a study on physical evidence in hospital

8/19/2019 a study on physical evidence in hospital

1/73

A STUDY ON PHYSICAL EVIDENCE IN HOSPITAL WITH

SPECIAL REFFERENCE TO ST: SEBASTAIN’S VISITATION

HOSPITAL ARTHUNKAL,

Submitted b

ALEN PHILIP

RE!ISTER NO: "#$ "% &"' (($

U)de* t+e uid-).e /0

1*2 ANISH 3OHN 4H2O2D 1-)-eme)t de5-*tme)t6

in partial fulfillment for the award of the degree

of

BACHELOR OF BUSINESS AD1INISTRATION

DEPART1ENT OF 1ANA!E1ENT

NAIPUNNYA SCHOOL OF 1ANA!E1ENT

7A00i8i-ted t/ U)i9e*it /0 Ke*-8-;

CHERTHALA, ALAPPU


2/73

DECLARATION

I Alenphilip hereby declare that dissertation titled =P+i.-8 e9ide).e i) +/5it-8 >it+

5e.i-8 *e0e*e).e t/ St2Seb-t-i)’ 9iit-ti/) +/5it-8 A*t+u)?-8’ ’is a benefited study

carried out by me under the supervision of Mr.Anish john H.O.D department of BBAnaipunnya school of management. In partial fulfillment of the reuirement for degree

Bachelor of Business Administration of !erala "niversity.

I also declare that this report has not been placed by anybody in any university for the

a#ard of any degree or diploma and this represents my independence.

$lace%

Date% A&'($HI&I$


3/73

ACKNOWLED!E1ENT

)irst of all* I than+ god for sho#ering the blessings upon me to complete my project on

time.

I e,press my sincere gratitude to Mr. Anish john H.O.D department of BBA (aipunnya-chool of management for his guidance* careful e,amination of the draft and valuable

comments in the preparation of the dissertation $hysical evidence in hospital #ith

special reference to -t.-ebastain’s visitation hospital Arthun+al’’.

I am e,tremely than+ful to sr./amma the administrator of -t.-ebastain’s visitation hospital

Arthun+al and I am great full for the support provided by my dear villagers to complete

the project.

I #ish to ac+no#ledge my sincere than+s to my parents* all my friends and all those #ho

assisted me directly in completing my project.

$lace%

Date% A&'($HI&I$


4/73

CHAPTER TITLE PA!E NO2

0

0.0

0.1

0.2

0.3

0.4

0.5

0.6

0.7

0.8

0.09

I(:;OD"- *-">>':IO(- A(D

'

(O.


5/73

0 (oise level of the Hospital is acceptable

1 :he odor in this hospital is pleasant

2 :he hospital is Hygienic.

3 :he hospital provides an 'co )riendly atmosphere.

4 :he #aiting area provided to patients and visitors are good.

5


6/73

(O.

0 (oise level of the Hospital is acceptable

1 :he odor in this hospital is pleasant

2 :he hospital is Hygienic.

3 :he hospital provides an 'co )riendly atmosphere.

4 :he #aiting area provided to patients and visitors are good.5


7/73

CHAPTER "

INTRODUCTION


8/73

INTRODUCTION

$hysical evidence in any organisation is an asset especially for a service firm. :heservices are intangible in nature this intangibility ma+es the physical evidence

more important. :he environment in #hich the services are delivered is +no#n as

physical evidence. In a hospital physical evidence includes the odor in the hospital

* the visiting cards provided to patients * cleanliness * structure of the building etc.

the study on physical evidence in -t. -ebastian’s visitation hospital . helps to

+no# more about the physical evidence of the hospital #hich #ill be helpful for

the hospital authorities and the patients. . $hysical evidence is one among the

mar+eting mi, in service delivery. :he service firms must consciously ma+e

efforts to manage the physical evidence. In case of hospital it is really important in

maintaining attractive physical evidence. $hysical 'vidence is the environment in

#hich service is delivered. :he services are intangible in nature. :he intangibility

is the reason for the importance of physical evidence in the service mar+eting mi,.

