SUMMER TRANING PROJECT REPORT

ON

Satisfaction of customer with services of Apollo

Submitted toJiwaji University Gwalior For the partial fulfillment of the award of Master of Business Administration (2012-2014) Submitted byVarun Gupta

PRESTIGE INSTITUTE OF MANAGEMENT, GWALIOR (M.P)

Airport Road, Near Deen Dayal Nagar, Gwalior-474020 Email: info@prestigegwl.org;

DECLARATION
This is declare that the project Report entitled Satisfaction of customer with

services of ApolloGwalior has been accomplished by Varun Gupta and being

submitted partial fulfillment of requirement for the award of the degree of Master of Business Administration from Prestige Institute of Management, Gwalior affiliates to Jiwaji University, Gwalior. This work has not been submitted by us anywhere else for the award of any degree or diploma. All sources of information and help have been mentioned and acknowledged.

Date: Place:-Gwalior

Varun gupta M.B.A.2ndsem. Roll-No- 58

CERTIFICATE

This is to certify that Varun Gupta students of MBA 2ND semester, Prestige Institute of Management have successfully completed her project report entitled Satisfaction of customer with services of Apollo For the partial fulfillment of requirement for the award of the degree of Master of Business Administration. He had made her report under my guidance and supervision with utmost sincerity & loyalty.

Signature.............

(Faculty Guide)
PROF. SHILPA SALKPAL

ACKNOWLEDGEMENT

We are extremely grateful and remain indebted to our guide Mr. Kamal Modi
(Operations Manager at Apollo Clinic) and Mrs. Monika Chaturvedi for giving

me opportunity to work under his guidance on project report on Satisfaction of customer with services of Apollo. I am grateful to him for giving me the valuable time & suggestion in the execution of project work.

Varun gupta M.B.A. 2nd Sem.

TABLE OF CONTENT

History of the organization. Objective of Apollo clinic Organizational Structure (Apollo clinic) About Apollo group Patent Care Industry profile Ancient Asia Infrastructure Electrical About Apollo clinic Information Apollo group brands Corporate social responsibility Apollo Hospital in India

INTRODUCTION
OBJECTIVE ELEMENTS BASIC NEEDS OF CUSTOMER

LITERATURE REVIEW
Suggestion Data collection

CONCLUSION
References Annexure Questionnaires

INTRODUCTION
I am very happy that I have been doing this project in Apollo clinic in Gwalior, this is a project done on topic Satisfaction of customer with services of Apollo

HISTORY OF THE ORGANIZATION

Apollo Health and Lifestyle Limited (AHLL), a wholly owned subsidiary of the Apollo Hospitals Group, is headquartered in Hyderabad. It was founded in 2002 with the aim to bring healthcare of international standards within the reach of every individual. To achieve this, AHLL, is establishing a standardized large network of The Apollo Clinics across the country with over 90 clinics operational all over India. As a part of the Apollo group's objective to expand its operations, a number of similar clinics will be set up overseas as well.

The Apollo Group is uniquely positioned to continue to be the largest corporate player in the healthcare sector in South Asia.

The Apollo Clinic addresses the day-to-day healthcare needs of families, community, corporate houses and society and aim to turn first port of call for any healthcare needs. The clinic offers a complete range of services like - Consultation with specialists, the state of the art medical equipment to ensure accurate diagnostic reports, Well-stocked 24hour pharmacy. The ambience and environment of the clinics is non - hospital to make the experience soother. All this with the experience, expertise, skills, warmth and care unique only to the Apollo Hospitals make a visit to The Apollo Clinics a truly satisfying experience.

OBJECTIVES OF APOLLO CLINIC

Each of the Apollo Clinics is committed to provide consistently superior quality health care services to address the day-to-day health care needs of the family. To maximize convenience and comfort, The Apollo Clinic is an integrated model and offers facilities for Specialist Consultation, Diagnostics, Preventive Health Checks and 24-hour Pharmacy, all under one roof. The Clinic also pioneers in a range of value added services such as counseling on various lifestyle parameters. The Apollo Clinic is your new neighborhood clinic.

