PROJECT REPORT

A STUDY ON THE CUSTOMER SERVICE QUALITY

WITH REFERENCE TO VAIDYAMADHAM VAIDYASALA
AND NURSING HOME
Submitted to
University of Calicut
In Partial fulfillment of the requirement for the degree of

BACHELOR OF BUSINESS ADMINISTRATION

Submitted by

ABDUL RASHEED. P.A

(Reg. No:DSANBBAR23)
Under the guidance of

Mr. SHARON THOMAS

(Lecturer, department of Management Studies)

Department of Management Studies

MAR DIONYSIUS COLLEGE
(Affiliated to Calicut University)

2013-2016
Department of Management Studies

MAR DIONYSIUS COLLEGE

PAZHANJI

CERTIFICATE
This is to certify that Mr. Abdul Rasheed. P.A is bonafide student of Bachelor of
Business Administration of the Department of Management Studies in Mar
Dionysius College Pazhanji and this is the Project Report entitled
customer service quality with

A study on the

reference to Vaidyamadham Vaidyasala and

nursing home is a genuine work done by him in partial fulfillment of the award of
degree of Bachelor of Business Administration of University of Calicut.

External Examiner

Prof. Raji. A.M

( HOD )

Prof. Sharon Thomas

(External Examiner)

DECLARATION

I, ABDUL RASHEED. P.A is a bonafide student of department of management

studies, Mar Dionysius college, Pazhanji. I would like to declare that this project
entitled

A study on the customer service quality with reference to

Vaidyamadham Vaidyasala and nursing home is a project work done by me under

the guidance of Mr. Sharon Thomas Department of Management Studies in partial
fulfillment for the award of the degree of Bachelor of Business Administration,
submitted to University of Calicut. This project is my genuine work and is not
submitted to the university by any other person in any other form.

Place : Pazhanji
Date:

Signature
ABDUL RASHEED. P.A

ACKNOWLEDGEMENT
I would like to express my sincere gratitude to all the people who were
involved, directly and indirectly in the successful completion of this project. First and
foremost let me sincerely thank Almighty for making me capable of completing my
project work successfully and on time.
Next I wish to express my hearty gratitude to our respected Principal Prof.
Baby Joseph for providing the permission in taking up this project work. I am
extremely thankful to Mr. Sharon Thomas for the active and patient support
forwarded to me in respect of his project. I am very grateful to Mrs. Raji. A.M
(HOD), project guide, for his continuous, valuable and timely motivation without
which the project would not have been efficiently completed.
I render my whole hearted thanks to all the other respected faculties of the
management department, librarian, and all other office staff for their assistance and
cooperation given to me in regard to this work.
My sincere gratitude towards all the staffs of Vaidyamadham Vaidysala &
Nursing Home for the cooperation they rendered throughout my project, Last but not
the least; I would like to thank my parents and friends for providing moral support
during the venture.

