MUC PRESENTATION – GROUP 7

Needa Rafique
Shouvik Ghosh
Aastha Gaur
Rohini Morey
Pooja Chowdhary
 Overview of the study
The study was done to asses various parameters like
1. Tangibility
2. Reliability
3. Responsiveness
4. Assurance
5. Empathy
6. Satisfaction
7. Loyalty
8. Word of Mouth
9. Trust
 Methodology

■ Data was collected from family and friends

■ The data collected is primary in nature
■ It was collected through telephonic conversations
■ The data was collected from 33 participants in total

The scoring system used

1 2 3 4 5
Strongly Disagree Disagree Neither Agree nor Agree Strongly Agree
Disagree
 Service Quality and Patient Satisfaction

Regression Statistics
Correlation Analysis
Multiple R 0.909033362

  Column 1 Column 2 R Square 0.826341653

Adjusted R Square 0.7941827

Column 1 1
Standard Error 0.355169521

Column 2 0.832643 1 Observations 33

Correlation – 83.26% of the data shows a positive correlation

Regression- 82.6% change taking place in patient satisfaction is expected to happen due to the service quality

Recommendations- The hospital should continue to improve its service quality for better patient satisfaction
 Patient Satisfaction and Word of Mouth

Regression Statistics
Correlation Analysis
Multiple R 0.78684802

  Column 1 Column 2 R Square 0.619129806

Adjusted R Square 0.606843671

Column 1 1
Standard Error 0.525286704

Column 2 0.786848 1 Observations 33

Correlation- 78.6% of the data shows a positive correlation between Patient satisfaction and word of mouth
Regression- 61.9% of change in spread of information about the hospital through word of mouth is expressed by
patient satisfaction level
 Patient Satisfaction and Trust

Regression Statistics
Correlation Analysis
Multiple R 0.668137156

  Column 1 Column 2 R Square 0.446407259

Adjusted R Square 0.428549428

Column 1 1
Standard Error 0.619796469

Column 2 0.668137 1 Observations 33

Correlation- 66.8% of the date shows positive correlation between patient satisfaction and the level of trust
Regression- 44.6% change in Trust is expressed by Patient satisfaction level

Recommendations- The hospitals should work on building trust among patients to improve the overall
satisfaction levels
 Patient Satisfaction and Loyalty

Regression Statistics
Correlation Analysis
Multiple R 0.78411325

  Column 1 Column 2 R Square 0.614833588

Adjusted R Square 0.602408865

Column 1 1
Standard Error 0.510710344

Column 2 0.784113 1 Observations 33

Correlation- 78.4% of the data shows positive correlation between patient satisfaction and loyalty
Regression- 61.4% of change in Loyalty of the patients towards the hospital is expressed by patient
satisfaction

Recommendation- The hospital should provide services to patients that encourages the patients to come
back to the hospital for other treatments or follow up procedures and hence improve their satisfaction.
 Service Quality and Word of Mouth

Regression Statistics
Correlation Analysis
Multiple R 0.866299986

  Column 1 Column 2 R Square 0.750475666

Adjusted R Square 0.742426494

Column 1 1
Standard Error 0.425171717

Column 2 0.8663 1 Observations 33

Correlation- 86.6% of the data shows a positive correlation between the service quality and Word of mouth
Regression- 75.04% of change in spread of information about the hospital through word of mouth is
expressed by the quality of services provided
 Service Quality and Loyalty

Regression Statistics
Correlation Analysis
Multiple R 0.851648646

  Column 1 Column 2 R Square 0.725305416

Adjusted R Square 0.7164443

Column 1 1
Standard Error 0.431296068

Column 2 0.851648646 1 Observations 33

Correlation- 85.1% of the data shows a a positive correlation between service quality and loyalty
Regression- 72.5% of change shown by patients in terms of loyalty is expressed by the quality of services provided
 Service Quality and Trust
Regression Statistics
Correlation Analysis
Multiple R 0.901012808

  Column 1 Column 2 R Square 0.811824081

Adjusted R Square 0.776976688

Column 1 1
Standard Error 0.387199593

Column 2 0.827176 1 Observations 33

Correlation- 82.7% of the data shows positive correlation between service quality and trust
Regression- 81.1% of change in trust of the patients towards the hospitals is expressed by the quality if services
provided
 Trust and Loyalty

Regression Statistics
Correlation Analysis
Multiple R 0.864717182

  Column 1 Column 2 R Square 0.747735805

Adjusted R Square 0.73959825

Column 1 1
Standard Error 0.413312231

Column 2 0.864717 1 Observations 33

Correlation- 86.4% of the data shows positive correlation between trust and loyalty
Regression- 81.1% of trust gained towards the hospital is expressed by the loyalty shown
 Trust and Word of Mouth

Regression Statistics
Correlation Analysis
Multiple R 0.891511669

  Column 1 Column 2 R Square 0.794793055

Adjusted R Square 0.788173476

Column 1 1
Standard Error 0.385570627

Column 2 0.891512 1 Observations 33

Correlation- 89.1% of the data shows positive correlation between trust and word of mouth
Regression- 79.4% of trust gained towards the hospital is spread through word of mouth
Thank you!