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
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
2002-3-10-002 ------------------------
-------------Ahmed Asif
2002-3-10-017
-----------------------Md. Mahmud Hasan

2002-3-10-016 ------------------------------
---------------------------
Ahasan Al Habib
2002-2-10-068
Md. Tariqul Islam

2002-3-10-031
Md. Nasimul Alam

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

Table1: Number of private hospital in Bangladesh Table 2: carelessness of doctors in different private hospitals Table 3: Respondents of Depth interview Table 4: Area of respondents Table5: Gap score of dimension Table of correlation among five dimensions Table6:One Sample T-test for Reliability Dimension Table7: One Sample T-test for Responsiveness Dimension Table8:One Sample T-test for Assurance Dimension Table9:One Sample T-test for Empathy Dimension Table10:One Sample T-test for Tangible Dimension Table11: statistical analysis For Reliability dimension Table12: statistical analysis For Responsiveness dimension Table13: statistical analysis For Assurance dimension Table14: statistical analysis For Empathy dimension Table15: statistical analysis For Tangible dimension Table16: descriptive statistic for reliability dimension Table17: descriptive statistic for responsiveness dimension Table18: descriptive statistic for Assurance dimension Table19: descriptive statistic for Empathy dimension Table20: descriptive statistic for Tangible dimension
Page number
19 22 25 28 37 40 49-53 54-56 57-60 61-64 65-69 71 71 71 72 72 73 73 74 74 75
List of Graphs Name of the graph

Graph of percentage of promises completed
Page numbers 49 4
Graph of Rate of showing Interest Graph of For doing right service Graph of For keeping promises Graph of inform customer about service available Graph of prompt service Graph of Graph of Graph of Graph of Graph of Graph of Graph of Graph of patients Graph of Graph of Graph of Graph of Graph of Graph of Graph of willingness to provide services respond to patients request behavior of employees feeling safe employees courteous employee know the answer hospitals attention to patients individual employees attention towards best interest at heart towards employees understanding specific needs hospitals modern looking visually appealing of physical facilities cleanliness of employees visual affect of service materials maintaining visiting hours
50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69
Table of content
Name of the topic Executive summary Problem definition Approach to the problem Research design Data analysis Results Limitations and caveats Conclusion Recommendations
Bangladesh
Page numbers 7 8 8 9-26 26-27 28-37 38 39 40-41 5
Analysis of Service Quality Of Private Hospitals In
Appendix Exhibits
42-47 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
Problem Definition
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.
Research design
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 appendixlicense). To gather information from people we conduct two FGD (Focus Group Discussion) and Depth Interview with the expert of this health arena.
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)
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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 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

About 80% people get their health service from private sector. Only 20% people get 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
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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: Doctors 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 Analysis of Service Quality Of Private Hospitals In 12
Bangladesh
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, ultraAnalysis of Service Quality Of Private Hospitals In Bangladesh
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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.
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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.
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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 Number of private hospital out side Dhaka city Total Govt. approved private hospital =349 =811 =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
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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
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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 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)
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Information about the carelessness of Doctors in private Hospitals :( News