Not only is it complete healthcare under one roof, The Apollo Clinic also plays a role in empowering customers with adequate knowledge regarding their health. The Apollo Clinic organizes camps and talks in order to achieve this.

ORGANIZATIONAL STRUCTURE (THE APOLLO CLINIC)

Director

Center Manager

Marketing Manager

Admin.Manager

Operation Manager

PRO (PUBLIC RELATION MANAGER)

ACCOUNTANT HOUSEKEEPING NURSING STAFF

DOCTORS LAB STAFF CUSTOMER CARE

STAFF SALES EXECUTIVE STAFF SECURITY & MAINTENANCE RADIOLOGY

DENTAL UNIT PHARMACY

ABOUT APOLLO GROUP

A venture that started & Nurtured by Dr. Prathap C Reddy, the founder Chairman of Apollo Group, until the point of inflection happened in 1983. A young man succumbing to an ailing hear It was what it took to ignite Dr. Reddy's vision into a reality - a vision where quality healthcare was given, where the pursuit of clinical excellence was daily endeavor, India a hub in the medical tourism map and where the Apollo family touches and enriches lives every minute, every day.

Today, with over 8500 beds across 50 hospitals, and a significant presence at every touch-point of the medical value chain, Apollo Hospitals is one of Asias largest healthcare groups. Commenced as a 150 bed hospital, today the group has grown exponentially both in India and overseas. Its growth is often said to be synonymous with India emerging as a major hub in global healthcare.

Apollo Group is driven by a single thrust, to provide the best standards of patient care. It is this passion that has lead to the development of unique centers of excellence across medical disciplines, within the Apollo Hospitals network. Apollo Hospitals has JCI accreditations for 7 of its hospitals, the largest by any hospital group in the region.

True to its founding principles, the group has made quality healthcare accessible to the people of India, and even overseas. It has become an institution of trust, and a beacon of hope to so many searching for a cure for their ailments.

The legacy of touching and enriching lives stems from the pillars of the Apollo philosophy - experience, excellence, expertise and research. We pride ourselves for

constantly being on the cutting edge, and going the extra mile to stay relevant and revolutionary.

The Apollo Group is the pioneer of integrated healthcare delivery in India. This vision led the group to earmark time and resources to strengthen each vital cog in the process of healthcare delivery. As a result of these efforts, the group today is in a unique position to exponentially increase its healthcare cover. This will be critical in order to meet future requirements.

Apollo Group, today, is an integrated healthcare organization with owned and managed hospitals, diagnostic clinics, dispensing pharmacies and consultancy services. In addition, the groups service offerings include healthcare at the patients doorstep, clinical & diagnostic services, medical business process outsourcing, third party administration services and health insurance. To enhance performance and service to customers, the company also makes available the services to support business, telemedicine services, education, training programs & research services and a host of other non-profit projects.

PATIENT CARE

Centers of Excellence Apollo Hospitals has dedicated Centers of Excellence for several key specialties and super-specialties. They are unique and state of the art facilities spread across several of the Apollo hospital locations.

Care Apollo Hospitals have consistently led game-changing developments by introducing the latest cutting-edge treatments and technology on par with the most renowned International health care providers.

International Patients

A dedicated International Patients Division takes special care of our patients from around the world. We help you every step of the way.

Request Information

Request an appointment with the doctor of your choice, online. Apollo Hospitals is always looking to make things easier for you.

Pay Online

Pay from the convenience of your home. Apollo Hospitals gives you the option to pay online.

Give your feedback

We place great importance to your feedback and suggestions. Therefore, we would like to hear about your experience at Apollo Hospitals and understand if we met your expectations.

Value Added Services

We strive to constantly meet all your health care requirements. Here is a collection of unique value added services that we offer to you. We hope they prove beneficial to you!

INDUSTRY PROFILE

A hospital is an institute for healthcare providing care treatment by specialized staff and equipment and often but not always providing for longer term patient stays. Today, hospitals are usually funded by the state, health organizations including direct charitable donations. In history, however, they were often founded and funded by religious orders or charitable individuals and leaders. Similarly, modern-day hospitals are largely staffed by professional physicians, surgeons and nurses, whereas in history, this work was usually done by the founding religious orders or by volunteers.