-o physical evidence in service industry is really important.Modern hospitals need to create a good ambience. ;ight from the reception one

finds very cordial and comforting staff. :he ambience plays an important role

because #hen a patient #al+s into the hospital he immediately forms an opinion

about the hospital. :he staff follo#s a dress code to sho# professionalism and to

maintain discipline. :he staff is trained to be understanding* #arm and

comforting because the clientele that goes to the hospital is usually disturbed or

unhappy. It is necessary for a hospital to be #ell organied and segregated into

different departments. All the doctors should be offered #ith a #elleuipped

cabin. :he entire hospital reuires to be centrally airconditioned #ith good

lighting. ?entilation is ta+en care of by airconditioning.

-pecial care should be ta+en to maintain hygienic* cleanliness and #hole hospital

must be #ell lit. :his is ta+en care of by the house+eeping department. A hospitalhas to +eep in mind both the aspects of physical evidence that is essential and


9/73

peripheral evidence. $hysical evidence particularly plays an important role in the

hospital #here the patients are already depressed or traumatied and a good

atmosphere could ma+e all the difference. -ervices as #e +no# are largely intangible

#hen mar+eting. Ho#ever customers tend to rely on physical cues to help them

evaluate the product before they buy it. :herefore mar+eters develop #hat #e call

physical evidence to replace these physical cues in a service. :he role of the

mar+eter is to design and implement such tangible evidence. $hysical evidence is

the material part of a service


10/73

"2"SCOPE OF THE STUDY

:he study conducted in -t.-ebastain’s visitation hospital Arthun+al tells about the

condition of physical evidence in the hospital. :he study #as about the uality of physical

evidence and it helps the hospital in many #ays to +no# more about the environment in

the hospital and the acceptance of the physical environment provided by the hospital #asrecognied. :he study provides a #ide scope for the administrators to loo+ into the

physical evidence and ta+e corrective actions.

"2'NEED AND SI!NIFICANCE OF THE STUDY

:he problem is the physical evidence in hospital #ith special reference to -t.-ebastain’s

?isitation Hospital Arthun+al. $hysical evidence is one among the mar+eting mi, in

service delivery. :he service firms must consciously ma+e efforts to manage the physical

evidence. In case of hospital it is really important in maintaining attractive physical

evidence. $hysical 'vidence is the environment in #hich service is delivered. :heservices are intangible in nature. :he intangibility is the reason for the importance of

physical evidence in the service mar+eting mi,. -o physical evidence in service industry

is really important. (o# days there are several issues ta+ing place in any hospitals

regarding the hygiene and facilities provided. -o the topic for the study regarding

physical evidence in the hospital is a need in this current scenario.

"2%REVIEW OF LITERACTURE

$hysical 'vidence is the final element of the three additions to the basic mar+eting mi,

as proposed by Booms and Bitner E0870F. :he evidence #hich sho#s that a service #as

performed* such as the delivery pac+aging for the item delivered by a delivery service* or

a scar left by a surgeon. :his reminds or reassures the consumer that the service too+

place* positively or negatively.


11/73

"2@ INDUSTRY PROFILE

:he healthcare industry Ealso called the medical industry or health economyF is an

aggregation of sectors #ithin the economic system that provides goods and services to

treat patients #ith curative* preventive* rehabilitative* and palliative care. It includes the

generation and commercialiation of goods and services lending themselves tomaintaining and re establishing health. :he modern healthcare industry is divided into

many sectors and depends on interdisciplinary teams of trained professionals and

paraprofessionals to meet health needs of individuals and populations.

:he healthcare industry is one of the #orldGs largest and fastestgro#ing industries.

D$F of most developed nations*

health care can form an enormous part of a countryGs economy.

)or purpose of finance and management* the healthcare industry is typically divided into

several areas. As a basic frame#or+ for defining the sector* the "nited (ations

International -tandard Industrial


12/73

accounts for over 69 per cent of the population* is set to emerge as a potential demand

source.

