TO STUDY ON CUSTOMER SERVICE EXPECTATION IN A DIABETIC CENTRE

By SRIKRISHNAN S (Register No: 211012631044) THIRAVIYA KUMAR A (Register No: 211012631046)

A PROJECT REPORT Submitted to the

Faculty of Management Studies

In partial fulfillment for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION DEPARTMENT OF MANAGEMENT STUDIES MAAMALLAN INSTITUTE OF TECHNOLOGY SRIPERUMBUDUR-602105

ANNA UNIVERSITY: CHENNAI OCTOBER- 2013

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BONAFIDE CERTIFICATE
Certified that this project report A STUDY ON CUSTOMER SERVICE EXPECTATION IN A DIABETIC CENTRE BY SRIKRISHNAN S (REGISTER NO 211012631044) AND THIRAVIYA KUMAR A (REGISTER NO: 211012631046) who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidate.

SIGNATURE

SIGNATURE

Dr. E.NALINI, HEAD OF THE DEPARTMENT

Department of Management Studies Maamallan Institute of Technology Maamallan Nagar, Vadamangalam, Sriperumbudur- 602105

Mrs. LISHMAH DOMINIC PROJECT GUIDE

Department of Management Studies Maamallan Institute of Technology Maamallan Nagar, Vadamangalam, Sriperumbudur- 602105

Submitted for viva voce held on .. at Maamallan Institute of Technology.

INTERNAL EXAMINER
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EXTERNAL EXAMINER

DECLARATION
I hereby declare that the project work entitled A STUDY ON CUSTOMER SERVICE EXPECTATION IN A DIABETIC CENTRE submitted to the Anna University Chennai, is a record of an original work done by us under the guidance of MRS. LISHMAH DOMINIC M Faculty Member, Maamallan Institute of Technology Sriperumbudur and this project work has not performed the basis for the award of any Degree or diploma/ associate ship/fellowship and similar project if any.

SRIKRISHNAN S (REG NO: 211012631044)

THIRAVIYA KUMAR A (REG NO: 211012631046)

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ACKNOWLEDGEMENT
I would like to express my sincere thanks to our Honorable Chairman Dr. JEPPIAAR M.A., B.L., Ph. D., and our principal Dr. ABBAS MOHIDEEN, M.Tech., Ph.D., for providing me an opportunity to do this project work. I would also like to thank Dr.Nalini E, Head of the Department MBA, for providing me with the required support and guidance throughout the project. I express my deep sense of gratitude to my guide Mrs. LISMA DOMINIC M MBA, for her constant encouragement and unfailing guidance at every stage during the course of this project work. My heartfelt thanks to all the respondents who have cooperated in completing this project successfully. Finally it is my foremost duty to express my gratitude to God and to my parents and friends for their support and encouragement without which I would not have been able to complete this project.

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LIST OF CONTENTS
CHAPTER NO I CHAPTERS INTRODUCTION 1.1 NEED OF THE STUDY 1.2 SCOPE OF THE STUDY 1.3 OBJECTIVES OF THE STUDY II III REVIEW OF LITERATURE RESEARCH METHODOLOGY 3.1 RESEARCH DESIGN
3.2 DATA COLLECTION METHODS

PAGE NO 7 12 14 15 16 23 24 25 27 28 29 52 53 55 56 57 58 59

3.3TOOLS FOR THE STUDY 3.4 LIMITATION OF THE STUDY IV V DATA ANALYSIS AND INTERPRETATION FINDINGS, SUGGESTIONS & CONCLUSION 5.1 FINDINGS 5.2 SUGGESTIONS 5.3 CONCLUSION VI BIBLIOGRAPHY& ANNEXURE 6.1 BIBLIOGRAPHY 6.2 ANNEXURE

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ABSTRACT

This study explains about the customer service expectation among the various diabetic centres. In this report I have included the various services provided in the diabetic centres, and also evaluate the customer perceptions. I have given brief description of various types of diabetes, meaning of diabetes, diabetes in India, risk in diabetes etc.

Through this study patient will be able to know what are the risk involved in diabetic disease and how to overcome those risk by giving awareness program, counseling, and other exercises which helps to make reduces their Glucose Level.

I have taken a 52sample size, which helps me to identify the customer service perception among various diabetic centres and I have taken percentage analysis and chi-square analysis to find out the level of acceptance of the customers.

Through this study I have evaluate what are all the essential and basic customer service expectation and select the best performing diabetic centre to recommend the patient. Here in this report I describe what I have done in diabetes & diabetic patient expectations.

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CHAPTER-I
INTRODUCTION

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Introduction:
Diabetes is a metabolic disorder that is characterized by high blood glucose and either insufficient or ineffective insulin. In India 50million people were affected by Diabetes and 5.9% of the population in the United States has diabetes, and diabetes is the seventh leading cause of death in our country. Diabetes is a chronic disease without a cure; however, with proper management and treatment, diabetics can live normal, healthy lives.

Diabetes in India
Over 30 million have now been diagnosed with diabetes in India. The CPR (Crude prevalence rate) in the urban areas of India is thought to be 9 per cent. In rural areas, the prevalence is approximately 3 per cent of the total population. The population of India is now more than 1000 million: this helps to give an idea of the scale of the problem. The estimate of the actual number of diabetics in India is around 40 million. This means that India actually has the highest number of diabetics of any one country in the entire world. IGT (Impaired Glucose Tolerance) is also a mounting problem in India. The prevalence of IGT is thought to be around 8.7 per cent in urban areas and 7.9 per cent in rural areas, although this estimate may be too high. It is thought that around 35 per cent of IGT sufferers go on to develop type 2 diabetes, so India is genuinely facing a healthcare crisis. In India, the type of diabetes differs considerably from that in the Western world.