Ancient Asia
The Sinhalese (Sri Lankan) are perhaps responsible for introducing the concept of dedicated hospitals to the world. According to the Mahavamsa the ancient chronicle of Sinhalese royalty written in the 6th century A.D., King Pandukabhaya (4th century BC) had lying homes and hospitals (Sivikasotthi-Sala) built in various parts of the country. This is the earliest documentary evidence we have of institutions specifically dedicated to the care of the sick anywhere in the world.Mihintale Hospital is perhaps the oldest in the world. Institutions created specifically to care for the ill also appeared early in India. King Atoka is said to have founded at least 18 hospitals ca. 230 BC, with physicians and nursing staff, the expense being borne by the royal treasury. However, there are historians who strictly dispute the claim that Ashoka built any hospitals at all, and argue that it is based on a mistranslation, with references to 'rest houses' being mistaken for hospitals. The error is thought to have occurred because similar edicts and records talk of Ashoka importing medicinal supplies.

Infrastructure
The surgical, special procedures, radiological, intensive care unit, and patient rooms typically have medical gases, emergency and normal electrical power; and heating, air conditioning and ventilation systems.

Electrical
The reliability of the electrical power systems that serve a hospital is important. In order to provide higher electrical reliability, the National Institutes of Health, NIH, requires

that all secondary substations> 500 kVA at their Bethesda, MD campus be the spot network type. The spot network substations cost more than other arrangements.

Information
Pneumatic tube conveying systems are often used to move the actual paper prescriptions for medicines to the Pharmacies, and to move medicines, especially intra-venous, IV,

bags to the patient care rooms. Tissue sample scan be sent to the Laboratory. Medical notes can be transcribed, printed, and then transported via a Pneumatic Tube Conveying system. As measured by the weight of the item be transferred, the 15 cm (6) diameter tube systems have about 225% of the lifting and moving capacity of a 10 cm (4) system. When the seals are new, the 10 cm tube carriers will move a 1 kg (2+ pounds) IV bag. But when the seals on the tube carriers are worn, the tubes can stop moving in the piping, and require a trained technician to recover the tube carrier.

APOLLO GROUP BRANDS:-

Apollo Clinics Apollo Telemedicine Networking Foundation & Apollo TeleHealth Services Apollo Munich Health Insurance Apollo Health street Med Varsity Apollo Hospitals Education & Research Foundation Apollo Pharmacy The Cradle Apollo Life

CORPORATE SOCIAL RESPONSIBILITY

Our mission is to touch a billion lives. We strive to reach out to people from every walk of life and do our bit to help them stay healthy. Apart from the major social initiatives and programmers that Apollo hospital has initiated, every individual hospital in the group does its bit for the community it serves. Every member of the Apollo family is committed to provide care and solace to the people in their location and in this section, we are proud to present the various community service events that take place in our hospitals

"Save" India campaign, Apollo hospitals,

Apollo launched its "SAVE" India Campaign. This is a comprehensive vascular screening programmed to increase awareness about the ailments of stroke, aneurysm and vascular disease, evaluation to prevent disability or death due to stroke, aneurysm rupture or leg ulcers or gangrene.

Plant a tree this monsoon" Campaign, Apollo Hospitals

In an endeavor to spread awareness about eco-friendly environment and to emphasize the importance of clean and green surroundings, on the occasion of the 15th Anniversary, Apollo Hospitals, New Delhi in support with the Green Leap Delhi Campaign planted 500 plants / saplings at the hospital on 27th July 2011 with Senior Team of the Apollo Hospital Management. This plantation drive was not about planting trees, but also aimed to bring people together and motivate the community to take necessary possible steps towards a healthy environment.

ABOUT APOLLO CLINIC

The Apollo Clinic Gwalior represents a philosophy of health care that emphasizes active partnerships between neighborhood community and our doctors. We believe working with people to keep them healthy is as important as making them well. We value prevention as a key component of comprehensive care - reducing the risks of illness and helping to treat small problems before they can become more severe.

