SERVICES MARKETING

Project report on Healthcare industry

SUBMITTED TO: PROF. SHIRSHENDU GANGULI

SUBMITTED BY:

Group 3
Sanya Baheti(17F134)
Sinjinee Chatterjee(17F139)
Sohum Kumar(17F141)
Sumana Reddy Gaddam(17F145)
Suvrajit Pal(17F146)
Tanmaya Tewari(17F147)
Tuman Poddar(17F148)

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 Table of contents

1. Executive Summary
2. Problem Definition
a. Background to the Problem
b. Statement of the Problem
3. Approach to the Problem
4. Research Design
a. Exploratory Research
(i) Secondary Data
(ii) Primary Data
b. Descriptive Research
(i) Information Needs
(ii) Data collected from secondary sources
(iii) Data collected from primary sources
(iv) Scaling Techniques
(v) Questionnaire development & Pre-testing
(vi) Sampling techniques
(vii) Fieldwork
5. Data Analysis
a. Methodology
b. Analysis
(i) Factor Analysis
(ii) Regression Analysis
6. Conclusion & Recommendations

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Executive Summary

A hospital is a health care place which provides treatment of patients with medical equipment
with the help of medical and nursing staff. In the daily hustle of life, one needs to keep a
track of his heath. People end up compromising on their work life balance to achieve greater
professional results. Some of them end up suffering from a long term disease whose impact is
evident slowly yet effectively. Therefore, Hospital and other health care institutions play a
very important role in the lifestyle of human beings. Our current services marketing project
aims to identify and segment the customer groups based on their loyalty and satisfaction level
they had during their previous visits to various hospitals.
The main objective of our project was to segregate the customers and identify about the
various characteristics of the customer groups depending on the services provided by the
healthcare sector. We have tried to estimate the impact of different parameters such as
affordability to a particular hospital, expenditures during the course of operation, safety and
hygiene factors in terms of rooms and instruments, presence of well-stocked pharmacies and
other amenities offered by the hospital. Peer to Peer interaction and advice from the doctors
for getting operated at a particular hospital also played a vital role in choosing the hospital.
We also tried to estimate the loyalty factor for the hospitals amongst various segments of
patients. If the patient is satisfied by the services provided to the same hospital, there are high
chances of him recommending the same hospital to his/her family member.

Once we gathered sizeable information from a vast audience after conducting group
discussions and interviews, we conducted statistical tests to analyse the customer behaviour
under various circumstances. The different types of statistical tests we used during our course
of study was Factor Analysis and Regression Tests. We also studied how interdependent
these particular variables were on each other. A detailed study based on such parameters
helped us in identifying the various factors on which the customer behaviour was dependent.
We came out with 4 types of factors namely Services Provided, Services Experience,
Employees and Infrastructure at the end of our analysis. Each factor had more than 3 items
within itself which helped us deriving the name for the factor.

The net result of the tests conducted by SPSS was crisp and clear. The Loyalty and
Satisfaction Level of Customers was dependent on the items under the factor of Services
provided and Services Experienced. Since, Employees and Infrastructure are the types of
factors which can be easily imitated, the customers do not base their decision on such factors.

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Introduction

Overview: Health plays an integral part since inception of mankind. Ever since globalization
and advent of internet the world has made this more connected from the past decade. In the
surge of people increasingly using technology, interested in travelling, the healthcare industry
is not untouched. India still lacks in implementing quality health care practises when
compared around the world. The current study has tried to acknowledge various touch points
for healthcare industries and what all parameters impact the decision making in healthcare
industry.

Importance of Study

India ranks at 145 out of 195 countries in terms of healthcare quality. It currently ranks lower
than the neighbouring countries like Bangladesh. This speaks volumes about the state of
healthcare industry in India. In the recent survey, it has scored more points on healthcare
access and quality in the recent survey. India also has a large number of population living
below poverty line therefore medicines and healthcare facilities need to be provided at a
subsidized rate. With the changing lifestyle and increase in the number of patients across
India the quality of healthcare services needs to be revamped. The current study would tap
into the minds of the people/patients and identify the reasons behind their choice of hospitals.
We asked them a series of questions pertaining to the topic of discussion. The analysis of
transcripts allowed us to profile these participants based on their visits to the types of
hospitals.