India reuires 599*999 to 699*999 additional beds over the ne,t five to si, years*

indicative of an investment opportunity of "-J 1429 billion. >iven this demand for

capital* the number of transactions in the healthcare space is e,pected to #itness anincrease in near future. :he average investment sie by private euity funds in healthcare

chains has already increased to "-J 1929 million from "-J 404 million* as per

$rice@aterHouselobal

Hospitals >roup* IndiaGs fourthlargest healthcare net#or+* for ;s 0*173 crore "-J 081.73

million.

:emase+ Holdings $te &imited acuired the entire 06.63 per cent sta+e of $unj &loyd

&imited in >lobal Health $rivate &imited* #hich o#ns and operates the Medanta -uper

-pecialty Hospital in >urgaon.


13/73

Apollo Health and &ifestyle &imited EAH&&F* a #hollyo#ned subsidiary of Apollo

Hospitals 'nterprise* acuired (ova -pecialty Hospitals at an estimated cost of ;s 024

034 crore E"-J 19.210.7 millionF.

IHH Healthcare Berhad acuired a controlling 40 per cent euity sta+e in Hyderabad

based ?entures* India M

- partners* -ingapore and $o#erhouse ?entures* "-. :he company #ould use the funding

to upgrade its technology and e,pand presence in five cities.

>overnment Initiatives

IndiaGs universal health plan that aims to offer guaranteed benefits to a si,th of the #orldGs

population #ill cost an estimated ;s 0.5 trillion E"-J 13.92 billionF over the ne,t four

years.

-ome of the major initiatives ta+en by the >overnment of India to promote Indian

healthcare industry are as follo#s%

A uniue initiative for healthcare G-ehatG E-ocial 'ndeavour for Health and :elemedicineF

has been launched at a government run common service centre E


14/73

India and -#eden celebrated five years of Memorandum of "nderstanding EMo"F. :he

cooperation in healthcare bet#een India and -#eden #ill help in filling gaps in research

and innovative technology to aid provisioning of uality healthcare.

Mr / $ (adda* "nion Minister for Health )amily @elfare* >overnment of India has

launched the (ational De#orming initiative aimed to protect more than 13 crore childrenin the ages of 008 years from intestinal #orms* on the eve of the (ational De#orming

Day.

"nder the (ational Health Assurance Mission* $rime Minister Mr(arendraModiGs

government #ould provide all citiens #ith free drugs and diagnostic treatment* as #ell

as insurance cover to treat serious ailments.

All the government hospitals in Andhra $radesh #ould get a facelift #ith a cost of ;s 34

crore E"-J 5.65 millionF* besides the establishment of 0*999 generic medical shops across

the -tate in the ne,t fe# months.

Mission Indradhanush launched by Mr /$ (adda aims to immunise children against seven

vaccine preventable diseases namely diphtheria* #hooping cough* tetanus* polio*

tuberculosis* measles and hepatitis B by 1919. >overnment has set a target of 84 per cent

immunisation cover by end of 1905.

:he 'health initiative* #hich is a part of Digital India drive launched by $rime Minister

Mr(arendraModi* aims at providing effective and economical healthcare services to all

citiens. :he programme aims to ma+e use of technology and portals to facilitate people

maintain health records and boo+ online appointments #ith various departments of

different hospitals using e!=< data of Aadhaar number.;oad Ahead

India is a land full of opportunities for players in the medical devices industry. :he

country has also become one of the leading destinations for highend diagnostic services

#ith tremendous capital investment for advanced diagnostic facilities* thus catering to a

greater proportion of population. Besides* Indian medical service consumers have become

more conscious to#ards their healthcare up+eep.

IndiaGs competitive advantage also lies in the increased success rate of Indian companies

in getting Abbreviated (e# Drug Application EA(DAF approvals. India also offers vast

opportunities in ;D as #ell as medical tourism. :o sum up* there are vast opportunities

for investment in healthcare infrastructure in both urban and rural India.

