analysis of service quality of private hospital in bangladesh

Analysis of Service Quality of Private

Hospital in Bangladesh

Analysis of Service Quality Of Private Hospitals In Bangladesh 1

To

Shahirar Akter

Department of Business Administration

East West University.

43 Mohakhali C/A

Dhaka-1212

Sir

We are very pleased to submit the assignment you have assigned us. This is final

part of our research project include the methodology of our research, results of our

findings, recommendations. After finishing the assignment, we think we have

gathered practical knowledge how to conduct research.

Thank you very much for giving us such kind of opportunity to enrich our

knowledge.

Thanking you

-------------------- -------------- ------------------------

Md. Nasimul Islam Ahmed Asif Md. Mahmud Hasan

2002-3-10-002 2002-3-10-017 2002-3-10-016

------------------------ --------------------------- ------------------------------

Ahasan Al Habib Md. Tariqul Islam Md. Nasimul Alam

2002-2-10-068 2002-3-10-031 1999-1-10-025


April 03, 2006

Names:

Md.Nasimul Islam,

Ahasan Al Habib,

Ahmed asif,

Md. Mhamud Hasan,

Md. Tariqual Islam and

Md. Nasimul Alam

Dear student

Letter of authorization

As part of your MKT-414 course you are requested to do a research project.

Collect and analyze the data and prepare a report on the topic. “Private Hospital

Service in Bangladesh”

Submit the report on or before April 13, 2006 and present it before the class.

Thank you

Sincerely

Shariar Akter

Senior Lecturer

Department of Business Administration

East West University


List of Tables

Name of the table Page number

Table1: Number of private hospital in Bangladesh 19

Table 2: carelessness of doctors in different private

hospitals

22

Table 3: Respondents of Depth interview 25

Table 4: Area of respondents 28

Table5: Gap score of dimension 37

Table of correlation among five dimensions 40

Table6:One Sample T-test for Reliability Dimension 49-53

Table7: One Sample T-test for Responsiveness

Dimension

54-56

Table8:One Sample T-test for Assurance Dimension 57-60

Table9:One Sample T-test for Empathy Dimension 61-64

Table10:One Sample T-test for Tangible Dimension 65-69

Table11: statistical analysis For Reliability dimension

71

Table12: statistical analysis For Responsiveness dimension

71

Table13: statistical analysis For Assurance dimension

71

Table14: statistical analysis For Empathy dimension

72

Table15: statistical analysis For Tangible dimension 72

Table16: descriptive statistic for reliability dimension 73

Table17: descriptive statistic for responsiveness dimension

73

Table18: descriptive statistic for Assurance dimension

74

Table19: descriptive statistic for Empathy dimension 74

Table20: descriptive statistic for Tangible dimension 75


List of Graphs

Name of the graph Page numbers

Graph of percentage of promises completed 49

Graph of Rate of showing Interest 50

Graph of For doing right service 51

Graph of For keeping promises 52

Graph of inform customer about service available 53

Graph of prompt service 54

Graph of willingness to provide services 55

Graph of respond to patients request 56

Graph of behavior of employees 57

Graph of feeling safe 58

Graph of employee’s courteous 59

Graph of employee know the answer 60

Graph of hospital’s attention to patients 61

Graph of individual employees attention towards

patients

62

Graph of best interest at heart towards employees 63

Graph of understanding specific needs 64

Graph of hospital’s modern looking 65

Graph of visually appealing of physical facilities 66

Graph of cleanliness of employees 67

Graph of visual affect of service materials 68

Graph of maintaining visiting hours 69


Table of content

Name of the topic Page numbers

Executive summary 7

Problem definition 8

Approach to the problem 8

Research design 9-26

Data analysis 26-27

Results 28-37

Limitations and caveats 38

Conclusion 39

Recommendations 40-41

Appendix 42-47

Exhibits 48-74


Executive summary

To prepare this quantitative research paper we have collected data from different primary

and secondary sources. And we have followed a sequential manner to prepare our

research paper. We have started our research paper with background analysis to find the

current situation of this sector. Then we identified the problem statement for this project

than the objectives of research both broad and specific then we developed the research

questions and based on that we developed some hypothesis for our research project. .later

that part we discuss the scope of research that means in which part of the country

research will be undertaken. And then we identify the sample size of our research project

and the technique that will be followed to collect the sample from sample elements. After

that we analyze the data that is collected from our respondents though out the different

part of DMC. For data analysis we used parametric method and based on the result of our

analysis we test our hypothesis and we made statistic decision and marketing

decision. .And finally we present the limitations that we have faced to conduct this

quantitative research project recommendation to improved this sector in Bangladesh. In

back ground analysis we mainly present the present status of private hospital in

Bangladesh, total number of private hospital though out the country and the concept of

private hospitals, and prospect of private hospitals. By improving the five dimensions of

service and than reliability of the hospitals should be improved by keeping the promises

with in certain time, by informing the patients when and where service will be given. And

improving the behavior of employees, and their knowledge to answer the patients query

will improved the assurance of the private hospitals and finally maintaining proper

visiting hours, visually appealing of service materials will increase the tangibles

dimension of private hospitals


Back ground of the problem:

About 80% people get their health service from private sector. Only 20% people get

health service from Govt. hospital. Although the government has the capacity to provide

60% service, they cannot do it just for the corruption and for inactive function of those

administrations. So there is need foe private hospitals to provide the better service to our

nation.

Problem statement:

Every research starts with a problem. For our project we should at first identify

problem. Based on that problem we can establish our further action to solve it. Our

problem statement is;

“Patients are not satisfied with the service of Private Hospitals in

Bangladesh”

Approach to the problem:

We approach to the problem by following a sequential manner. First analyze the

secondary data regarding the service quality of private hospitals in Bangladesh. Than we

discuss with the decision makers to know their opinion about this sectors, than we took

FGD and depth interview for this purpose. After analysis of all the aspect we approach to

our problem. Than we develop our problem statement and break it in to broad objective

and specific objective.


Problem Definition

Types of research design:

Research design explains the way research is conduct. As we conduct quantitative

research so it should be conclusive and under the conclusive design we mainly did causal

research. We test the hypothesis and find the difference whether it is positive or negative.

This outcome is conclusive and management can make their marketing decision based on

this research results.

Information needs:

As our research topic is “Private hospital service in Bangladesh”. To conduct this

research we need the information regarding the private hospitals in Bangladesh. We

collect those informations from the Directorate of Health Bangladesh. From there we

collect the information about the total number of Private Hospital operating in

Bangladesh, number of beds enrolled each of them, (see appendix-list of private

hospitals), what are the requirement to establish a private hospital (See appendix-

license). To gather information from people we conduct two FGD (Focus Group

Discussion) and Depth Interview with the expert of this health arena.


Research design

Literature Review means the analyzing of secondary data that we collect from various

sources. We have collected the secondary data from Internet, Library and other Research

Report.

Service is deeds, processes and performance. The service may include a final, tangible

report, web site and hosting and other service.

More elaborately service can be defined as, “ Service includes all economic activities

whose output is not a physical product or construction, is generally consumed at the time

it is produced, and provides added value in forms (such as convenience, amusement,

timeliness, comfort, or health) that are essentially intangible concerns of its first

purchaser.

(Service Marketing by VALARIE A. ZEITHAML AND MARY JO BITNER)

HOSPITAL: An institution that provides medical, surgical, or psychiatric care and

treatment for the sick or the injured. (Dictionary definition hospital - Yahoo!

Education.htm)

A hospital today is an institution for professional health care provided in part by

physicians and nurses.

(www.en.wikipedia.org/wiki/Hospitals)

A health facility where patients receive treatment

A medical institution where sick or injured people are given medical or surgical care

(WWW.HYPERDECTIONARY.COM)

Hospital, institution for the care of the sick, maintained by private endowment or public

funds or both. General hospitals minister to all types of illness, while special hospitals are

concerned with only one disease or group of diseases. Many hospitals are maintained

solely for the treatment of military personnel. Once a penthouse for the care of the

indigent and the friendless, with a quality of treatment and nursing from which few


http://WWW.HYPERDECTIONARY.COM/

emerged alive, the hospital has flourished with the progress of medicine and surgery.

