Hospital Preference Survey by the people of Kathmandu

A Graduate Research Report

Submitted to : Pravat Uprety

Submitted by : Sushil Manandhar

MBAe, Trimester IV

Submitted for the course assessment of

Business Research Methodology

Kathmandu, Nepal

November 18, 2016

Table of Content

sACKNOWLEDGEMENT.................................................................................................................................5

EXECUTIVE SUMMARY.................................................................................................................................6

CHAPTER 1...................................................................................................................................................7

INTRODUCTION...........................................................................................................................................7

1.1Background of the study.....................................................................................................................7

1.2 Problem Statement............................................................................................................................8

1.3 Objectives of the study......................................................................................................................8

1.4Theoretical Framework.......................................................................................................................9

1.5Research Question............................................................................................................................10

1.5.1Research Question.....................................................................................................................10

1.5.2Research Hypothesis..................................................................................................................10

CHAPTER 2.................................................................................................................................................12

LITERATURE REVIEW..................................................................................................................................12

CHAPTER 3.................................................................................................................................................14

RESEARCH DESIGN / METHODOLOGY........................................................................................................14

3.1 Definition of Survey Area / Population............................................................................................14

3.2 Research Type..................................................................................................................................14

3.3 Sources of data................................................................................................................................14

3.4 Questionnaire design...................................................................................................................15

3.5 Sampling Design..............................................................................................................................15

3.6 Data management and analysis.......................................................................................................15

3.7 Limitations.......................................................................................................................................16

CHAPTER 4.................................................................................................................................................17

PRESENTATION AND ANALYSIS..............................................................................................................17

4.1 Frequency Distribution..................................................................................................................17

4.1.1 Distribution by gender..............................................................................................................17

4.1.2 Distribution by Age Group........................................................................................................17

4.1.3 Distribution by occupation........................................................................................................18

4.1.4 Distribution by Education level.................................................................................................18

4.1.5 Distribution by Income Level....................................................................................................19

4.1.6 Distribution by Hospital Preference..........................................................................................19

4.2 Analysis............................................................................................................................................20

4.2.1 Is there significant relationship between gender and hospital preference?.............................20

4.2.2 Is there a significant relationship between occupation and hospital preference?....................21

4.2.3 Is there significant relationship between monthly salary and hospital preference?................22

4.2.4 Is there significant relationship between price and preference of the hospital?......................24

4.2.5 Is there any significant relationship between level of the income and healthy environment?.24

CHAPTER 5.................................................................................................................................................26

SUMMARY AND CONCLUSIONS.................................................................................................................26

5.1 Summary of findings........................................................................................................................26

5.2. Conclusion......................................................................................................................................27

List of TablesTable 1: Gender Composition....................................................................................................................15Table 2 Distribution by age group..............................................................................................................15Table 3 Distribution by Occupation...........................................................................................................16Table 4 Distribution by Education level.....................................................................................................16Table 5 Distribution by Income Level........................................................................................................17Table 6 Distribution by Hospital Preference..............................................................................................18Table 7 Sample T-test................................................................................................................................18Table 8 : T- test (Gender and Hospital Preference)...................................................................................19Table 9 : Cross tabulation between occupation and most preferred hospital..........................................19Table 10: Cross tabulation between occupation and most preferred hospital.........................................20Table 11: Cross Tabulation between family monthly salary and most preferred hospital.........................21Table 12: Chi Square..................................................................................................................................21Table 13:ANNOVA TABLE...........................................................................................................................22Table 14 : ANOVA Table between level of the income and healthy environment.....................................23

Table of FiguresFigure 1 Conceptual diagram for hospital satisfaction................................................................................8

ACKNOWLEDGEMENT

Firstly , I am heartily thankful to Ace Institute of Management for offering the course of Research Methodology. I would like to express my gratitude to our course facilitator , Mr. Pravat Uprety for providing us with the opportunity to carry out this research report. This report would not have been possible without the specific guidelines, constructive suggestions and continuous encouragement provided by him.

Lastly , I would like to thank all my friends who had helped me to complete this project and make this as practical as possible.

Sincerely,

Sushil Manandhar

EXECUTIVE SUMMARY

This report is prepared in response to the partial fulfillment of the requirement for the course “Business Research Methodology” , MBAe fourth trimester, Ace Institute of Management, Pokhara University.