Approach to the Problem

The study was conducted in two phases. Namely, the exploratory phase and descriptive
phase. The exploratory phase included qualitative data, collected through series of Focused
Group Discussions and In-Depth Interviews. The output of the exploratory phase was used to
formulate the questionnaire for the descriptive phase, which is the quantitative analysis. Post
the survey data collection tests like Factor Analysis and Regression were carried out to gain
insights into the data obtained. The results of these tests would help us identify the causes of
customer satisfaction and loyalty for healthcare services and also enable us to provide
relevant recommendations.

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Research Design
I. Exploratory Research

We adopted the exploratory research design to get a better understanding of the problem.
Thus, priorities can be established, and the final research design could be improved upon. It
provided the opportunity to include various aspects across demographics. Under exploratory
research we have used primary as well as secondary research techniques.

 Secondary Data

Secondary research was carried out by procuring information from various means such as
research papers, articles and various reviews generated about the healthcare services in India.
Some of the Research papers and articles consulted were as follows:

 “Factors affecting patient satisfaction and healthcare quality”, Aditi Naidu, ICFAI
business School, India
 “Factors affecting In-patient Satisfaction in Hospital - A Case Study”, Yogesh P
Pai, Gaurav Ravi and Satyanarayana Chary, Telangana University, Nizamabad
 “Quality Of Health Care In India: Challenges, Priorities, And The Road Ahead”,
Manoj Mohanan, Katherine Hay and Nachiket Mor

Secondary research gave us value inputs on the factors affecting the satisfaction and loyalty
of the patients for a hospital or healthcare service provider.

 Primary Data

Not all individuals experience the healthcare facilities evenly. The healthcare facilities
provided in India vary across geographies, types of hospitals, price segment, consumer
spending, services provided, etc. Thus, individuals availing different facilities will have
different views for the same hospital or service. To capture this and how it affects the
satisfaction and loyalty of the patient towards a hospital, primary data was collected and
analysed. We conducted three FGDs and two In-depth Interviews. These gave us insights into
formulation of a questionnaire. Thus, a survey was floated amongst friends and relatives to
capture insights on their opinion about healthcare services in India.

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Techniques used

FGD was done in a non-structured way to facilitate an unbiased discussion so that

respondents provide with accurate insights. The In-depth interviews were done using
techniques including laddering and association techniques

I. Descriptive Research

Post the exploratory phase of the study, the research objectives and hypotheses for the
descriptive stage were established. The further tests and analysis would be then done to test
the following research objective:

"To understand the factors influencing consumer satisfaction and loyalty towards a
particular healthcare service provider in India"

Information Needs

To successfully conduct the research, we required a minimum of 150 clean responses from
varied demography. We required responses across different demographics such as gender,
different income groups, age groups and lifestyle in order to cover all aspects of the
healthcare industry.

Data Collection from Secondary Sources

Relevant researches from online sources were referred to for a better understanding of the
facilities provided and its effect. Using insights from the secondary sources and the
exploratory research, the questionnaire for the descriptive phase was formulated. The studies
suggested several factors which helped us to focus our primary research. Underlying factors
such as facilities and services provided, equipment available, infrastructure, technology etc.
were discovered.

Data Collection from Primary Sources

Primary data was collected with a help of a structured questionnaire. 186 clean responses
were collected through online medium only. Age ranging from 18-65 years

The study included responses from home-makers, working professionals, self-employed and
students.

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Age of respondents:

1. 18-25
2. 25-35
3. 35-50
4. 50-85

Type of Hospitals visited:

1. Local Private Hospitals

2. Government Hospitals
3. Premium Hospitals (Fortis, Apollo)
4. Speciality Hospitals

Monthly expenditure on medication:

1. <1000
2. 1000-5000
3. 5000-10000
4. >10000

Occupation:
1. Student
2. Service
3. Business
4. Retired Person

Scaling Techniques

Scaling techniques used included both Non-comparative and Comparative scales. Interval
scale was used for questions regarding expenditure on medication. Nominal scale was used
for questions referring to occupation, gender and type of hospital visited. Further questions
were formulating using Non-comparative rating scales (Itemized Rating Scales) i.e. 7-point
Likert Scale.