Towards the end of the 19th century. Hospital care was revolutionized by the discovery

of anesthesia, improvement in sanitation, establishment of hospital nursing schools, and

other advances. Hospitals in large cities have become huge medical centers equipped not

only to treat the ill but also to further the education of the medical staff, train a nursing

staff, perform vital research into the cause and cure of disease, and help the patient with

convalescent and social problems. (Hospital - Facts from the Encyclopedia)

TYPES OF HOSPITALS IN BANGLADESH


health service from Govt. hospital. Although the government ahs the capacity to provide

60% service, they cannot do it just for the corruption and in active function of those

administration. (Source; Bangladesh health nutrition and population Evaluation)

There are mainly two types of hospitals that provide the service to the people of our

nation. They are public hospital and private hospital. Public hospital operate and control

by the government on the other hand private hospital is operate and control by a set of

selected people or by the owners of the organization. Those who fall out side the direct

control of Government (Bennett 1992). Private ownership generally includes both for

profit and non profit provider. For example private ownership would include health care

facilities owned by individual who seek to earn profit clinics and hospitals owned by the

private employers, and those operate by religious missions and other non government

organizations. Beside that

The vital part of private health service can be mentioned:

Doctor’s private chambers

Private clinic and nursing homes

Private diagnostics services

Private hospitals

Private medical college hospitals

NGO health service

Harbal & homeopath service


PRIVATE HOSPITAL IN BANGLADESH

Private Hospital and Clinic privately managed organization in which sick and injured

persons are given medical or surgical treatment. A clinic however, usually provides

treatments to non-resident patients. Traditionally healthcare has been an important

activity of the government since the British period and the trend continued after

Bangladesh was created in 1971. During the early 1990s Bangladesh firmly committed

itself to free market economy with the result that the healthcare sector slowly began to

attract greater attention of the private sector. At present, most of the country's hospitals

are in the government sector at different administrative tiers. All of the country's

government medical colleges have hospitals attached for teaching purpose, so also does

the country's single medical university, the Bangabandhu Sheikh Mujib Medical

University.

During the 1990s a class of healthcare clinics offering some hospital services began to

emerge. These in-patient clinics are described by various names: medical centre, nursing

home, hospital etc. These have some properties of a standard hospital, but these are of

relatively small size, usually with 10-50 beds and usually do not have the full range of

services offered in a standard hospital. Some of these clinics are of general type offering

a spectrum of services relating to treatment and general surgery. But a few are specialized

such as for eye treatment or for cardiovascular ailments. Such in-patient clinics are

mostly located in major cities of the country such as at the six divisional headquarters, 64

district headquarters and 461 Upazila headquarters.

The vast majority of such private clinics and certainly the best ones are located in the

capital city Dhaka; the number being disproportionately smaller compared to the

population size. Two factors may relate to this situation - firstly, the services may be

targeted at the upper middle class and secondly, the country being small in size,

prospective clients for such hospitals can easily come to the capital in a matter of hours

using private or rented motor vehicles. In Dhaka city the number of in-patient clinics at

present will be about a couple of hundred, big and small.


Standard private hospitals are few mostly attached with private medical colleges of which

there are over a dozen operating in the country. There are some fairly old private

hospitals established during the British period. The Kumudini Hospital in Mirzapur near

Dhaka is the country's most well known private hospital and one of the oldest. In recent

years, wealthy people are seen to be in the venture of establishing private hospitals in

memory of some loved ones but their number is very small; only a couple are perhaps

worth mentioning. In addition community-based hospitals are now being established that

are not strictly private, but are operated at non-governmental levels. Some very costly

and modern private hospitals are in the process of being established in the private sector

largely to stop the outflow of patients from the country to India or Singapore where they

hope to receive better treatment.

By far the most prolific development in healthcare took place in the diagnostic sector. Up

until early 1980s, diagnostic services available mostly were of routine type involving

blood, urine and stool examination, some microbiological cultures, routine biochemical

tests, X-rays etc. With the transition to free market economy, demand for a wide

spectrum of diagnostic services increased considerably. Many clinics were established in

the private sector with advanced diagnostic capabilities including imaging, ultra-

sonography, and tests for hormones, immunological tests and many others. Many of these

newer and sophisticated tests became services of great public demand. But when demand

is high system abuses sometimes surface. Physicians ask for tests that are not highly

relevant for treatment but they do so possibly for client satisfaction and satisfaction of the

business motives of the providers of these services so that the latter may reciprocate

physician's referral through various incentives. (www.Banglapedia.com)


PRESENT STATUS IN BANGLADESH

Bangladesh, with a population of 140 millions, cramped within an area of about 144000

square km, is one of the densest populated areas of the world. It has a scanty

infrastructure and is frequented by natural calamities like floods and cyclones too often.

Bangladesh has only one Doctor per 5000 persons and one hospital bed for 3200 persons.

The per capita annual income is equivalent of US$ 240 and the population density is

about 820 per sq. km. The Government can hardly manage per capita annual expenditure

of about US$ 2.5 on health and family planning. Primary health care is identified as the

key to attain Health for all by the year 2000. Health Services Delivery System follows the

overall strategies and directives for providing optimum Medicare to its population in the

form of curative, preventive and rehabilitative care. The health sector development is

emphasized through adopting various programs in the national development plan with the

purpose of building a network of primary health care services. The goal is to improve

health status of the common masses through reducing morbidity, mortality and poverty

related diseases.

In terms of infrastructure, Bangladesh has developed relatively well scattered facilities.

At the grassroots union-level one service delivery within a static facility is available for a

unit of 20,000 populations; one Thana (Police Station) level facility services for 200,000

people; one district level facility (District Hospitals and Maternal and Child Welfare

Centers) services for 1.5 million population. One medical-college hospital serves 9.3

million populations. There is a yawning gap between the actual and officially

recommended services in those facilities. The efficacy with which the existing health care

and manpower are utilized or not utilized becomes clear from the following dismal

numbers.

A recent study reports that 39 percent of the district hospitals function as comprehensive,

emergency obstetric care (EOC) facilities. 64 percent of the Maternal and Child Welfare

Centers and 56 per cent of Thana Rural Health Centers render the minimum basic EOC

services. The crisis of maternity related deaths is concentrated in the countryside.

Roughly 7 out 10 of the below five age group are underweight, compared with 4 out of


10 in Sri Lanka. Over 90% of all children suffer some degree of under-nutrition. More

than one quarter of them are measurably undersized. 70% of mothers suffer from

nutritional anemia. Some 30000 children go blind due to Vitamin A deficiency and about

2 million suffer from iodine deficiency. Medical facilities in Bangladesh are very

inadequate to provide minimum basic treatment to its population. The total capacity of

the beds in Government hospitals and Health complexes is 34,000. Private hospitals and

clinics can accommodate 7500 patients. Dhaka is the capital of Bangladesh with a

population of nine million.

Although the capital city of Dhaka possesses a good number of relatively well-equipped

tertiary care institutions and sophisticated hospitals, the general low income population of

the city still does not have adequate provisions for general treatment. The Medical

College Hospitals and tertiary care institutions are over-burdened with patients and

hardly an acceptable standard of treatment can be provided due to rush of patients from

different parts of the country to these hospitals. There is lack of collaboration between

different authorities and agencies responsible for health care delivery and hence there is

inefficiency of management.

There are hardly any qualified Doctors available in rural areas of Bangladesh where 80%

of the population live. Doctors posted in rural areas do not normally want to stay there, as

basic amenities like educational and recreational facilities are not available. The rural

health complexes constructed with relatively high cost can hardly attract Doctors from

cities, resulting in meager health service in rural areas and rush of rural patient in the over

crowded hospitals in cities.

For treatment in Bangladesh, the rural poor flock in city hospitals and well to do city

dwellers flies to neighboring countries. Although a number of private Medical Hospitals

and Clinics are being set up in the country, the number of patient going for treatment in

neighboring countries like India, Thailand and Singapore are increasing at an alarming

rate. The lesser availability of specialist Doctors in Bangladesh is compelling the patients

to make arduous and costly travel to foreign countries for treatment.


PRESENT STATUS OF PRIVATE HOSPITAL IN DIFFERENT

LOCATIONS

According to the Directorate of health there is 1160 government approved private

hospital in Bangladesh up to 31-12-05. Among those there are 349 private hospitals for

Dhaka city and 811 private hospitals rest part of the country.

