LIST OF FIGURES

Figure 1.Pie Chart depicting services of Medica……………………………………….10

Figure 2.Pie Chart depicting services at Orchid…………………………………………11

Figure 3.Pie Chart depicting services at Santevita……………………………………....12

Figure 4.Pie Chart depicting sources of Medica’s awareness…………………………...15

Figure 5.Pie Chart depicting sources of Orchid’s awareness………………………… 16

Figure 6.Pie Chart depicting sources of Santevita’s awareness………………………….17

Figure 7.Pie Chart depicting trust factor of customers on Medica, Orchid and

Santevita ………………………..20

Figure 8.Pie Chart depicting the assistance at Medica…………………………………..21

Figure 9.Pie Chart depicting the assistance at Orchid…………………………………..22

Figure 10.Pie Chart depicting the assistance at Santevita………………………………23

Figure 11.Bar Graph depicting the no. of switchers due to better service quality……...25

Figure 12.Bar Graph depicting the no. of switchers due to convenient location……….27

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 LIST OF TABLES

Table 1.Responses about services of Medica………………………………………….10

Table 2.Responses about sources of Medica’s awareness………………………………11

Table 3.Responses about the OPD services of Medica………………………………….15

Table 4.Responses about the IPD services of Medica………………………………….16

Table 5.Responses about the Customer services of Medica…………………………….17

Table 6.Responses on the trust factor of customers on Medica, orchid and santevita….27
 EXECUTIVE SUMMARY

The scope of this paper is to find out the “BRAND LOYALTY OF MEDICA” for the period of 20th

April to 3rd June 2017. It includes the satisfaction level of the patient party, are they fulfilled with the

services of medica or if they have any complains. On the basis of that I prepared a questionnaire and also

pie charts for better understanding.Three private hospitals have been taken for analyzing the brand loyalty

of Medica, Ranchi, they are Orchid hospital, Santevita hospital and Medica hospital. Private hospitals have

been taken for the research purpose as the customer base of private hospitals and government hospitals are
different due to the varying charges of the services and the doctors.