Questionnaire Development and Pre-testing

The FGDs and In-depth Interviews conducted provided valuable insights for formulation of
questionnaire. Inputs were also taken from secondary research and exploratory research to
devise a well-rounded questionnaire. It was then pre-tested to ensure relevant responses. The
pilot study involved 10-15 individuals, based on these responses and feedback from the
respondents’ changes were made to the questionnaire. The questionnaire has been attached at

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the end of the report (refer to Exhibit no. 1). The questionnaire included on the following
factors:

 Competency of Doctors and supporting staff

 Cleanliness and Hygiene
 Ease of availing the treatment
 Behaviour of the staff
 Quality of facilities provided
 Efficiency of processes

Sampling Techniques

The sampling technique used for non-probabilistic, mainly convenience sampling. Due to
factors such as time constraints, availability of respondents, etc. convenience sampling was
used.

Factors identified after FGD and In-depth

Independent variables:
1: Employee
 Technical Expertise and Qualification of Doctors – A1
 Treatment by Interns- A2
 Quality of support staff- A3
 Behaviour of Staffs-A4

2: Experience
 Cleanliness of Hospital-B1
 Quality of Rooms-B2
 Quality of Food served to Patients-B3
 Safety and Hygiene-B4
 Long Waiting Time-B5
 Convenient locations of related Departments-B6
 Membership cards and discounts-B7

3: Infrastructure
 Presence of well stocked Pharmacy-C1

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  Facilities for Visitors (Café, Lounge, Parking)-C2
 Availability of Emergency Equipment and service (Oxygen Cylinders, Blood Bank,
ambulance, etc.)-C3

4: Technology
 Use of Modern equipment-D1
 Expensive Technology-D2

5: Process
 Ease of Registration-E1
 Appointment Scheduling-E2
 Quick and on time service for treatment-E3
 Payment-E4
 Medicine Dispensing-E5

Dependent Variable:
1. Loyalty-L
2. Satisfaction-S
[The coding for independent variable is given from A1-A4, B1-B7, C1-C3, D1-D2, and E1-E5
and for dependent variable L for Loyalty and S for Satisfaction. This is done for ease in
factor analysis in excel.]

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Analysis

Demographic Analysis:

Figure 1: Age of Respondents

The sampling technique we used for the research is convenient sampling .So, the majority of
our respondents are students.

Figure 2: Hospitals Visited By Respondents

Majority of the respondents visit local private hospital and premium hospital.

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Figure 3: Occupation Vs Hospitals Visited

From the above graph majority of the students visited local private hospitals and second
preference was premium hospitals. While the people who worked in service sector preferred
premium hospitals like Fortis, Apollo etc. Retired persons preferred speciality hospitals.

Figure 4: Age vs Hospital visited

From the above graph majority of the people in age group 20-30 visited local private
hospitals and premium hospitals.

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Factor Analysis:

We performed factor analysis on 21 different items correspond to service standards of health

care industry.

From the correlation matrix table we found there were many items whose value falls below
0.3. Hence they were considered as suspicious items. KMO value is 0.904 which is greater
than 0.5 implies that the responses given with the sample is adequate. Also, significance level
is 0.000 which implies correlation matrix is not an identity matrix. From Communality table
we understood that item A3 is not a unique item as compared to others. From Total Variance
table, we saw that 4 factors have Eigen value more than 1. From the cumulative e% value we
are interpreting that we are able to capture 57.70% variability through the data.

The idea of rotation is to reduce the number of factors on which the variables under
investigation have high loadings. From the table we can conclude the final component with
particular items.

Rotated Component Matrixa

Component
1 2 3 4
C1 .789
E4 .731
B7 .728
B6 .625
B3 .405
B5 -.436
E2 .568
E1 .530
B1 .782
B4 .743
B2 .722
A1 .387
E3 .571
C3 .621
A2 .754
A3 .716
A4 .553
C2 .408
E5 .460
D2 .763
D1 .624

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 Extraction Method: Principal Component Analysis.
Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 5 iterations.

We performed reliability test to create new factor. The statistics that results from a commonly
used reliability analysis is the Cronbach’s alpha coefficient. Usually when a collection of
items has a Cronbach’s alpha of 0.5-0.7, it is said to be moderately reliable and with alpha
value more than 0.7 are said to be highly reliable. We chose selective buckets by trial and
error method, we found our Cronbach alpha value to be good enough.