The Apollo Clinic Gwalior provides a range of services to meet all your day-to-day healthcare needs: Specialist and Super-Specialist Consultations

We have a panel of Specialties that include Internal Medicine, Gynecology, Pediatrics, Cardiology, Urology, Orthopedics, Neurology, Dermatology, Gastroenterology, Dentistry, Oncology, Endocrinology, ENT, Paleontology, and many others. Apollo Preventive Health Checks

Good health is a body in harmony. Good health, however, cannot be taken for granted. It can be easily lost through undetected disease and unhealthy lifestyles. Our ranges of Preventive Health Checks are comprehensive and designed by expert panel of Apollo doctors. Over five lakh people have already discovered the benefits of Apollo Preventive Health Checks across the country.

DIAGNOSTIC SERVICES

The Apollo Clinic Gwalior offers a comprehensive range of basic and advanced diagnostic services backed with our years of experience in advancement in medical technology and truly world-class equipment be it something as simple as the imported weighing machine or the advanced auto-analyzer in laboratory.

DENTAL CLINIC Our experienced panel of dentists use highly advanced and latest dental equipment to serve all your dental needs.

CORPORATE SERVICES The Apollo Clinic Gwalior provides a range of customized healthcare services tailored specifically to the needs of each individual company.

APOLLO CLINIC PHARMACY The Pharmacy at our clinic is well-stocked and offers a free (limited areas) home delivery service for ultimate customer convenience and comfort.

HOSPITALS IN INDIA

Ahmadabad Bangalore Hyderabad Kolkata Aragonda Bhubaneswar Bilaspur Kakinada Karur Lavasa Madurai Mysore
Vishakhapatnam

 Name of the CEO Md etc Dr. Prathap C Reddy Chairman, Apollo Hospitals Group Dr. Preetha Reddy Managing Director, Apollo Hospitals Enterprise Limited Ms. Suneeta Reddy Joint Managing Director, Apollo Hospitals Group Ms. Sangita Reddy Executive Director - Operations, Apollo Hospitals Groups Ms. Shobana Kamineni Executive Director - New Initiatives, Apollo Hospitals Enterprise Limited

Introduction:

Customer satisfaction research in a manner expanding upon more general treatises. Whereas the field has been studied from many perspectives, the most common appearing in the areas of customer satisfaction surveys and customer satisfaction strategy, an alternative approach will be proposed. Most typically, works on customer satisfaction survey measurement take the form of how to form scales and summarize results, and those on customer satisfaction strategy take the form of how to generate satisfied customers and alleviate dissatisfaction. While these are worthy endeavors, it remains that little in-depth analysis has been performed on conceptually-based managerially actionable strategies within the satisfaction response. Patient satisfaction survey is a process of determining the level of current services offered and identifying opportunities for business. The study could cover all hospitals / clinics and a performance measure could be determined. Everyone is a customer. Each person involved in a work process is at one time a customer of someone and a supplier to someone else. For example, when conducting video fluoroscopy to complete a swallowing study, you are a customer of the equipment manufacturer and the radiologist technologist, and a supplier to the patient/family and the patients physician. Customer satisfaction, then, is achieved by managing these sequential relationships while providing high quality care. Satisfaction is an ill-defined concept which has been measured in many different ways. Generally recognized as multidimensional in nature, there is no consensus on which domains should be included or which are less important. Patients' satisfaction is sometimes treated as an outcome measure, i.e., satisfaction with health status following treatment, and sometimes as a process measure, i.e., satisfaction with the way in which care was delivered. Satisfaction ratings reflect three variables:

OBJECTIVES: To assess the consumer satisfaction regarding the services provided in our outpatient department in terms of clinical care, availability of services, waiting time, and cost.

Key elements ofcustomers'satisfaction/dissatisfaction:

1. Expectations: The customers come to private clinics with high expectation of satisfaction because they pay more than the meager fees of govt. hospitals which are notorious for apathy. They naturally develop expectations about high quality service in the private sector. These expectations are carried forward and again reinforced at the time of visit by the patients.