This report has been prepared on the basis of field research conducted to find ou how people decide to get the health service among the different hospitals available in the city. Since , hospitals has been one of the booming business in the city, we can find more than 100 hospitals in the capital. So , with this survey , it is intended to find what factors influence the customer to go for the particular hospital.

The primary focus of this research and the preparation of questionnaire are to determine the factors responsible for the preference of hospitals. The data were collected from among 103 respondents of Kathmandu. The survey conducted suggested that overall preference of hospital depends upon the treatment they get from the hospitals. Due to the growing awareness level of health and increasing rate of literacy is driving people to trust more to the private hospitals than public ones. But the names of public hospitals are so deep that they are able to set the huge images among the general people. Meanwhile, the preference of hospitals was slightly observed to those that were nearly located to customers.

CHAPTER 1

INTRODUCTION

1.1Background of the study The study on “Satisfaction level of Hospitals of Kathmandu” highlights the importance of factors that are essential for patient to go any hospital. As we all know, health is our basic infrastructure of development so its concern should be one of top priority. My study focuses why people are willing to go to certain hospital which is related to various factors and their satisfaction level.

Health is greatest wealth of individual. If people are healthy, country will be wealthy. In today’s scenario, Nepalese people are focused towards improving their healthy habits. They are willing to pay handsome amount to get quality health service. So health institution should be able to deliver the service to reach the expectation of people.

In my report, I tried to find out what are the expectations of patient that are required when they visit a hospital. Their expectations become concern for the hospital because we cannot compromise on life of people. My report helps to find out what are the essential fields that health institution should consider before delivering quality health services to the people.

Hospitals and clinics stands in every streets of Kathmandu Valley. But I had taken 10 leading hospitals which have created impact on people. Among these hospitals, I tried to find out the best hospital and why do people prefer to visit that hospital. Basically, people either prefer government or private hospital. The factors affecting these hospitals are affordability of price, reputed doctors, advanced medical technology, reputation and others. For example: Even though Grande International Hospital has advanced medical equipments, people prefer Bir Hospital to visit and have treatment because of its fame and well known doctors.

In my report, I had mixed both of them and try to know which one is the actual preference of people. I applied self administered research mechanism to go through the people and find out the hospital they visit and reason behind it.

1.2 Problem StatementHealth industry is a booming business in Nepal. There are sky rocketing hospital, clinics, diagnostic centers, ayurvedic clinics and many more. We never wished to visit hospital and always wanted to be healthy and fine. We Nepalese now have the problem to be treated by fake doctors who have no original doctorate license. Health institutions are cheating people in the name of delivering quality health. Standard and quality health service stands only as slogan but not in reality.

It’s not that every hospital don’t deliver health service as required by people but there are many of those which are build only to earn money neglecting the seriousness of human health. Even though people have capacity to pay, it has become matter of confusion that which hospital is the best one that understands human value and delivers pure and quality health service. Through my research, I tried to find out people best preferred hospital and what are the major driving factors that pulled them to visit there and have a treatment.

1.3 Objectives of the studyThe main objective of the study is to conduct a survey to find out customer satisfaction of hospitals of Kathmandu valley and factors influencing it.

1. To identify relationship between gender and hospital preference. 2. To identify relationship between occupation and hospital preference.3. To identify relationship between monthly income and hospital satisfaction.4. To identify relationship between price and hospital preference.5. To identify relationship between income and healthy environment.

1.4Theoretical Framework

Figure 1 Conceptual diagram for hospital satisfaction

The dependent variable is Hospital Preference by customers

The independent variables are Gender Age Education Occupation Residence Price System and Management Treatment

Hospital Preference

Gender

Education

Age

ResidencePrice

Occupation

System and Management

Treatment

1.5Research QuestionEvery patient shows different satisfaction level when he/she visits particular hospital. The level of preference is dependent upon various factors like age, gender, salary, price, health environment, system and management and among others. So to measure these aspects, the question can be designed as follows:

1.5.1Research Question

i. Is there a significant relationship between gender and hospital preference?

ii. Is there a significant relationship between occupation and hospital preference?

iii. Is there a significant relationship between monthly income and hospital preference?

iv. Is there a significant relationship between price of the hospital and hospital preference?

v. Is there a significant relationship between level of income and healthy environment?