ABDUL RASHEED. P.A

CONTENT
No
1

Chapter
INTRODUCTION

Page
1-3

1.1 Introduction

1.2 Definition

1.3 Dimentions of quality

1.4 Measuring service quality

1.5 Measuring subjective elements of service quality 3

1.6 Measuring Objective elements of service quality

REVIEW OF LITERATURE

4-7

COMPANY PROFILE

8-16

RESEARCH METHODOLOGY

17-22

FINDINGS, SUGGESTION AND CONCLUSION 36-43

BIBLIOGRAPHY

44

CHAPTER I
INTRODUCTION

INTRODUCTION
Service quality is a comparison of expectation with performance. A business with high
service will meet customer needs wish list remaining economically competitive.
Improved service quality may increase economic competitiveness. This aim may be
achieved by understanding and improving operational process; identifying problems,
quality and systematically; establishing valid and reliable service performance
measures and measuring customer satisfaction and other performance customers.
Definition
From the view of business administration, service quality is an achievement in
customer service. It reflects at each service encounter , customer from service
expectation from past experiences, word of mount and advertisement. In general
customers compare perceived service with expected service in which if the former
falls short of the latter the customer are disappointed.
Dimentions of service quality
A customer expectation of a patients service is determined by factors such as
recommendations, personal needs and past experience. The expected service and
perceived service sometimes may not be equal thus leaving a gap . The service quality
model or the Gap Model developed by a group of authors Parasuraman, Zeithami
and Bery at taxas and North Carolina in 185, highlights the main requirements for
delivering high service quality. It identifies five gaps that cause unsuccessful delivery
customers generally have a tendency to compare the service they experience with the
service they expect. If the experience does not match with the expectation there arises
gap. Ten determaints may influence the appearance of a gap were described by
Parasuraman, Zeithami and Bery in the SERVQUAL model, reliability, responsiveness
competence, access, courtesy, security ,Later the determaints were reduced to five
tangibles, reliability, responsiveness, service assurance and empathy in, so called Rater
Model.

Measuring service Quality

Measuring service quality may be involve both subjective and objective process. In
both cases, it is often some aspect customers satisfaction which is being assessed.
However customer satisfaction on an indirect measure of service quality
Measuring subjective elements of service quality
Subjective process can be in charge to characterstics (assessed be the SERVQUAL
model) in incidents(assessed in critical incident theory) frequenz relevanz analyse a
German term. The most important and most used method with which to measure
subjective elements of service quality is the serqual method.
Measuring objective elements of service quality
Objective process may be subdivided into primary process and secondary process.
During primary process, Silent customers create test episodes of service or the service
episodes of normal customers are observed. In secondary process, quantifiable factors
such as numbers of customers complaints of returned goods are analysed in order to
make inference about service quality.

CHAPTER II
REVIEW OF LITERATURE

REVIEW OF LITERATURE

1 . Maiapon Rekha & Surya Rao, Expectation and perceptions of service quality
with special reference to life insurance corporation in Madurai district, Journal of
business studies and research , Vol-1, the present paper attempt to insurance is the best
form of fortification against risk that has been formulated by men. Since ite emergence
insurance has become an avoidable to entry aspect to entry aspect of human life from
disorders of building properties from house hold activities to multimillion doller
project.The insurance industry in India was opened up to private sector participation in
the year 2000. Because of the industry of private olayers in the insurance market.

2. Fulbug Singh and Davinder Kaur, service quality and customer satisfaction in
banks: Review Journal of social and management seience Vol XXXIX No. 2
Service sector is growing as an important sector in world economy. The complex
nature of service3 and their growing importance have made it necessary for firms to
deliver better service quality to satisfy their customer satisfaction is almost importance
for the growth and survival of financial institution. The present research paper is an
effort to explore the contributions made by various researches towards the
measurement of service quality of banks and its relationship with customer
satisfaction. The various studies conducted at national as well as international level
reveal that service quality is positively and strongly associated with customer
satisfaction and therefore, the bank should take necessary step to improve service
quality to deliver better customer service in order to keep the customer satisfied ans
retain them in long run.

3 . G Bharathi Kamath Measuring service quality (SERVQUAL)in banks Journal

of social and management science , vol XXXIX No.1. The present paper attempt to
satisfaction of the customer depends on the quality of service , Therefore ,measuring
customer satisfactionhelp the bank to understand the customer needs , and change the
strategy of the bank accordingly. The objective of the paper is to determine the crucial
factors which affect the customer satisfaction in banks. The methodology used in
survey model using structures questionnaire ti measure service quality. The data is
collected from 243 bank customers in Mangalore city. The SERVQUAL is measured
on five different dimention of tangibility, reliability,responsiveness, assurance and
empathy. The analysis of data show that SERVQUAL score for all 22 items under the
said five bear negative signs. It means that expectations are greater than performance,
this indicated that perceived quality is less than satisfactory and service quality gap
materializes.

4 . Neeraj Kaushik and Moniya Aggarwal(2010) service quality measurement in

health sector a study in hospital of Bhiwani-Keyees journal of science vol-2 No.2 .
The conceptualization and measurement of service quality perceptions in case of
indiance health sector have been one of the most debated topics in the service making
literature. The service quality scale developed was an attempt to measure the
perception of service quality. The present study attemted to analyse service quality
provided by hospital in Bhiwani(Hariyana) and the results demonstrates the usefulness
of the SERVQUAL approach as a measure of service quality.