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There are two main types of diabetes, Type I and Type II, described below.

Warning Signs of Diabetes Type I: Frequent urination Unusual thirst Extreme hunger Unusual weight loss Extreme fatigue Irritability

Type II: Any of the Type I symptoms Frequent infections Blurred vision Cuts/bruises that is slow to heal Tingling/numbness in the hands or feet Recurring skin, gum or bladder infections

Type I Diabetes:
(A.k.a. Juvenile Onset Diabetes, Insulin-Dependent Diabetes) Insulin-dependent is caused by damage to the pancreas. The pancreas contains beta cells, which make insulin. With Type I diabetes, the deficiency of insulin is due to a decline in the number of beta cells the pancreas contains. It appears that certain genes make Type I diabetics more susceptible, but a triggering factor (usually a viral infection) sets it off. In
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most people with Type I diabetes, the immune system makes a mistake, attacking the beta cells and causing them to die. Without the beta cells, you cannot produce insulin. Glucose then builds up in the blood and causes diabetes.

Type 1 is considerably more rare, and only about 1/3 of type II diabetics are overweight or obese. Diabetes is also beginning to appear much earlier in life in India, meaning that chronic long-term complications are becoming more common. The implications for the Indian healthcare system are enormous.

Type I diabetes exhibits the following warning signs:

Losing weight without trying An increased need to urinate Increased hunger Increased thirst Trouble seeing Feeling tired and/or
Going into a coma

For Type I diabetics, treatment usually consists of a healthy diet, exercise, and insulin shots to replace the insulin that your body no longer produces. Most insulin-dependent diabetics test their blood at least four times per day to monitor their bloods glucose level. This is necessary to keep their blood glucose within certain limits. If blood glucose is not monitored, and if insulin levels are not kept in check, three things may happen:

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1. Ketoacidosis occurs when your blood glucose levels are highly elevated, by either eating too much or taking too little insulin, by stress or illness. In this case, there is too little insulin in the blood. Your body then begins breaking down fat for energy,

producing chemicals called ketenes. Ketenes can make you throw up, have difficulty breathing, cause excessive thirst, cause dry, itchy skin, or even cause coma. 2. Hypoglycemia occurs when blood glucose levels become too low. It can be

because by taking too much insulin, eating too little, skipping meals, eating at the wrong time, exercising too intensely or for too long, or by drinking alcohol on an empty stomach. If your blood glucose is too low you may feel hungry, confused, tired, shaky or nervous. 3. Complications elevated glucose levels in the blood over time can hurt your organs. Diabetes can damage kidneys, eyes and nerves, and makes heart and blood vessel disease more likely. Diabetics can defend themselves from complications by keeping their

glucose levels under control.

Type II Diabetes (A.k.a. Adult Onset Diabetes, Non-Insulin-Dependent Diabetes)

Type II diabetes is the most common form of diabetes, with about 90% of diabetes falling into the Type II category. With Type II diabetes, glucose builds up in the blood not because not enough insulin is present, but probably because cells lose their insulin receptors and become less sensitive to insulin. Type II diabetes usually (though not always) occurs in individuals who are over 40 years of age who are overweight.

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Type II diabetes produces mild symptoms, and can be controlled with a healthy diet, exercise and weight loss. Type II diabetics should also monitor their glucose levels to be sure they are maintaining healthy levels. In some cases, weight loss, diet and exercise are not enough to control the glucose levels. In those cases, your physician may control your diabetes by prescribing diabetes pills or insulin shots.

Type II diabetes can cause three types of problems: High Blood Sugar high glucose levels in the blood are most likely when youre sick or under a lot of stress. High blood sugar can cause you to have a headache, blurry vision, excessive thirst and an increased need to urinate, and cause dry, itchy skin. Though less of a problem with Type II diabetes, ketenes can build up in the blood when Type II diabetics have symptoms of high blood sugar, or when they are sick. Low Blood Sugar When blood sugar falls to low you may feel tired, shaky, nervous, hungry or confused. It may be caused by taking too much diabetes medicine, eating too little or skipping meals, exercising too intensely or for too long, or from drinking alcohol without eating. Complications Elevated blood glucose over many years can hurt organs, including the eyes, kidneys, and eyes. It can also make heart and blood vessel disease more likely. The best defense against complications is a careful monitoring of blood glucose, a healthy diet and exercise.

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1.1: Need of the Study

To find out the Diabetic Patient expectation among the various services provided in Diabetic centre. This find out diabetic patient expectation towards various facilities provided in diabetic centre. To find out what type of counseling they are getting to reduce their Glucose Level. To find out their satisfaction level towards the treatment.

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1.2: Scope of the Study

The present study will analyze determination of customer perception in Diabetic centre. This study can make to measure the Hospitality in Diabetic centre. To know the quality of services in Diabetic centre towards Diabetic Patient. This study helps to analyze whether there is technology development in Diabetic centre.

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1.3: Objectives:
Primary Objective To find out the service expectation of Diabetic patient in a Diabetic centre.

Secondary Objectives To analyze the facility expectation of Diabetic patient in a Diabetic centre. To find out Hospitality expectations of Diabetic patient in a Diabetic centre. To analyze kind of Treatment expectation given for Diabetic patient. To analyze counseling of Diabetes, towards Diabetic patient. To analyze yoga class, e-learning expectations of Diabetic patient. To measure the effectiveness of treatment given to the Diabetic patient? To measure the satisfaction level of Diabetic patient towards treatment charges in Diabetic centre. To give suggestion to the Diabetic centre to fulfill the expectation of Diabetic patient.