paper information research by CAB & HCRF, July 2003-Dec2004)
Case no. 01.
Date & source of Incident 13 July, 2003 The Daily Ittefuque 01September 2003 13 August,2003 The Daily Janakantha 6 September 2003 12 September, 2003. The Daily Samdad 14 December 2003 The Daily Jugantor 11September 2003
Name & address of victim Shahin Akter Sumi Age 8yrs Rasheda Begum
Name of the private hospital Pahartali pivate clinic Nazam clinic Bornali, Rajshahi Azimpur Maternity Clinic Comfort Nursing home pvt. Ltd
Reasons
Suspected person institution Dr.Mustura Khatun
Steps taken and Case filed
02.
Get operated in left eye instead of right eye Died because of wrong operation Doctors careless Stitch and dressing the patient keeping goz and scissor inside the patient New born baby died because of wrong and carelessness of doctor Died for wrong
Dr. Intekhab Alam -----Dr.Md.saiful Islam & Dr. Rahila Khatun ------
------
03. 04.
New born baby of Nasima khatun Tanzina Hasanat
------Case filed
05.
The Dailt Jugantor 15 March 2004
Bilkis Begum Age:33yrs
New Life Clinic Panchaguar
------
06.
The Daily Jugantor,23 June
Rickshaw puller Mizan
Abedin Hospital
Dr. Mofizur Rahman
Case filed
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2004 07. 17 September 2004,The Daily Janakantha Mustari Begum. wife of former IG of Police
private Ltd. Lab Aid Cardiac Hospital
operation at lower abbes Died Because of wrong treatment
Dr. Mariar Hossain Dr.Abdulla Al Masum, Dr.pradip Kumar ,Dr.A.P.M shobabuzzaman Fake Doctor Dipali
08.
12 October 2004 The Daily Ittefaque,14 October 2004
Nasima Begum Age:25yrs
New Maternity Clinic,Chan khar pool
Died because of heavy bleeding at the time of delivery
Case filed against 09 person including the owner of the hospital and doctor and claimed Tk.11 cror Case filed
Table 2: carelessness of doctors in different private hospitals
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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 AshShifa 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 7cs 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.
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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
Sl.no. 1 2 3 4 5 6 7 8 9 10 11 12 Age(years) 31 28 23 38 35 37 28 22 25 25 24 25 Sex M M M F F M F M M F M M Characteristics of participants Location Occupation Shomorita Hospital Businessman Shomorita Hospital Shomorita Hospital Shomorita Hospital EWU Public Health Institute Health Institute EWU EWU EWU EWU EWU Student Student Doctor Faculty member Researcher Worker Student Student Student Student Student
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13 14 15 16 17 18 19 20
24 37 28 29 28 42 38 60
F F F F M M M
EWU Ibnesina Hospital Bangladesh medical hospital Bangladesh medical hospital CAB Salauddin Ash-Shifa hospital Shomorita Hospital
Student Employer Medical Student Medical Student Medical Student Researcher Deputy Manager Managing Director Table 3: Respondents of Depth interview
M Bangladesh medical hospital
Scaling technique
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.
Questionnaire development and pretest
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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 respondents 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)
Sampling 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.
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Determine the Sample size for our research: we identify the sample size for our research by the following formula;
Sample size = ( 2 2)/d2 = {(25.5)2 (1.96) 2}/ (.05) 2

=100
Here,
Standard deviation for project ( ) =25.5 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.
Field work
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 Md.Nasimul Islam Ahasan Al Habib Ahmed Asif Md.Mahmud Hasan Tariqul Isalam Md.Nasimul Alam
Bangladesh
Area Motijheel, Tikatoli area Mohakhali area Gulshan area Dhanmondi, Mirpur area DOSH and Mogbazar area Other 25
Table 4: Area of respondents
Data Analysis
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.
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
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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 dont 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
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Statistical decision: since the probability (0.000) <.05 alternate (H1) hypothesis in accepted Marketing decision: Private Hospitals show sincere interest to solve the customers 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: 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 customers problems. Q5: H0: hospitals do not informed customer when service will be performed. H1: hospital informed customer when service will be performed. =0.05 Statistical decision: Since the probability (0.688) >.05 null (H0) hypothesis in accepted Private Hospitals not able to perform the service at the first
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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 Statistical decision: Since the probability (0.760) >.05 null (H0) hypothesis in accepted 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 Statistical decision: Since the probability (0.085) >.05 null (H0) hypothesis in accepted 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
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Statistical decision: Since the probability (0.223) >.05 null (H0) hypothesis in accepted Marketing decision: Private Hospitals are too busy to respond to their patients.
Assurance dimension:
Q1: H0: Behaviors of the hospitals employees are not good H1: Behaviors of the hospitals 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 dont 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 dont consistently courteous to patients H1: Employees in the hospital consistently courteous to patients. =0.05 Statistical decision: Since the probability (0.241) >.05 null (H0) hypothesis in accepted
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Marketing decision: Employees in the private hospital dont consistently courteous to