5 . Vikas Gautham(2011) Service quality perceptions of customers about insurance

companies an empirical study India journal of marketing vol41 No.3
Objective of the study

To determine the perception of customers regarding the service quality in

insyrance companies
To determine to relevant diamensions of service quality.
Findings of study

Present study individual five dimension of the service quality perception namely
tangibility, reliability, responsiveness, assurance, empathy. The analysis of these
dimensions indentified that between public and private insurance companies, private
insurance company ICIC prudential has high tangibility interms of the employees
physical evidence and ambians. However public insurance LIC is the oldest company
but employees of ICIC prudential are comparatively more professional. In case of
ambiance , age in private insurance companies are spending more than public
insurance companies. There fore customers perceive it as quality tangible offer in case
of private insurance companies.

CHAPTER III
COMPANY PROFILE

COMPANY PROFILE
Vaidhya Madham

Vaidyamadham is one of the famous Ashtavaidya group of families in Kerala. As said

before, they are the only one family belonging to the Bharadwajeeya group. It is
believed that this family was brought here as Saala Vaidya by none other than the
famous Mezhathole Agnihothri who conducted 99 soma yagas to re-establish the
Vedic Karma and Yagnya Culture of our country. Saala vaidya is a special status
conferred on them who is responsible for health of the participants of yagnya.
Though authentic proof is not available, incidents illustrating the legendary skills of
the physicians of the family have come through generations. One such incident was
the birth of Pareekshith Thampuran, a noted scholar and one of the famous rulers of
Kerala. The delivery was so complicated that the chances of saving both the mother
and the child became most unlikely. The then physician of this family, who fortunately
arrived at the scene, decided to try his hands on the case. After obtaining consent from
the king, it is said that he selected some herbs from the palace courtyard, ground it to
make two types of medicines in paste form and applied one of them on one side of a
wooden board and the second on the other side. The attending midwife was
specifically instructed to expose one side of the board to the vagina of the queen till
the delivery was over and then reverse the board immediately as otherwise the whole
internal parts would come out resulting in the death of the queen. The child was
named Pareekshith owing to these extraordinary incidents related to his birth. (Here
,Pareeksha means a risky experiment.). It must be noted that no medicines were
applied externally nor taken internally. This incident illustrates the extra ordinary
powers of Ayurveda and the brilliant diagnostic skills of its practitioners

Ashtavaidyan Vaidyamadham Valiya Narayanan Namboodiri 1(1882 - 1959),

was a well known physician of the family, who is remembered by many, for his
astonishing diagnostic skills and simple and effective treatments. He was also an
expert in detecting Maranalakshana (the signs of death). He was a confident and
daring physician of his time, for he brought many complicated treatments back into

practice. One such treatment was Kutipraveshikam - a treatment to arrest the ageing
process. It is interesting to note that while extensive researches are still going on in
various medical disciplines all over the world to arrest the ageing process, here India
there already existed a system of medicine which had a successful approach to it and
physicians who practiced it. Nowadays people do not show much interest in this
treatment because of its duration. Siravedha (cutting of vein to let out impure blood)
was another rare process of treatment he brought into practice.
Late. Ashtavaidyan Vaidyamadham Cheriya Narayanan Namboodiri is his grandson
and studied Ayurveda in the gurukula style under the tutelage of his grandfather. It was
his grandfather who started the Vaidyamadham Vaidyasala & nursing home in 1912
shtavaidyan Vaidyamadham Valiya Narayanan Namboodiri 2 (1910-1988), was a
legendary figure in his life time . He was sometimes referred to as the most efficient
Ayurvedic physician so far born. Unlike his father he travelled extensively through the
length and breadth of the country to treat patients of chronic and complicated diseases,
to deliver lectures on Ayurveda and to partake in discussions and seminars pertaining
to the propagation of various treatment modalities cited in the Ayurveda texts. Due to
his extensive knowledge on various subjects like Sanskrit, Vedas, Mythology, ancient
Indian Culture and Classical arts etc., he was considered as a living encyclopedia.
Being a versatile genius he commanded high respect from every walk of life..
The last Kutipraveshikam in the history of Ayurveda was performed by him some
fifty years ago. Supervised by his father and assisted by his son, he performed
Kutipraveshikam for his friend and close companion, the late Poomully Vasudevan
Namboodiripad.He took up many a complicated case which other physicians dared not
and he displayed an intense passion while dealing with various cases. The honorary
title of VAIDYASHASTRA MAHODADHI was conferred on him by Sree Sree
Kanchikamakoti Matathipathi Sree Jayendra Saraswathi Swamikal, for his outstanding
contributions to Ayurveda.

