assesment of vally clinic
TRANSCRIPT
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SIR LAEEQ HASSAN JASWAL
Group Members:
Hammad Hussain FA09-MBA-053
Adeel Anjum FA09-MBA-
Noor Alam FA09-MBA-
Fa09-MBA-
COMSATS Institute
Of Information Technology ISLAMABAD
SERVICE MARKETING
Submitted To:
Submitted By:
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AN ANALYSIS OF SERVICES
OF HOSPITALS
MARYAM MEMORIAL HOSPITAL
Physical evidence
This hospital is situated in Westrage on Mall road. Its a prime location for a private hospital. Talking
about the physical evidence, it is giving quite a nice impression. It has a fine four storied building with a
basement. There was a lift for the patients and their attendant for easy movements. The staff was
properly dressed up. The rooms, corridors, reception desks and whole of the environment were really
clean. The Emergency of The hospital seems to be equipped with appropriate devices and instruments.
Although it is a hospital but there was a soothing fragrance creating pleasant feeling for attendants. The
only flaw in the physical evidence is its parking lots. The parking lots were not sufficient according to the
extent of flow of clients. Otherwise the hospital was providing every possible facility includingdiagnostics. There is a proper operation theater, tough we were not able to go inside the theater but
was neat in appearance and was visually appealing from outside. There was a proper pharmacy in the
hospital. Highly qualified doctors were providing there consultancy. Most of them were retired or
serving army doctors. CCTV cameras were installed for the monetary purpose. There was a caf at the
top floor designed according to the needs of the clients of hospital. Moreover there was an attendant on
duty on each floor to guide the people. Two security guards were performing their duty at the front of
the hospital. An ambulance was parked near the entrance of the hospital. Although it was just a Suzuki
van transformed into an ambulance.
Experience on survey
We entered the hospital area and moved the bike towards the parking area of cars, the moment we
stopped the bike the security guard shouted at us to ask us to park the bike in the bike`s parking area.
The guard`s attitude was not much courteous. However after parking the bike we entered the hospital,
there was a well designed reception desk with three windows in it. Along with the reception desk there
was an emergency department. We had a look of the emergency department and moved to the
corridor. There were rooms of different highly qualified doctors on the first floor who sit there to
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provide their consultancy. The tiled floor was really clean. Seats were there besides the doors of the
rooms for the people waiting for their turn. We get seated there and made some snaps. Then we told
about our purpose of coming to the hospital to the people sitting there and asked them to fill the
questionnaire. The questionnaires were difficult to understand for many of the people sitting there, so
we personally interviewed the people and filled the questionnaires. Especially the second part of
questionnaire even became difficult for us to convey to others. However after filling some of the
questionnaire we went out of the hospital and have some more snaps with the security guard in front of
the building of hospital.
After wards we went to the second floor. On the second floor there was an operation theater on one
side and rest of the area was again covered with the rooms of different doctors and seats for the people
waiting for their turn. We get some more questionnaires filled there. After some time we realized that it
is time for the for midrib prayers, so we went to the prayer area in the basement of the hospital. The
prayer area was does not seem to be the part of the hospital. It was the least maintained part of the
hospital. But it is case in almost every service industry of our society including our university. However
that prayer area was better than the prayer area of our university.
Then we visited the third and fourth floor. There were rooms for patients who are admitted on the third
floor. Though we were curious to make some questionnaire filled by the attendants of patients but were
to do so. On the fourth there was caf according to the need of hospital. When we came back to the
third floor, a lady was distribution sweets as a celebration of a born baby. We had some of the sweets
and congratulated her. Then we went to the Vally clinic.