patients.
Q4: Ho: Employees of the hospital dont have the knowledge to answer patients questions.
H1: Employees of the hospital have the knowledge to answer your patients questions.
=0.05 Statistical decision: Since the probability (0.391) >.05 null (H0) hypothesis in accepted Marketing decision: Employees of the hospital dont have enough knowledge to answer
patients questions.
Empathy dimension
Q1: Ho: Hospital doesnt 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 doesnt have employees who give patient individual attention.
H1: Hospital has employees who give individual attention to patient
=0.05
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Statistical decision: Since the probability (0.005) <.05 alternate (H1) hypothesis in accepted Marketing decision: Private Hospital has employees who give individual attention to
patients.
Q3 Ho: Hospital doesnt have best interest at patients heart.

H1: Hospital has best interest at patients heart.
=0.05 Statistical decision: Since the probability (0.000) <.05 alternate (H1) hypothesis in accepted Marketing decision: Private Hospital has best interest towards patients.
Q4 Ho: Employees dont understand patients specific needs

H1: Employees understand patients specific needs
=0.05 Statistical decision: Since the probability (0.020) <.05 alternate (H1) hypothesis in accepted Marketing decision: Employees of private hospitals understand patients specific needs
Tangible dimension
Q1 Ho: Hospitals dont have modern looking equipment H1: Hospitals have modern looking equipment
=0.05
32
Statistical decision: Since the probability (0.000) <.05 alternate (H1) hypothesis in accepted Marketing decision: Private Hospitals have modern looking equipment.
Q2 Ho: Hospitals physical facilities are not visually appealing. H1: Hospitals physical facilities are visually appealing.
=0.05 Statistical decision: Since the probability (0.014) <.05 alternate (H1) hypothesis in accepted Marketing decision: Hospitals physical facilities are visually appealing to the patients.
Q3 Ho: Hospitals employees appear are not neat.

H1: Hospitals employees appear neat.
=0.05 Statistical decision: Since the probability (0.006) <.05 alternate (H1) hypothesis in accepted Marketing decision: Private Hospitals 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
33
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 Responsiveness dimension Assurance dimension Empathy dimension Tangibles dimension
1.988 2.11 1.86 2.325 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
34
dimension, reliability dimension, assurance and finally tangible dimension of a private hospital.
Correlations among five Dimension
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.
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
35
Results: Statistical decision: Since 0.706 > 0.05 null hypotheses in accepted. 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: Statistical decision: Since 0.689 > 0.05 null hypotheses in accepted. Marketing decision: There is no relationship between reliability dimensions and tangible
Correlations MEAN_REL Pearson Correlation Sig. (2-tailed) N MEAN_RES Pearson Correlation Sig. (2-tailed) N MEAN_ASS Pearson Correlation Sig. (2-tailed) N MEAN_EMP Pearson Correlation Sig. (2-tailed) N MEAN_TAN Pearson Correlation Sig. (2-tailed) N MEAN_REL 1.000 . 5 -.533 .642 3 .819 .181 4 .294 .706 4 .247 .689 5 MEAN_RES MEAN_ASS MEAN_EMP MEAN_TAN -.533 .819 .294 .247 .642 .181 .706 .689 3 4 4 5 1.000 -.038 .460 .937 . .976 .696 .227 3 3 3 3 -.038 1.000 .788 .352 .976 . .212 .648 3 4 4 4 .460 .788 1.000 .351 .696 .212 . .649 3 4 4 4 .937 .352 .351 1.000 .227 .648 .649 . 3 4 4 5
36
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 and caveats
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.
37
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.
Conclusion
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.
38
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. 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 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.
Recommendations
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 Analysis of Service Quality Of Private Hospitals In 39
Bangladesh
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. following factor will increase the service quality of private hospitals: Beside that
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 cant 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. 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 hospitals 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.
Bangladesh
40
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
41
0 0 0 0 1 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?