NURSING HOME
The nursing home is set amidst peaceful sylvan surroundings. Engulfed by the
soothing foliage and medicinal plants, the nursing home is a haven for those seeking
mental and physical relaxation. The inpatient department of the nursing home started
functioning in 1978, initially with six rooms. This was gradually expanded 30
spacious rooms equipped with facilities for treatment, bathing and cooking. To
accomodate more patients five special rooms have been rented from the Trust.
Specially trained attendants take care of the nursing part. One relative or attendant is
allowed to stay with the patient. All types of treatments including Panchakarma are
done here in the traditional style.
The Clinical Treatments in Ayurveda serve an important role in curing diseases
especially of the chronic type. The treatments are generally divided into
two: SHODHANA (removal of adversely affected. doshas) & SHAMANA (curative).
Panchashodhanakarma or Panchakarma is the most prominent one in the former
group. Panchakarma treatments are not carried out on raw patients. This is because the
patient has to be conditioned to accept such serious treatments. These preliminary
treatments are called Snehasweda. Pizhichil or Thailadhara ( pouring of warm oil) and
Navarakizhi (massage with specially prepared kizhi made out of navara rice and
Kurunthotti kashaya etc) are the two major treatments in snehasweda. Snehapanam is
another type in this group. At the same time snehapanam is done as Shamanachikilsa
too in which after snehapanam, Virechana (medication for clearing bowels) or Vamana
(medication to vomit) are done after swedam (sweating of the body by exposing to
steam) as otherwise the cleansed doshas will dissolve into the dhathu (the basic
elements). Medication, generally are for curation (Shamana). Kashaya, Choorna ,
tablet etc are curative. Thakradhara ( Dhara is a treament in which medicated fluid is
poured on the forehead with out break while the body is being massaged) and

Thalapothichil (covering head with medicines well ground ) too are included in the
shamana group.
Panchakarma consists of five methods of purifying the body - Vasthi, (medicated
enema), Vamanam, (medication to make to vomit), Virechnam, (medication for
cleaning the bowels), Nasyam or Siro Virechanam, (insertion through nose) &
Rakthamoksham, (Letting of impure blood).

CHAPTER 4
RESEARCH METHODOLOGY

RESEARCH METHODOLOGY
INTRODUCTION:
Research methodology is a way to find out the given problem on a specific matter of
problem that is also refered as research problem. In methodology, research use
different critieria for solving searching the given research problem. Different sources
use different type of method for solving the problem. If we think about the word
Methodology , it is the way of searching the research problem. (Industrial Research
Institute , 2010) According to Godard and Melvlee 2004
According unanswered question or exploring which currently not exist is a research.
In research methodology, research tries to search the given question systematically in
our own way and find out all answers till conclusion. If research does not work
systematically on problem, then would be less possibility to find out the final result for
finding research questions, a research face lot of problems that can be3 effectively
resolved with using correct research methodology. The advanced learners dictionary of
current English lays down the meaning of research as a careful investigation or inquiry
especially through for a new fails in any branch of knowledge. Redmen & Mory(2009)
define research as a systematized effort to gain new knowledge.

Statement of problem
Defining problem in clean terms in very important to a research work or a project
work, when the problem got defined clearly. The research can do his/her work
successfully. Then aim of his study is detailed analysis of customer service quality of
Vaidhya Madam Vaidhya sala and Nursing home, Which is located ar Mezhathueur in
Palakkad district.