',change ;ate% I(; 0 N "-J 9.9049 as on December 97* 1904

:his third class involves activities of* or under the supervision of* nurses* mid#ives*

physiotherapists* scientific or diagnostic laboratories* pathology clinics* residential health

facilities* or other allied health professions* e.g. in the field of optometry* hydrotherapy*

medical massage* yoga therapy* music therapy* occupational therapy* speech therapy*

chiropody* homeopathy* chiropractics* acupuncture* etc.


15/73

:he >lobal Industry


16/73

"2$ CO1PANY PROFILE

Ab/ut I)tituti/)

(ame of the Institution % -t. -ebastian’s ?isitation Hospital Arthun+al

Industry % Health ynecology

Dental

-+in


17/73

"2 PRODUCT PROFILE

A product is a set of attributes assembled in an identifiable form. :he product is the

central component of any mar+eting mi,. :he product component of the mar+eting mi,

deals #ith a variety of issues relating to development* presentation and management of

the product #hich is to be offered to the mar+et place. It covers issues such as service

pac+age* core services and peripherals* managing service offering and developing service

offering.

Hospitals today offer the follo#ing services%

0. 'mergency services 'mergency services and care at most of the hospitals is uniue

and advanced. :he hospitals have stateoftheart ambulances. :he


18/73

"2 STATE1ENT OF THE PROBLE1

:he problem is the physical evidence in hospital #ith special reference to -t.-ebastian’s?isitation Hospital Arthun+al. $hysical evidence is one among the mar+eting mi, inservice delivery. :he service firms must consciously ma+e efforts to manages the

physical evidence. In case of hospital it is really important in maintaining attractive physical evidence

"2& OB3ECTIVE OF THE STUDY

P*im-*

:o find out the uality of the physical evidence in -t. -ebastian’s ?isitation HospitalArthun+al

Se./)d-*

:o suggest measures to improve physical evidence in -t. -ebastian’s ?isitation Hospital Arthun+al:o find out #hether the floe of patients depends on physical evidence of thehospital.


19/73

"2# RESEARCH 1ETHODOLO!Y


20/73

Ree-*.+ Dei)

A research design is considered as the frame#or+ or plan for a study that guides as #ell

as helps the data collection and analysis of data. :he research design may be e,ploratory*

descriptive and e,perimental for the present study. :he descriptive research design is

adopted for this project.

De.*i5ti9e *ee-*.+

In this research the researcher used descriptive research design. A descriptive research

design is concerned #ith the detail description of certain functional variables and

characteristics of a problem situation. :he major purpose of this research is the

description of the state affairs and its e,ist in present.

U)i9e*e /0 t+e Stud

"niverse of this study is the patients

S-m58i) P*/.edu*e

:he sampling used in this study is -imple random sampling

-ample sie 099

1et+/d /0 D-t- C/88e.ti/)

Both $rimary and -econdary is used.

P*im-*

Luestionnaire* Intervie#* Observation

Se./)d-*

Boo+s and Internet

T//8 Te.+)iue /0 A)-8i

Sim58e 5e*.e)t-e -)-8i

:his method is used to simplify the numbers through the use of percentage.

:he data are in a standard from #ith base eual to 099* #hich facilities relative

comparison.


21/73

&IMI:A:IO( O) :H' -:"=

• Most of the patients #here illiterate

• -ome of the respondents #ere not cooperative

• :here #as only a short span of time to complete the project

• :he sample sie of 099 respondents may not represent the #hole universe


22/73

"2"( CHAPTERISATION

-* -">>':IO(- A(D >':IO(-


23/73

•


24/73

CHAPTER: '

THEORATICAL CONCEPTS AND RELEVENT TO THE STUDY


25/73

$H=-I


26/73

Mar+eting has gro#n in importance for hospitals* loo+ing to strengthen their position in a

increasingly competitive healthcare mar+et place.