Analysis of questionnaire
Frequency Table
Tangibility: Appropriate equipment
Frequency Percent Percent Cumulative Percent
partially disagree 3 12.0 12.0 12.0
Neutral 8 32.0 32.0 44.0
partially agree 9 36.0 36.0 80.0
Agree 3 12.0 12.0
strongly agree 2 8.0 8.0 100.0
Total 25 100.0 100.0
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Tangibility: Physical Facilities visually appealing
Frequency Percent Percent Cumulative Percent
partially disagree 6 24.0 24.0 24.0
Neutral 5 20.0 20.0 44.0
partially agree 5 20.0 20.0 64.0
Agree 8 32.0 32.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
Tangibility: staff are neat appearance
Frequency Percent Percent Cumulative Percent
partially disagree 2 8.0 8.0 8.0
Neutral 5 20.0 20.0 28.0
partially agree 7 28.0 28.0 56.0
Agree 8 32.0 32.0
strongly agree 3 12.0 12.0 100.0
Total 25 100.0 100.0
Tangibility: Material related are visually appealing
Frequency Percent Percent Cumulative Percent
strongly disagree 1 4.0 4.0 4.0
partially disagree 5 20.0 20.0 24.0
partially agree 7 28.0 28.0 52.0
Agree 10 40.0 40.0
strongly agree 2 8.0 8.0 100.0
Total 25 100.0 100.0
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Reliability: keep promises
Frequency Percent Percent Cumulative Percent
partially disagree 2 8.0 8.0 8.0
Neutral 6 24.0 24.0 32.0
partially agree 8 32.0 32.0 64.0
Agree 2 8.0 8.0
strongly agree 7 28.0 28.0 100.0
Total 25 100.0 100.0
Reliability: Hospital shows Sincere interest in solving problems
Frequency Percent Percent Cumulative Percent
partially disagree 2 8.0 8.0 8.0
Neutral 4 16.0 16.0 24.0
partially agree 11 44.0 44.0 68.0
Agree 8 32.0 32.0 1
Total 25 100.0 100.0
Reliability: Get Things right 1st time
Frequency Percent Percent Cumulative Percent
Disagree 1 4.0 4.0 4.0
partially disagree 3 12.0 12.0 16.0
Neutral 4 16.0 16.0 32.0
partially agree 8 32.0 32.0 64.0
Agree 8 32.0 32.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
Reliability: Delivers on time
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Frequency Percent Percent Cumulative PercentDisagree 3 12.0 12.0 12.0
Neutral 6 24.0 24.0 36.0
partially agree 7 28.0 28.0 64.0
Agree 8 32.0 32.0 96.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
Reliability: Error free records
Frequency Percent Percent Cumulative Percent
Disagree 1 4.0 4.0 4.0
partially disagree 3 12.0 12.0 16.0
Neutral 1 4.0 4.0 20.0
partially agree 10 40.0 40.0 60.0
Agree 6 24.0 24.0
strongly agree 4 16.0 16.0 100.0
Total 25 100.0 100.0
Responsiveness: Information about time of delivery
Frequency Percent Percent Cumulative Percent
Disagree 1 4.0 4.0 4.0
partially disagree 4 16.0 16.0 20.0
Neutral 7 28.0 28.0 48.0
partially agree 8 32.0 32.0 80.0
Agree 5 20.0 20.0 1
Total 25 100.0 100.0
Responsiveness: prompt services
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Frequency Percent Percent Cumulative Percentstrongly disagree 1 4.0 4.0 4.0
Neutral 8 32.0 32.0 36.0
partially agree 5 20.0 20.0 56.0
Agree 8 32.0 32.0
strongly agree 3 12.0 12.0 100.0
Total 25 100.0 100.0
Responsiveness: Willing to help
Frequency Percent Percent Cumulative Percent
partially disagree 5 20.0 20.0 20.0
Neutral 4 16.0 16.0 36.0
partially agree 9 36.0 36.0 72.0
Agree 5 20.0 20.0
strongly agree 2 8.0 8.0 100.0
Total 25 100.0 100.0
Responsiveness: Quick response
Frequency Percent Percent Cumulative Percent
partially disagree 1 4.0 4.0 4.0
partially agree 13 52.0 52.0 56.0
Agree 6 24.0 24.0
strongly agree 5 20.0 20.0 100.0
Total 25 100.0 100.0
Assurance: Show confidence in client
Frequency Percent Percent Cumulative Percent
partially disagree 5 20.0 20.0 20.0
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Neutral 4 16.0 16.0 36.0
partially agree 8 32.0 32.0 68.0
Agree 7 28.0 28.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
Assurance: Sense of Security
Frequency Percent Percent Cumulative Percent
partially disagree 1 4.0 4.0 4.0
Neutral 3 12.0 12.0 16.0
partially agree 11 44.0 44.0 60.0
Agree 10 40.0 40.0 10
Total 25 100.0 100.0
Assurance: Courteous Behavior
Frequency Percent Percent Cumulative Percent
Disagree 2 8.0 8.0 8.0
partially disagree 1 4.0 4.0 12.0
Neutral 5 20.0 20.0 32.0
partially agree 8 32.0 32.0 64.0
Agree 6 24.0 24.0
strongly agree 3 12.0 12.0 100.0
Total 25 100.0 100.0
Assurance: Informed Staff
Frequency Percent Percent Cumulative Percent