Objectives

 To find out the customer service quality provided by the Vaidhya Madam
Vaidhya sala and nursing home
To find out what basis people choose this hospital

Scope of the study

The study has a wide scope. The survey included all type of customers like patients
and inpatients of Vaidhya madam Vaidhya sala and nursing home. The survey includes
all the customers quality provided to customers at Vaidhya madam Vaidhya sala and
nursing home.

Sample Design:
Sample size 30 respondents

Sample technique- Random sampling technique

Statistical tool graph and diagram are used for analyzing

Data collection
Source of Data
In the process of data collection the research should keep in mind, Two type of data
that is primary and secondary data.
The source of data which is used to this both primary and secondary data. The primary
data is used as questionnaire and secondary sources are books and internet.

Limitations
The size of sample is too small
There is a chance to misinterpretation of questions
The period of study is very short

Distribution showing prefer Ayurvedic Treatment

opinion

No. of respondents

Percentage

No side effect

10

33%

Better than others

27%

Care for ever

20%

As traditional

20%

Less costly

Total

30

100

Reson to prefer Ayurvedic Treatment

20%

33%

20%

No side effect
Better than others
Care for ever
As traditional
Less costly

27%

Interpretation
It interprets that about 33% of customers prefer Ayurvedic Treatment because of no
side effect and 27% of as the reason of better than others, 20% think that Ayurvedic
Treatment is care for ever and 20% considered it as traditional.

Distribution showing get the information about the institution

Opinion

No of respondents

Percentage

Relatives
Friends
Colleagues
Media
Nearer to home
Total

13
8
3
2
4
30

43%
27%
10%
7%
13%
100%

50%
45% 0.43
40%
35%
30%

27%

25%

Relatives

Friends

Colleagues

Media

Nearer to home

20%
0.13
0.1
0.07

15%
10%
5%
0%

Relatives

Friends

Colleagues

Media

Nearer to home

Interpretation
From the above table we can interpret that 43% of customers getting information
about the institution from relatives 27% of customers from friends 10% of customers
from colleagues, 7% from media, and 13% from nearer to home

Distribution showing comfortable with the place, where the firm

is located
Opinion

No. of
respondents
25
5
30

Yes
No
Total

90

Percentage
83%
17%
100%

83

80
70
60
50

Yes
Column1

40
30

17

20
10
0

Yes

No

Interpretation
Table showing that 83% of customers comfortable with the place, Where the firm is
located and only 17% of customers are not comfortable with the place.

Distribution showing that the hospital personnel neat and

well dressed
Opinion

No. of
respondents
28
2
30

Yes
No
Total

100%

Percentage
93%
7%
100%

0.93

90%
80%
70%
60%

Yes
Column1

50%
40%
30%
20%

7%

10%
0%

Yes

No

Interpretation
Table showing that 93% of customers opinioned that hospital personnel neat and
well dressed and 7% of customers opined that it is not.

Distribution showing hospital environment clean and comfortable

Opinion

No. of
respondents
25
5
30

Yes
No
Total
1
90%

Percentage
83%
17%
100%

0.83

80%
70%
60%

Yes
No

50%
40%
30%
20%

17%

10%
0%

Yes

No

Interpretation
It influence that 83% customers are comfortable with the hospital environment and
only 17% customers are not comfortable with the hospital environment.

Distribution showing personnel consideration patients

beliefs and emotions
Opinion

No. of

Percentage

respondents
20
10
30

Yes
No
Total

67%
33%
100%

33%
Yes
No
67%

Interpretation
It interprets that 67% of customers opined that hospital personnel considering patients
beliefs and emotions. And 33% of customers opined personnel

not considering the

patients beliefs and emotions.

Distribution showing the hospital provide individual attention to

patients

Opinion

No. of

Percentage

respondents
26
4
30

Yes
No
Total

87%
13%
100%

100%
90%

0.87

80%
70%
60%

Yes
Column1

50%
40%
30%
20%

13%

10%
0%

Yes

No

Interpretation
It is to clarify that 87% customers are satisfied with the individual attention provided
by the hospital and only 13% are not satisfied. So the majority customers are satisfied
getting individual attention from hospital.