42
Coding only for researcher YES=1 NO=2
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

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 Neutral Disagree Agree of 5 4 3 2 Strongly Disagree 1 Not applicable 0
About the reliability Hospital 1. When hospital promises to do something by a certain time, it does so. 2. When you have problem
Bangladesh
43
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 Hospital 1. 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 hospital 1.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 Strongly Agree Neutral Disagree hospital. Agree 5 4 3 2 1. 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 needs
Bangladesh
Strongly Disagree 1
Not applicable 0
44
About the Tangibles of the hospital 1.Hospital has modern looking equipment 2. Hospitals physical facilities are visually appealing. 3. Hospitals 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: Education background: Gender: M / F School College University Others
Occupation: Monthly Income:
Govt.Service
Private Service
Business
Others
Tk.0 to Tk.10, 000 Tk.21, 000 to 30,000 Tk.41, 000 to above
Tk.11, 000 to Tk 20,000 Tk.31, 000 to Tk, 40,000
References:
Text: Service Marketing by VALARIE A. ZEITHAML AND MARY JO BITNER Statistic; Directorate of health)
45
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. 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
46
47
One Sample T-test for Reliability Dimension: For promises completed timely:
48
One-Sample Statistics N percentage of promises completed in timely 100 Mean 3.01 Std. Deviation 1.07 Std. Error Mean .11
111
One-Sample Test Test Value = 3 95% Confidence Interval of the Difference Lower Upper -.20 .22
t percentage of promises completed in timely .094
df 99
Sig. (2-tailed) .926
Mean Difference 1.00E-02
percentage of promises completed in timely Frequency Not applicable 3 Strongly Disagree 6 Disagree 18 Netural 35 Agree 36 strongly Agree 2 Total 100 Percent 3.0 6.0 18.0 35.0 36.0 2.0 100.0 Valid Percent 3.0 6.0 18.0 35.0 36.0 2.0 100.0 Cumulative Percent 3.0 9.0 27.0 62.0 98.0 100.0
Valid
49
p rc n g o p m e c m le d intim ly e e ta e f ro is s o p te e
4 0
3 0
2 0
Percent
1 0
0 N t a p a le o p lic b S n ly D a re tro g is g e D a re is g e N tu l e ra A re g e s n lyA re tro g g e
p rc n g o p m e c m le dintim ly e e ta e f ro is s o p te e
Rate of showing Interest

One-Sample Statistics N rate of showing interest 100 Mean 3.37 Std. Deviation .90 Std. Error Mean 8.95E-02
One-Sample Test Test Value = 3 95% Confidence Interval of the Difference Lower Upper .19 .55
rate of showing interest
t 4.134
df 99
Mean Difference .37
50
rate of showing interest Frequency Notapplicable 1 Disagree 17 Netural 30 Agree 47 Strongly agree 5 Total 100 Percent 1.0 17.0 30.0 47.0 5.0 100.0 Valid Percent 1.0 17.0 30.0 47.0 5.0 100.0 Cumulative Percent 1.0 18.0 48.0 95.0 100.0
Valid
ra o s o in in re t te f h w g te s
5 0
4 0
3 0
2 0
Percent
1 0
0 N ta p a le o p lic b D a re is g e N tu l e ra A re g e S n ly a re tro g g e
ra o s o in in re te f h w g te st
For doing right service