1.5.2Research Hypothesis

i. Null Hypothesis

There is no significant relationship between gender and hospital preference

Alternative Hypothesis

There is significant relationship between gender and hospital preference

ii. Null Hypothesis

There is no significant relationship between occupation and hospital preference

Alternative Hypothesis

There is significant relationship between occupation and hospital preference

iii. Null Hypothesis

There is no significant relationship between monthly income and hospital preference

Alternative Hypothesis

There is significant relationship between monthly income and hospital preference

iv. Null Hypothesis

There is no significant relationship between price and hospital preference.

Alternative Hypothesis

There is significant relationship between price and hospital preference.

v. Null Hypothesis

There is no significant relationship between level of income and healthy environment of hospital

Alternative Hypothesis

There is significant relationship between level of income and healthy environment of hospital

CHAPTER 2

LITERATURE REVIEW

Philip Kotler defines customer satisfaction as “a person’s feeling of pleasure or disappointment after comparing a product’s perceived performance or outcome against his/her expectations”. According to him, driving factors that affects satisfaction are perceived performance and expectations. Higher satisfaction only happens when perceived performance exceeds expectation. Buyer’s expectation is normally influenced by past performance, friend’s advice, competitor and market information. According to him, customer value and satisfaction can be delivered and produced only through value chain method. ( Value chain ; Micheal Porter 1985; primary activities – inbound logistics, operations, outbound logistics, marketing & sales, services ; secondary activities – firm infrastructure, human resource management , technology development and procurement)

In health sector, patient satisfaction has become one of many important objectives set for health services (Scott, Anthony, Smith, Richard D. “Keeping the Customer Satisfied: 1994). The patient satisfaction survey is becoming the primary tool of assessing this aspect of health care. Patient satisfaction survey provides a “snapshot of patients’ opinions” of one’s medical/healthcare practice (White Brandi “Measuring Patient Satisfaction: How to Do it and Why Bother” 1999). One of the major goals of healthcare organizations (i.e. hospitals and clinics) is that patients and families will be highly satisfied with their entire experience in their patient visit and/or hospital stay. A healthcare organization’s purpose is to measure, analyze, and report the degree to which they are meeting this goal within their organization.

There is also an increase in patient satisfaction survey use in quality assurance-type activities. Overall, the purpose of patient satisfaction surveys has been for

gaining feedback for use in prioritizing quality improvement activities. The trend in patient satisfaction surveys has been moving towards measuring the patient’s

overall experience rather than just rating the patient’s satisfaction. An example of this is knowing the number of patients who felt they had to wait too long to be seen by a doctor and monitoring trends in these indicators over time. When the manager or the clinician learns of this example and other examples like these, he or she can be much more useful in pinpointing problems more precisely and more effectively. Measuring patients' experiences is coming to be seen as much more useful than measuring just the level of patient satisfaction (Picker institute “Survey Information)

Patient satisfaction surveys can help identify ways of improving one’s medical/healthcare practice. Since patients actively evaluate what is happening to them during the experience of care, patient satisfaction is two things: “…an indicator of quality of care, and a component of quality care”. The patient’s judgment is a very personal one; it’s based on perceptions of care being responsive to patients' "individual needs," rather than to any universal code of standards. When patients perceive motives, communication, empathy, and clinical judgment positively, they will respond more positively to care (Gesell, Sabina B., Ph.D “Inpatient satisfaction). In the end with patient satisfaction surveys, they help lead to better quality healthcare and happier and healthier patients.

CHAPTER 3

RESEARCH DESIGN / METHODOLOGY

3.1 Definition of Survey Area / PopulationThe survey area for this research will be people who take health service inside Kathmandu valley. The survey is transparent in such a way that every well known hospitals where people visit for treatment falls under it and every respondents are allowed to take best decision according to their preference. It is not possible to know actual number of people who take health services but this survey will define best possible ways to know the most preferred hospital according to its limited population.

3.2 Research TypeThe research method for this particular survey will be quantitative followed by qualitative measures. Qualitative category will be used to explore concept, knowledge and ides about research topic. Quantitative will be main basis since overall survey is prepared on the basis of sample of population parameter. Descriptive methodology will be used since survey is done by giving questionnaire on self administered basis so that overall result would be of reliable and contain accurate data.

3.3 Sources of dataPrimary sources of data will be used for this research since data are collected for the first time for own purpose which tends to be original and fresh. Questionnaire will be collected from among various respondents

3.4 Questionnaire design

The questionnaire of my research will be self administered type and designed on structured basis. The nature of research will focus on qualitative aspect since I will have to use primary source of gathering information i.e. short term interview. It will consist of classification question, single response, multiple response, ranking question and likert scale question.