 After Factor analysis:

Factor Items Coding Possible Name

Factor 1  Presence of well stocked Pharmacy C1 Facilities
 Payment E4
 Membership cards and discounts B7
 Convenient locations of related B6
Departments
 Ease of Registration E1
 Appointment Scheduling E2
B3
 Quality of Food served to Patients
B5
 Long Waiting Time
Factor 2  Cleanliness of Hospital B1 Experience
 Safety and Hygiene B4
 Quality of Rooms B2
 Technical Expertise and Qualification of A1
Doctors
 Quick and on time service for treatment E3
 Availability of Emergency Equipment
and service (Oxygen Cylinders, Blood C3
Bank, ambulance, etc.)
Factor 3  Treatment by Interns A2 Employee
 Quality of support staff A3
 Behaviour of Staff A4
Factor 4  Facilities for Visitors (Café, Lounge, C2 Infrastructure
Parking)
 Use of Modern equipment D1
 Expensive Technology D2
 Medicine Dispensing E5

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Before factor analysis, we started with five factors named 1) Employee 2) Infrastructure 3)
Experience 4) Process and 5) Technology. After factor analysis we got four factors. The
name given to these factors are 1) Facilities 2) Experience 3) Employee and 4) Infrastructure.

Naming of Factors

1.) Service Facilities – The core service in healthcare is providing treatment to patients
with the help of support facilities as they also play a very important role in providing
the core service. These facilities such as ease of payment, appointment scheduling,
etc. help people in easy availing of the services provided by healthcare system. Some
items in this factors such as ease of appointment helps a patient to easily and quickly
avail services whereas long waiting time signifies more hassle for the patients in
availing the services thereby delaying the entire process of the healthcare provider.
Hence this factor is appropriately termed as Service Facilities.

2.) Service Experience – The items in this factors points to the experience faced by a
patient during treatment period. This includes availability of emergency stuffs such
as Oxygen cylinders etc. Also safety, cleanliness and hygiene are also important for
patients as any deviation from this might lead further complications for the patients.

3.) Employee – This factor basically specifies the behaviour and quality of support staffs
along with the treatment provided by interns. It signifies how much empathy that they
display towards their patients and how much out of their line of work they are willing
to go to help out their patients. Thus this factor deals with the employee related items
of a healthcare system and hence named as such.

4.) Infrastructure – This factor is named as such because the items in it highlights the
presence/absence of modern equipment’s equipped with latest technology such as
those needed for advanced treatment and detection of health problems and through this
one can determines how presence/absence of it affects patients and their treatments. It
also checks how presence of well stuffed medicine and its availability in times of need
affects customer perceptions about the healthcare provider. Lastly this factor also

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 covers the extra facilities and infrastructures available for near and dear ones of the
patients who usually accompany them.

SERVQUAL & 7P Mapping

Factors SERVQUAL 4I 7P Mapping

Dimension
Facilities Responsiveness Inconsistency Process, Promotion
& Tangibility & Inventory & Place
Experience Reliability Intangible, Inventory Process, People
& Responsiveness & Inseparability & Physical Evidence
Employee Assurance Intangibility Process & People
& Empathy & Inseparability
Infrastructure Tangibility Inventory Process, Product
& Inseparability & Physical Evidence

Facilities – The matched Servqual dimensions with this factor are Responsiveness and
Tangibility. Responsiveness is matched since services facilities measures how willingly and
quickly do service providers help their patients by providing services which eases the
process of availing the services promptly. Since these can be seen and measured hence it is
tangibles.

4I- The process like payment registration may cause inconsistency to the consumers and
inventory like food and member cards may cause inventory failure in the sector.

7P’s mapped to this are-

 Process – Well-defined process for the employees would help in ease of registration for
the patients, thereby reducing waiting time for the patients.
 Promotion – Through membership cards and discount options (cashback options) the
idea of promoting the services can be communicating effectively to the patients. It
would play a role in promotion of the healthcare system.
 Place – Here place refer to the different options available to sell their services which in
this case might be utilizing digital channels to pre book rooms or making the payment
through online channels thus also easing bookings for patients as they don’t have to
spend extra time to avail the same.

Experience – For this factor Reliability and Responsiveness are the Servqual dimensions to
measure service quality. Here providing quick on time service for its patient denotes

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responsiveness. Also Reliability here will measure how efficient and reliable are they in
providing emergency services and maintaining hygiene as promised by them to the patients.