One-Sample Statistics N percentage of doing right service 100 Mean 2.89 Std. Deviation 1.02 Std. Error Mean .10
51
One-Sample Test Test Value = 3 95% Confidence Interval of the Difference Lower Upper -.31 9.32E-02
t percentage of doing right service -1.074
df 99
Mean Difference -.11
percentage of doing right service Frequency not applicable 1 strongly disagree 4 Disagree 37 Netural 24 Agree 31 strongly agree 3 Total 100 Percent 1.0 4.0 37.0 24.0 31.0 3.0 100.0 Valid Percent 1.0 4.0 37.0 24.0 31.0 3.0 100.0 Cumulative Percent 1.0 5.0 42.0 66.0 97.0 100.0
Valid
p r e ta eo d in r h s r ic ec n g f o g ig t ev e
4 0
3 0
2 0
Percent
1 0
0 n t a p a le o pl b ic sr n lyd a r e t o g is ge D ar e is ge Nt r l eua Ar e ge sr n lya r e t o g ge
p r e t g o d in r h s r ic ec na e f o g ig t ev e
For keeping promises
52
One-Sample Statistics N percentage of keeping peomises 100 Mean 2.83 Std. Deviation 1.17 Std. Error Mean .12
t percentage of keeping peomises -1.450
df 99
percentage of keeping peomises Frequency Not applicable 6 strongly disagree 3 disagree 29 Netural 30 agree 28 strongly agree 4 Total 100 Percent 6.0 3.0 29.0 30.0 28.0 4.0 100.0 Valid Percent 6.0 3.0 29.0 30.0 28.0 4.0 100.0 Cumulative Percent 6.0 9.0 38.0 68.0 96.0 100.0
Valid
53
p r e ta eo k e in p o is s ec n g f e p g e m e
4 0
3 0
2 0
Percent
1 0
0 N t a p a le o p lic b s n lyd a re tro g is g e d a re is g e N tu l e ra a re g e s n lya re tro g g e
p r e ta eo k e in p o is s ec n g f e p g e m e
For inform customer when service will be available

One-Sample Statistics N Inform customer whem service available 100 Mean 2.96 Std. Deviation .99 Std. Error Mean 9.94E-02
t Inform customer whem service available -.402
df 99
Mean Difference -4.00E-02
Inform customer whem service available Frequency strongly disagree 5 disagree 32 netural 29 agree 30 strongly agree 4 Total 100 Percent 5.0 32.0 29.0 30.0 4.0 100.0 Valid Percent 5.0 32.0 29.0 30.0 4.0 100.0 Cumulative Percent 5.0 37.0 66.0 96.0 100.0
Valid
54
Info cu m r w mservice availab rm sto e he le

4 0
3 0
2 0
Percent
1 0
0 stro g d g e n ly isa re d g e isa re n tu l e ra a re g e stro g a re n ly g e
In rmcu m r w e se fo sto e h m rvice a ila le va b
One Sample T-test for Responsiveness Dimension: For prompt service

One-Sample Statistics N percentage of giving prompt service 100 Mean 2.97 Std. Deviation .98 Std. Error Mean 9.79E-02
t percentage of giving prompt service -.306
df 99
Mean Difference -3.00E-02
55
Statistics percentage of giving prompt service 100 0 2.97 3.00 4 .98 rate of willingness to povide service 100 0 2.83 3.00 2 .97 respond rate of patiant's request 100 0 2.87 3.00 3 1.06
N Mean Median Mode Std. Deviation
Valid Missing
p r e ta eo g in p m t s rv e ec n g f iv g ro p e ic
4 0
3 0
2 0
Percent
1 0
0 s n lyd a re tro g is g e d a re is g e N tu l e ra a re g e s n lya re tro g g e
p rc n g o g in p m t s rv e e e ta e f iv g ro p e ic
For willingness to provide services

One-Sample Statistics N rate of willingness to povide service 100 Mean 2.83 Std. Deviation .97 Std. Error Mean 9.75E-02
56
t rate of willingness to povide service -1.744
df 99
rate of willingness to povide service Frequency strongly disagree 7 disagree 34 Netural 30 agree 27 strongly agree 2 Total 100 Percent 7.0 34.0 30.0 27.0 2.0 100.0 Valid Percent 7.0 34.0 30.0 27.0 2.0 100.0 Cumulative Percent 7.0 41.0 71.0 98.0 100.0
Valid
ra o w g e s top v e s rv e te f illin n s o id e ic
4 0
3 0
2 0
Percent
1 0
0 s n ly d a re tro g is g e d a re is g e N tu l e ra a re g e s n ly a re tro g g e
ra o w g e s top vid s rv e te f illin n s o e e ic
For respond to patients request

One-Sample Statistics N respond rate of patiant's request 100 Mean 2.87 Std. Deviation 1.06 Std. Error Mean .11
57
t respond rate of patiant's request -1.226
df 99
respond rate of patiant's request Frequency not applicable 1 strongly disagree 9 disagree 26 netiral 34 agree 26 strongly agree 4 Total 100 Percent 1.0 9.0 26.0 34.0 26.0 4.0 100.0 Valid Percent 1.0 9.0 26.0 34.0 26.0 4.0 100.0 Cumulative Percent 1.0 10.0 36.0 70.0 96.0 100.0
Valid
re p n ra o p tia t's re u s s o d te f a n qet