Likert scale question will have a point which range from 1 to 5. Likert Scale will range from very unsatisfied to very satisfied; dissatisfaction will be score of 1& 2 while satisfaction of score 4 & 5 and the score 3 for those that will be fair or neutral. A mean of less than 3 will be classified as being dissatisfied with the service. A mean that is greater than 3 will be classified as being satisfied with the service provided, and a mean greater than 4 as being highly satisfied with the service. The questionnaire will target 103 respondents.

3.5 Sampling DesignNon random/probability sampling design will be used for this research as probability of selection won’t be predetermined. Under this, convenience sampling technique will be used to collect data.

3.6 Data management and analysisThe data collection will be analyzed using two statistical programs i.e. SPSS and Microsoft Excel. In case of descriptive analysis, various frequency tables, percentage tables will be used to determine and study characteristics of the sample. Parametric tests such as ANOVA, t-test and Pearson’s correlation coefficient and non-parametric tests such as chi-square test will be used in the study.

3.7 LimitationsDue to limitation in time and budget, the sample of population used might not be representative. The research won’t have enough time to go every patient around Kathmandu and collect data. The data collection will be done with small sample of 103 respondents. Since convenience technique of data collection will be used, there might be occurrence of biased data. The sample size of the population should be of large enough in order to increase validity.

CHAPTER 4

PRESENTATION AND ANALYSIS

4.1 Frequency Distribution

4.1.1 Distribution by gender

Gender Frequency Percent

Male 47 45.6Female 56 54.4Total 103 100.0

Table 1: Gender Composition

Out of 103 respondents 45.6% were male and 54.4% were female

4.1.2 Distribution by Age Group

Age Group Frequency Percent15-30 12 11.730-45 48 46.645-60 33 32.0

60 above 10 9.7Total 103 100.0

Table 2 Distribution by age group

In this research, most of the respondent falls in the age group 30-45 years with 46.6% where as 32% respondents were in 45-60 age group. 11.7% lies on age group 15-30 and finally 9.7% respondents belonged to age group 60 and above.

4.1.3 Distribution by occupation

Occupation

Frequency

Percent

Service 51 49.5Business

28 27.2

Freelancher

22 21.4

Agriculture

2 1.9

Total 103 100.0

Table 3 Distribution by Occupation

Among 103 respondents , 49.5% were in Service occupation, 27.2% were in Business occupation, 21.4% were Freelancher and finally 1.9% were of agriculture ocuupation.

4.1.4 Distribution by Education level

EducationFrequenc

y PercentSLC and Below

22 21.4

+2 12 11.7Bachelor 43 41.7

Master 26 25.2Total 103 100.0

Table 4 Distribution by Education level

There were 41.7% of respondents who had academic qualification of Bachelor, 25.2% of Masters, 21.4% of SLC and below and finally 11.7% of Intermediate (+2)

4.1.5 Distribution by Income Level

Income LevelFrequenc

y PercentLess than 15000 6 5.8

15000-30000 23 22.3

30000-45000 43 41.7

45000 and above 31 30.1

Total 103 100.0Table 5 Distribution by Income Level

The research showed that 41.7% of respondents had family income level between 30000-45000 whereas 30.1% have family income 45000 and above. 22.3% respondents had family income between 15000-30000 and 5.8% had family income less than 15000.

4.1.6 Distribution by Hospital Preference

Frequency PercentValid Bir 36 35.0

Teaching

11 10.7

Patan 10 9.7Norvic 13 12.6Grande 5 4.9B&B 4 3.9Vayodha 2 1.9Alka 4 3.9Civil 3 2.9Om 1 1.0Total 89 86.4

Missing System 14 13.6Total 103 100.0

Freque

ncyPercent

Valid Percent

Cumulative

Percent 86 83.5 83.5 83.5Ac 3 2.9 2.9 86.4CFC 5 4.9 4.9 91.3Dirghayu

4 3.9 3.9 95.1

Gangalal

3 2.9 2.9 98.1

HAMS 2 1.9 1.9 100.0Total 103 100.

0100.

0

Table 6 Distribution by Hospital Preference

Out of 103 respondents, 35% of customers visit Bir Hospital. 12.6% of customers visit Norvic Hospital and 10.7% of customers visit Teaching Hospital.

4.2 AnalysisThe findings of the study were analyzed and interpreted as per hypothesis. The entire hypothesis was set at the 95% confidence level.