A #orld class hospital is a multidisciplinary super speciality medical centre of international standards. Most hospitals today are #ell euipped #ith the most advanced

diagnostic and treatment facilities. :hey try for total health care preventive and

curative. Most hospitals in developing counties li+e India have gro#n to a truly #ords

class stature over the years. -ome hospitals have even obtained I-O 8991 certification.

',. Mallaya Hospital* Bangalore. I-O 8991 uality assurance is a structured and user

friendly set of systems* #hich allo#s the staff at all levels of the hospital to follo# simple

procedures* #hich ma+e the most comple, tas+s easy and efficient. It frees the senior

management of everyday stress in observing and monitoring tas+s* #hich have to be

completed on daily basis.

'lements%

-ervices being intangible* customers often rely on tangible cues* or physical evidence* to

evaluate the service before its purchase and to assess their satisfaction #ith the service

during and after consumption. >eneral elements of physical evidence are sho#n in :able

8.0. :hey include all aspects of the organiation’s physical facility Ethe services capeF as

#ell as other forms of tangible communication.

'lements of the services cape that affect customers include both e,terior attributes Esuch

as par+ing* landscapeF and interior attributes Esuch as design* layout* euipment* and

decorF. $hysical evidence e,amples from different service conte,ts are given in :able 8.1.

It is apparent that some services communicate heavily through physical evidence Ee.g.

hospitals* resorts* child careF* #hile others provide limited physical evidence Ee.g.

insurance* e,press mailF.


27/73

;ole of service evidence%

A distinction is made in services mar+eting bet#een t#o +inds of physical evidence%

EaF $eripheral evidence

EbF 'ssential evidence.

EaF $eripheral 'vidence%

$eripheral evidence is actually possessed as part of the purchase of a service. It has

ho#ever little or no independent value. :hus a ban+ cheue boo+ is of no value unless

bac+ed by the funds transfer and storage service it represents. An admission tic+et for a

cinema eually has no independent value. It merely confirms the service. It is not a

surrogate for it. $eripheral evidence Kadds to’ the value of essential evidence only as far as

the customer values these symbols of service. :he hotel rooms of many large

international hotel groups contain much peripheral evidence li+e directories* to#n guides*

pens* notepads* #elcome gifts* drin+ pac+s* soaps and so on. :hese representations of

service must be designed and developed #ith customer needs in mind. :hey often provide

an important set of complementary items to the essential core service sought by

customers.

EbF 'ssential 'vidence% 'ssential evidence* unli+e peripheral evidence* cannot be

possessed by the customer. (evertheless essential evidence may be so important in its

influence on service purchase it may be considered as an element in its o#n right. :he

overall appearance and layout of a hotel the Kfeel’ of a ban+ branch the type of vehiclerented by a car rental company the type of aircraft used by a carrier are all e,amples of

physical evidence


28/73

Managing the 'vidence%

-ervice organiations #ith competing service products may use physical evidence to

differentiate their service products in the mar+etplace and give their service products a

competitive advantage. A physical product li+e a car or a camera can be augmented

through the use of both tangible and intangible elements.

A car can be given additional tangible features li+e a sliding roof or stereophonic radio

euipment a camera can be given additional tangible features li+e control devices #hich

enable use in a #ide variety of light conditions.

A car may be sold #ith a long life antirust #arranty or cost free service for the first year

of o#nership a camera #ith a longlife #arranty or free lens insurance. :angible and

intangible elements may be used to augment the essential product offer. In fact

organiations mar+eting tangible dominant products freuently use intangible* abstract

elements as part of their communications strategy. -ervice mar+eting organiations alsotry to use tangible clues to strengthen the meaning of their intangible products.


29/73

CHAPTER %

DATA ANALYSIS AND INTERPRETATION


30/73

:able (o.0

(oise level of the hospital is acceptable

-l

(o.


31/73

27%

60%

13%

Percentage of RespondentsStrongly Agree Agree Disagree Strongly disagree

Interpretation

)rom the above table it is understood that the noise level of the hospital is acceptable

because 16Q strongly agrees and 59Q agrees #ith the statement


32/73

:able (o.1

:he odor in the hospital is pleasant

-l

(o.