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CHAPTER-II
REVIEW OF LITERATURE

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2: REVIEW OF LITERATURE:
From television news or special segment, from magazines to medical journals, from school thesis and newspaper articles, there is a common nursing topic that is the usual content of most journals diabetes to be specific, diabetic care and management. In the recent literature review done by the (2006), they made a compilation of studies/ articles/ journals regarding biomedical nursing. Out of 115 cited journals, one of the most searched and most studied journal is the topic of Diabetic Care/ Management it ranked number 22 and has garnered 13 studies and a total of 499 articles in the year 2002. This literature review aims to provide an overview, a review of different studies/ journals done, a comparison and contrast of the quality of the study and to discuss different diabetic management being done, the old and new, medical and non-medical management, and various alternative therapies. It aims to answer or cover the following questions: (a) what is diabetes? (b) What is the difference between type I and type II diabetes? (c) What are the various medical and non-medical management on diabetes, as cited by different journals? (d) What are special measures/ considerations to be done for a diabetic client? (e) How can diet affect the prognosis of diabetes? Across the world, diabetes mellitus is one of the most prevalent and serious chronic diseases (, 2001). In the United States alone, almost 16 million people suffer from diabetes, which cost many of them from their eyesight, kidney function, lower limbs, or life itself. According to Centers for Disease Control and Prevention (,1998), diabetes affects 15.7 million people in the United States alone, 10.3 million of who have been diagnosed and 5.4 million of who are unaware that they have this disease. Diabetes exacts an equally devastating toll; it is the disease, and it is the 7th leading cost of death in the US (1998). As a topic of research, a review of social work literature identified 5 articles on diabetic management topics. To assist people with diabetes, it is important to understand the disease, how it challenges the patients and then ways to become involved (2001).

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This literature review provides an analysis of the basic aspects of management of Diabetes, both type1 and type II. Diabetes Mellitus is a cluster of endocrine diseases characterized by the bodys complete or partial inability to absorb glucose, the principal source of energy, from digested food into cells (1995). Unabsorbed, glucose accumulates into the bloodstream, eventually exceeding physiologically tolerable levels, damaging blood vessels and capillaries. There are two types of diabetes: Type I Diabetes Mellitus and Type II Diabetes Mellitus. Diabetes Mellitus Type I or Insulin Dependent Diabetes Mellitus (IDDM) has a juvenile onset, it accounts for about 10% of diabetes cases and is caused by an absolute deficiency of insulin that results from autoimmune destruction of islets by anti-islets cell antibodies. It is a lifelong disease; it occurs when autoimmune destruction beta cells cause a decrease in or absence of insulin production by the pancreatic islets of Langerhans. Each type 1 Diabetes Mellitus (DM), the islets is infiltrated by T-lymphocytes; in some patients antiinsulin antibodies are present in the blood. There is also a genetic component: some persons are more susceptible than others to the insult that infiltrates the disease. Type 1 DM tends to run in families, but familial tendency is much greater in type 2 DM. In type 2 DM or Non-Insulin Dependent Diabetes Mellitus (NIDDM), there is an insulin production but not sufficient enough. As was mentioned, the majority of patients with type 2 DM have a parent or sibling with the disease. The strong genetic influence toward diabetes is especially evident in ethnic groups that have very high rates of type 2 DM. The main problem of type 2 DM is the peripheral cell resistance to the effect of insulin. Patients who developed type 2 DM, peripheral tissues begin to resist the effect of insulin as much as 10 years before the diagnosis become apparent, unlike type 1 DM, type 2 DM has a late onset. As peripheral resistance increases, the pancreas secretes increased amounts of insulin to compensate, and blood glucose levels continue to remain normal or near normal. Type 2 DM could also be the result of gestational diabetes or a type of diabetes that usually occurs during pregnancy. Some may or may have not type 2 DM after delivery (, 2006) . Due to the prevalence of the disease, several treatment modalities
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have been researched/studied for their effectiveness in treating the disease. The succeeding paragraphs would mostly deal about the different diabetic care management, from pharmacological to non-pharmacological treatments being offered in clinics and hospitals. Since there are variety of non-pharmacological methods in treating diabetes, discussion of pharmacological methods will be the first. The major goal in treating diabetes is to minimize any elevation of blood sugar (glucose) without causing abnormally low levels of blood sugar. Type 1 and type 2 are both treated differently. Type 1 DM is treated with insulin, exercise and diet. In type 1 DM, insulin is needed for life (, 2007). Should insulin treatment not be available, ketoacidosis, coma and death are inevitable. People with type 1 DM are often managed within specialist acre unless staffs have additional knowledge and skills in this area (, 2007). Before the availability of insulin, treatments for people with Type 1 DM were unpleasant and often ineffective (, 2002). A low-carbohydrate, semi-starvation diet and exercise were all doctors have to offer. Like many scientific advances, the discovery of replacement insulin in the 1920s was nothing short of a miracle (, 2002). Insulin injections are given under the skin (subcutaneously) into the fat layer, usually in the arm, thigh, or abdomen. In recent years, several external insulin pumps, which deliver insulin continuously through a thin, flexible tube placed under the skin, have been developed. There are more than 20 types of insulin available in four basic forms, each at different tome of onset and duration of action. The decision as to which insulin to choose is based on an individuals lifestyle, a physicians preference and experience, and the persons blood sugar levels. According to a recent nationwide diabetes management survey, 82% of endocrinologist believes that patients using the standard insulin injections do not control glucose levels well enough (,2006). The survey, conducted by (2006), showed that endocrinologist and patients believe that insulin pump therapy is a more effective way to control glucose levels and avoid hypoglycemic events. Nearly 90 percent of endocrinologists surveyed agreed with the statement that insulin pump therapy reduces the risk of hypoglycemic events. When asked to choose a therapy for themselves or their family members, two-thirds of
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endocrinologists said they would choose an insulin pump over insulin injections, citing that insulin pump therapy provides greater flexibility and control of glucose levels. One in 10 adult patients surveyed admitted to calling 911 within the past three months for a serious hypoglycemic event. Even with the advent of newer, long-acting insulin, hypoglycemia remains a significant barrier to achieving excellent diabetes control, said Dr. , director of Pediatric Endocrinology at (2006) Childrens Hospital, . Insulin pump therapy delivers insulin in patterns similar to how the human body delivers insulin. This decreases the risk of severe hypoglycemic events, and allowing patients the flexibility to lead more active, normal lives. (2006). The findings presented in this report are based on telephone interviews among 201 primary care physicians and 200 endocrinologists treating patients with type 1 DM. All primary care physicians are treating at least five patients with type 1 DM. 106 adult type 1 patients were seeing an endocrinologist and 133 parents of juvenile type 1 DM patients are treated by endocrinologist, the clients used three or more daily insulin injections to manage their diabetes during the said survey. Pancreas transplants and kidney transplants are options for people with type 1 DM (, 2002). Since the 1970s, doctors have performed pancreas transplants along with kidney transplants in hopes of halting or reversing the complications of diabetes. In Type 2 DM, treatment is usually focused on weight-reduction, then to diet and drugs. It is aimed at alleviating symptoms, reducing blood glucose levels, and, where possible, preventing complications. Hypoglycemic or anti-diabetic agents are used only in type 2 DM treatment. Four general classes of drugs work in different ways to lower blood sugar (,2002). Oral medications must be taken regularly every day for best results. Dosages may vary if blood sugar (BS) is running too high or too low. Many of these drugs can be used in combination with one another, but any change in their use should be done only at the direction of a health professional. Extreme caution is required when treating elderly people with oral hypoglycemic agents (sulphonylureas and insulin therapy) in order to avoid any complication of hypoglycemia (2007). People with type 2 DM may require insulin in the short term in times of illness or during surgical intervention.
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These pharmacological methods are proven beneficial to patients in treating their diabetes, however, it is important to note that diabetes is a life-long disease , it is not enough to take certain medications to halt the progression of different complications. Non-medical management may be of help in treating both type 1 and type 2 DM. Weightreduction by means of diet and exercise is one of the means to control blood sugar levels. For individuals with diabetes, the type and duration of exercise can have a big effect on blood sugar responses during the activity (2002). Activities lasting less than two minutes (e.g., sprinting, power-lifting) are anaerobic in nature and fueled primarily by phosphates stored in skeletal muscle (ATP and creating phosphate) and by carbohydrates (mainly stored muscle glycogen). The intensity of exercise and the training level of the individual also affect the combination and proportions of fuels used for an activity (, 2000).