Source :( Statistic; Directorate of health)

Number of private hospital for Dhaka city =349

Number of private hospital out side Dhaka city =811

Total Govt. approved private hospital =1160

Table1: Number of private hospital in Bangladesh

*Name of the hospitals with number of beds are attached at appendix

SERVICE QUALITY OF PRIVATE HOSPITALS

Since private hospitals are not subsidized and depend on income from clients (i.e. market

incentives), they would be more motivated than public hospitals to provide quality

services to patients to meet their needs more effectively and efficiently. This premise was

supported. Patient perceptions of service quality and key demographic characteristics

were also used to predict choice of public or private hospitals.

With the growth of private health care facilities, especially in Dhaka city, it is important

to assess the quality of services delivered by these establishments. In particular, it is

important to determine how the quality of services provided by private clinics and

hospitals. If quality issues are being compromised by these establishments, it calls for the

reevaluation of policy measures to re define their role, growth and coverage, and to seek

appropriate interventions to ensure that these institutions are more quality focused and


better able to meet the need of the patients. A search of the literature suggests that such a

comparative study has not been undertaken. While anecdotal evidence suggests the

existence of serious service related problems in both sectors. (Andaleeb SS. School of

Business, Pennsylvania State University, Erie, USA.)

Service quality of private hospital is hampered because of not having the proper

equipment to provide the service. Adequate secondary or tertiary care is beyond the reach

of all but a very few people. Government hospitals are often little more than clinics, and

suffer from severe shortages of trained staff. There is a growing private hospital sector,

largely based in Dhaka, which caters for the well-off.

It is in the private sector where the most advanced services are located, and where almost

all the demand for advanced equipment will be found. Given the country's lack of

spending power, the medical equipment market, at around US$44 million, remains tiny in

comparison with the size of the population. Steadily improving economic performance,

combined with a general determination to boost the quality of healthcare, should lead to

steady, if unspectacular, market growth. There is very little local production of medical

equipment, so the market is heavily reliant on imports, often supplied in conjunction with

aid projects. The appointment of a local agent will be necessary to achieve any lasting

presence in the Bangladeshi market. There are a number of these, usually based in Dhaka.

It has also been suggested that suppliers could use Calcutta, just across the border in

India, as a base, although this appears not to be a popular option at present. Foreign direct

investment is encouraged by the government, although it is difficult in practice; climate,

poor communications, power supplies and transport links make the establishment of local

operations nearly impossible.

A few multinationals, such as Braun or Siemens, have established a direct presence in

Bangladesh. Few Private hospitals and clinics will make individual purchasing

agreements. The private sector represents the best opportunity for selling advanced or

expensive equipment, although even here resources remain severely limited. Private


http://www.ncbi.nlm.nih.gov/entrez/query.fcgi?db=pubmed&cmd=Search&itool=pubmed_Abstract&term=%22Andaleeb+SS%22%5BAuthor%5D

hospitals are located throughout the country, although the bulk of private resources are

concentrated in Dhaka.

Beside that the rest part of the country serves the patient with their backdated equipment.

Government spending will concentrate on more basic items, with larger tenders almost

always funded through international aid projects, which may well be tied to the donor

country. Tenders for equipment will usually be handled by the government, while those

for basic medical supplies will often be co-ordinate by aid agencies themselves.

(MDMR.net Country Reports Bangladesh Medical Market Intelligence Report)


http://mdmr.net/onesource/catalog/Country-Reports-p-1-c-19.html

http://mdmr.net/onesource/catalog/index.html

Information about the carelessness of Doctors in private Hospitals :( News

paper information research by CAB & HCRF, July 2003-Dec2004)

Case no.

Date & source ofIncident

Name & address of victim

Name of the private hospital

Reasons Suspected person and institution

Steps taken

01. 13 July, 2003The Daily Ittefuque01September 2003

Shahin Akter SumiAge 8yrs

Pahartali pivate clinic

Get operated in left eye instead of right eye

Dr.Mustura Khatun

Case filed

02. 13 August,2003The Daily Janakantha6 September 2003

Rasheda Begum Nazam clinicBornali, Rajshahi

Died because of wrong operation

Dr. Intekhab Alam

------

03. 12 September, 2003. The Daily Samdad14 December 2003

New born baby of Nasima khatun

Azimpur Maternity Clinic

Doctor’s careless

------ -------

04. The Daily Jugantor 11September 2003

Tanzina Hasanat

Comfort Nursing home pvt. Ltd

Stitch and dressing the patient keeping goz and scissor inside the patient

Dr.Md.saiful Islam & Dr. Rahila Khatun

Case filed

05. The Dailt Jugantor 15 March 2004

Bilkis BegumAge:33yrs

New Life ClinicPanchaguar

New born baby died because of wrong and carelessness of doctor

------ ------

06. The Daily Jugantor,23 June 2004

Rickshaw puller Mizan

Abedin Hospital private Ltd.

Died for wrong operation at lower abbes

Dr. Mofizur Rahman

Case filed

07. 17 September 2004,The Daily Janakantha

Mustari Begum. wife of former IG of Police

Lab Aid Cardiac Hospital

Died Because of wrong treatment

Dr. Mariar Hossain Dr.Abdulla Al Masum, Dr.pradip Kumar ,Dr.A.P.M shobabuzzaman

Case filed against 09 person including the owner of the hospital and doctor and claimed Tk.11 cror

08. 12 October 2004The Daily Ittefaque,14 October 2004

Nasima BegumAge:25yrs

New Maternity Clinic,Chan khar pool

Died because of heavy bleeding at the time of delivery

Fake Doctor Dipali

Case filed

Table 2: carelessness of doctors in different private hospitals


Primary data are originated by a researcher for the specific purpose of addressing the

problem at hand. We collect the primary data from the respondents who give their

opinion by filling up the questionnaire of our research.

For our research to collect the data from primary source we have chosen three leading

private hospitals. They are Shomorita Hospital, Ibnesina Hospital and Salauddin Ash-

Shifa General Hospital. To find out the result first we did the Discussion with the

Decision Maker. In our research the Decision makers are the administration of those

hospitals. We went to the administration and talk with some administration staffs. We

talk about the service provided by those hospitals and their limitation on their services.

We followed the 7c’s while discussion the decision makers.

We also did Interview with the Experts. In our research, the experts are the people who

have done research in this arena of our study. We choose one faculty of East West

University who also had done a research on the health sector of our country. We also talk

with a researcher of public health. We take depth interview of them but it was an

unstructured personal interview. They were very cooperation with us by giving their

thought and ideas.

To find the result from the consumer, we did the Pilot Survey. We did Pilot Survey. In

Pilot Survey we followed two types of research. These are Depth interview with the

customer and Focus Group Decision (FGD). We took the sample of 20 people from

different locations as well as from hospital premises and we talk with them and try to find

out the services they want from the hospitals that can make them satisfied.

We also did FGD (Focus group Decision). We took 12 students together and we talked

with them about their experiences and the problem they have faced while getting the

service from a private hospitals. FGD was held 6 March 2006 .We make a friendly and

relaxed environment while taking the interview with our respondents. In both cases we

recorded the interview either it is Depth interview or FGD (Focus group Interview).


For Depth Interview choose Faculty member of EWU (Pharmacy department),

Researcher of Public Health (Medicine), and Administered head of hospital. We asked

questions from different point of view so that they could cooperate with us.

For our depth interview we have taken samples from different locations with different

age & occupations

Characteristics of participants

Sl.no. Age(years) Sex Location Occupation

1 31 M Shomorita Hospital Businessman

2 28 M Shomorita Hospital Student

3 23 M Shomorita Hospital Student

4 38 F Shomorita Hospital Doctor

5 35 F EWU Faculty member

6 37 M Public Health Institute Researcher

7 28 F Health Institute Worker

8 22 M EWU Student

9 25 M EWU Student

10 25 F EWU Student

11 24 M EWU Student

12 25 M EWU Student

13 24 F EWU Student

14 37 F Ibnesina Hospital Employer

15 28 M Bangladesh medical hospital Medical Student

16 29 F Bangladesh medical hospital Medical Student

17 28 F Bangladesh medical hospital Medical Student

18 42 M CAB Researcher

19 38 M Salauddin Ash-Shifa hospital Deputy Manager

20 60 M Shomorita Hospital Managing Director

Table 3: Respondents of Depth interview


Scaling means applying measurement on continuum either vertically or horizontally. For

our research project we use itemized rating scale. In itemized scale respondents are

provided with a scale that has number or brief description associated with each category

and categories are ordered in terms of scale position , and the respondents are require to

select the specified category that best describe the object being rated. And from itemized

scale we chose Likert scale which is a five point scale requires the respondents to indicate

a degree of agreement or disagreement with each of statements about the stimulus

objects.