2. Performance: During the usage of services, the customer experiences the actual quality and perceives its performance and therefore their feedback is very important to us.

3. Comparison: Customers compare their experience after usage with pre-usage expectations.

4. Confirmation/Disconfirmation: Comparison of expectations with actual performance results in satisfaction or dissatisfaction.

5. Discrepancy: If the performance levels are not equal, it will end up in discrepancy.

BASIC NEEDS OF CUSTOMERS

Research in the field of clinical psychology has identified 10 basic needs that motivate customers and influence their actions: 1. Customers need to feel in control. 2. Customers need to feel that their actions are directed towards their goals. 3. Customers like to feel good about them and want to interact with those who can help them accomplish this. 4. Customers want to be treated fairly and appropriately. 5. Customers want their suppliers to be friendly and warm, which engenders trust and confidence. 6. Customers want to know what is happening and why. 7. Customers want to feel safe and secure. 8. Customers like the approval of others. 9. Customers want to feel important, recognized, and appreciated. 10. Customers need a sense of belonging; they like to identify with organizations. These basic needs help us to understand the psychodynamics of behavior. Thus, their acknowledgment forms the foundation of customer service.

LITERATURE REVIEW

Mayer David M. Earhart Markg. & Schneider Benjamin (2009). In their research paper services attribute boundary condition of the services climate customer satisfaction link stated that a services climate is likely to m be most important when then services being delivered is truly pure services One requiring high degree of services intangibility, & requiring services employee to work interdependently.

C.Boshoff & b. Gray (2004) in their research paper the relationship between services quality customer satisfaction& buying intentions in the Apollo clinic that perceptions of loyalty can also be enhanced by ensuring satisfaction with transaction, specific dimensions of the services rendered. The customers evaluate the physical environment (tangible) positively; the more likely they are to remain loyal. Satisfaction with the staff is the strongest predictor of cumulative satisfaction & that some part variation in the dependent variable (loyalty).

Jung Minsoo, Lee Keon-Hyung & choi Mankyu (2009) in their research paper Perceived Services Quality among outpatients visiting hospitals & clinic & their willingness to Re-utilize the some medical institutions state that the determining factor general satisfaction with medical services are as follows; Medical staff, reasonability of payments, comfort & accessibility. Such result may involve increased competition in the medical market & increased demands for quality, medical services which drive the patients to visit hospital on their own on the basis of changed determining factors for satisfactions.

Omar, Nazri, Abu & Omar (2009) in their research paper perceived services quality, satisfaction & trust of a childcare centre: Implication on loyalty.explares

the relationship between satisfaction, trust & loyalty. They stated that perceived services quality is positively related to parent satisfaction & trust & in turn satisfaction is the most influential determinant of trust & explains that trust holds a pre-eminent role in the formation of loyalty. They also stated that satisfaction has no direct impact on loyalty. Research by centre for the study of social policy (2007) on customer satisfaction enlighten about the importance of customer satisfaction & services quality & research identifies that services quality is so important for customers.

Cho Chul-Ho , Kim Buying ll & Hyun jae-hoon (2010) in their research paper A comparative analysis of the ports of incheon & Shanghai: The cognitive services quality of ports, customer satisfaction, and post behavior stated that a shift in the factors of cognitive services quality for customer satisfaction- from traditional endogenous quality to exogenous and relational quality. They introduced three dimension of port services quality in order to identify their effect on customer satisfaction, loyalty, and referral intentions.

Service quality has become an important research topic in view of its significant relationship to costs (Crosby, 1979), profitability (Buzzell and Gale, 1987; Rust and Zahorik, 1993; Zahorik and Rust, 1992), customer satisfaction (Bolton and Drew 1991; Boulding et al, 1993), customer retention (Reichheld and Sasser, 1990), and service guarantee (Kandampully and Butler, 2001). Service quality has also become recognised as a driver of corporate marketing and financial performance (Buttle, 1996).

