally to 180 patients and some
staff members. The responses were entered into the computer. Thereafter, the data were
Services

submitted for analysis to test.

of
Quality

Islamic international medical complex is a private hospital which is providing quality

services to patients. It has many branches. We visited the Islamabad branch and have the
answers of our questions…..

Data Analysis:
We will elaborate on the various statistical tests and the interpretation of the results of the
analysis of our questionnaire using the SPSS. We also show the results of data analysis in
SPSS sheet.

Basis Objectives In Data Analysis:

In data analysis we have two objectives: getting a feel for the data and testing the goodness of
data.

Feel For Data:

We can acquire feel for the data by checking the central tendency and the dispersion. The
Mean, the range and the standard deviation in the data will give us a good idea of how the
patients have reacted to the items in the questionnaire and how good the items and measures
are. There is no variability exist in our research because range for each question in a
questionnaire is same. The maximum score is 7 and the minimum score is 1 for each
question. The mean, standard deviation and other statistics are obtained in our analysis.

We obtain the frequency distribution of the variables of interest. Visual display thereof
through pie charts is provided.

Goodness of Data:
The goodness of data measure through the measurement of reliability and validity.

Business
3
Research Methodology.
Services
of
Reliability:
Quality

The reliability of a measure is established by testing for both consistency and stability.
Consistency means that high degree of variability between the questions. The reliability of
the questionnaire is measure through the cronbach’s alpha and the cronbach’s alpha of our
questionnaire is .381. The averages intercorrelations of our questionnaire are lower the
internal consistency reliability.

Validity:

In our questionnaire we find convergent validity because there is high degree of correlation
between two different sources responding to same measures.( Both patient and staff of the
hospital respond similar towards quality of service of hospitals)

Suggestions:

 The hospitals pay attention towards the cleanliness of their atmosphere and provide
healthy environment:-

 The hospitals make error free records:-

 The hospitals arrange emergency squads:-

 The hospitals arrange Modern equipments:-

 Pay attention towards every patient (Not biased):-

Conclusion:

Business
3
Research Methodology.
 It is concluded that our research is based on quality of service of hospitals so we make a
questionnaire to take the opinion of the patients and staff of hospital that what type of
services provided by the government hospitals and private hospitals? And what type of
response shown by the staff towards patients? If we compare the quality of services provided
Services

by the government hospitals and the private hospitals then we concluded that the private
of
Quality
hospitals gave better services as compared to government at some extent but the government
hospitals also gave good services to their patients.

One of the reasons for this good quality of services provided by the government and private
hospitals is that we visited the hospitals of Islamabad and this may not be in all cities of our
country. In our opinion the quality of services provided by the private and government
hospitals are good. The relation between the hospital staff and patients are positively
correlated because there is very lower variability between the opinions of patents and hospital
staff.

Appendix
Reliability

Scale: ALL VARIABLES

Case Processing Summary

Business
3
Research Methodology.
 N %
Cases Valid 180 100.0
Excluded(
0 .0
Services a)
of Total 180 100.0
A List wise deletion based on all variables in the procedure.
Quality

Reliability Statistics

Cronbach's
Alpha N of Items
.381 22

Frequency Table
The hospital has modern looking equipment.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 31 17.2 17.2 17.2
Disagree 19 10.6 10.6 27.8
disagree for some extent 6 3.3 3.3 31.1
Neutral 41 22.8 22.8 53.9
Agree for some extent 28 15.6 15.6 69.4
Agree 10 5.6 5.6 75.0
Strongly agree 45 25.0 25.0 100.0
Total 180 100.0 100.0

The physical facilities in the hospital are visually appealing.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 30 16.7 16.7 16.7
disagree 24 13.3 13.3 30.0
disagree for some extent 9 5.0 5.0 35.0
neutral 40 22.2 22.2 57.2
agree for some extent 23 12.8 12.8 70.0

Business
3
Research Methodology.
 agree 8 4.4 4.4 74.4
strongly agree 46 25.6 25.6 100.0
Total 180 100.0 100.0
Services
Personnel in the hospital are neat in appearance.
of
Quality
Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 36 20.0 20.0 20.0
disagree 19 10.6 10.6 30.6
disagree for some extent 7 3.9 3.9 34.4
neutral 48 26.7 26.7 61.1
agree for some extent 30 16.7 16.7 77.8
agree 10 5.6 5.6 83.3
strongly agree 30 16.7 16.7 100.0
Total 180 100.0 100.0

Materials associated with the service are visually appealing.

Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 29 16.1 16.1 16.1
disagree 20 11.1 11.1 27.2
disagree for some extent 10 5.6 5.6 32.8
neutral 53 29.4 29.4 62.2
agree for some extent 23 12.8 12.8 75.0
agree 7 3.9 3.9 78.9
strongly agree 38 21.1 21.1 100.0
Total 180 100.0 100.0

When the hospital promises to do something by a certain time it does so.

Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 28 15.6 15.6 15.6
disagree 23 12.8 12.8 28.3
disagree for some extent 6 3.3 3.3 31.7
neutral 46 25.6 25.6 57.2
agree for some extent 33 18.3 18.3 75.6
agree 8 4.4 4.4 80.0
strongly agree 36 20.0 20.0 100.0
Total 180 100.0 100.0

When you have a problem, the hospital shows a sincere interest in solving it.

Business
3
Research Methodology.
 Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 27 15.0 15.0 15.0
disagree 19 10.6 10.6 25.6
Services
disagree for some extent 12 6.7 6.7 32.2
of
Quality neutral 48 26.7 26.7 58.9
agree for some extent 24 13.3 13.3 72.2
agree 7 3.9 3.9 76.1
strongly agree 43 23.9 23.9 100.0
Total 180 100.0 100.0

The hospital gets things right the first time.

Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 29 16.1 16.1 16.1
disagree 19 10.6 10.6 26.7
disagree for some extent 10 5.6 5.6 32.2
neutral 45 25.0 25.0 57.2
agree for some extent 29 16.1 16.1 73.3
agree 10 5.6 5.6 78.9
strongly agree 38 21.1 21.1 100.0
Total 180 100.0 100.0

The hospital provides its services at the time it promises to do so.

Cumulative
Frequency Percent Valid Percent Percent
Valid strongly disagree 33 18.3 18.3 18.3
disagree 21 11.7 11.7 30.0
disagree for some extent 10 5.6 5.6 35.6
neutral 48 26.7 26.7 62.2
agree for some extent 24 13.3 13.3 75.6
agree 15 8.3 8.3 83.9
strongly agree 29 16.1 16.1 100.0
Total 180 100.0 100.0

The hospital insists on error-free records.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 33 18.3 18.3 18.3
Disagree 15 8.3 8.3 26.7
Disagree for some extent 11 6.1 6.1 32.8
Neutral 38 21.1 21.1 53.9
Agree for some extent 31 17.2 17.2 71.1
agree 12 6.7 6.7 77.8
strongly agree 40 22.2 22.2 100.0
Total 180 100.0 100.0

The personnel in the hospital tell you exactly when services will be performed.

Business
3
Research Methodology.
 Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 35 19.4 19.4 19.4
Services Disagree 18 10.0 10.0 29.4
Disagree for some extent
of
12 6.7 6.7 36.1
Quality
Neutral 47 26.1 26.1 62.2
Agree for some extent 18 10.0 10.0 72.2
agree 15 8.3 8.3 80.6
strongly agree 35 19.4 19.4 100.0
Total 180 100.0 100.0

Personnel in the hospital give you prompt services.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 30 16.7 16.7 16.7
Disagree 22 12.2 12.2 28.9
Disagree for some extent 10 5.6 5.6 34.4
Neutral 40 22.2 22.2 56.7
Agree for some extent 21 11.7 11.7 68.3
agree 13 7.2 7.2 75.6
strongly agree 44 24.4 24.4 100.0
Total 180 100.0 100.0

Personnel in the hospital are always willing to help you.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree2 30 16.7 16.7 16.7
Disagree 18 10.0 10.0 26.7
Disagree for some extent 14 7.8 7.8 34.4
Neutral 36 20.0 20.0 54.4
Agree for some extent 24 13.3 13.3 67.8
agree 16 8.9 8.9 76.7
strongly agree 42 23.3 23.3 100.0
Total 180 100.0 100.0

Personnel in the hospital are never to be busy to respond to your requests.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 28 15.6 15.6 15.6