33/73

20%

73%

7%

Percentage of Respondents

Strongly Agree Agree Disagree Strongly disagree

Interpretation

)rom the above table it is understood that the odor in the hospital is pleasant because 19Q

strongly agrees and 62Q agrees #ith the statement


34/73

:able (o.2

:he hospital is hygienic

-l

(o.


35/73

6%

84%

10%



Interpretation

)rom the above table it is understood that the hospital is hygienic because 5Q strongly

agrees and 73Q agrees #ith the statement


36/73

:able (o.3

:he hospital provides an eco friendly atmosphere

-l

(o.


37/73

80%

18%2%



Interpretation

)rom the above table it is understood that the hospital provides an eco friendly

atmosphere because 79Q strongly agrees and 07Q agrees #ith the statement


38/73

:able (o.4

:he #aiting area provided to patients and visitors are good

-l

(o.


39/73

19%

81%



Interpretation

)rom the above table it is understood that the #aiting area provided to patients and

visitors are good because 10Q strongly agrees and 78Q agrees #ith the statement


40/73

:able (o.5


41/73

1%

90%

9%



Interpretation

)rom the above table it is understood that the


42/73

:able (o.6

:he patients admit cards are standard and it is attractive

-l

(o.


43/73

24%

70%

6%



Interpretation

)rom the above table it is understood that the patients admit cards are standard and it is

attractive because 13Q strongly agrees and 69Q agrees #ith the statement


44/73

:able (o.7

:he layout of the hospital is #ell planned in terms of grassing* flo#ering and lighting.

-l

(o.


45/73

91%

9%



Interpretation

)rom the above table it is understood that the layout of the hospital is #ell planned in

terms of grassing* flo#ering and lighting because 80Q strongly agrees and 8Q agrees

#ith the statement.


46/73

:able (o.8

:he structure of the building is attractive and convenient.

-l

(o.


47/73

1%

49%43%

7%



Interpretation

From the ao!e tale it is "nderstood that the str"#t"re o$ the "ilding is

partially attra#ti!e and #on!enient e#a"se 1% strongly agrees 49% agrees

43% Disagree and 7%Strongly disagree &ith the statement'


48/73

:able (o.09

:he color of the building is and the physical facility is good and its suits the hospital’s

ambiance

-l

(o.


49/73

27%

29%

44%



Interpretation

)rom the above table it is understood that color of the building and the physical facility is

not good and it doesn’t suits the hospital’s ambiance. Because 15Qdisagree

and39Qstrongly disagrees #ith the statement.


50/73

:able (o.00

:he business card and brochures are provided by the hospital

-l

(o.


51/73

(%

9(%


Interpretation

From the ao!e tale it is "nderstood that "siness #ard and ro#h"res are

not pro!ided y the hospital' )e#a"se (%disagree and9(%strongly disagrees&ith the statement


52/73

:able (o.01

:he nursing staff understood your needs and has sho#n commitment and positive attitude

to#ards satisfying your needs'

-l

(o.


53/73

23%

63%

14%


Interpretation

From the ao!e tale it is "nderstood that n"rsing sta* "nderstood patient+s

needs and has sho&n #ommitment and positi!e attit"de to&ards satis$yingtheir needs' )e#a"se23 % strongly agrees 63% agrees &ith the statement'


54/73

:able (o.02

:he staff loo+ professional and elegant in their uniforms

-l

(o.


55/73

20%

72%

8%



Interpretation

From the ao!e tale it is "nderstood that sta* loo, pro$essional and elegant

in their "ni$orms' )e#a"se20 % strongly agrees72% agrees &ith the

statement'


56/73

:able (o.03

:he front office staff and receptionist is good in giving instructions. :hey give right

guidance and provide ans#ers to all your ueries.

-l

(o.