Service quality also affects customer satisfaction. A popular definition of service quality proposed by Berry et al. (1988) is conformance to customer specificationsthat is, it is the customers definition of quality that matters, not that of management. Evans and Lindsay (1999) proposed the view that customer satisfaction results from the provision of goods and services that meet or exceed customer needs. Although it is widely acknowledged that there is a need for quality indicators of patient satisfaction with medical care, very little research in this area exists (BermanBrown and Bell, 1998).

According to Oliver (1997) Consumer Satisfaction is a judgment that a product or service feature or the product or service itself, provided (or is providing) a pleasurable level of consumption related fulfillment including levels of under or over fulfillment. Westbrook (1987) defined satisfaction as a Global evaluative judgment about product usage consumption

Che-Ha and Hashim (2007) in their research paper Brand Equity, Customer satisfaction & loyalty; Malaysian Banking Sector stated that the key to success in services marketing is brand and brands that are high in brand equity are organization powerful assets and they can lead to customer satisfaction and customer loyalty.

Pirc (2008) in his dissertation on Determinants, contexts,and measurement of customer loyalty addresses how determinants differ in their influence on customer loyalty and explains different determinants for loyalty in his dissertation.

Bedi (2010) in his study on An Integrated Framework For Services Quality, customer satisfaction and Behavioral Responses in Indian Banking Industry- A Comparison of public and private Sector Banks indicated that services quality is a significant determinants of customer satisfaction and found different dimension of services quality to be statistically significant.

Iba N~ Ez, Hartmann and Calvo (2006) in their study on Antecedents of customer loyalty in residential energy Markets: Services Quality, Satisfaction. Trust and Switching cost explained that services process quality is a satisfying or motivating factors, given its potential to enhance residential customer satisfaction and indicate that significant effects only of services process quality on satisfaction and, indirectly, on customers loyalty. They suggested that to enhance

customer satisfaction it is necessary to concentrate on services process quality. They also showed the dependence of the loyalty much on trust and switching cost as on customer satisfaction. They argued that customer satisfaction is necessary, but not sufficient to predict customer loyalty.

Hernon, Nitecki and Altman (1999) in their study on services Quality and customer satisfaction: An Assessment and Future Directions showed the importance of analysis of services quality and customer satisfaction and explain the importance of Services quality which is to be understood. They explained the linkage of services quality and customer satisfaction and showed that satisfied and delighted customer fosters customer loyalty.

Quyang (2010) in his research journal Relationship between the Financial Consultants Services Quality and Customer Trust after financial tsunami explains that the services quality and the customer satisfaction did not have a diect effect on customer loyalty; they did have an indirect influence on customer loyalty via the trust relations and the customer degree of satisfaction. Grewal, Chandrashekaran and Citrin (2010) in their study on customer satisfaction Heterogeneity and Shareholder Value stated that services quality and advertising affect not only the level of the customer satisfaction but also the heterogeneity in customer satisfaction. They found that at the bottom line, services quality and advertising have dual effects on customer satisfaction level and heterogeneity. Consequently, it is important for academics and managers to recognize not only that firm tactics and strategies effects customer judgments, such as satisfaction, but also the heterogeneity in this market place asset.

SUGGESTIONS

In Apollo hospital there is a shortage of a staff so that we have to increase the staff of Apollo. In Apollo hospital way have to wait so much time for getting any report so for that we have to change the process of getting report so that we are available to get the report in a limited period of time. So if there is any major operation in Apollo they shifted patent from one place to another. So we have to open the ICU in Apollo so the patient are not shifted to another place.

DATA COLLECTION

Q-1 Are you concern about going to same hospital? Yes/No.

MALE
0% 0%

NO 30%

YES 70%

FEMALE
0% 0%

NO 41% YES 59%

Interpretation This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if they were concerned about going to the same hospital for multiple needs. 70% percent of males said yes and 30% percent of males said no. Similarly, 59%percent of females said yes and 41% percent of females said no.

Q-2 Are you going to regular checkup? Yes /no.

MALE
0% 0%

NO 29%

YES 71%

FEMALE
0% NO 20% 0%

YES 80%

Interpretation This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if they were concerned about going to regular checkup. 71% percent of males said yes and 29% percent of males said no. Similarly, 80% percent of females said yes and 20% percent of females said no.

