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Team Name: Stumbled Upon Team Member: 1. 2. 3. 4. 5. 6.
Maruf Hossain Sufian Morshed Chowdhury (813) Mark Ratul Sinha (795) A.R.M. Mozaffar Hossain (823) Nahid Islam (794) Tanvir Hasan Khan
For the purpose of the Assignment on Service Marketing we are taking following service providers as our topic of this assignment:
Organization: Apollo Hospital Dhaka. Service Sector: Health & Care Primary objective of the study: To find out the level of satisfaction of the patients who takes service from Apollo Hospital Dhaka. Sample size: 70. We plan to take a fully structured interview to gather quantitative measurements to define the level of service quality provided by Apollo Hospital Ltd. We intend to take interviews of both male and female patients or their spouse(s). All of the interviewee would be adult. Procedure: To fully gauge the quality of the service quality, we have already developed a Survey Questionnaire. Instrument of Questionnaire: SERVQUAL Times needed for each Interview: 10-15 minutes. The medium of the interview: face-to-face personal interview and online interview using Google docs.
Survey Questionnaire Sample
We would like your impressions of Apollo Hospital’s service performance relative to your service expectations. Please consider the following areas as you think about the qualities listed in the survey below: Based on your experiences as a consumer of health care services, please think about the kind of library that would deliver excellent quality service. In the second column below, please show the extent to which you think such a hospital would possess the factor described in the first column. If you feel the factor is not at all important for libraries in general, circle 1. If you feel a factor is very important for libraries in general, circle 5. Circle a number in between if you feel less strongly about that factor.
The hospital has modern equipments. The physical facilities in the Hospital are visually appealing Personnel in the hospital are neat in appearance Materials associated with the service (such as pamphlets or statement) are visually appealing
Perception 1-Strongly Agree 5-Strongly Disagree
1 2 3 4 5
1 2 3 4 5 1 2 3 4 5
1 2 3 4 5 1 2 3 4 5
1 2 3 4 5 1 2 3 4 5
5. 6.
The hospital Keeps it promises in time When you have a problem, the hospital shows sincere interest in solving it
1 2 3 4 5 1 2 3 4 5
7. 8.
The hospital get things right the first time The hospital provides it’s services at the time it promises to do so’
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
9. It insists on error -free record 10. The personnel in the hospital
inform you exactly when the services will be performed 11. Personnel give you promt services
Personnel are never too busy to response to your need
Assurance
14.
The behavior of the personnel instils confidence in you
1 2 3 4 5 1 2 3 4 5
1 2 3 4 5 1 2 3 4 5 You feel safe in your dealings with the hospital 16. Personnel in the hospital are 1 2 3 4 5 1 2 3 4 5 consistently courteous to you
15.
17.
1 2 3 4 5 1 2 3 4 5
18.
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5
Personnel in the hospital are knowledgeable enough to answer your questions
Empathy
The hospital gives you individual attention
19.
The hospital has operating hours convenient to all it’s patients 20. The personnel in the hospital give you individual attention
21.
1 2 3 4 5 1 2 3 4 5
1 2 3 4 5 1 2 3 4 5
The hospital has your best interest
at heart
22.
The personnel in the understand your specific needs
1 2 3 4 5 1 2 3 4 5 hospital
Listed below are five features pertaining to hospitals/clinics and the service they offer. We would like to know how important each of these features is to you when you evaluate the service offered by a hospital or clinic. Please allocate a total of 100 points among the five features according to how important each feature is to you - the more important a feature is to you, the more points you should allocate to it. Please ensure that the points you allocate to the five features add up to 100.
1.
The appearance of the hospital/clinic’s physical facilities,
equipment, personnel and communication materials.
2.
The hospitals/clinic's ability to perform the promised service dependably and accurately.
_____ points
_____ points
3.
4.
5.
The hospital/clinic's willingness to help patients and provide a prompt service.
_____points
The knowledge and courtesy of the hospital/clinic personnel and their ability to convey trust and confidence.
_____ points
The caring, individualised attention the hospital/clinic provides its patients.
_____ points
TOTAL points allocated 100 points ____________________________________________________________________________
Which one feature of the above five is most important to you ? (Please enter the feature's number)