partially disagree 5 20.0 20.0 20.0
Neutral 1 4.0 4.0 24.0
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partially agree 7 28.0 28.0 52.0
Agree 8 32.0 32.0
strongly agree 4 16.0 16.0 100.0
Total 25 100.0 100.0
Empathy: Individual Attention
Frequency Percent Percent Cumulative Percent
partially disagree 4 16.0 16.0 16.0
Neutral 4 16.0 16.0 32.0
partially agree 7 28.0 28.0 60.0
Agree 10 40.0 40.0 10
Total 25 100.0 100.0
Empathy: Convenient timing
Frequency Percent Percent Cumulative Percent
Neutral 4 16.0 16.0 16.0
partially agree 7 28.0 28.0 44.0
Agree 12 48.0 48.0 92.0
strongly agree 2 8.0 8.0 100.0
Total 25 100.0 100.0
Empathy: personal attention
Frequency Percent Percent Cumulative Percent
strongly disagree 3 12.0 12.0 12.0
Neutral 4 16.0 16.0 28.0
partially agree 12 48.0 48.0 76.0
Agree 6 24.0 24.0 1
Total 25 100.0 100.0
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Empathy: Best interest of client
Frequency Percent Percent Cumulative Percent
partially disagree 2 8.0 8.0 8.0
Neutral 2 8.0 8.0 16.0
partially agree 6 24.0 24.0 40.0
Agree 12 48.0 48.0
strongly agree 3 12.0 12.0 100.0
Total 25 100.0 100.0
Empathy: Understand specific need
Frequency Percent Percent Cumulative Percent
Disagree 5 20.0 20.0 20.0
Neutral 7 28.0 28.0 48.0
partially agree 4 16.0 16.0 64.0
Agree 3 12.0 12.0 76.0
strongly agree 6 24.0 24.0 100.0
Total 25 100.0 100.0
Importance of Tangibility for customer
Frequency Percent Percent Cumulative Percent
Important 2 8.0 8.0 8.0
Important 2 8.0 8.0 16.0
Extremely Important 4 16.0 16.0 32.0
Extremely Important 4 16.0 16.0 48.0
Extremely Important 1 4.0 4.0 52.0
Terribly Important 3 12.0 12.0 64.0
Terribly Important 2 8.0 8.0 72.0
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Terribly Important 2 8.0 8.0 80.0
Terribly Important 5 20.0 20.0 100.0
Total 25 100.0 100.0
Importance ofReliability for customer
Frequency Percent Percent Cumulative Percent
Very important 3 12.0 12.0 12.0
Very important 7 28.0 28.0 40.0
Extremely Important 6 24.0 24.0 64.0
Extremely Important 2 8.0 8.0 72.0
Extremely Important 2 8.0 8.0 80.0
Terribly Important 2 8.0 8.0 88.0
Terribly Important 1 4.0 4.0 92.0
Terribly Important 2 8.0 8.0 100.0
Total 25 100.0 100.0
Importance ofResponsiveness for customer
Frequency Percent Percent Cumulative Percent
Very important 2 8.0 8.0 8.0
Extremely Important 2 8.0 8.0 16.0
Extremely Important 2 8.0 8.0 24.0
Terribly Important 2 8.0 8.0 32.0
Terribly Important 1 4.0 4.0 36.0
Terribly Important 2 8.0 8.0 44.0
Terribly Important 7 28.0 28.0 72.0
Terribly Important 7 28.0 28.0 100.0
Total 25 100.0 100.0
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Importance of Assurance for customer
Frequency Percent Percent Cumulative Percent
Very important 5 20.0 20.0 20.0
Very important 2 8.0 8.0 28.0
Very important 1 4.0 4.0 32.0
Extremely Important 2 8.0 8.0 40.0
Extremely Important 3 12.0 12.0 52.0
Terribly Important 4 16.0 16.0 68.0
Terribly Important 2 8.0 8.0 76.0
Terribly Important 6 24.0 24.0 100.0
Total 25 100.0 100.0
Importance of Empathy for customer
Frequency Percent Percent Cumulative Percent
Very important 6 24.0 24.0 24.0
Extremely Important 2 8.0 8.0 32.0
Extremely Important 2 8.0 8.0 40.0
Extremely Important 1 4.0 4.0 44.0
Extremely Important 8 32.0 32.0 76.0
Terribly Important 2 8.0 8.0 84.0
Terribly Important 4 16.0 16.0 100.0
Total 25 100.0 100.0
Most important for customer is
Frequency Percent Percent Cumulative Percent
Tangibility 1 4.0 4.0 4.0
Reliability 8 32.0 32.0 36.0
Responsiveness 9 36.0 36.0 72.0
Assurance 2 8.0 8.0 8
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Empathy 5 20.0 20.0 100.0
Total 25 100.0 100.0
2nd most important for customer is
Frequency Percent Percent Cumulative Percent
Tangibility 4 16.0 16.0 16.0
Reliability 8 32.0 32.0 48.0
Responsiveness 7 28.0 28.0 76.0
Assurance 4 16.0 16.0 9
Empathy 2 8.0 8.0 100.0
Total 25 100.0 100.0
Least important for customer is
Frequency Percent Percent Cumulative Percent
Tangibility 7 28.0 28.0 28.0
Reliability 1 4.0 4.0 32.0
Responsiveness 5 20.0 20.0 52.0
Assurance 6 24.0 24.0 7
Empathy 6 24.0 24.0 100.0
Total 25 100.0 100.0
Conclusion drawn from questionnaire
The tool we have applied for the analysis of data of questionnaire is mean. Scale for the following questions is from
disagreement to agreement is 1-7.