57/73

31%

40%

21%

8%



Interpretation

)rom the above table it is understood that the front office staff and receptionist is good in

giving instructions. :hey give right guidance and provide ans#ers to all ueries of

visitors Because20 Q strongly agrees*39Q agrees #ith the statement'


58/73

:able (o.04

:he par+ing facility is good.

-l

(o.


59/73

13%

81%

6%


Interpretation

)rom the above table it is understood that the par+ing facility is good Because02 Q

strongly agrees*70Q agrees #ith the statement.


60/73

:able (o.05

:he room and #ards are spacious.

-l

(o.


61/73

36%

43%

21%



Interpretation

)rom the above table it is understood that room and #ards are not spacious Because32 Q

Disagree*10Q-trongly disagrees #ith the statement


62/73

:able (o.06

:he beds are comfortable.

-l

(o.


63/73

(4%36%

10%



Interpretation

)rom the above table it is understood that the beds are comfortable because 43Qagrees

#ith the statement.


64/73

:able (o.07

Are you visiting the hospital because of the facilities and the ambience provided by the

hospital.

-l

(o.


65/73

91%

9%


-es .o

Interpretation

)rom the above table it is understood that patients are visiting the hospital because of the

facilities and the ambience provided by the hospital because.80Q say yes to the

statement'


66/73


67/73

• It is found that the noise level of the hospital is acceptable because 16Q

strongly agrees and 59Q agrees #ith the statement.

• It is found that the odor in the hospital is pleasant because 19Q strongly

agrees and 62Q agrees #ith the statement

•

It is found that the hospital is hygienic because 5Q strongly agrees and73Q agrees #ith the statement

• It is found that the hospital provides an ecofriendly atmosphere because

79Q strongly agrees and 07Q agrees #ith the statement

• it is understood that the #aiting area provided to patients and visitors are

good because 10Q strongly agrees and 78Q agrees #ith the statement

• it is understood that the


68/73

• :he hospital has to insure that there is a brochure #hich helps the outsiders to

+no# more about the hospital.

• :he structure of the building and color has to be best suited for hospital.

• @ards and rooms in the hospital can be more spacious.

CONCLUSION

)rom the research it is concluded that the physical evidence in the hospital is good. But in

some aspects li+e having a brochure or the problem regarding the space inside the rooms

#ards should be considered by the hospital.


69/73

A$$'(DI


70/73

(oise level of the Hospital is acceptable.

-trongly Agree Agree Disagree -trongly Disagree

:he odor in this hospital is pleasant.


:he hospital is Hygienic.


:he hospital provides an 'co )riendly atmosphere.


:he #aiting area provided to patients and visitors are good.



71/73

:he staffs loo+ professional and elegant in their uniforms.


:he front office staffs or receptionist is good in giving instructions.:hey give

rightguidance and provide ans#ers to all your ueries.


:he par+ing facility is good.


:he room and #ards are spacious.


:he Beds are comfortable.


$oint out a facility that you see here. @hich is rare among other HospitalsC

...................................................................................................................... Are you visiting the hospital because of the facilities and the ambience provided

by the hospitalC

='- (O


72/73

BIBLIO!RAPHY


73/73

BIBLIO!RAPHY

BOO!-

0. ovind Apt -ervices mar+eting

@'B-I:'-

&&&'yo"rarti#lelirary'#om

&&&'ie$'org

&&&'&i,ipedia'org

&&&'heapol'o/$ordo"rnals'org

&&&'a#ademia'ed"

&&&'learnmar,eting'net

&&&'mar,eting91'#om

&&&'st"dymode'#om
http://www.yourarticlelibrary.com/http://www.ibef.org/http://www.wikipedia.org/http://www.heapol.oxfordjournals.org/http://www.academia.edu/http://www.learnmarketing.net/http://www.marketing91.com/http://www.studymode.com/http://www.ibef.org/http://www.wikipedia.org/http://www.heapol.oxfordjournals.org/http://www.academia.edu/http://www.learnmarketing.net/http://www.marketing91.com/http://www.studymode.com/http://www.yourarticlelibrary.com/

a study on physical evidence in hospital

Documents