4.2.1 Is there significant relationship between gender and hospital preference?

Gender N Mean

Std. Deviation

Std. Error Mean

Male 37 2.7838 2.31103 .37993

Female 52 3.2500 2.48821 .34505

Table 7 Sample T-test

The variation of data was greater for female respondents relative to male respondents.

Null Hypothesis: (Ho)

There is no significant relationship between gender and hospital preference.

Alternative Hypothesis: (H1)

There is significant relationship between gender and hospital preference.

F Sig. t dfSig. (2-tailed)

6.180 .015 .082 71 .935 .092 65.514 .927

Table 8 : T- test (Gender and Hospital Preference)

Decision

From the T-test the sig (p-value) of F is 0.015 which is less than 0.05 so there is significant relationship between gender and hospital preference. So we accept H1.

4.2.2 Is there a significant relationship between occupation and hospital preference?

Hospital

Occupation

TotalServiceBusines

s Freelancher AgricultureBir 61.1% 13.9% 25.0% 100.0%Teaching

27.3% 45.5% 27.3% 100.0%

Patan 40.0% 50.0% 10.0% 100.0%Norvic 53.8% 46.2% 100.0%Grande 40.0% 40.0% 20.0% 100.0%

B&B 75.0% 25.0% 100.0%Vayodha 50.0% 50.0% 100.0%Alka 75.0% 25.0% 100.0%Civil 100.0% 100.0%Om 100.0% 100.0% 53.9% 28.1% 15.7% 2.2% 100.0%

Table 9 : Cross tabulation between occupation and most preferred hospital

Out of total respondents, 53.9% people were service oriented, 28.1% people were business oriented, and 15.7% people were Freelancer and finally 2.2% agriculture.

Null Hypothesis (Ho)

There is no significant relationship between occupation and hospital preference.

Alternative Hypothesis (H1)

There is significant relationship between occupation and hospital preference.

Chi-Square Tests

Value dfAsymp. Sig.

(2-sided)Pearson Chi-

Square

39.358a 27 .059

Table 10: Cross tabulation between occupation and most preferred hospital

Decision

From Chi square test, the p-value was found to be (0.059) which is greater than 0.05. So we accept Ho. Hence, there is no significant relationship between occupation and preference of the hospital.

4.2.3 Is there significant relationship between monthly salary and hospital preference?

Income of your family per month

Total

Less than

1500015000-30000

30000-45000

45000 and

above

Most Preferred Hospital

Bir 25.0% 22.2% 52.8% 100.0%Teaching 18.2% 9.1% 36.4% 36.4% 100.0%Patan 40.0% 60.0% 100.0%Norvic 7.7% 61.5% 30.8% 100.0%Grande 20.0% 80.0% 100.0%B&B 25.0% 75.0% 100.0%Vayodha 100.0

% 100.0%

Alka 100.0%

100.0%

Civil 100.0%

100.0%

Om 100.0%

100.0%

Total 2.2% 18.0% 44.9% 34.8% 100.0%Table 11: Cross Tabulation between family monthly salary and most preferred hospital

The survey showed that 44.9% of the respondents lie in income level 30000-45000 where as 34.8% of the respondents lie in income level 45000 and above, 18% of the respondents lie in income level 15000-30000 and finally 2.2% of the respondents lie in income level less than 15000.

Null Hypothesis: (Ho)

There is no significant relationship between income of the family and hospital preference.

Alternative Hypothesis: (H1)

There is significant relationship between income of the family and hospital preference.

  Value dfAsymp. Sig.

(2-sided)Pearson Chi-Square

50.465a 27 .004

Table 12: Chi Square

Decision:

From Chi Square test, the p-value (0.004) is less than 0.05. So , we reject Ho. Hence, there is significant relationship between income of the family and preference of the hospital.

4.2.4 Is there significant relationship between price and preference of the hospital?

Null Hypothesis: (Ho)

There is no significant relationship between price of the hospital and hospital preference.

Alternative Hypothesis: (H1)

There is significant relationship between price of the hospital and hospital preference.

Sum of Squares df

Mean Square F Sig.

Between Groups

22.046 9 2.450 4.890 .000

Within Groups

39.572 79 .501

Total 61.618 88 Table 13:ANNOVA TABLE

Decision

From the ANOVA table, the p-value is 0 which is less than 0.05 so we reject Ho. Hence, there is a significant relationship between price and preference of the hospital.