Tangibility: Appropriate equipment
Mean is 4.72,
Tangibility: Physical Facilities visually appealing
Mean is 4.72
Tangibility: Staffs are neat appearance
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Mean is 5.20
Tangibility: Material related is visually appealing
Mean is 5
Reliability: keep promises
Mean is 5.24
Reliability: Hospital shows sincere interest in solving problems
Mean is 5
Reliability: Get Things right 1st time
Mean is 4.88
Reliability: Delivers on time
Mean is 4.80
Reliability: Error free records
Mean is 5.16
Responsiveness: Information about time of delivery
Mean is 4.48
Responsiveness: prompt services
Mean is 5.08
Responsiveness: Willing to help
Mean is 4.80
Responsiveness: Quick response
Mean is 5.56
Assurance: Show confidence in client
Mean is 4.80
Assurance: Sense of Security
Mean is 5.20
Assurance: Courteous Behavior
Mean is 4.96
Assurance: Informed Staff
Mean is 5.20
Empathy: Individual Attention
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Mean is 4.92
Empathy: Convenient timing
Mean is 5.48
Empathy: personal attention
Mean is 4.60
Empathy: Best interest of client
Mean is 5.48
Empathy: Understand specific need
Mean is 4.72
Conclusion
Results of questionnaire show an agreement of people on all the questions related to tangibility, reliability,
responsiveness, assurance and empathy.Tangibility: Material related is visually appealing, Tangibility: Staffs are neat
appearance, Reliability: keep promises, Reliability: Hospital shows sincere interest in solving problems, Reliability:
Error free records, Responsiveness: prompt services, Responsiveness: Quick response, Assurance: Sense of
Security and Assurance: Informed Staff of the hospital is highly ranked by the people.Responsiveness: Quick
response is the highest ranked by the people.
The following results show the average points given to:-
Importance of Tangibility for customer
Mean is 19.56
Importance ofReliability for customer
Mean is 18.16
Importance ofResponsiveness for customer
Mean is 22.52
Importance of Assurance for customer
Mean is 19.84
Importance of Empathy for customer
Mean is 19.32
Most important for customer is
Mean is 3.8. It shows that responsiveness is most important for the people
2nd most important for customer is
Mean is 2.68. It shows that reliability is 2nd most important for the people
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Least important for customer is
Mean is 3.12. It shows that assurance is least important for the people
Gaps
The biggest gap in Maryum hospital was its security. There was no proper system of security. However a
hospital does not need much security, but as there is a lot of security threat in our country so a hospital
must also be much more secure than Maryum Hospital. We were roaming around in the hospital for
almost 2 hours but nobody ask us the reason. Moreover there was no check on the entry of under age
children.
The only big flaw in the physical evidence is its parking lots. The parking lots were not sufficient
according to the extent of flow of clients. The least maintained place in the hospital was its mosque. It
was not even designed properly and was not clean.
The system of appointments with the doctor was not computerized. There must be a proper web site of
the hospital which should provide online system of appointments. Patient has to wait outside the room
of the doctor for their turn. There should be a separate waiting room for the patients and attendants
where a display screen could notify about the turn.
Assessment
Maryum Memorial Hospital can be ranked as an excellent service provider. This hospital is trying to
provide every possible facility to its customers. Hospital is providing consultancy of highly qualified
doctors. The operation theatre was designed to deal almost every type of case. Arrangement for
chemotherapy for the cancer patients is also there. This hospital is popular for its gynecology
department and child specialists.
Recommendations
y Extension of parking lot
y Enhance the Security
y Under age children must not be allowed to enter the hospital without any genuine reason.
y Modern ambulances should be available
y Electronic appointment system must be developed.
y A proper centralized data base management system must be used for maintaining the record of
patients.
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y Information system must be developed of other hospitals for refereeing any case which cannot
be entertained in this hospital.
y Proper mosque must be made in the hostipal.