Risks for Diabetes:

Individuals with parents or siblings with diabetes People over the age of 45 People who are overweight People who do not exercise regularly People with low HDL cholesterol or high triglycerides Certain racial and ethnic groups (African Americans, Latinos, Asians and Native Americans)

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Diabetic counselor Those who have completed their bachelors degree in nutrition and diet are recruited for this. They are given three months training on diabetic related diet procedures. Their role is history taking and educating the patient on the life style changes they need to make. They explain to the patient about insulin administration, diet guidelines, self monitoring of glucose and physical exercises. Since they do part of the consultants job, it saves the patients time and makes them efficient.

List of countries with the highest numbers of estimated cases of diabetes

for 2000 and 2030:
S.No Ranking diabetes (millions) 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. India 31.7 China 20.8 U.S. 17.7 Indonesia 8.4 Japan 6.8 Pakistan 5.2 Russia 4.6 Brazil 4.6 Italy 4.3 Bangladesh 3.2 2000 (millions) India 79.4 China 42.3 U.S. 30.3 Indonesia 21.3 Pakistan 13.9 Brazil 11.3 Bangladesh 11.1 Japan 8.9 Philippines 7.8 Egypt 6.7 2030 Country People with Country People with diabetes

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CHAPTER-III
RESEARCH METHODOLOGY

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3: RESEARCH METHODOLOGY

RESEARCH:
The system of collecting data for research projects is known as research methodology. The data may be collected for either theoretical or practical research for example management research may be strategically conceptualized along with operational planning methods and change Management.

Definition
The process used to collect information and data for the purpose of making business decisions. The methodology may include publication research, interviews, surveys and other research techniques, and could include both present and historical information.

3.1:

RESEARCH DESIGN
A research design encompasses the method and procedures employed to conduct

scientific research. The design of a study defines the study type (descriptive, correlation, semi-experimental, experimental, review, meta-analytic) and sub-type (e.g., descriptivelongitudinal case study), research question, hypotheses, independent and dependent variables, experimental design, and, if applicable, data collection methods and a statistical analysis plan.

Definition
A detailed outline of how an investigation will take place. A research design will typically include how data is to be collected, what instruments will be employed, how the instruments will be used and the intended means for analyzing data collected.

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There are two types of research design: Exploratory research design Descriptive research design

Descriptive Research Design Descriptive research is a fact finding investigation which is aimed at describing the characteristics of individual, situation or a group (or) describing the state of affairs as it exists of present. Hypothesis may be formed with the existing information...

3.2: DATA

COLLECTION METHODS

Primary Data Primary data refers to information gathered firsthand by the researcher for the specific purpose of the study. It is raw data without interpretation and represents the personal or official opinion or position. Primary sources are most authoritative since the information is not filtered or tampered. Data collection from diabetic patient can be made through interviews, and questionnaires. Secondary Data The information collected from the books and also from websites.

