Table of Contents

Title of Section Page

1) Introduction 1
2) The Concept of Satisfaction 2
3) Shree Krishna Hospital Patient Profiles 5
4) Patient Psychology 5
5) Decision Problem 7
6) Research Problem 7
7) Research Objectives 8
8) Scope of the Study 8
9) Research Design 8
10) Sampling Plan 9
11) Data Requirements 11
12) Scaling and Measurement Tools 11
13) Analysis 11
14) Discussion of Findings 12
14.1. Choice of Hospital 12
14.2 Analysis of Indices 18
14.2.1. Outpatients 18
Krupa vs. Non Krupa 19
Rural vs. Urban 22
Qualitative Inputs 25
14.2.2. Inpatients 30
Krupa vs. Non Krupa 30
Rural vs. Urban 32
Qualitative Inputs 34
14.3 Krupa Specific Details
39
14.4 Outpatients vs. Inpatients 45
15). Brand Repositioning
47
16). Social Workers 65

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17). Grievance Redressal
66
18). Ongoing Module for Patient Satisfaction
66
19). SWOT Analysis 66
20). Conflict and Cooperation 68
21). Conclusion
71

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 List of Tables

Name Of Table Page

1. Sampling Plan for Patient Survey 9

2. Sampling Plan for Outdoor Patients 10
3. Sampling Plan for Indoor Patients 10

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 List of Figures

Illustration/ Graph Page no.

Fig 1: Preference Criteria of Urban Outpatients 14

Fig 2: Preference Criteria of Rural Outpatients 15
Fig 3: Preference Criteria for Urban Inpatients 17
Fig 4: Preference Criteria for Rural Inpatients 17
Fig 5: Indices for Satisfaction levels of Krupa and non Krupa Outpatients 20
Fig 6: Indices for Satisfaction levels of Rural and Urban Outpatients 22
Fig 7: Indices for Satisfaction levels of Krupa and non Krupa Inpatients 31
Fig 8: Indices for Satisfaction levels of Rural and Urban Inpatients 33
Fig 9: Indices for Satisfaction levels of Indoor and Outdoor Krupa patients
on Krupa-specific issues. 39
Fig 10: Comparison for outdoor vs. indoor aggregate indices. 46
Fig 11: Reason for choosing a particular hospital 49
Fig 12: Familiarity with Shree Krishna Hospital 50
Fig 13: Familiarity of Shree Krishna Hospital in Vallabh Vidyanagar 50
Fig 14: Familiarity of Shree Krishna Hospital in Anand 51
Fig 15: Favourability image of Shree Krishna Hospital 51
Fig 16: Favourability image of Shree Krishna Hospital in Vallabh Vidyanagar 52
Fig 17: Favourability image of Shree Krishna Hospital in Anand 52
Fig 18: Importance Performance Ranking 53
Fig 19: Networked Brand 62
Fig 20: The Brand Model 64
Fig 21: Doctor-Management-Patient Triangle 71

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 List of Annexures

Annexure 1: Questionnaire administered on Indoor and Outdoor Patients

Annexure 2: Image Perception Analysis Questionnaire
Annexure 3: Patient Satisfaction Module
Annexure 4: Patient Satisfaction Feedback Questionnaire
Annexure 5: Note on the Patient Satisfaction Module

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