We developed our questionnaire by using five point Likert scale. Our questionnaire is

divided in to three pages first page contains greeting and screening questions second page

contains five point Likert scale questions and third page contains respondent’s profile.

After pretest we developed our questionnaire based on the five dimensional Servqual

model to capture customer perceptions and expectation of service quality of private

hospitals of Bangladesh. (Questionnaire is attached in appendix)


Questionnaire development and pretest

Scaling technique

Sampling technique

For our research our target population is all the private hospitals in Bangladesh. Now

we divide our target population with the help of sample frame in to four sample units

those are North, South, East and West. Those are the four zones of our country. From a

particular sample unit every possible respondent is our sample element. As we are going

to conduct quantitative research for our sampling technique we will use probability

technique. From probability technique we will mainly use cluster sampling technique.

In our case sample elements are externally homogeneous and internally heterogeneous so

we have to use cluster random sampling.

Determine the Sample size for our research: we identify the sample size for our

research by the following formula;

Sample size = ( 2× 2)/d2 Here,

= {(25.5)2× (1.96) 2}/ (.05) 2 Standard deviation for project ( ) =25.5

=100 Area of level of confidence (z) = 95% or 1.96

Precision level (d) = (1-0.95) or .005

So our sample size for this project is 100.we will collect this sample from the sample

elements cluster sampling technique.


Sampling technique

For any types of research field work is must. For our research we divide the job of field

work among our group members. As our research project is proposed to be conducted in

Dhaka city. So our main focus area will be the private hospital of DMC.

Field work plan:

Area that covered by our group members to collect the data by filling up 100 questionnaires for our research project is present below in a tabular form.

Name of the Member Area

Md.Nasimul Islam Motijheel, Tikatoli areaAhasan Al Habib Mohakhali areaAhmed Asif Gulshan areaMd.Mahmud Hasan Dhanmondi, Mirpur areaTariqul Isalam DOSH and Mogbazar areaMd.Nasimul Alam Other

Table 4: Area of respondents

Methodology

Most of our scale is likert which is interval scale also. For our research project we used

parametric data analysis method. To test our hypothesis we have used one sample T-test.

Beside that to find the relationship between some variable we used independent sample

test beside that we use the mean of five dimension of Servqual model to find out the gap

score between perceptions and expectation of customer. And based on the result

statistical decision and marketing decision are developed.


Field work

Data Analysis

Plan of data analysis

After we have collected the date we have to analyze the data to test hypothesis. For

analyze data we follow a sequential manner. As we used likert scale which is interval

scale we have to used parametric method of data analysis for our research

Plan for our data analysis;

To test each hypothesis we used one sample T test. To find out the gap score of service

dimension we used descriptive statistic in every dimension than compare the mean result

with the expected service of customers. To find the relationship among the dimensions

we used correlation analysis. To develop the graph we used frequency distribution

which is mainly used in case of non parametric method. We also did the statistical

analysis to find out the mean, median, mode and standard deviation for each service

dimension. In case of hypothesis test we consider the following two assumptions;

Significant level > 0.05 accept null (H0) hypothesis

Significant level < 0.05 accept alternate (H1) hypothesis

Based on the results of our data analysis we made two types of decision one is statistical

decision and other is marketing decision.


Results

Reliability dimension:

Q1:

H0: hospitals promise to do something by certain time and don’t do.

H1: hospitals promises to do something by certain time and do.

∞=0.05

Statistical decision: since the probability (. 926) >.05 null (H0) hypothesis in accepted.

Marketing decision: Private Hospitals not able to maintain their promises with in certain

time period.

Q2:

H0: hospitals do not show sincere interest to solve the problems

H1: hospitals show sincere interest to solve the problems.

∞=0.05

Statistical decision: since the probability (0.000) <.05 alternate (H1) hypothesis in

accepted

Marketing decision: Private Hospitals show sincere interest to solve the customer’s

problems.

Q3:

H0: hospitals do not perform the service at the right at the first time.

H1: hospitals perform the service at the right at the first time.

∞=0.05

Statistical decision: since the probability (0.258) >.05 null (H0) hypothesis in accepted

Marketing decision: Private Hospitals not able to perform the service at the first

encounter.

Q4:


H0: hospitals do not provide services at time it promises to do.

H1: hospitals provide services at time it promises to do.

∞=0.05

Statistical decision: Since the probability (0.150) >.05 null (H0) hypothesis in accepted

Marketing decision: Private Hospitals do not show sincere interest to solve the

customer’s problems.

Q5:

H0: hospitals do not informed customer when service will be performed.

H1: hospital informed customer when service will be performed.

∞=0.05


Marketing decision: Private Hospitals do not informed customers when service will be

performed.

Responsiveness dimension:

Q1:

H0: hospitals do not give prompt service.

H1: hospitals give prompt service

∞=0.05


Marketing decision: Private Hospitals do not provide prompt service to their customers.

Q2:


H0: hospital does not willing to help the customers

H1: hospital always willing to help the customers

∞=0.05


Marketing decision: Private Hospitals do not help patients willingly.

Q3:

H0: hospitals are too busy to respond to customer request.

H1: hospitals are never too busy to respond to customer request.

∞=0.05


Marketing decision: Private Hospitals are too busy to respond to their patients.

Assurance dimension:

Q1:

H0: Behaviors of the hospital’s employees are not good

H1: Behaviors of the hospital’s employees are good

∞=0.05

Statistical decision: Since the probability (0.013) <.05 alternate (H1) hypothesis in

accepted

Marketing decision: Behavior of the employees in private hospitals is good.

Q2:


H0: patients don’t feel safe in hospital.

H1: patients feel safe in hospital.

∞=0.05

Statistical decision: Since the probability (0.001) <0.05 alternate (H1) hypothesis in

accepted

Marketing decision: Patients feel safe in private hospitals.

Q3:

H0: Employees in the hospital don’t consistently courteous to patients

H1: Employees in the hospital consistently courteous to patients.

∞=0.05


Marketing decision: Employees in the private hospital don’t consistently courteous to

patients.

Q4:

Ho: Employees of the hospital don’t have the knowledge to answer patient’s questions.

H1: Employees of the hospital have the knowledge to answer your patient’s questions.

∞=0.05


Marketing decision: Employees of the hospital don’t have enough knowledge to answer

patient’s questions.

Empathy dimension


Q1:

Ho: Hospital doesn’t give you individual attention.

H1: Hospital gives you individual attention.

∞=0.05

Statistical decision: Since the probability (0.039) <0.05 alternate (H1) hypothesis in

accepted

Marketing decision: Hospitals give individual attention to the patients.

Q2:

Ho: Hospital doesn’t have employees who give patient individual attention.

H1: Hospital has employees who give individual attention to patient

∞=0.05


accepted

Marketing decision: Private Hospital has employees who give individual attention to

patients.

Q3

Ho: Hospital doesn’t have best interest at patient’s heart.

H1: Hospital has best interest at patient’s heart.

∞=0.05


accepted

Marketing decision: Private Hospital has best interest towards patients.

Q4


Ho: Employees don’t understand patient’s specific needs

H1: Employees understand patient’s specific needs

∞=0.05


accepted

Marketing decision: Employees of private hospitals understand patient’s specific needs

Tangible dimension

Q1

Ho: Hospitals don’t have modern looking equipment

H1: Hospitals have modern looking equipment

∞=0.05


accepted

Marketing decision: Private Hospitals have modern looking equipment.

Q2

Ho: Hospital’s physical facilities are not visually appealing.

H1: Hospital’s physical facilities are visually appealing.

∞=0.05


accepted

Marketing decision: Hospital’s physical facilities are visually appealing to the patients.

Q3


Ho: Hospital’s employees appear are not neat.

H1: Hospital’s employees appear neat.

∞=0.05


accepted

Marketing decision: Private Hospital’s employees are neat and clean.

Q4:

Ho: Materials associated with the service are not visually appealing at hospital.