4.2.5 Is there any significant relationship between level of the income and healthy environment?

Table 11: Tabulation between level of the income and healthy environment

Null Hypothesis: (Ho)

There is no significant relationship between level of the income and healthy environment

Alternative Hypothesis: (H1)

There is significant relationship between level of the income and healthy environment

Sum of Square

s df

Mean Squar

e F Sig.Between Groups

13.020 3 4.340 3.529 .018

Within Groups

121.737

99 1.230

Total 134.757

102

Table 14 : ANOVA Table between level of the income and healthy environment

Decision

From ANOVA table, the p-value is 0.018 which is less than 0.05 so we reject Ho. This means there is significant relationship between level of income and healthy environment.

CHAPTER 5

SUMMARY AND CONCLUSIONSFrom this study, we can conclude different things regarding customer satisfaction of health institution and the criteria that guides them to visit the most preferred hospital for medical treatment.

5.1 Summary of findingsFrom the research study on “Hospital Preference by the customers in Kathmandu”, I have found out answers to my different questions. By analyzing

the data collected from the 103, customers of hospital for their medical treatment, following facts are drawn.

There is significant relationship between the gender and the preference of hospital. That means for the male and female visitors of the hospital, there is effect on the choice of the hospital.

There is no significant relationship between occupation and preference of hospital. It can interpret that the occupation of people doesn’t help in choosing the hospital.

There is significant relationship between monthly salary of the family and preference of the hospital which means that there is affiliation between the incomes they generate with the visit that they make in their respective hospital.

There is significant relationship between price of the hospital and preference of the hospital which means that preference of the hospital is governed by the price that customer pay towards their treatment.

There is significant relationship between different level of income and healthy environment of the hospital.

5.2. ConclusionFrom this study, we can conclude many things regarding the customer’s preference of different hospitals. Now a day’s people are being very aware to their health and they want health facilities in a level that cures their health problem. We know that the medical institutions are sky rocketing business in Nepalese context.

We also came to conclusion that occupation doesn’t have any impact on hospital preference while gender, monthly salary, price and level of income have impact on hospital preference by different customers. Finally , it was found that most of

people preferred Bir Hospital followed by Norvic Hospial and finally Teaching Hospital.

ACE INSTITUTE OF MANAGEMENT

Hospital Satisfaction Survey of people in Kathmandu

Dear All,

I, student of Master of Business Administration in Ace Institute of Management is conducting research on above topic. This is a survey done to find hospital preference by people in Kathmandu. It is being done as a part of course curriculum. Please kindly participate in this survey and help me to complete this questionnaire.

Yours sincerely,

Sushil Manandhar

MBA – Trim IV

Please tick () for each criteria group

Gender Age Occupation Education Level Resident of Kathmandu?1 –Yes 0-No

1.Male2.Female

1. 15-30 2. 30-453. 45-604. 60+

1.Service2.Business3.Freelancher4.Agriculture

1. SLC and Below2. +23. Bachelor4. Masters

What is income of your family per month?1. Less than 15,000 2. 15000 – 300002. 30000-45000 4. 45000 and above

1. Which hospitals you have visited till now? (You can select more than one)

S.N Name 1-Yes0-No

S.N Name 1-Yes0-No

1. Bir 6. B & B2. Teaching 7. Vayodha3. Patan 8. Alka4. Norvic 9. Civil5. Om 10. Grande11. Others

(specify)

2. Which is your most preferred hospital for you to visit?

Preference 1 2 3 4 5 6 7 8 9 10Hospital Bir Teaching Patan Norvic Om B&B Vayodha Alka Civil GrandeOthersPlease Specify

3. Rank the hospitals according to your preference. (1- Highest 5 - Least)

S.N Hospital Rank1 Bir2 Teaching3 Patan4 Norvic5 Om

4. What are the reasons for you to visit the above mentioned hospital?

S. Reason 1-Yes

N 0-No1 Affordable Price2 Near distance3 Customer Care4 Well known doctors5 Parking facilities6 Others ( Specify)

5. For your most preferred hospital, rate according to following factors.

S.N

Factors Strongly Disagree

Disagree Neutral

Agree Strongly Agree

1 2 3 4 51 I am satisfied with treatment2 I am satisfied with the price3 I am satisfied with the system and

management4 I am satisfied with healthy

environment5 I am satisfied with beds and rooms of

hospital

THANK YOU