VALLY CLINIC
Physical evidence
This clinic is situated in Westrage near Saddar. As far as physical evidence, it is located on the best place
besides the road. For clinic defined view, it has enough parking lots. Its building was also good having
three stories. The physical evidence of the clinic was not giving an elegant look. Its interior was simple
but was not giving a dirty look and the environment was clean. There was a few staff in the clinic. Tough
only nurses were in uniform but the staff was properly dressed up. The rooms, corridors, receptiondesks and whole of the environment were clean.
There was no ambulance for the any emergency. There was no specific emergency department. There is
an operation theater on the second floor but interestingly there was no lift for the patients and their
attendant for easy movements. Tough we were not able to go inside the theater but it was not visually
appealing from outside. There was no proper pharmacy in the hospital. Highly qualified doctors were
providing there consultancy. Most of them were retired or serving army doctors. No CCTV cameras were
installed for the monetary purpose. There was a caf at the top floor designed according to the needs of
the clients of hospital. There was no attendant on duty on any floor to guide the people. Two security
guards were performing their duty at the front of the hospital.
Experience on survey
When we entered in the clinic, there was a simple reception desk with three windows in it there was a
male receptionist who doesnt feel the need to ask us, what problem we have? Then we went into
waiting room, after some time we started survey of clinic. There were rooms of different highly qualified
doctors on the first floor who sit there to provide their consultancy. The floor was simple but was clean.
There were only a few patients and only two or three doctors entertaining them. The patients are
coming and feel disappointed when they come to know that their desired doctor is not available. On
ground floor there are 4 rooms for check up and regular treatment. On first there was a beautiful
receptionist who asked as why we are there? There was an operation theater on the second flooralthough there was no lift in the building. Then we moved further on, there were only few rooms there
but were not in use.
There were not a few people in the clinic. There was a big waiting area in the clinic and we stayed there
for a long time but flow of people in the waiting area was minimal. However we managed to get our
questionnaire filled. The questionnaires were difficult to understand for many of the people sitting
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there, so we personally interviewed the people and filled the questionnaires. Especially the second part
of questionnaire even became difficult for us to convey to others. However after filling some of the
questionnaire we went out of the hospital and have some more snaps with the security guard in front of
the building of clinic.
Analysis of questionnaire
Frequencies
Frequency Table
Tangibility: Appropriate equipment
Frequency Percent Percent Cumulative Percent
strongly disagree 4 16.0 16.0 16.0
partially disagree 7 28.0 28.0 44.0
Neutral 7 28.0 28.0 72.0
partially agree 5 20.0 20.0 92.0
strongly agree 2 8.0 8.0 100.0
Total 25 100.0 100.0
Tangibility: Physical Facilities visually appealing
Frequency Percent Percent Cumulative Percent
strongly disagree 5 20.0 20.0 20.0
Disagree 4 16.0 16.0 36.0
partially disagree 7 28.0 28.0 64.0
Neutral 8 32.0 32.0 96.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
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Tangibility: staff are neat appearance
Frequency Percent Percent Cumulative Percent
strongly disagree 2 8.0 8.0 8.0
Disagree 4 16.0 16.0 24.0
partially disagree 2 8.0 8.0 32.0
Neutral 12 48.0 48.0 80.0
partially agree 4 16.0 16.0 96.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
Tangibility: Material related are visually appealing
Frequency Percent Percent Cumulative Percent
strongly disagree 6 24.0 24.0 24.0
partially disagree 4 16.0 16.0 40.0