4 0
3 0
2 0
Percent
1 0
0 n t a p a le o p lic b s n ly d a re tro g is g e d a re is g e n tira e l a re g e s n ly a re tro g g e
re p n ra o p tia t's re u st s o d te f a n qe
One Sample T-test for Assurance Dimension: For behavior of employees
58
One-Sample Statistics N behavior of employees in hospital 100 Mean 3.23 Std. Deviation .91 Std. Error Mean 9.08E-02
One-Sample Test Test Value = 3 95% Confidence Interval of the Difference Lower Upper 4.97E-02 .41
t behavior of employees in hospital 2.532
df 99
Mean Difference .23
behavior of employees in hospital Frequency strongly disagree 2 disagree 22 nrtural 31 agree 41 strongly agree 4 Total 100 Percent 2.0 22.0 31.0 41.0 4.0 100.0 Valid Percent 2.0 22.0 31.0 41.0 4.0 100.0 Cumulative Percent 2.0 24.0 55.0 96.0 100.0
Valid
b h vio o e p y e in h s ita e a r f m lo e s op l
5 0
4 0
3 0
2 0
Percent
1 0
0 stro g d a re n ly is g e d a re is g e n ra rtu l a re g e s n ly a re tro g g e
b h vio o e p ye s inh sp l e a r f m lo e o ita
59
For feeling safe

One-Sample Statistics N feeling safe in the hospital 100 Mean 3.37 Std. Deviation 1.04 Std. Error Mean .10
t feeling safe in the hospital 3.554
df 99
Mean Difference .37
feeling safe in the hospital Frequency not applicable 1 strongly disagree 3 disagree 16 netural 29 agree 40 strongly agree 11 Total 100 Percent 1.0 3.0 16.0 29.0 40.0 11.0 100.0 Valid Percent 1.0 3.0 16.0 29.0 40.0 11.0 100.0 Cumulative Percent 1.0 4.0 20.0 49.0 89.0 100.0
Valid
60
fe lin s feinth h s ita e g a e op l

5 0
4 0
3 0
2 0
Percent
1 0
0 n t a p a le o p lic b s n lyd a re tro g is g e d a re is g e n tu l e ra a re g e s n lya re tro g g e
fe lin s feinth h s ita e g a e op l
For employees consistently courteous

One-Sample Statistics N employees are consistently courteous 100 Mean 2.88 Std. Deviation 1.02 Std. Error Mean .10
t employees are consistently courteous -1.179
df 99
61
employees are consistently courteous Frequency not applicable 4 strongly disagree 2 disagree 25 netural 43 agree 23 strongly agree 3 Total 100 Percent 4.0 2.0 25.0 43.0 23.0 3.0 100.0 Valid Percent 4.0 2.0 25.0 43.0 23.0 3.0 100.0 Cumulative Percent 4.0 6.0 31.0 74.0 97.0 100.0
Valid
e p y e a c n is n c u o s m lo e s re o s te tly o rte u
5 0
4 0
3 0
2 0
Percent
1 0
0 n t a p a le o p lic b s n lyd a re tro g is g e d a re is g e n tu l e ra a re g e s n ly a re tro g g e
e p y e a c n is n c u o s m lo e s re o s te tly o rte u
For employee know the answer of patients questions

One-Sample Statistics N employees knowlede to answer the questions 100 Mean 3.08 Std. Deviation .93 Std. Error Mean 9.29E-02
t employees knowlede to answer the questions .862
df 99
Mean Difference 8.00E-02
62
employees knowlede to answer the questions Frequency not applicable 1 strongly disagree 6 disagree 13 netural 46 agree 32 strongly agree 2 Total 100 Percent 1.0 6.0 13.0 46.0 32.0 2.0 100.0 Valid Percent 1.0 6.0 13.0 46.0 32.0 2.0 100.0 Cumulative Percent 1.0 7.0 20.0 66.0 98.0 100.0
Valid
em lo p yees kno le e to a sw the qu w d n er estio ns