4I- The experience a consumer gets during treatment is inseparable and factors like
cleanliness, etc. are intangible in nature. Inventory like emergency equipment are also
involved.

7P’s mapped to this are-

 Process – Improvising the Process of providing emergency services to the patients as

and when required.
 People – Here people denotes the employees who are discharging services to the
patients such as doctors and the employees who maintain cleanliness in hospital
premises. This leads to improving the overall quality of the hospital.
 Physical Evidence – Physical evidence in terms of experience that happens on
contact with doctors and staffs. As it can be measured in terms of the operation too.

Employee – The dimension’s measures this are Assurance and Empathy. Here Assurance
basically measures how knowledgeable the interns are in discharging their duties and it also
measures the courteousness of the support staffs towards the patients.

Empathy basically measures how willing are the staff and interns are in helping the patients
at any circumstances.

4I- As the people are involved in this it will be intangible and inseparable.

7P’s mapped to this are-

 Process – Process in terms of customer focus for the staff and interns
 People – People here refers to the staff and interns who interact with the patients. These
interactions sets an image in the minds of patients regarding their quality and behaviour.

Infrastructure – The only dimension used to measure this is Tangibility. This factor
basically deals with availability of Modern Equipment’s through latest technology and other
facilities provided for the patients mainly. These are thus tangible and its effectiveness in its
use can be measured. Hence Tangibility is used to measure Infrastructure factor.

4I-It basically serves the inseparability and Inventory in the process.

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7P’s mapped to this are-
 Process – Here process is referred to use of modern equipment’s for detection and
treatment. This P is used basically to make sure efficient processes are in place for effective
use of these equipment’s.
 Product – Product here refers to the machines and other infrastructures available for
carrying out effective treatment for patients and improving the experience of stay in
hospitals for their near ones who visit them.
 Physical Evidence – It refers to the experience that takes place because of the
updated equipment (used for treating rare diseases through the equipment) in place at
healthcare provider system (hospitals).

Regression Analysis

Research Objective

 Do 1) Facilities 2) Experience 3) Employee and 4) Infrastructure effect the

satisfaction in Healthcare Service Industry?
 Do 1) Facilities 2) Experience 3) Employee and 4) Infrastructure effect the Loyalty in
Healthcare Service Industry?
We tried to find out the relation between our dependent variable (Satisfaction and Loyalty)
and independent variable (4 factors) through Regression Analysis.

Satisfaction

Model Summaryb
Model R R Adjusted Std. Change Statistics
Square R Error of
Square the R F df1 df2 Sig. F
Estimate Square Change Change
Change
1 .452a .204 .187 1.07608 .204 11.619 4 181 .000
a. Predictors: (Constant), REGR factor score 4 for analysis 1, REGR factor score 3 for analysis
1, REGR factor score 2 for analysis 1, REGR factor score 1 for analysis 1
b. Dependent Variable: S

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Coefficientsa
Model Unstandardized Standardized t Sig.
Coefficients Coefficients

B Std. Beta
Error
1 (Constant) 5.629 .079 71.342 .000

REGR 1 .312 .079 .262 3.946 .000

REGR 2 .424 .079 .355 5.361 .000

REGR 3 .114 .079 .096 1.447 .150

REGR 4 .022 .079 .019 .280 .780

a. Dependent Variable: S

The R value represents the simple correlation and is 0.452 (the "R" Column), which indicates
a medium degree of correlation. The R2 value (the "R Square" column) indicates how much
of the total variation in the dependent variable, Satisfaction, can be explained by the
independent variables. In this case, 20.4% can be explained only.
The Coefficients table provides us with the necessary information to predict satisfaction from
the four factors we obtained, as well as determine which factor contributes statistically
significantly to the model (by looking at the "Sig." column). Furthermore, we can use the
values in the "B" column under the "Unstandardized Coefficients" column:

Satisfaction= 0.312 * Facilities + 0.424* Experience + 5.629

Loyalty:

Model Summaryb
Model R R Adjusted Std. Change Statistics
Square R Error of
Square the R F df1 df2 Sig. F
Estimate Square Change Change
Change
1 .516a .266 .250 .99372 .266 16.404 4 181 .000
a. Predictors: (Constant), REGR factor score 4 for analysis 1, REGR factor score 3 for analysis 1, REGR
factor score 2 for analysis 1, REGR factor score 1 for analysis 1
b. Dependent Variable: L