Neutral 6 24.0 24.0 64.0
Agree 8 32.0 32.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
Reliability: keep promises
Frequency Percent Percent Cumulative Percent
Disagree 2 8.0 8.0 8.0
partially disagree 8 32.0 32.0 40.0
Neutral 7 28.0 28.0 68.0
Agree 3 12.0 12.0
strongly agree 5 20.0 20.0 100.0
Total 25 100.0 100.0
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Reliability: Hospital shows Sincere interest in solving problems
Frequency Percent Percent Cumulative Percent
strongly disagree 7 28.0 28.0 28.0
Disagree 7 28.0 28.0 56.0
partially disagree 1 4.0 4.0 60.0
Neutral 2 8.0 8.0 68.0
partially agree 2 8.0 8.0 76.0
Agree 4 16.0 16.0
strongly agree 2 8.0 8.0 100.0
Total 25 100.0 100.0
Reliability: Get Things right 1st time
Frequency Percent Percent Cumulative Percent
Disagree 1 4.0 4.0 4.0
partially disagree 9 36.0 36.0 40.0
Neutral 7 28.0 28.0 68.0
partially agree 4 16.0 16.0 84.0
Agree 4 16.0 16.0 1
Total 25 100.0 100.0
Reliability: Delivers on time
Frequency Percent Percent Cumulative Percent
Disagree 3 12.0 12.0 12.0
Neutral 12 48.0 48.0 60.0
partially agree 4 16.0 16.0 76.0
strongly agree 6 24.0 24.0 100.0
Total 25 100.0 100.0
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Reliability: Error free records
Frequency Percent Percent Cumulative Percent
strongly disagree 6 24.0 24.0 24.0
Disagree 1 4.0 4.0 28.0
partially disagree 4 16.0 16.0 44.0
Neutral 3 12.0 12.0 56.0
partially agree 4 16.0 16.0 72.0
Agree 6 24.0 24.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
Responsiveness: Information about time of delivery
Frequency Percent Percent Cumulative Percent
strongly disagree 3 12.0 12.0 12.0
Neutral 10 40.0 40.0 52.0
partially agree 3 12.0 12.0 64.0
strongly agree 9 36.0 36.0 100.0
Total 25 100.0 100.0
Responsiveness: prompt services
Frequency Percent Percent Cumulative Percent
strongly disagree 5 20.0 20.0 20.0
partially disagree 6 24.0 24.0 44.0
Neutral 9 36.0 36.0 80.0
partially agree 4 16.0 16.0 96.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
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Responsiveness: Willing to help
Frequency Percent Percent Cumulative Percent
strongly disagree 4 16.0 16.0 16.0
Disagree 2 8.0 8.0 24.0
partially disagree 5 20.0 20.0 44.0
Neutral 7 28.0 28.0 72.0
partially agree 3 12.0 12.0 84.0
Agree 4 16.0 16.0 1
Total 25 100.0 100.0
Responsiveness: Quick response
Frequency Percent Percent Cumulative Percent
strongly disagree 2 8.0 8.0 8.0
Disagree 4 16.0 16.0 24.0
Neutral 7 28.0 28.0 52.0
partially agree 10 40.0 40.0 92.0
Agree 1 4.0 4.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
Assurance: Show confidence in client
Frequency Percent Percent Cumulative Percent
strongly disagree 2 8.0 8.0 8.0
partially disagree 5 20.0 20.0 28.0
Neutral 5 20.0 20.0 48.0
Agree 9 36.0 36.0
strongly agree 4 16.0 16.0 100.0
Total 25 100.0 100.0
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Assurance: Sense of Security
Frequency Percent Percent Cumulative Percent
strongly disagree 8 32.0 32.0 32.0
Disagree 4 16.0 16.0 48.0
partially disagree 5 20.0 20.0 68.0
Neutral 3 12.0 12.0 80.0
strongly agree 5 20.0 20.0 100.0
Total 25 100.0 100.0
Assurance: Courteous Behavior
Frequency Percent Percent Cumulative Percent
strongly disagree 2 8.0 8.0 8.0
Neutral 8 32.0 32.0 40.0
partially agree 5 20.0 20.0 60.0
Agree 4 16.0 16.0
strongly agree 6 24.0 24.0 100.0
Total 25 100.0 100.0
Assurance: Informed Staff
Frequency Percent Percent Cumulative Percent
strongly disagree 3 12.0 12.0 12.0
Disagree 1 4.0 4.0 16.0
partially disagree 1 4.0 4.0 20.0
Neutral 13 52.0 52.0 72.0
partially agree 4 16.0 16.0 88.0
Agree 2 8.0 8.0
strongly agree 1 4.0 4.0 100.0
Total 25 100.0 100.0
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Empathy: Individual Attention
Frequency Percent Percent Cumulative Percent
strongly disagree 3 12.0 12.0 12.0
Disagree 9 36.0 36.0 48.0
Neutral 3 12.0 12.0 60.0
Agree 4 16.0 16.0
strongly agree 6 24.0 24.0 100.0
Total 25 100.0 100.0
Empathy: Convenient timing
Frequency Percent Percent Cumulative Percent
Disagree 2 8.0 8.0 8.0
partially disagree 4 16.0 16.0 24.0
Neutral 2 8.0 8.0 32.0