Distribution showing the round the clock services provided by the

hospital
Opinion
Yes
No

No. of
respondents
27
3

Percentage
90%
10%

Total

30

100%

10%
Yes
No

90%

Interpretation
In the above table shows that 90% of customers are satisfied with the round
clock services provided by the hospital and only10% of customers are not
satisfied with this.

Distribution showing services provided at specified time

Opinion
Yes
No
Total

No. of
respondents
29
1
30

Percentage
97%
3%
100%

120%
100%

0.97

80%

Yes
Column1

60%
40%
20%

3%
0%

Yes

No

Interpretation
In the above table shows that 97% of customers are getting services at specified
time and as 3% of customers opined that organization fails to provide service at
specified time.

Distribution showing the willingness of personnel to help patients.

Opinion

No of respondents

Percentage

Excellent
Very good
Good
Average
Bad
Total

10
8
8
4
30

33
27
27
13
100

35% 0.33
30%

27%
0.27

25%
20%
15%

0.13

10%
5%
0%

Excellent 0

Very good

Excellent
Average

Good

Very good
Bad

Average

Bad

Good

Interpretation
The above diagram represent that 33% of customers feels that personnel they are ready
to help patients in excellent manner 27% of customers feels they good,27% of
customers feel good 13% of customers feel that hospital personnel ready to help them.

Distribution showing polite and friendly encounter with patients by the

hospital

Opinion

No of respondents

Percentage

Excellent
Very good
Good
Average
Bad
Total

14
7
6
3
30

47
23
20
10
100

50% 0.47
45%
40%
35%
30%
25%
20%

23%
0.2

15%

0.1

10%
5%
0%

Excellent 0

Very good

Excellent
Average

Good

Very good
Bad

Average

Bad

Good

Interpretation
The above chart represent that 47% of customers opined that excellent,23% of
customers are opined very good, and 20% of customers opined good, about polite and
friendly encounter with patients provided by the firm.

Distribution showing the services and other procedures are

complicated
Opinion

No. of

Percentage

respondents
28
2
30

Yes
No
Total
100%

93
7
100%

0.93

90%
80%
70%
60%

Yes
Column1

50%
40%
30%
20%

7%

10%
0%

Yes

No

Interpretation
Above table shows that only 93% customers opined that service and other
procedures are complicated and 7% of customers opined that it is not
complicated they are satisfied with the service and other procedures.

Distribution showing opinion about physical facilities provided by the

firm

Opinion

No of respondents

Percentage

Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly satisfied
Total

12
9
7
2
30

40
30
23
7
100

7%
23%

40%

Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly satisfied

30%

Interpretation
In the above table shows that 40% of customers are highly satisfied, 30% of
customers are satisfied 23% neutral, and 7% of customers are dissatisfied with
the physical facilities provided by the firm and no one highly dissatisfied with
us.

Distribution showing customer satisfaction about service charges and

other expenses provided by the firm

Opinion

No of respondents

Percentage

Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
Total

11
10
8
1
30

97
33
27
3
100

40 37
35
30

33
27

25
20

Highly satisfied

15

Satisfied
Neutral

10
5
0

Dissatisfied

Highly dissatisfied
0

Interpretation
In the above table shows that 37% of customers are highly satisfied, 33% of customers
are satisfied 27% neutral, and 3% of customers are dissatisfied with the service charge
and other expense provided by the firm and no one is highly dissatisfied with this.

Distribution showing customer satisfaction about service charges and

other expenses provided by the firm

Opinion

No of respondents

Percentage

Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied
Total

15
9
5
1
30

50
30
17
3
100

60
50

50

40
30
20
10
0

30

Highly satisfied
Satisfied

17

Neutral
Dissatisfied
Highly dissatisfied

3
0

Interpretation
In the above table shows that 50% of customers are highly satisfied, 30% of customers
are satisfied 17% neutral, and 3% of customers are dissatisfied with the cost verses
quality of service and no one is highly dissatisfied with this.