Q-3. Is the hospital providing you the best service? Yes/No.

MALE
0% 0%

YES 31%

NO 69%

FEMALE
0% 0%

NO 30%

YES 70%

Interpretation This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if the providing you the best service. 31% percent of males said yes and 69%percent of males said no. Similarly, 70% percent of females said yes and 30% percent of females said no.

Q-4. Is the hospital providing you the latest technology treatment? Yes/No.

MALE
0% 0%

NO 35%

YES 65%

FEMALE
0% 0%

NO 35%

YES 65%

Interpretation This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if they hospital providing you the latest technology treatment. 65% percent of males said yes and 35% percent of males said no. Similarly, 65% percent of females said yes and 35% percent of females said no.

Q-5 Is the hospital has reduced waiting time for out- patent? Yes/No

MALE
0% 0% NO 23%

YES 77%

FEMALE
0% 0% YES 23%

NO 77%

Interpretation This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if the hospital has reduced waiting time for out- patent. 77%

percent of males said yes and 23%percent of males said no. Similarly, 23% percent of females said yes and 77% percent of females said no.

Q-6. Is the hospital is having enough no. of medical staff to serve the patient? Yes/No.

MALE
0% NO 20% 0%

YES 80%

FEMALE
0% NO 20% 0%

YES 80%

Interpretation -

This question was asked to current patients at Apollo Clinic, Gwalior. They were asked if having enough no. of medical staff to serve the patient. 80% percent of males said yes and 20% percent of males said no. Similarly, 80% percent of females said yes and 20% percent of females said no.

Q-7. Is the hospital charging more money for treatment in comparison to other hospital? Yes/No.

MALE
0% NO 23% 0%

YES 77%

FEMALE
0% 0%

NO 50%

YES 50%

Interpretation This question was asked to current patients at Apollo Clinic, Gwalior. They were asked the hospital charging more money for treatment in comparison to other hospital. 77% percent of males said yes and 23% percent of males said no. Similarly, 50% percent of females said yes and 50% percent of females said no.

Q-8. Is the hospital having enough no.. Of doctors to treat the patient? Yes/No.

MALE
0% 0%

NO 50%

YES 50%

FEMALE
0% 0%

NO 50%

YES 50%

Interpretation This question was asked to current patients at Apollo Clinic, Gwalior. They were asked the hospital having enough no. Of doctors to treat the patient. 50% percent of males said yes and 50% percent of males said no. Similarly, 50% percent of females said yes and 50% percent of females said no.

Q-9. Is the hospital enough no. of rooms for the patient? Yes/No.

MALE
0% NO 10% 0%

YES 90%

FEMALE
0% 0%

NO 30%

YES 70%

Interpretation This question was asked to current patients at Apollo Clinic, Gwalior. They were asked the hospital enough no. of rooms for the patient. 90% percent of males said yes and 10%percent of males said no. Similarly, 70% percent of females said yes and 30% percent of females said no.

Q-10. Does the hospital have enough medicines available? Yes/No.

MALE
0% 0%

NO 35%

YES 65%

FEMALE

Interpretation This question was asked to current patients at Apollo Clinic, Gwalior. They were asked the hospital have enough medicines available. 65%percent of males said yes and 35% percent of males said no. Similarly, 95% percent of females said yes and 5% percent of females said no.

CONCLUSION
Self designed questionnaires were developed for evaluating perceived services quality corporate image, customer satisfaction & customer loyalty.

According to the consumer's opinion, the study showed good results with respect to availability and clinical care. Recommendations regarding ways to reduce the time spent in the pharmacy and the cost of investigations are required to improve consumer satisfaction. In the end it can be concluded that perceived services quality , customer satisfaction , corporate image has a significant effect on customer loyalty & genders doesnt differ in perceived services quality customer satisfaction , corporate image & customer loyalty in case of hospital . Also customers evaluate perceived services quality differently in private & public sector hospital & have different satisfaction levels in both private & public sector hospitals.