5 0
4 0
3 0
2 0
Percent
1 0
0 n ta p b o p lica le stro g d g e n ly isa re d g e isa re n tu l e ra a re g e stro g a re n ly g e
e p ye s kn w d to a sw r th q e n m lo e o le e n e e u stio s
One Sample T-test for empathy Dimension: For hospitals attention to patients
One-Sample Statistics N rate of individual attention given to a patiant 100 Mean 2.81 Std. Deviation .91 Std. Error Mean 9.07E-02
63
One-Sample Test Test Value = 3 95% Confidence Interval of the Difference Lower Upper -.37 -1.01E-02
t rate of individual attention given to a patiant -2.095
df 99
rate of individual attention given to a patiant Frequency strongly disagree 7 disagree 31 netural 36 agree 26 Total 100 Percent 7.0 31.0 36.0 26.0 100.0 Valid Percent 7.0 31.0 36.0 26.0 100.0 Cumulative Percent 7.0 38.0 74.0 100.0
Valid
ra o in ivid a a n n g n to a p tia t te f d u l tte tio ive a n

4 0
3 0
2 0
Percent
1 0
0 stro g d g e n ly isa re d g e isa re n tu l e ra a re g e
ra o in ivid a a n n g n to a p tia t te f d u l tte tio ive a n
For individual employees attention towards patients
64
One-Sample Statistics N rate of individual employee give attention 100 Mean 2.72 Std. Deviation .99 Std. Error Mean 9.86E-02
t rate of individual employee give attention -2.841
df 99
rate of individual employee give attention Frequency strongly disagree 12 disagree 29 netural 35 agree 23 strongly agree 1 Total 100 Percent 12.0 29.0 35.0 23.0 1.0 100.0 Valid Percent 12.0 29.0 35.0 23.0 1.0 100.0 Cumulative Percent 12.0 41.0 76.0 99.0 100.0
Valid
ra o in iv u l e p y eg ea n n te f d id a m lo e iv tte tio
4 0
3 0
2 0
Percent
1 0
0 s n ly d a re tro g is g e d a re is g e n tu l e ra a re g e s n ly a re tro g g e
ra o in iv u l e p y eg ea n n te f d id a m lo e iv tte tio
65
For hospital having best interest at heart towards employees

One-Sample Statistics N hospital having best interest at heart 100 Mean 2.44 Std. Deviation 1.04 Std. Error Mean .10
One-Sample Test Test Value = 3 95% Confidence Interval of the Difference Lower Upper -.77 -.35
t hospital having best interest at heart -5.396
df 99
hospital having best interest at heart Frequency not applicable 3 strongly disagree 17 disagree 28 netural 37 agree 15 Total 100 Percent 3.0 17.0 28.0 37.0 15.0 100.0 Valid Percent 3.0 17.0 28.0 37.0 15.0 100.0 Cumulative Percent 3.0 20.0 48.0 85.0 100.0
Valid
66
hospital having best interest at heart

4 0
3 0
2 0
Percent
1 0
0 n ta p b o p lica le stro g d g e n ly isa re d g e isa re n tu l e ra a re g e
h sp l h vin b st in re a h a o ita a g e te st t e rt
For understanding specific needs