H1: Materials associated with the service are visually appealing at hospital.

∞=0.05

Statistical decision: Since the probability (0.118) >0.05 null (H0) hypothesis in accepted

Marketing decision: Materials associated with the service are not visually appealing at

Private hospitals.

Q5

Ho: Hospitals do not maintain the visiting hours properly.

H1: Hospital maintain the visiting hours properly.

∞=0.05

Statistical decision: Since the probability (0.115) >0.05 null (H0) hypothesis in accepted

Marketing decision: Private hospitals not maintain their visiting hours properly.

Over all result of five dimensions on Servqual model:


Table: Gap score of dimension

Name of the Dimension Gape score

of Dimension

Reliability Dimension 1.988

Responsiveness dimension 2.11

Assurance dimension 1.86

Empathy dimension 2.325

Tangibles dimension 1.8

*See appendix for calculation of gap score

By seeing overall result of each dimension we can say that Gap of empathy dimension is

larger than compare to other dimensions. Than come the gap of responsiveness

dimension, reliability dimension, assurance and finally tangible dimension of a private

hospital.

Ho: There is no relationship between reliability dimensions and responsiveness dimension

H1: There is relationship between reliability dimensions and responsiveness dimension

∞=0.05

Result:

Statistic decision: Since 0.642 > 0.05 null hypotheses in accepted.

Marketing decision: There is no relationship between reliability dimensions and

responsiveness dimension. They are completely different.


Correlations among five Dimension

Ho: There is no relationship between reliability dimensions and assurance dimension

H1: There is relationship between reliability dimensions and assurance dimension

∞=0.05

Results:

Statistical decision: Since 0.181 > 0.05 null hypotheses in accepted.

Marketing decision: There is no relationship between reliability dimensions and assurance

dimension. They are completely different.

Ho: There is no relationship between reliability dimensions and empathy dimension

H1: There is relationship between reliability dimensions and empathy dimension

∞=0.05

Results:


Marketing decision: There is no relationship between reliability dimensions and empathy


Ho: There is no relationship between reliability dimensions and tangible dimension

H1: There is relationship between reliability dimensions and tangible dimension

∞=0.05

Results:


Marketing decision: There is no relationship between reliability dimensions and tangible



Correlations

1.000 -.533 .819 .294 .247

. .642 .181 .706 .689

5 3 4 4 5

-.533 1.000 -.038 .460 .937

.642 . .976 .696 .227

3 3 3 3 3

.819 -.038 1.000 .788 .352

.181 .976 . .212 .648

4 3 4 4 4

.294 .460 .788 1.000 .351

.706 .696 .212 . .649

4 3 4 4 4

.247 .937 .352 .351 1.000

.689 .227 .648 .649 .

5 3 4 4 5

Pearson Correlation

Sig. (2-tailed)

N

Pearson Correlation

Sig. (2-tailed)

N

Pearson Correlation

Sig. (2-tailed)

N

Pearson Correlation

Sig. (2-tailed)

N

Pearson Correlation

Sig. (2-tailed)

N

MEAN_REL

MEAN_RES

MEAN_ASS

MEAN_EMP

MEAN_TAN

MEAN_REL MEAN_RES MEAN_ASS MEAN_EMP MEAN_TAN

Table of correlation among five dimensions

Correlations among reliability dimension and responsiveness dimension is -.533 that

means correlation is negative and low but not perfectly negative. And the Correlations

among reliability dimension and rest three dimension is positive but not perfectly

positive. In case of assurance correlation is 0.819 which is grater than .60 so correlation

between reliability and assurance is high. On the other hand in case of empathy and

tangible dimension correlation is 0.294 and 0.247 respectively so both of them have low

correlation with reliability dimension. That means if there is any improved in reliability

dimension assurance, empathy and tangible dimension will also improve but not

improved at a rate of reliability dimension improved.


Limitation of the research:

We have faced some limitation while preparing our first assignment. As our assignment

is private hospital service in Bangladesh for our assignment it became very difficult for

us to gather the data from the Directorate of Health .They are not very cooperate. The

latest data of 2005 are not available, as those are not final. Much of information is

collected on the basis of secondary data.

The limitation of our project is;

We are not having enough time to conduct this research in wide area because of our 3 month semester.

Funds for conducting this research are also limited for us because of newcomer in the market.

Management is not so helpful they are not providing actual information regarding our assignment.

Besides there is some confusion regarding the accuracy of secondary they have provide us.

Not all of them are cooperative to give the data.

Some respondents not cooperative to fill up the questionnaire.


Limitation and caveats

Private hospital culture is not that much rich in our country. At the end of seventies and

early eighties this private medical service has drawn attention of public. But in the early

stage establishing of a private hospital was not as easy as now a day. But for the

participation of business people, government and people of allover from the society have

enriched this culture. In this short journey of this sector has been facing a lot of problems.

But now this private sector is providing 78%-80% of health service. So we cannot ignore

the service of private hospital in our daily life.


health service from Govt. hospital. Although the government has the capacity to provide

60% service, they cannot do it just for the corruption and in active function of that

administration. So People are in trouble because of the mismanagement and lack of

availability of better health service. For this reason people are going abroad mainly in

India to get better service. As a result, our country losing huge amount of foreign

currency. Every day at least 2000 people are going to India. 60% of them are going to get

better health service so in every year about 4.5 lac people are going to India for health

service and they spend about Tk.1250 cror. But Govt. allocating hundred cror taka for

health sector in each year. Although Government is spending huge amount of money

because of the mismanagement and corruption people are not able to get better health

service. For this reason different people and organizations are encouraged to invest in this

health sector. So the future of private hospitals in our country is bright. But they have to

provide better service with minimum possible price so that both parties become happy.


ConclusionConclusion

To eliminate those gap private hospitals (see appendix for calculation of gap score) first

emphasize on the empathy which means hospital as well as individual employees should

give attention to the patients by understanding their specific needs than responsiveness of

doctors as well as nurses should be improved by willing to help the patients and also by

providing prompt service to the patients. Than reliability of the hospitals should be

improved by keeping the promises with in certain time, by informing the patients when

and where service will be given. And improving the behavior of employees, and their

knowledge to answer the patients query will improved the assurance of the private

hospitals and finally maintaining proper visiting hours, visually appealing of service

materials will increase the tangibles dimension of private hospitals. Beside that

following factor will increase the service quality of private hospitals:

Qualified and specialized doctors in different fields should be recruited.

Institutional practice should be introduced for the doctors.

Health service users feel there is a lack of accountability for service providers

they have nowhere to turn to with their complaints. Strong directives and example

setting from the top are necessary to halt preferential treatment for elites in health

services. So there should proper process of transparency and accountability.

There should be flexible and proper health policy so that it can support our large

number of people.

Hospital waste should be managed in proper way so that in can’t effect our

environment.

Modern equipment should be available to provide better service.

Referral Lab Facilities should be introduced though out the country.

Research facilities should develop in all the private Hospitals.

Full time doctors should be recruited to provide better service in private hospitals.


RecommendationsRecommendations

Cost should be matched with income level of our people as well as service of the

hospitals.

More private hospital should be established in rural areas to provide the health

service at root level.

Foreign investment in health sector should be encouraged more.

Proper training program on health care should be arranged so that hospital’s staff,

nurses can provide quality service to patient.

Hospitals should not be established in commercial places.

Finally, corruption should be removed from this health sector to serve better.

Health Insurance facility should be practiced in our country

Doctors and stuffs should get training at a regular interval

Govt. should withdraw the tax of importing the hospital equipments

Hospitals should have proper building design.

The mentality of private hospital management, doctors and stuffs should be more

service oriented rather than profit oriented.

They should try to keep the cost as low as possible to reach all class of people.

Government should update the Private Hospitals Act


Dear Sir/Madam,We are from East West University. We are going to conduct a research project on “service quality of private hospitals”. It is noted that all the information will be kept confidential and will be used only for our academic purposes. We highly appreciate you opinions. It will require only 4 or 5 minutes Thank you. Have a nice day.