partially agree 8 32.0 32.0 64.0
Agree 4 16.0 16.0
strongly agree 5 20.0 20.0 100.0
Total 25 100.0 100.0
Empathy: personal attention
Frequency Percent Percent Cumulative Percent
partially disagree 5 20.0 20.0 20.0
Neutral 2 8.0 8.0 28.0
partially agree 5 20.0 20.0 48.0
Agree 8 32.0 32.0
strongly agree 5 20.0 20.0 100.0
Total 25 100.0 100.0
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Empathy: Best interest of client
Frequency Percent Percent Cumulative Percent
Disagree 4 16.0 16.0 16.0
partially disagree 5 20.0 20.0 36.0
Neutral 6 24.0 24.0 60.0
partially agree 4 16.0 16.0 76.0
strongly agree 6 24.0 24.0 100.0
Total 25 100.0 100.0
Empathy: Understand specific need
Frequency Percent Percent Cumulative Percent
strongly disagree 3 12.0 12.0 12.0
Disagree 3 12.0 12.0 24.0
partially disagree 1 4.0 4.0 28.0
Neutral 8 32.0 32.0 60.0
partially agree 7 28.0 28.0 88.0
strongly agree 3 12.0 12.0 100.0
Total 25 100.0 100.0
Importance of Tangibility for customer
Frequency Percent Percent Cumulative Percent
Important 8 32.0 32.0 32.0
Important 8 32.0 32.0 64.0
Very important 1 4.0 4.0 68.0
Very important 2 8.0 8.0 76.0
Very important 2 8.0 8.0 84.0
Extremely Important 4 16.0 16.0 100.0
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Importance of Tangibility for customer
Frequency Percent Percent Cumulative Percent
Important 8 32.0 32.0 32.0
Important 8 32.0 32.0 64.0
Very important 1 4.0 4.0 68.0
Very important 2 8.0 8.0 76.0
Very important 2 8.0 8.0 84.0
Extremely Important 4 16.0 16.0 100.0
Total 25 100.0 100.0
Importance ofReliability for customer
Frequency Percent Percent Cumulative Percent
Important 4 16.0 16.0 16.0
Important 3 12.0 12.0 28.0
Very important 7 28.0 28.0 56.0
Very important 2 8.0 8.0 64.0
Extremely Important 2 8.0 8.0 72.0
Extremely Important 3 12.0 12.0 84.0
Terribly Important 4 16.0 16.0 100.0
Total 25 100.0 100.0
Importance ofResponsiveness for customer
Frequency Percent Percent Cumulative Percent
Important 4 16.0 16.0 16.0
Important 7 28.0 28.0 44.0
Very important 4 16.0 16.0 60.0
Very important 3 12.0 12.0 72.0
Extremely Important 1 4.0 4.0 76.0
Terribly Important 6 24.0 24.0 100.0
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Importance ofResponsiveness for customer
Frequency Percent Percent Cumulative Percent
Important 4 16.0 16.0 16.0
Important 7 28.0 28.0 44.0
Very important 4 16.0 16.0 60.0
Very important 3 12.0 12.0 72.0
Extremely Important 1 4.0 4.0 76.0
Terribly Important 6 24.0 24.0 100.0
Total 25 100.0 100.0
Importance of Assurance for customer
Frequency Percent Percent Cumulative Percent
Important 2 8.0 8.0 8.0
Important 4 16.0 16.0 24.0
Very important 7 28.0 28.0 52.0
Very important 4 16.0 16.0 68.0
Extremely Important 2 8.0 8.0 76.0
Extremely Important 2 8.0 8.0 84.0
Extremely Important 1 4.0 4.0 88.0
Terribly Important 3 12.0 12.0 100.0
Total 25 100.0 100.0
Importance of Empathy for customer
Frequency Percent Percent Cumulative Percent
Important 2 8.0 8.0 8.0
Very important 3 12.0 12.0 20.0
Very important 4 16.0 16.0 36.0
Extremely Important 2 8.0 8.0 44.0
Extremely Important 3 12.0 12.0 56.0
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Terribly Important 11 44.0 44.0 100.0
Total 25 100.0 100.0
Most important for customer is
Frequency Percent Percent Cumulative Percent
Tangibility 9 36.0 36.0 36.0
Assurance 4 16.0 16.0 52.0
Empathy 12 48.0 48.0 100.0
Total 25 100.0 100.0
2nd most important for customer is
Frequency Percent Percent Cumulative Percent
Tangibility 2 8.0 8.0 8.0
Reliability 8 32.0 32.0 40.0
Responsiveness 4 16.0 16.0 56.0
Assurance 5 20.0 20.0 7
Empathy 6 24.0 24.0 100.0
Total 25 100.0 100.0
Least important for customer is
Frequency Percent Percent Cumulative Percent
Tangibility 4 16.0 16.0 16.0
Reliability 6 24.0 24.0 40.0
Responsiveness 1 4.0 4.0 44.0
Assurance 10 40.0 40.0 8
Empathy 4 16.0 16.0 100.0
Total 25 100.0 100.0
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Conclusion drawn from questionnaire
The tool we have applied for the analysis of data of questionnaire is mean. Scale for the following questions is from
disagreement to agreement is 1-7.