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SAMPLING DESIGN
SAMPLING TECHNIQUE The concept of sampling also plays an important role in the process of identifying; developing and understanding new market constructs that need to be investigated by the researcher. There are two types of sampling technique, probability sampling and nonprobability sampling. Here non-probability sampling was employed. However the type of non-probability sampling used is convenience sampling where in the samples are drawn at the convenience of the researcher. Convenience Sampling The respondents constituting the sample are selected from the universe on the basis of ease of access. It is constituted according to the convenience of the researcher and respondents. Sample Size: The sample size for the study undertaken was 52.

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3.3: STATISTICAL

TOOLS

Percentage Analysis Chi-square Analysis Percentage Analysis: Percentage analysis is often used in data presentation for they simplify numbers, reducing all of them to a 0 to 100 range. Through the use of percentages, the data are reduced in the standard form with base equal to 100 to which fact facilities relative comparisons.

PERCENTAGE ANALYSIS

No. of. Respondents Total Respondents

100

CHI-SQUARE: The researcher also had used the chi-square test to analyze the data collected from the respondents. While analyzing the data the chi-square tables were framed and the relevant calculated values. The calculated values were compared with the table value to ascertain the levels of significance of the customers are accomplished. Based on the inferences the researches have presented extensive discussions on each of the factor analyzed.

CHI-SQUARE TEST:

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3.4: LIMITATIONS OF THE STUDY:

Convincing the respondents was one of the main problems. To analyze the study, the time duration is not quite enough. Hence the research was done only in particular area. The information gathered may not be correct or sufficient. While survey most of the diabetic centre was not allowed to take survey to their patients. Many respondents are not interested to say their personal details. Most of the respondents are illiterate.

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CHAPTER-IV
DATA ANALYSIS & INTERPRETATION

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PERCENTAGE ANALYSIS:
TABLE NO: 4.1: SHOWING THE GENDER CLASSIFICATION PARTICULARS Male Female Total NO.OF.RESPONDENTS PERCENTAGE % 32 20 52 61.54 38.46 100

CHART NO: 4.1: GENDER CLASSIFICATION

Gender

20 Male Female 32

Interpretation:
The above table and chart shows that 61.54% respondents are male and 38.46% respondents are female.

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TABLE NO: 4.2: SHOWING THE AGE OF THE RESPONDENTS

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

40-50 51-60 61-70 70 Above

21 16 9 6

40.39 30.77 17.30 11.54

CHART NO: 4.2: AGE OF THE RESPONDENTS

Age
25 21 20 16 15 10 5 0 40-50 51-60 61-70 70 Above 9 6 40-50 51-60 61-70 70 Above

Interpretation: The above table and chart shows 40.39%, 30.77%, 17.30%, and 11.54% are the age group of 40-50, 51-60, 61-70 and 70 above respondents respectively.

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TABLE NO: 4.3: YEARS OF SUFFERING DIABETES:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

0-2 years 2-3 years 3-5 years Above 5 years

10 18 16 8

19.23 34.62 30.77 15.38

CHART NO: 4.3: YEARS OF SUFFERING DIABETES

Years of suffering Diabetes

18 18 16 14 12 10 8 6 4 2 0 0-2 Years 2-3 Years 3-5 Years 5 Years Above 10 8 0-2 Years 2-3 Years 3-5 Years 5 Years Above 16

Interpretation: The above table and chart shows the years of suffering diabetes 19.23% are 0-2years, 34.62% are 2-3years, 30.77% are 3-5years, and 15.38% are above 5years respondent respectively.

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TABLE NO: 4.4: PREFERRED TO GO DIABETIC CENTRE:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

Friends Relatives Neighbors

15 26 11

28.85 50 21.15

CHART NO: 4.4: PREFERRED TO GO DIABETIC CENTRE:

Preferred to go Diabetic centre

30 25 20 15 10 5 0 Friends Relatives Neighbours 15 11 Friends Relatives Neighbours 26

Interpretation: The above table and chart shows the respondents of preference to go diabetic centre 28.85% are friends, 50% are relatives and 21.15% are neighbors respectively.

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TABLE NO: 4.5: MONTH FOR GOING DIABETIC CENTRE:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

3Months 6Months Below 3Months Above 6Months

12 18 11 11

23.08 34.62 21.15 21.15

Chart No: 4.5: MONTH FOR DIABETIC CENTRE:

Month for going Diabetic centre

20 18 16 14 12 10 8 6 4 2 0 3Months 6Months Below 3Months Above 6Months 12 18

11

11

3Months 6Months Below 3Months Above 6Months

Interpretation: The above table and chart shows the respondents for month of going diabetic centre 23.08% are going 3months, 34.62% are going 6months, 21.15% are going below 3months, and 21.15% are going above 6months respectively.
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TABLE NO: 4.6: SHOWING THE CONTROL MEASURES

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

By walking Doing Meditation Yoga Other Exercises

21 13 10 8

40.38 25 19.24 15.38

CHART NO: 4.6 SHOWING THE CONTROL MEASURES

Control Measures

25 20 15 10 5 0

21 13 10 8

By walking Doing Meditation Yoga

By walking

Other Exercise Doing Meditation Yoga Other Exercise

Interpretation: The above table and chart shows the respondents of taking control measures 40.38% are by walking, 25% are doing meditation, 19.24% doing yoga, and 15.38% doing other exercises respectively.
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TABLE NO: 4.7: SHOWING COUNSELING TO THEIR DIET:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

Yes No

37 15

71.15 28.85

CHART NO: 4.8: SHOWING COUNSELING TO THEIR DIET:

Counseling regards to your diet

40 35 30 25 20 15 10 5 0 Yes No 15 37 Yes No

Interpretation: The above table and charts shows respondents of counseling regards to their diet 71.15% said yes and 28.85% said no respectively.