1. Have you ever gone to a private Hospital?

Yes No

2. For what purpose you went to the hospital……………………

3. Do you face any kind of problem at that hospital?

Yes No

4. Do you think private hospital should charge high for their service?

Yes No

5. Are you satisfy with there service?

Yes No

Analysis of Service Quality Of Private Hospitals In Bangladesh

0 0 0 0 1

43

Coding only for

researcher

YES=1

NO=2

Coding only for

researcher

YES=1

NO=2

Coding only for

researcher

YES=1

NO=2

Coding only for

researcher

YES=1

NO=2

Please give your answer with in 1-5 scale boxes by marking the number (√) which one is appropriate for you. If any question is not applicable for you please mark on zero (0). In scale 5= Strongly Agree, 4=Agree, 3=Neutral, 2= Disagree, 1= Strongly Disagree and 0= Not applicable.

Coding Strongly Agree

Agree Neutral Disagree StronglyDisagree

Not applicable

About the reliability of Hospital

5 4 3 2 1 0

1. When hospital promises to do something by a certain time, it does so.2. When you have problem doctors and nurse shows a sincere interest in solving it.3. Doctor and nurse perform the service right the right time.4. Hospital provides its service at the time it promise to do so.5. Hospital authority keeps customers informed about when service will be performed.About the Responsiveness of Hospital1. Doctors and nurses give you prompt service.2. Employees in that hospital are always willing to help you.3. Nurse and word boy of the hospital are never too busy to respond to your request.About the Assurance of the hospital1.Behavior of the employee in hospital are good

2.You feel safe in that hospital

3. Employees in the hospital consistently courteous to you.


4. Employees of the hospital have the knowledge to answer your questions.

About the Empathy of the hospital.

Strongly Agree

5

Agree

4

Neutral

3

Disagree

2

StronglyDisagree

1

Not applicable

01. Hospital gives you individual attention.2. Hospital has employees who give you individual attention.3. Hospital has your best interest at heart.4.Employees understand your specific needsAbout the Tangibles of the hospital1.Hospital has modern looking equipment2. Hospital’s physical facilities are visually appealing.3. Hospital’s employees appear neat.4. Materials associated with the service are visually appealing at hospital.5. Hospital maintain the visiting hours properly.


Name of the respondent:

Age: Gender: M / F

Education background: School College University Others

Occupation: Govt.Service Private Service Business Others

Monthly Income: Tk.0 to Tk.10, 000 Tk.11, 000 to Tk 20,000

Tk.21, 000 to 30,000 Tk.31, 000 to Tk, 40,000

Tk.41, 000 to above

References:

Text:

Service Marketing by VALARIE A. ZEITHAML AND MARY JO BITNER

Statistic; Directorate of health)

Journals:

Shastho – chikitsha seba: Bangladesh Halchitra by Shamsuzzha, information officer CAB

THE BANGLADESH OBSERVER - Md Saiful Haque)

The Daily Nation –zia ahmed)

Akter N, Hussain Z, Trankler J, Parkpian P. Urban Environmental Engineering Program,

School of Environment, Resource and Development, Asian Institute of Technology, GPO

Box 4, KlongLuang, Pathumthani 12120, Thailand.


http://www.ncbi.nlm.nih.gov/entrez/query.fcgi?db=pubmed&cmd=Search&itool=pubmed_Citation&term=%22Parkpian+P%22%5BAuthor%5D

http://www.ncbi.nlm.nih.gov/entrez/query.fcgi?db=pubmed&cmd=Search&itool=pubmed_Citation&term=%22Trankler+J%22%5BAuthor%5D

http://www.ncbi.nlm.nih.gov/entrez/query.fcgi?db=pubmed&cmd=Search&itool=pubmed_Citation&term=%22Hussain+Z%22%5BAuthor%5D

http://www.ncbi.nlm.nih.gov/entrez/query.fcgi?db=pubmed&cmd=Search&itool=pubmed_Citation&term=%22Akter+N%22%5BAuthor%5D

MDMR.net Country Reports Bangladesh Medical Market Intelligence Report

Bangladesh health nutrition and population Evaluation

Websites:

www.Banglapedia.com

www.en.wikipedia.org/wiki/Hospitals

WWW.HYPERDECTIONARY.COM)

www. w3.whosea.org/EN/Section313/Section1515_6925.htm

www.ncbi.com

www.ncbi.nlm.nih.gov/entrez/query.fcgi?cmd=Retrieve&

db=PubMed&list_uids=10731240&dopt=Abstract –

Building for medical care: an institution where people receive medical, surgical, or

psychiatric treatment and nursing care.

(http://encarta.msn.com/dictionary_1861618848/hospital.html)

http://www.bangladeshgateway.org/hospital.php

http://www.ncbi.nlm.nih.gov/entrez/query.fcgi?CMD=Display&DB=pubmed


http://www.ncbi.nlm.nih.gov/entrez/query.fcgi?CMD=Display&DB=pubmed

http://www.bangladeshgateway.org/hospital.php

http://www.ncbi.com/

http://www.w3.whosea.org/EN/Section313/Section1515_6925.htm

http://WWW.HYPERDECTIONARY.COM/

http://www.Banglapedia.com/

http://mdmr.net/onesource/catalog/Country-Reports-p-1-c-19.html

http://mdmr.net/onesource/catalog/index.html

One Sample T-test for Reliability Dimension:For promises completed timely:

111

One-Sample Statistics

100 3.01 1.07 .11percentage of promisescompleted in timely

N Mean Std. DeviationStd. Error

Mean


One-Sample Test

.094 99 .926 1.00E-02 -.20 .22percentage of promisescompleted in timely

t df Sig. (2-tailed)Mean

Difference Lower Upper

95% ConfidenceInterval of the

Difference

Test Value = 3

percentage of promises completed in timely

3 3.0 3.0 3.0

6 6.0 6.0 9.0

18 18.0 18.0 27.0

35 35.0 35.0 62.0

36 36.0 36.0 98.0

2 2.0 2.0 100.0

100 100.0 100.0

Not applicable

Strongly Disagree

Disagree

Netural

Agree

strongly Agree

Total

ValidFrequency Percent Valid Percent

CumulativePercent



strongly Agree

Agree

Netural

Disagree

Strongly Disagree

Not applicable

Pe

rce

nt

40

30

20

10

0

Rate of showing Interest


100 3.37 .90 8.95E-02rate of showing interestN Mean Std. Deviation

Std. ErrorMean


One-Sample Test

4.134 99 .000 .37 .19 .55rate of showing interestt df Sig. (2-tailed)

MeanDifference Lower Upper


Difference

Test Value = 3

rate of showing interest

1 1.0 1.0 1.0

17 17.0 17.0 18.0

30 30.0 30.0 48.0

47 47.0 47.0 95.0

5 5.0 5.0 100.0

100 100.0 100.0

Notapplicable

Disagree

Netural

Agree

Strongly agree

Total


CumulativePercent



Strongly agreeAgreeNeturalDisagreeNotapplicable

Pe

rce

nt

50

40

30

20

10

0


For doing right service


100 2.89 1.02 .10percentage ofdoing right service


Mean

One-Sample Test

-1.074 99 .285 -.11 -.31 9.32E-02percentage ofdoing right service




Difference

Test Value = 3

percentage of doing right service

1 1.0 1.0 1.0

4 4.0 4.0 5.0

37 37.0 37.0 42.0

24 24.0 24.0 66.0

31 31.0 31.0 97.0

3 3.0 3.0 100.0

100 100.0 100.0

not applicable

strongly disagree

Disagree

Netural

Agree

strongly agree

Total


CumulativePercent



strongly agree

Agree

Netural

Disagree

strongly disagree

not applicable

Pe

rce

nt

40

30

20

10

0


For keeping promises


100 2.83 1.17 .12percentage ofkeeping peomises


Mean

One-Sample Test

-1.450 99 .150 -.17 -.40 6.27E-02percentage ofkeeping peomises




Difference

Test Value = 3

percentage of keeping peomises

6 6.0 6.0 6.0

3 3.0 3.0 9.0

29 29.0 29.0 38.0

30 30.0 30.0 68.0

28 28.0 28.0 96.0

4 4.0 4.0 100.0

100 100.0 100.0

Not applicable

strongly disagree

disagree

Netural

agree

strongly agree

Total


CumulativePercent




strongly agree

agree

Netural

disagree

strongly disagree

Not applicable

Pe

rce

nt

40

30

20

10

0

For inform customer when service will be available


100 2.96 .99 9.94E-02Inform customer whemservice available


Mean

One-Sample Test

-.402 99 .688 -4.00E-02 -.24 .16Inform customer whemservice available




Difference

Test Value = 3

Inform customer whem service available

5 5.0 5.0 5.0

32 32.0 32.0 37.0

29 29.0 29.0 66.0

30 30.0 30.0 96.0

4 4.0 4.0 100.0

100 100.0 100.0

strongly disagree

disagree

netural

agree

strongly agree

Total


CumulativePercent




strongly agree

agree

netural

disagree

strongly disagree

Pe

rce

nt

40

30

20

10

0

One Sample T-test for Responsiveness Dimension:

For prompt service


100 2.97 .98 9.79E-02percentage of givingprompt service


Mean

One-Sample Test

-.306 99 .760 -3.00E-02 -.22 .16percentage of givingprompt service




Difference

Test Value = 3


Statistics

100 100 100

0 0 0

2.97 2.83 2.87

3.00 3.00 3.00

4 2 3

.98 .97 1.06

Valid

Missing

N

Mean

Median

Mode

Std. Deviation

percentage ofgiving prompt

service

rate ofwillingness topovide service

respond rateof patiant's

request

percentage of giving prompt service

percentage of giving prompt service

strongly agree

agree

Netural

disagree

strongly disagree

Pe

rce

nt

40

30

20

10

0

For willingness to provide services


100 2.83 .97 9.75E-02rate of willingnessto povide service


Mean


One-Sample Test

-1.744 99 .084 -.17 -.36 2.35E-02rate of willingnessto povide service




Difference

Test Value = 3

rate of willingness to povide service

7 7.0 7.0 7.0

34 34.0 34.0 41.0

30 30.0 30.0 71.0

27 27.0 27.0 98.0

2 2.0 2.0 100.0

100 100.0 100.0

strongly disagree

disagree

Netural

agree

strongly agree

Total


CumulativePercent



strongly agree

agree

Netural

disagree

strongly disagree

Pe

rce

nt

40

30

20

10

0

For respond to patients request


100 2.87 1.06 .11respond rate ofpatiant's request


Mean


One-Sample Test

-1.226 99 .223 -.13 -.34 8.04E-02respond rate ofpatiant's request




Difference

Test Value = 3

respond rate of patiant's request

1 1.0 1.0 1.0

9 9.0 9.0 10.0

26 26.0 26.0 36.0

34 34.0 34.0 70.0

26 26.0 26.0 96.0

4 4.0 4.0 100.0

100 100.0 100.0

not applicable

strongly disagree

disagree

netiral

agree

strongly agree

Total


CumulativePercent



strongly agree

agree

netiral

disagree

strongly disagree

not applicable

Pe

rce

nt

40

30

20

10

0

One Sample T-test for Assurance Dimension:

For behavior of employees



100 3.23 .91 9.08E-02behavior ofemployees in hospital


Mean

One-Sample Test

2.532 99 .013 .23 4.97E-02 .41behavior ofemployees in hospital




Difference

Test Value = 3

behavior of employees in hospital

2 2.0 2.0 2.0

22 22.0 22.0 24.0

31 31.0 31.0 55.0

41 41.0 41.0 96.0

4 4.0 4.0 100.0

100 100.0 100.0

strongly disagree

disagree

nrtural

agree

strongly agree

Total


CumulativePercent



strongly agree

agree

nrtural

disagree

strongly disagree

Pe

rce

nt

50

40

30

20

10

0


For feeling safe


100 3.37 1.04 .10feeling safe inthe hospital


Mean

One-Sample Test

3.554 99 .001 .37 .16 .58feeling safe inthe hospital




Difference

Test Value = 3

feeling safe in the hospital

1 1.0 1.0 1.0

3 3.0 3.0 4.0

16 16.0 16.0 20.0

29 29.0 29.0 49.0

40 40.0 40.0 89.0

11 11.0 11.0 100.0

100 100.0 100.0

not applicable

strongly disagree

disagree

netural

agree

strongly agree

Total


CumulativePercent




strongly agree

agree

netural

disagree

strongly disagree

not applicable

Pe

rce

nt

50

40

30

20

10

0

For employee’s consistently courteous


100 2.88 1.02 .10employees areconsistently courteous


Mean

One-Sample Test

-1.179 99 .241 -.12 -.32 8.20E-02employees areconsistently courteous




Difference

Test Value = 3


employees are consistently courteous

4 4.0 4.0 4.0

2 2.0 2.0 6.0

25 25.0 25.0 31.0

43 43.0 43.0 74.0

23 23.0 23.0 97.0

3 3.0 3.0 100.0

100 100.0 100.0

not applicable

strongly disagree

disagree

netural

agree

strongly agree

Total


CumulativePercent



strongly agree

agree

netural

disagree

strongly disagree

not applicable

Pe

rce

nt

50

40

30

20

10

0

For employee know the answer of patients questions


100 3.08 .93 9.29E-02employees knowlede toanswer the questions


Mean

One-Sample Test

.862 99 .391 8.00E-02 -.10 .26employees knowlede toanswer the questions




Difference

Test Value = 3


employees knowlede to answer the questions

1 1.0 1.0 1.0

6 6.0 6.0 7.0

13 13.0 13.0 20.0

46 46.0 46.0 66.0

32 32.0 32.0 98.0

2 2.0 2.0 100.0

100 100.0 100.0

not applicable

strongly disagree

disagree

netural

agree

strongly agree

Total


CumulativePercent



strongly agree

agree

netural

disagree

strongly disagree

not applicable

Pe

rce

nt

50

40

30

20

10

0

One Sample T-test for empathy Dimension:For hospital’s attention to patients


100 2.81 .91 9.07E-02rate of individual attentiongiven to a patiant


Mean


One-Sample Test

-2.095 99 .039 -.19 -.37 -1.01E-02rate of individual attentiongiven to a patiant




Difference

Test Value = 3

rate of individual attention given to a patiant

7 7.0 7.0 7.0

31 31.0 31.0 38.0

36 36.0 36.0 74.0

26 26.0 26.0 100.0

100 100.0 100.0

strongly disagree

disagree

netural

agree

Total


CumulativePercent



agreeneturaldisagreestrongly disagree

Pe

rce

nt

40

30

20

10

0

For individual employees attention towards patients



100 2.72 .99 9.86E-02rate of individualemployee give attention


Mean

One-Sample Test

-2.841 99 .005 -.28 -.48 -8.44E-02rate of individualemployee give attention




Difference

Test Value = 3

rate of individual employee give attention

12 12.0 12.0 12.0

29 29.0 29.0 41.0

35 35.0 35.0 76.0

23 23.0 23.0 99.0

1 1.0 1.0 100.0

100 100.0 100.0

strongly disagree

disagree

netural

agree

strongly agree

Total


CumulativePercent



strongly agree

agree

netural

disagree

strongly disagree

Pe

rce

nt

40

30

20

10

0

For hospital having best interest at heart towards employees



100 2.44 1.04 .10 hospital having bestinterest at heart


Mean

One-Sample Test

-5.396 99 .000 -.56 -.77 -.35 hospital having bestinterest at heart




Difference

Test Value = 3

hospital having best interest at heart

3 3.0 3.0 3.0

17 17.0 17.0 20.0

28 28.0 28.0 48.0

37 37.0 37.0 85.0

15 15.0 15.0 100.0

100 100.0 100.0

not applicable

strongly disagree

disagree

netural

agree

Total


CumulativePercent




agree

netural

disagree

strongly disagree

not applicable

Pe

rce

nt

40

30

20

10

0

For understanding specific needs


100 2.73 1.14 .11rate of understandingspecific needs


Mean

One-Sample Test

-2.359 99 .020 -.27 -.50 -4.29E-02rate of understandingspecific needs




Difference

Test Value = 3


rate of understanding specific needs

5 5.0 5.0 5.0

6 6.0 6.0 11.0

32 32.0 32.0 43.0

27 27.0 27.0 70.0

28 28.0 28.0 98.0

2 2.0 2.0 100.0

100 100.0 100.0

not applicable

strongly disagree

disagree

netural

agree

strobgly agree

Total


CumulativePercent



strobgly agree

agree

netural

disagree

strongly disagree

not applicable

Pe

rce

nt

40

30

20

10

0

One Sample T-test for Tangible Dimension:For hospital’s modern looking


100 3.51 .97 9.69E-02hospital's modernlooking equipments


Mean


One-Sample Test

5.262 99 .000 .51 .32 .70hospital's modernlooking equipments




Difference

Test Value = 3

hospital's modern looking equipments

22 22.0 22.0 22.0

17 17.0 17.0 39.0

49 49.0 49.0 88.0

12 12.0 12.0 100.0

100 100.0 100.0

disagree

netural

agree

strongly agree

Total


CumulativePercent



strongly agreeagreeneturaldisagree

Pe

rce

nt

60

50

40

30

20

10

0

For visually appealing of physical facilities



100 3.29 1.16 .12percentage ofphysical facilitiesvisually appealing


Mean

One-Sample Test

2.506 99 .014 .29 6.04E-02 .52percentage ofphysical facilitiesvisually appealing




Difference

Test Value = 3

percentage of physical facilities visually appealing

3 3.0 3.0 3.0

2 2.0 2.0 5.0

21 21.0 21.0 26.0

22 22.0 22.0 48.0

41 41.0 41.0 89.0

11 11.0 11.0 100.0

100 100.0 100.0

not applicable

strongly disagree

disagree

netural

agree

strongly agree

Total


CumulativePercent




strongly agree

agree

netural

disagree

strongly disagree

not applicable

Pe

rce

nt

50

40

30

20

10

0

For cleanliness of employees


100 3.27 .95 9.52E-02cleanniness ofemployees


Mean

One-Sample Test

2.836 99 .006 .27 8.11E-02 .46cleanniness ofemployees




Difference

Test Value = 3


cleanniness of employees

1 1.0 1.0 1.0

1 1.0 1.0 2.0

19 19.0 19.0 21.0

35 35.0 35.0 56.0

37 37.0 37.0 93.0

7 7.0 7.0 100.0

100 100.0 100.0

not applicable

strongly disagree

disagree

netural

agree

strongly agree

Total


CumulativePercent



strongly agree

agree

netural

disagree

strongly disagree

not applicable

Pe

rce

nt

40

30

20

10

0

For visual affect of service materials


100 3.14 .89 8.88E-02service materialsare visual


Mean


One-Sample Test

1.577 99 .118 .14 -3.62E-02 .32service materialsare visual




Difference

Test Value = 3

service materials are visual

1 1.0 1.0 1.0

25 25.0 25.0 26.0

38 38.0 38.0 64.0

31 31.0 31.0 95.0

5 5.0 5.0 100.0

100 100.0 100.0

strongly disagree

disagree

netural

agree

strongly agree

Total


CumulativePercent



strongly agree

agree

netural

disagree

strongly disagree

Pe

rce

nt

50

40

30

20

10

0

For maintaining visiting hours



100 2.79 1.32 .13percentage of maintainingvisiting hours


Mean

One-Sample Test

-1.590 99 .115 -.21 -.47 5.20E-02percentage of maintainingvisiting hours




Difference

Test Value = 3

percentage of maintaining visiting hours

3 3.0 3.0 3.0

16 16.0 16.0 19.0

26 26.0 26.0 45.0

16 16.0 16.0 61.0

32 32.0 32.0 93.0

7 7.0 7.0 100.0

100 100.0 100.0

not applicable

strongly disagree

disagree

netural

agree

strongly agree

Total


CumulativePercent



strongly agree

agree

netural

disagree

strongly disagree

not applicable

Pe

rce

nt

40

30

20

10

0


For Reliability dimension

Statistics

100 100 100 100 100

0 0 0 0 0

3.01 3.37 2.89 2.83 2.96

3.00 4.00 3.00 3.00 3.00

4 4 2 3 2

1.07 .90 1.02 1.17 .99

Valid

Missing

N

Mean

Median

Mode

Std. Deviation

percentageof promisescompleted in

timely

rate ofshowinginterest

percentageof doing right

service

percentageof keepingpeomises

Informcustomer

whem serviceavailable

For Responsiveness dimensionStatistics

100 100 100

0 0 0

2.97 2.83 2.87

3.00 3.00 3.00

4 2 3

.98 .97 1.06

Valid

Missing

N

Mean

Median

Mode

Std. Deviation

percentage ofgiving prompt

service

rate ofwillingness topovide service

respond rateof patiant's

request

For Assurance dimension

Statistics

100 100 100 100

0 0 0 0

3.23 3.37 2.88 3.08

3.00 4.00 3.00 3.00

4 4 3 3

.91 1.04 1.02 .93

Valid

Missing

N

Mean

Median

Mode

Std. Deviation

behavior ofemployeesin hospital

feeling safe inthe hospital

employeesare

consistentlycourteous

employeesknowlede toanswer thequestions


Statistical Analysis of Servqual model

For Empathy dimension

Statistics

100 100 100 100

0 0 0 0

2.81 2.72 2.44 2.73

3.00 3.00 3.00 3.00

3 3 3 2

.91 .99 1.04 1.14

Valid

Missing

N

Mean

Median

Mode

Std. Deviation

rate ofindividualattentiongiven to a

patiant

rate ofindividualemployee

give attention

hospitalhaving bestinterest at

heart

rate ofunderstanding specific

needs

For Tangible dimension

Statistics

100 100 100 100 100

0 0 0 0 0

3.51 3.29 3.27 3.14 2.79

4.00 4.00 3.00 3.00 3.00

4 4 4 3 4

.97 1.16 .95 .89 1.32

Valid

Missing

N

Mean

Median

Mode

Std. Deviation

hospital'smodernlooking

equipments

percentageof physical

facilitiesvisually

appealingcleanniness

of employees

servicematerialsare visual

percentage ofmaintaining

visiting hours


Mean of reliability dimension:

Descriptive Statistics

100 0 5 3.01 1.07

100 0 5 3.37 .90

100 0 5 2.89 1.02

100 0 5 2.83 1.17

100 1 5 2.96 .99

100

percentage of promisescompleted in timely


percentage of doingright service

percentage of keepingpeomises

Inform customer whemservice available

Valid N (listwise)

N Minimum Maximum Mean Std. Deviation

Mean of reliability = (3.01+3.37+2.89+2.83+2.96) / 5 = 15.06 / 5 = 3.012

Gap score of reliability dimension= Expected service – perceived service = 5- 3.012 = 1.988

Mean of responsiveness dimension:


100 1 5 2.97 .98

100 1 5 2.83 .97

100 0 5 2.87 1.06

100

percentage of givingprompt service

rate of willingness topovide service

respond rate ofpatiant's request

Valid N (listwise)


Mean of responsiveness = (2.97+2.83+2.87) / 3 = 2.89


Gap Score of Dimensions

Gap score of responsiveness dimension= Expected service – perceived service = 5 – 2.89 = 2.11

Mean of Assurance dimension:


100 1 5 3.23 .91

100 0 5 3.37 1.04

100 0 5 2.88 1.02

100 0 5 3.08 .93

100

behavior of employeesin hospital

feeling safe in thehospital

employees areconsistently courteous

employees knowlede toanswer the questions

Valid N (listwise)


Mean of Assurance = (3.23+3.37+2.88+3.08) / 4 = 3.14

Gap score of Assurance dimension= Expected service – perceived service = 5 – 3.14 = 1.86

Mean of Empathy dimension:


100 1 4 2.81 .91

100 1 5 2.72 .99

100 0 4 2.44 1.04

100 0 5 2.73 1.14

100

rate of individual attentiongiven to a patiant

rate of individualemployee give attention

hospital having bestinterest at heart

rate of understandingspecific needs

Valid N (listwise)


Mean of Empathy = (2.81+2.72+2.44+2.73) / 4


= 2.675

Gap score of Empathy dimension= Expected service – perceived service = 5 – 2.675 = 2.325

Mean of Tangibles dimension:


100 2 5 3.51 .97

100 0 5 3.29 1.16

100 0 5 3.27 .95

100 1 5 3.14 .89

100 0 5 2.79 1.32

100

hospital's modern lookingequipments

percentage of physicalfacilities visuallyappealing

cleanniness ofemployees

service materials arevisual

percentage of maintainingvisiting hours

Valid N (listwise)


Mean of Tangibles = (3.51+3.29+3.27+3.14+2.79) / 5 = 3.2

Gap score of Tangibles dimension= Expected service – perceived service = 5 – 3.2 = 1.8


analysis of service quality of private hospital in bangladesh

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