Business
3
Research Methodology.
 Disagree 26 14.4 14.4 30.0
Disagree for some extent 11 6.1 6.1 36.1
Neutral 40 22.2 22.2 58.3
Agree for some extent 27 15.0 15.0 73.3
Services
of agree 16 8.9 8.9 82.2
Quality strongly agree 32 17.8 17.8 100.0
Total 180 100.0 100.0

The behavior of personnel in the hospital instills confidence in you.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 36 20.0 20.0 20.0
Disagree 20 11.1 11.1 31.1
Disagree for some extent 12 6.7 6.7 37.8
Neutral 41 22.8 22.8 60.6
Agree for some extent 24 13.3 13.3 73.9
agree 12 6.7 6.7 80.6
strongly agree 35 19.4 19.4 100.0
Total 180 100.0 100.0

Personnel in the hospital are consistently courteous with you.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 27 15.0 15.0 15.0
Disagree 25 13.9 13.9 28.9
Disagree for some extent 11 6.1 6.1 35.0
Neutral 44 24.4 24.4 59.4
Agree for some extent 24 13.3 13.3 72.8
agree 14 7.8 7.8 80.6
strongly agree 35 19.4 19.4 100.0
Total 180 100.0 100.0

Personnel in the hospital have the knowledge to answer your questions.

Business
3
Research Methodology.
 Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 41 22.8 22.8 22.8
Disagree 17 9.4 9.4 32.2
Services
Disagree for some extent 8 4.4 4.4 36.7
of
Quality Neutral 37 20.6 20.6 57.2
Agree for some extent 20 11.1 11.1 68.3
agree 11 6.1 6.1 74.4
strongly agree 46 25.6 25.6 100.0
Total 180 100.0 100.0

The hospital gives you individual attention.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 31 17.2 17.2 17.2
Disagree 23 12.8 12.8 30.0
Disagree for some extent 10 5.6 5.6 35.6
Neutral 52 28.9 28.9 64.4
Agree for some extent 14 7.8 7.8 72.2
agree 10 5.6 5.6 77.8
strongly agree 40 22.2 22.2 100.0
Total 180 100.0 100.0

The hospital has operating hours convenient to all its patients.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 34 18.9 18.9 18.9
Disagree 19 10.6 10.6 29.4
Disagree for some extent 11 6.1 6.1 35.6
Neutral 44 24.4 24.4 60.0
Agree for some extent 12 6.7 6.7 66.7
agree 10 5.6 5.6 72.2
strongly agree 50 27.8 27.8 100.0
Total 180 100.0 100.0

The hospital has personnel who give you personnel attention.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 41 22.8 22.8 22.8
Disagree 22 12.2 12.2 35.0

Business
3
Research Methodology.
 Disagree for some extent 6 3.3 3.3 38.3
Neutral 49 27.2 27.2 65.6
Agree for some extent 17 9.4 9.4 75.0
agree 8 4.4 4.4 79.4
Services
of strongly agree 37 20.6 20.6 100.0
Quality Total 180 100.0 100.0

The hospital has the patient's best interests at heart.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 35 19.4 19.4 19.4
Disagree 24 13.3 13.3 32.8
Disagree for some extent 5 2.8 2.8 35.6
Neutral 43 23.9 23.9 59.4
Agree for some extent 24 13.3 13.3 72.8
agree 13 7.2 7.2 80.0
strongly agree 36 20.0 20.0 100.0
Total 180 100.0 100.0

The personnel of the hospital understand your specific needs.

Cumulative
Frequency Percent Valid Percent Percent
Valid Strongly disagree 35 19.4 19.4 19.4
Disagree 23 12.8 12.8 32.2
Disagree for some extent 9 5.0 5.0 37.2
Neutral 34 18.9 18.9 56.1
Agree for some extent 21 11.7 11.7 67.8
agree 13 7.2 7.2 75.0
strongly agree 45 25.0 25.0 100.0
Total 180 100.0 100.0

Pie Chart

Business
3
Research Methodology.
 The hospital has modern looking equipment.

Services Strongly disagree

Disagree
of disagree for some
Quality extent
Neutral
Agree for some
extent
Agree
Strongly agree

The physical facilities in the hospital are visually appealing.

Strongly disagree
disagree
disagree for some
extent
neutral
agree for some
extent
agree
strongly agree

Business
3
Research Methodology.
 Personnel in the hospital are neat in appearance.