References

Bedi M. (2010). An integrated framework for services quality, customer satisfaction and behavioral response in Indian banking industrya Comparison of public and private sector banks, journal of services research, 10(1), (AprilSeptember2010) C. Boshoff and b. Gray (2004). The relationship between services quality, customer satisfaction and buying intention in the private hospital industry, 2004,35(4). Cho Chul-Ho, kim buying-IIand Hyun jae- hoon (2010). A comparative analysis of the ports of inch eon and shanghai; the cognitive services quality of ports, customer satisfaction, and post behavior, 9, September 2010,919-930. Cho J.E. and Hu H. (2009). The effect of services quality on trust and commitment varying across generations, international journal of customer studies 33 (2009) 468 -476. Grewal R., Chandrashekaram M, and Citrin A. V. (2010). Customer satisfaction Heterogeneity and shareholders value, journal of marketing research, XLVII (Agust2010), 612-626. Hernon P., Nitecki D.A. and Altman E. (1999). Services quality and customer satisfaction; an assessment and future direction, the journal of academics librarianship, 25(1), 9-17. Iba N! Ez V.A. Hartmann P. and Calvo Z. (2006). Antecedents of customer loyalty in residential energy markets; services quality, satisfaction, trust and switching cost, the services industries journal, 26(6), September, 633-650.

Jung Minsoo, Lee Keon- Hyung and Choi Mankyu (2009). Perceived services quality amongs outpatients visiting hospital and clinic and their willingness to reutilize the same medical institutions, 10.3961/jmph.2009.42.3.151. Kuusik A. (2007). Affecting customer loyalty; Do different factors have various influences in different loyalty levels? Retrieved on 08th September 2010 from http://www.mtk.ut.ee/orb.aw/class=file/action=preview/id=302137/febawb58.pdf Mayer David M., Ehrhart Mark G.and Schneider Benjamin (2009). Services attribute boundary condition of the services climate-customer satisfaction link, 5, 1034-1050

Heskett, J.L., Sasser, W.E. Jr and Schlesinger, L.A. (1997), The Service Profit Chain,Free Press, New York, NY.
Omar Nor Asiah, Nazri Muhamad Azrin, Abu Nor Khalidah Omar Zoharah (2009). Parents Perceived services quality. Satisfaction and trust of a childcare centre: implication on loyalty, international Review of business research paper, 5(5), September, 299-314.

Ahire, S.L., Golhar, D.Y. and Waller, M.A., (1996). Development and validation of TQM Implementation constructs. Decision Sciences, Vol. 27, 23-56

Berman-Brown, R. & Bell, L. (1998). Patient-centred audit: A users quality model. Managing Service Quality, 8 (2), 88-96

Ouyang Yehui (2010). A relationship between the financial consultants services quality and customer trust after financial tsunami, international research journal of finance and economics ISSIN 1450-2887 Issue 36.

ANNEXURES

QUESTIONNAIRES
I am student of prestige institute of management Gwalior undergoing research on topic Satisfaction of customer with services of Apollo part of MBA course. You are required to response to the question given below. This information is so collected will be used for academic purpose only:

1. Are you concern about going to same hospital? Yes/ no

2 . A r e yo u g o i n g t o r e g u l a r c h e c k u p ? Yes/ no. if yes, specify the name

3. If yes to question 2. How many times a year?

4. Is the hospital providing you the best service? Yes/ no

5. Is the hospital providing you the latest technology treatment? Yes/ no

6. Is the hospital has reduce waiting time for out-patient? Yes/ no

7. Is the hospital is having enough no. Of. Medical staff to serve the patient? Yes/ no

8. Is this hospital charging more money for treatment in comparison to other hospitals? Yes/ no

9. Is the hospital having enough no. Of doctors to treat the patient? Yes/ no

10. Is the hospital enough no. Of rooms for the patient? Yes/ no

11. Does the hospital have enough medicines available? Yes /no

12. When did you last visit Apollo clinic? a. 0 to 6 month. b. More than six month ago.

NAME: - .. GENDER: - . AGE: - .. OCCUPATION:-.

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