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Coefficientsa
Model Unstandardized Standardized t Sig.
Coefficients Coefficients

B Std. Beta
Error
1 (Constant) 5.694 .073 78.140 .000

REGR 1 .327 .073 .285 4.479 .000

REGR2 .487 .073 .424 6.662 .000
REGR 3 .079 .073 .069 1.085 .279
REGR 4 -.003 .073 -.003 -.045 .964
a. Dependent Variable: L

The R value represents the simple correlation and is 0.516 (the "R" Column), which indicates
a medium degree of correlation. The R2 value (the "R Square" column) indicates how much
of the total variation in the dependent variable, Satisfaction, can be explained by the
independent variables. In this case, 26.6% can be explained only.
The Coefficients table provides us with the necessary information to predict satisfaction from
the four factors we obtained, as well as determine which factor contributes statistically
significantly to the model (by looking at the "Sig." column). Furthermore, we can use the
values in the "B" column under the "Unstandardized Coefficients" column:

Satisfaction= 0.327 * Facilities + 0.487* Experience + 5.694

Managerial Implication:

From the regression we identified the satisfaction and Loyalty of Healthcare Industry depends
on the factors Facility and Experience. The probable reason for this could be that our
respondents who are mainly students give importance to the facilities before and during
treatment provided to them and also the experience they face during treatment in a healthcare
sector.

Most of our respondents who are students visit local private hospitals and or premium
hospitals. The factors like ease of registration and proper scheduling is important to them as

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students are often busy with different academic activities. So ease of booking through online
and prior booking will enhance the satisfaction to them. Long waiting arises due to the fact of
inefficiency of service providing timely. It is also noticed that students and working people
often prefer to visit healthcare sector where all the related departments are placed nearby. It
reduces the waiting and searching time. Therefore, a healthcare sector whose main targets are
students must focus on the increase in enhancement of proper registration and scheduling
process. The convenient arrangement of departments will also increase the service standard.

Membership Card and discounts given to customers enhance the satisfaction to students,
retired persons, etc. as this will help to save time and money both. A healthcare sector must
focus on these types of promotions to increase the service standards and customer
satisfaction. Membership cards also helps to enhance the Loyalty as customers are bound to
come back to the same hospital to get the additional benefits.

Other facilities like different payment mode and presence of well stocked medicine will
enhance both the satisfaction and loyalty. Nowadays different target segment like students,
working people and retired persons use different modes of payment. A student will prefer to
pay y debit card while working person may use credit cards and in case of retired person cash
or cheque may be convenient. So a hospital having different payment options automatically is
increasing their service standard and customer satisfaction. This will lead to loyalty as well.

During treatment it is very important to have on time service and assistance in emergency
case. To increase the service standard in a hospital management must focus on the efficiency
of the staffs and doctors so that responses can come immediately when required. Well
stocked and maintained products like blood bank, ambulance, glucose, oxygen cylinder, etc.
will definitely increase the service standard and customer satisfaction. The emergency cases
should be handled in apriority basis.

One of the important aspect during treatment is technical expertise and quality of doctors in a
hospital. The core service is the treatment. Satisfaction and loyalty of a patient will depend on
this factor. The management must employed doctors with experience and quality.

When a patient visits a local private hospital, premium hospital and specialty hospital they
look for the cleanliness of the hospital and the quality of room provided to them. Hygiene and
safety are other important aspects. A hospital must be cleaned as much as possible to enhance
the satisfaction. The rooms with good facilities like air condition, T.V., clean beds, etc.
enhances the customer satisfaction and loyalty. Proper hygiene should be maintained

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throughout like washing hands, separate clean clothes for the patients etc. Disposable
syringes, gloves, safe medicine, cleaned equipment will increase the service standard of the
hospital. These factors will increase the satisfaction and loyalty.

Other factors like employee and infrastructure did not appear as much importance because of
the respondents. The students do not care much about the treatment by interns or staff quality.
The core service is treatment and staffs are support facilities here. Infrastructure may have
importance to the retired person who often goes to specialty hospitals.

Recommendation and Conclusion

1. Management must focus on the proper channel of registration and scheduling

2. On time service and responsiveness will enhance the service standards
3. Cleanliness, safety, hygiene are the aspects to focus on

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