Tangibility: Appropriate equipment
Mean is 3.68,
Tangibility: Physical Facilities visually appealing
Mean is 2.92
Tangibility: Staffs are neat appearance
Mean is 3.64
Tangibility: Material related is visually appealing
Mean is 3.88
Reliability: keep promises
Mean is 4.36
Reliability: Hospital shows sincere interest in solving problems
Mean is 3.20
Reliability: Get Things right 1st time
Mean is 4.04
Reliability: Delivers on time
Mean is 4.64
Reliability: Error free records
Mean is 3.80
Responsiveness: Information about time of delivery
Mean is 4.84
Responsiveness: prompt services
Mean is 3.44
Responsiveness: Willing to help
Mean is 3.66
Responsiveness: Quick response
Mean is 4.04
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Assurance: Show confidence in client
Mean is 4.74
Assurance: Sense of Security
Mean is 3.12
Assurance: Courteous Behavior
Mean is 5
Assurance: Informed Staff
Mean is 3.96
Empathy: Individual Attention
Mean is 3.96
Empathy: Convenient timing
Mean is 4.92
Empathy: personal attention
Mean is 5.24
Empathy: Best interest of client
Mean is 4.36
Empathy: Understand specific need
Mean is 4
Conclusion
Results of questionnaire show a weak agreement of people on all the questions related to tangibility, reliability,
responsiveness, assurance and empathy.Tangibility: Physical Facilities visually appealing of the hospital was rated
very low. However a hospital is a place even though Physical facilities are modern but they are never visually
appealing. Moreover Tangibility: Staffs are neat appearance, Tangibility: Appropriate equipment, Tangibility: Material
related is visually appealing, Reliability: Hospital shows sincere interest in solving problems, Reliability: Error free
records, Responsiveness: prompt services, Responsiveness: Willing to help, Assurance: Sense of Security,
Assurance: Informed Staff and Empathy: Individual Attention of the hospital is not liked much by the people. However
Reliability: keep promises, Reliability: Get Things right 1st time, Reliability: Delivers on time, Responsiveness:
Information about time of delivery, Responsiveness: Quick response, Assurance: Show confidence in client,
Assurance: Courteous Behavior, Empathy: personal attention, Empathy: Convenient timing, Empathy: Best interest of
client and Empathy: Understand specific need of the hospital was liked by the people. Empathy: personal attention
and Assurance: Courteous Behaviorare the most liked features of the hospital.
The following results show the average points given to:-
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Importance of Tangibility for customer
Mean is 13.28
Importance ofReliability for customer
Mean is 16.08
Importance ofResponsiveness for customer
Mean is 16
Importance of Assurance for customer
Mean is 15.64
Importance of Empathy for customer
Mean is 20.04
Most important for customer is
Mean is 3.40. It shows that assurance is most important for the people
2nd most important for customer is
Mean is 3.20. It shows that responsiveness is 2nd most important for the people
Least important for customer is
Mean is 3.16. It shows that reliability is most important for the people
Gaps
y Security
y Under age children were not restricted.
y No ambulances
y Information system is really poor.
y No lift
y No mosque
y No Diagnostic centre
y People have to wait for a long time for their turn
y Information about the facilities was not there
y No pharmacy
Assessment
Vally clinic cannot be ranked as a good service provider. Vally clinic is just providing a platform to the
doctors to provide their consultancy to the patients. Vally clinic is not providing many of the facilities
which it can provide. Although it is considered a hospital but after analyzing its facilities it is very difficult
to say that its a hospital. It would be better to call Vally clinic as a clinic rather than a hospital. Two of
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22 The staff/doctors of the hospital understand your specific needs 1 2 3 4 5 6 7
Following are five features pertaining to hospital services, please allocate a total of 100 points
among the five features according to how important each feature is to you- the more
important a feature is to you, the more points you should allocate to it. Please ensure that
the points you allocate to the five features add up to 100.
Which one feature of the above five is most important to you?
(Please enter the feature's number)
Which feature is second most important to you?
Which feature is least important to you?
No. Features Points
1 The appearance of the hospital/clinics physical facilities,
Equipment, staff/doctors and communication materials.
2 The hospitals/clinic's ability to perform the promised service dependably and
accurately.
3 The hospital/clinic's willingness to help patients and provide a prompt service.
4 The knowledge and courtesy of the hospital/clinic staff/doctors and their ability to
convey trust and confidence
5 The caring, individualized attention the hospital/clinic provides its patients.
Total points Allocated 100
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