Distribution showing Recommending the hospital to others

Opinion

No. of
respondents
29
1
30

Yes
No
Total

Percentage
97
3
100%

120%
100%

0.97

80%

Yes
Column1

60%
40%
20%

3%
0%

Yes

No

Interpretation
It is clear from the above table that 97% of customers recommending the
hospital to others and 3% of customers are not recommending hospital to others.

CHAPTER 5
FINDINGS, SUGGESTIONS
AND CONCLUSION

FINDINGS
Vaidhya Madham Vaidhya sala & Nursing home is one of the famous asta
vaidhya group of families in kerala. After Vaidhya Valiya Narayanan
Namboodiri is the founder of vaidhyasala
Most of the customers are preferring ayurvedic treatment because of it is
better tan others.
Most of the customers get information about the institution from
relatives.

 83% of customers are comfortable with the place, where the firm is
located.
93% of customers are opined that the hospital personnel neat & well
dressed.
83% of customers are opined that the hospital environment clean & well
dressed.
67% of customers are opined the hospital personnel comfortable that
patients beliefs and emotions.
Majority of the customers are satisfied with the round the clock services
and no one is highly satisfied with this.
Most of the customers opined that hospital provided services at a specific
time.
It is found that 33% most of customers feel excellent about the
willingness of personnel to help them.
47% of customers opined that excellent about the polite and friendly
encounter with the patients by hospital
Majority of the customers satisfied with the service and other procedures
and only 7% are dissatisfied with this.
40%of customers are highly satisfied with the physical facilities provided
by the firm.
37% of customers are highly satisfied with the service charges and other
expenses.
It is found that most of the customers highly satisfied with the cost verses
quality of services.
97% of customers recommended the hospital to others because of their
service quality is highly good.

SUGGESTIONS
1. Engaging nurses and front line staff, can help to improve quality in
hospitals
2. Reducing avoidable re-admission

3. Look at all complaints about the service, as an opportunity to

improve aim to resolve any complaint quality and efficiently.

CONCLUSION
The study on customer service quality was under taken in Vaidhya Madam Vaidhya
sala & Nursing home.
Customer service is the displine of producing the best possible solutions and support
to the valued customer being everyone. Great customer service with dedications to the
customers need before, during and after sale or service arrangement. Service quality is
the achievement in customer service.

The customers in hospital feels that they are getting higher level of service quality
which will heads to long existence of the organization.

APPENDIX

Questionnaire
Personal Data
Gender:
District:
(Tick the most preferable option)
1 .Why do you prefer Ayurvedic Treatment?
No side effect
As tradition

Better than others

Cure for ever

Less costly

2 . From where did you get the information about this institution?
Relative

Friends

Colleague

Media

Nearer to home

3 . Do you feel comfortable with the place where the firm is located?
Yes

No

4 . Is the hospital personnel neat and well dressed?

Yes

No

5 . Is the hospital personnel environment clean and comfortable?

Yes

No

6 . Is the hospital personnel considering patients belief and emotions?

Yes

No

7 . Does the hospital provide individual attention to patients?

Yes

No

8 .Are you satisfied with the round the clock a services?

Yes

No

9 . Is the service produced specified time?

Yes

No

10 .Willingness of hospital personal to help customers

Excellent

Very good

Good

Average

Bad

11 .Polite and friendly encounter of hospital personnel to the customers

Excellent

Very good

Good

Average

Bad

12 . Do you feel that the services and other procedures are completed?
Yes

No

13. What is your opinion about physical facilities provided by firm?

Highly satisfied

Satisfied

Neutral

Dissatisfied

Highly satisfied

14. Satisfaction of service chare and other expenses?

Highly satisfied

Satisfied

Neutral

Highly satisfied

15. Cost varses quality of services?

Dissatisfied

Highly satisfied

Satisfied

Neutral

Dissatisfied

Highly satisfied

16. Will you be recommending the hospital to others?

Yes

No

BIBLIOGRAPHY
Prospects of Vaidhyamadam
Website of Vaidhyamadam
Services marketing
Valarie A Zeithami
Mary Jo Bitner
Dwayne D Gremler
Ajay Pandit