Services strongly disagree

of disagree
Quality disagree for some
extent
neutral
agree for some
extent
agree
strongly agree

Materials associated with the service are visually appealing.

strongly disagree
disagree
disagree for some
extent
neutral
agree for some
extent
agree
strongly agree

Business
3
Research Methodology.
 When the hospital promises to do something by a certain time it does so.

Services strongly disagree

of disagree
disagree for some
Quality extent
neutral
agree for some
extent
agree
strongly agree

When you have a problem, the hospital show a sincere interest in solving it.

strongly disagree
disagree
disagree for some
extent
neutral
agree for some
extent
agree
strongly agree

Business
3
Research Methodology.
 The hospital gets things right the first time.

Services strongly disagree

disagree
of
disagree for some
Quality extent
neutral
agree for some
extent
agree
strongly agree

The hospital provide its services at the time it promises to do so.

strongly disagree
disagree
disagree for some
extent
neutral
agree for some
extent
agree
strongly agree

Business
3
Research Methodology.
 The hospital insists on error-free records.

Services Strongly disagree

Disagree
Disagree for some
of
Quality extent
Neutral
Agree for some
extent
agree
strongly agree

The personnel in the hospital tell you exactlywhen services will be

performed.

Strongly disagree
Disagree
Disagree for some
extent
Neutral
Agree for some
extent
agree
strongly agree

Business
3
Research Methodology.
 Personnel in the hospital give you prompt services.

Services Strongly disagree

Disagree
of
Disagree for some
Quality extent
Neutral
Agree for some
extent
agree
strongly agree

Personnel in the hospital are always willingto help you.

Strongly disagree2
Disagree
Disagree for some
extent
Neutral
Agree for some
extent
agree
strongly agree

Business
3
Research Methodology.
 Personnel in the hospital are never to be busy to respond to your requests.

Strongly disagree
Services
Disagree
of Disagree for some
Quality extent
Neutral
Agree for some
extent
agree
strongly agree

The behaviour of personnel in the hospital instils confidence in you.

Strongly disagree
Disagree
Disagree for some
extent
Neutral
Agree for some
extent
agree
strongly agree

Business
3
Research Methodology.
 You feel safe in your dealings with the hospital.

Services Strongly disagree

Disagree
of Disagree for some
Quality extent
Neutral
Agree for some
extent
agree
strongly agree

Personnel in the hospital are consistently courteous with you.

Strongly disagree
Disagree
Disagree for some
extent
Neutral
Agree for some
extent
agree
strongly agree

Business
3
Research Methodology.
 Personnel in the hospital have the knowledge to answer your questions.

Services Strongly disagree

Disagree
of Disagree for some
Quality extent
Neutral
Agree for some
extent
agree
strongly agree

The hospital gives you individual attention.

Strongly disagree
Disagree
Disagree for some
extent
Neutral
Agree for some
extent
agree
strongly agree

Business
3
Research Methodology.
 The hospital has operating hours convenient to all its patients.

Services Strongly disagree

Disagree
of
Disagree for some
Quality extent
Neutral
Agree for some
extent
agree
strongly agree

The hospital has personnel who give you personel attention.

Strongly disagree
Disagree
Disagree for some
extent
Neutral
Agree for some
extent
agree
strongly agree

Business
3
Research Methodology.
 The hospital has the patient's best interests at heart.

Services Strongly disagree

Disagree
of Disagree for some
Quality extent
Neutral
Agree for some
extent
agree
strongly agree

The personnel of the hospital understand your specific needs.

Strongly disagree
Disagree
Disagree for some
extent
Neutral
Agree for some
extent
agree
strongly agree

Interactive Graph

Business
3
Research Methodology.
 You feel safe in your dealings with the hospital.
Services
of Strongly di sagree
Quality Di sagree
Di sagree for some extent
Neutral
Agree for some extent
agree
strongl y agree

Pi es show counts

Interactive Graph

You feel safe in your dealings with the hospital.

17.78% 20.00% Strongly di sagree
Di sagree
Di sagree for some extent
Neutral
Agree for some extent
agree
8.89%
strongl y agree

13.33% Pi es show counts

9.44%

5.00%

25.56%

Business
3
Research Methodology.