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TABLE NO: 4.8: SHOWING THE TYPES OF COUNSELING:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

E-learning counseling Awareness counseling Diabetic counseling Other Exercises

14 14 12 12

26.92 26.92 23.08 23.08

CHART NO: 4.8: SHOWING THE TYPES OF COUNSELING:

Types of counseling

12

14

12 14

E-learning counseling

Awareness counseling

Diabetic counseling

Other Exercises

Interpretation: The above table and chart shows respondents of counseling getting in their diabetic centre, 26.92% are getting E-learning counseling, 26.92% are getting awareness counseling, 23.08% are getting diabetic counseling, and 23.08% are getting other exercises.
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TABLE NO: 4.9: SHOWING THE HOSPITALITY IN A DIABETIC CENTRE:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

Highly satisfied Satisfied Dissatisfied Highly dissatisfied

13 20 11 8

25 38.46 21.15 15.39

CHART NO: 4.9: SHOWING THE HOSPITALITY IN A DIABETIC CENTRE:

Hospitality in Diabetic centre

20 15 10 5 0 Highly satisfied Satisfied Dissatisfied Highly dissatisfied 13 11 8 20

Highly satisfied

Satisfied

Dissatisfied

Highly dissatisfied

Interpretation: The above table and chart show respondents of Hospitality in a diabetic centre 25% are said highly satisfied, 38.46% are said satisfied, 21.15% are said dissatisfied, and 15.39% are said highly dissatisfied.

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TABLE NO: 4.10: SHOWING THE GLUCOSE LEVEL OF THE PATIENT:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

0-100 101-200 201-300 301-500

17 12 14 9

32.69 23.08 26.92 17.31

CHART NO: 4.10: SHOWING THE GLUCOSE LEVEL OF THE PATIENT:

Glucose Level
300-600 9

201-300

14

0-100 101-200 201-300

101-200

12

300-600

0-100

17

10

12

14

16

18

Interpretation: The above table and chart shows respondents of the Glucose Level of Diabetic disease, 0-100 level said 32.69%, 101-200 level said 23.08%, 201-300 level said 26.92%, and 300-600 level said 17.31% respectively.
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TABLE NO: 4.11 SHOWING THE IMPROVEMENT IN THE TREATMENT:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

Yes No

41 11

78.85 21.15

CHART NO: 4.11: SHOWING THE IMPROVEMENT IN THE TREATMENT:

Improvement in Treatment

11

Yes No

41

Interpretation: The above table and chart shows respondents of the improvement level in the treatment, 78.85% said yes and 21.15% said no.

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TABLE NO: 4.12: SHOWING THE SATISFACTION LEVEL TOWARDS SERVICE:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

Highly satisfied Satisfied Dissatisfied Highly dissatisfied

9 26 12 5

17.3 50 23.08 9.62

CHART NO: 4.12: SHOWING THE SATISFACTION LEVEL TOWARDS SERVICE:

Satisfaction Level towards service

30 25 20 15 10 5 0 Highly satisfied Satisfied Dissatisfied 5 Highly satisfied 9 12 Satisfied Dissatisfied Highly dissatisfied 26

Highly dissatisfied

Interpretation: The above table and chart shows the respondents of satisfaction level towards the service 17.30% said highly satisfied, 50% said satisfied, 23.08% said dissatisfied, and 9.62% said highly dissatisfied.
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TABLE NO: 4.13: SHOWING THE TREATMENT COST:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

Very high High Low Very low

13 24 10 5

25 46.15 19.23 9.62

CHART NO: 4.13: SHOWING THE TREATMENT COST:

Treatment cost
25 20 15 10 5 0 Very high High Low Very low 13 10 5 Very high High Low Very low 24

Interpretation: The above table and chart shows treatment cost in the diabetic centre 25% said very high, 46.15% said high, 19.23% said low and 9.62% said very low cost respondents respectively.

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TABLE NO: 4.14: SHOWING THE TREATMENT FROM THE INITIAL STAGE:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

Best Better Good poor

16 15 10 11

30.77 28.85 19.23 21.15

CHART NO: 4.14: SHOWING THE TREATMENT FROM THE INITIAL STAGE:

Treatment from the Initial stage

20 15 10 5 0

16

15 10 11 Best Better Good

Best

Poor Better Good Poor

Interpretation: The above table and chart shows respondents of treatment or results from the initial stage regarding diabetic disease 30.77% said best, 28.85% said better, 19.23% said good and 21.15% said poor in the treatment respectively.

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TABLE NO: 4.15: SHOWINGTHE LEVEL OF HYGIENIC AND SAFETY:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

Highly hygienic Moderately hygienic Lowly hygienic No comments

13 21 9 9

25 40.38 17.31 17.31

CHART NO: 4.15: SHOWINGTHE LEVEL OF HYGIENIC AND SAFETY:

Level of hygienic and safety

9

No comments

Lowly hygienic

Highly hygienic Moderately hygienic

Moderately hygienic

21

Lowly hygienic No comments

Highly hygienic 0 5 10

13

15

20

25

Interpretation: The above table and shows respondents of level of hygienic and safety, 25% said highly hygienic, 40.38% said moderately hygienic, 17.31% said lowly hygienic and 17.31% said no comments respectively.
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TABLE NO: 4.16: SHOWING THE AGREE LEVEL TOWARDS DOCTORS IS WELL EFFICIENT WHILE OPERATING THE PATIENT:
PARTICULARS NO.OF.RESPONDENTS PERCENTAGE %

Highly agree Agree Disagree Highly disagree

11 22 13 6

21.15 42.31 25 11.54

CHART NO: 4.16: SHOWING THE AGREE LEVEL TOWARDS DOCTORS IS WELL EFFICIENT WHILE OPERATING THE PATIENT:

Agree level towards the treatment

25 22 20 15 11 10 5 0 Highly agree Agree Disagree 6 13 Highly agree Agree Disagree Highly disagree

Highly disagree

Interpretation: The above table and chart shows respondents of agree level towards the treatment 21.15% said highly agree, 42.31% said agree,25% said disagree and 11.54% highly disagree respectively.
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TABLE NO: 4.17: SHOWING THE ADEQUATE SPACE IN A DIABETIC CENTRE:

PARTICULARS NO.OF.RESPONDENTS PERCENTAGE %

Highly agree Agree Disagree Highly disagree

19 18 8 7

36.54 34.62 15.38 13.46

CHART NO: 4.17: SHOWING THE ADEQUATE SPACE IN A DIABETIC CENTRE:

Adequate space in a Diabetic centre

20 18 16 14 12 10 8 8 7 6 4 2 0 Highly agree Agree Disagree Highly disagree Adequate space in a Diabetic centre 19 18

Interpretation: The above table and chart shows respondents of adequate space in the diabetic centre 36.54% said highly agree, 34.62% said agree, 15.38% said disagree and 13.46% said highly disagree respectively.
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TABLE NO: 4.18: SHOWING THE SATISFACTION LEVEL TOWARDS LAB FACLITY:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

Highly satisfied Satisfied Highly dissatisfied dissatisfied

5 26 8 13

9.62 50 15.38 25

CHART NO: 4.18: SHOWING THE SATISFACTION LEVEL TOWARDS LAB FACLITY:

Satisfaction of Lab facility

30 26 25 20 Highly satisfied 15 10 5 5 0 Highly satisfied Satisfied Highly dissatisfied Dissatisfied 8 13 Satisfied Highly dissatisfied Dissatisfied

Interpretation: The above table and chart shows respondents of satisfaction towards the lab facility 9.62% said highly satisfied, 50% said satisfied, 15.38% said highly dissatisfied and 25% said dissatisfied respectively.

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TABLE NO: 4.19: SHOWING THE LAB RESULT ON TIME:

PARTICULARS

NO.OF.RESPONDENTS

PERCENTAGE %

Yes No

30 22

57.7 42.3

CHART NO: 4.19: SHOWING THE LAB RESULT ON TIME:

Getting lab result on time

22

30

Yes No

Interpretation: The above table and chart shows respondents of getting lab result on time: 57.7% said yes and 42.3% said no respectively.

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CHI-SQUARE ANALYSIS:
Table no:4.20 The table shows that relationship between age of the respondents and their hospitality in their diabetic centre.
HOSPITALITY\ AGE 40-50 51-60 61-70 Above 71 7 3 2 1 13 9 7 2 2 20 3 3 3 2 11 2 3 2 1 8 21 16 9 6 82 1 2 3 4 Total

Hypothesis: Null Hypothesis (Ho): There is no significance difference between the age level of the patient and hospitality in the diabetic centre. Alternative Hypothesis (H1): There is a significance difference between the age level of the patient and hospitality in the diabetic centre.
Degrees of freedom =(r-1)*(c-1) =(4-1)*(4-1) Level of significance is 1%=0.01

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Solution: OBSERVED FREQUENCY (Oi) EXPECTED FREQUENCY (Ei) (Oi-Ei) (Oi-Ei) ^2 (Oi-Ei)^2 Ei

7 9 3 2 3 7 3 3 2 2 3 2 1 2 2 1 total

5.25 8.08 4.44 3.23 4 6.15 3.38 2.46 2.25 3.46 1.90 1.38 1.5 2.31 1.27 0.92

1.75 0.92 -1.44 -1.23 -1 0.85 -0.38 0.54 -0.25 -1.46 1.11 0.62 -0.5 -0.31 0.73 0.08

3.06 o.85 2.07 1.51 1 0.72 0.14 0.29 0.06 2.13 1.23 0.38 0.25 0.09 0.53 0.06

0.58 0.10 0.46 0.47 0.25 0.12 0.04 0.12 0.03 0.62 0.65 0.28 0.17 0.04 0.42 0.006 E (Oi-Ei) ^2 Ei =4.356

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CHI-SQUARE TEST:

=4.356//

Therefore; Calculated value of chi-square=4.356 Table value of chi-square =21.67 The calculated value is less than the table value of X2 So we accept the null hypothesis H0

Inference:

Hence the calculated value of chi-square=4.356 is less than the table value of chisquare=21.67, so we accept the null hypothesis (H0) and reject the alternative hypothesis (H1). So there is no significant difference between the age level of the patient and hospitality in the diabetic centre.

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CHAPTER-V
FINDINGS, SUGGESSTION & CONCLUSION

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5.1: FINDINGS: The study found that 61.54% respondents are male and 38.46% are female. The study found that 40.39%, 30.77%, 17.30%, 11.52% are the age group of 4050, 51-60, 61-70, and 70above respectively. The study found that 19.23% are 0-2years, 34.62% are 2-3years, 30.77% are 35years and 15.38% are 5years above suffering from diabetes respectively. The study found that preferred to go diabetic centre 28.85% respondents are said friends, 50% are said relatives, 21.15% are said neighbors. The study found that 23.08% of respondents are going for 3months for the diabetic treatment, 34.62% are said 6months, 21.15% are said below 3months, and 21.15% are said above 6months. The study found that respondents for taking control measures 40.38% are said by walking, 25% are doing meditation, 19.24% are yoga, and 15.38% are doing other exercises. The study found that respondents for counseling to their diet given in their diabetic centre 71.15% are said yes and 28.85% are said no respectively. The study found that types of counseling 26.92% are getting e-learning, 26.92% are getting awareness counseling, 23.08% are said diabetic counseling and 23.08% are said other exercises. The study found that hospitality in the diabetic centre 25% respondents are said highly satisfied, 38.46% are said satisfied, 21.15% are said dissatisfied, and 15.39% are said dissatisfied. The study found that Glucose Level of the patient 32.69% respondents are said 0100, 23.08% are said 101-200, 26.92% are 201-300, and 17.31% are 301-500 level. The study found that respondents want to improvement in the diabetic treatment 78.85% are said yes, and 21.15% are said no respectively.

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 The study found that satisfaction level towards the services 17.30% are said highly satisfied, 50% are said satisfied, 23.08% are said dissatisfied, and 9.62% are said highly dissatisfied. The study found that amount charged to their treatment 25% respondents are said very high, 46.15% are said high, 19.23% are said low, and 9.62% very low. The study found that effectiveness in the treatment from the initial stage 30.77% respondents are said best, 28.85% are said better, 19.23% are said good, and 21.15% are said poor. The study found that level of hygienic and safety in the diabetic centre 25% respondents said highly hygienic, 40.38% are said moderately hygienic, 17.31 are said lowly hygienic, and 17.31 are said lowly hygienic. The study found that agree level towards doctors are well efficient while operating the patient 21.15% are said highly agree, 42.31% are said agree, 25% are said disagree, and 11.54% are said highly disagree. The study found that adequate space in the diabetic centre 36.54% respondents are said highly agree, 34.62% are said agree, 15.38% are said disagree, and 13.46% are said highly disagree. The study found that satisfaction level towards the lab facility 9.62% respondents are said highly satisfied, 50% are said satisfied, 15.38% are said highly dissatisfied, and 25% are said satisfied. The study found that getting lab result on time 57.7% respondents are said yes, and 42.3% are said no respectively.

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5.2: SUGGESSTION:

The patient chooses the best diabetic centre which gives them better treatment.

The hospital or a diabetic centre should create awareness program about the diabetics.

Customer should analyze thoroughly before going for any diabetic centre.

Through finding we may see that 40-50 age group of people was affected in diabetic disease more when compare other age groups, so they should be diet conscious.

Patient who affected diabetes should take regular exercises and other meditations.

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5.3: Conclusion:

Based on our findings, most of the patients (71.15%) feels that the treatment cost is high and they expect the treatment cost on diabetic centre to be moderate. Enormous patients (78.85%) had expressed that they had felt improvement in the treatment. Diet counseling is advised for 37 patients among the 52 which contributes almost 71.15%. Most of the patients try to control their glucose level by walking (21 patients), next to walking more patients try to control by meditation as 13 patients responded that they had got successful result by meditation. Majority of the respondents of the diabetic centre in which we have conducted survey has responded that they are satisfied with the diabetic centre for their treatments.

Thus the patients expects the diabetic centre should be Moderate cost. Hygienic environment Skilful doctors Friendly counseling

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CHAPTER
VI
BIBLIOGRAPHY & ANNEXURE

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BIBLIOGRAPHY:

Website: Business Dictionary.com Management Paradise.com Mbaofficial.com

Search Engine: Google Yahoo Amazon

Journals: Business today Management style

Books:

Research methodology- Kothari Statistics for management- Pearson education (1996)

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ANNEXURE:

Jeppiaar Maamallan Institute of Technology

Department of Management Studies A survey conducted for a Customer Service Expectation in a Diabetic centre
QUESTIONNAIRE: 1. Gender: 2. Age Male 40-50 Female 51-60 61-70 71 Above

3. How long you are suffering from Diabetics? 0-2years 2-3years 3-5years 5years above

4. Who preferred you to go Diabetic C-entre? Friends Relatives Neighbors

5. How long do you continue in going for Diabetic centre? 3months 6months below 3months above 6months

6. What are the control measures that you are taken to reduce your Glucose Level? By walking Doing Meditation yoga other Exercises

7. Is they give any counseling regards to your Diet? Yes No

8. What type of counseling you are getting in your Diabetic centre? E-learning counseling Others specify 9. How is the Hospitality in your Diabetic centre? Highly Satisfied
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Awareness counseling

Diabetic counseling

Satisfied

Dissatisfied

Highly Dissatisfied

10. What is your current Glucose Level? 0-500 501-600 601-700 700 Above

11. Do you want to improve the Treatment given in your Diabetic centre? Yes No

12. What is your satisfaction level of service provided by the Diabetic centre? Highly satisfied Satisfied Dissatisfied Highly Dissatisfied

13. What is the amount charged for the Treatment? Very High High Low Very Low

14. How effective is the treatment for you from the initial stage in the Diabetic centre? Best Better Good Poor

15. What is the level of hygienic & safety measure taken in your Diabetic centre environment? Highly hygienic No comments moderately hygienic Lowly hygienic

16. Does the doctors are well efficient and experienced in operating a Diabetic Patient? Highly agree Agree Disagree Highly disagree

17. Is that Diabetic centre having adequate space? Highly agree Agree Disagree Highly disagree

18. Are you satisfied with the lab facilities? Highly satisfied satisfied highly dissatisfied dissatisfied

19. Are you getting the lab result on time? YES NO

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