One-Sample Statistics N rate of understanding specific needs 100 Mean 2.73 Std. Deviation 1.14 Std. Error Mean .11
t rate of understanding specific needs -2.359
df 99
67
rate of understanding specific needs Frequency not applicable 5 strongly disagree 6 disagree 32 netural 27 agree 28 strobgly agree 2 Total 100 Percent 5.0 6.0 32.0 27.0 28.0 2.0 100.0 Valid Percent 5.0 6.0 32.0 27.0 28.0 2.0 100.0 Cumulative Percent 5.0 11.0 43.0 70.0 98.0 100.0
Valid
ra o u d rs n in s e ific n e s te f n e ta d g p c ed
4 0
3 0
2 0
Percent
1 0
0 n t a p a le o p lic b s n lyd a re tro g is g e d a re is g e n tu l e ra a re g e s b ly a re tro g g e
ra o u d rs n in s e ific n e s te f n e ta d g p c ed
One Sample T-test for Tangible Dimension: For hospitals modern looking
One-Sample Statistics N hospital's modern looking equipments 100 Mean 3.51 Std. Deviation .97 Std. Error Mean 9.69E-02
68
t hospital's modern looking equipments 5.262
df 99
Mean Difference .51
hospital's modern looking equipments Frequency disagree 22 netural 17 agree 49 strongly agree 12 Total 100 Percent 22.0 17.0 49.0 12.0 100.0 Valid Percent 22.0 17.0 49.0 12.0 100.0 Cumulative Percent 22.0 39.0 88.0 100.0
Valid
h s ita m d rnlo k ge u m n o p l's o e o in q ip e ts

6 0
5 0
4 0
3 0
2 0
Percent
1 0
0 d a re is g e n tu l e ra a re g e s n ly a re tro g g e
h s ita m d rnlo k ge u m n o p l's o e o in q ip e ts
For visually appealing of physical facilities
69
One-Sample Statistics N percentage of physical facilities visually appealing 100 Mean 3.29 Std. Deviation 1.16 Std. Error Mean .12
t percentage of physical facilities visually appealing 2.506
df 99
Mean Difference .29
percentage of physical facilities visually appealing Frequency not applicable 3 strongly disagree 2 disagree 21 netural 22 agree 41 strongly agree 11 Total 100 Percent 3.0 2.0 21.0 22.0 41.0 11.0 100.0 Valid Percent 3.0 2.0 21.0 22.0 41.0 11.0 100.0 Cumulative Percent 3.0 5.0 26.0 48.0 89.0 100.0
Valid
70
p rc n g o p y ic l fa ilitie v u llya p a g e e ta e f h s a c s is a p e lin

5 0
4 0
3 0
2 0
Percent
1 0
0 n t a p a le o p lic b s n lyd a re tro g is g e d a re is g e n tu l e ra a re g e s n lya re tro g g e
p rc n g o p y ic l fa ilitie v u llya p a g e e ta e f h s a c s is a p e lin
For cleanliness of employees

One-Sample Statistics N cleanniness of employees 100 Mean 3.27 Std. Deviation .95 Std. Error Mean 9.52E-02
t cleanniness of employees 2.836
df 99
Mean Difference .27
71
cleanniness of employees Frequency not applicable 1 strongly disagree 1 disagree 19 netural 35 agree 37 strongly agree 7 Total 100 Percent 1.0 1.0 19.0 35.0 37.0 7.0 100.0 Valid Percent 1.0 1.0 19.0 35.0 37.0 7.0 100.0 Cumulative Percent 1.0 2.0 21.0 56.0 93.0 100.0
Valid
c a n e so e p y e le n in s f m lo e s
4 0
3 0
2 0
Percent
1 0
0 n t a p a le o p lic b s n ly d a re tro g is g e d a re is g e n tu l e ra a re g e s n ly a re tro g g e
c a n e so e p y e le n in s f m lo e s
For visual affect of service materials

One-Sample Statistics N service materials are visual 100 Mean 3.14 Std. Deviation .89 Std. Error Mean 8.88E-02
72
One-Sample Test Test Value = 3 95% Confidence Interval of the Difference Lower Upper -3.62E-02 .32
t service materials are visual 1.577
df 99
Mean Difference .14
service materials are visual Frequency strongly disagree 1 disagree 25 netural 38 agree 31 strongly agree 5 Total 100 Percent 1.0 25.0 38.0 31.0 5.0 100.0 Valid Percent 1.0 25.0 38.0 31.0 5.0 100.0 Cumulative Percent 1.0 26.0 64.0 95.0 100.0
Valid
se rvice m te ls a visu l a ria re a

5 0
4 0
3 0
2 0
Percent
1 0
0 stro g d g e n ly isa re d g e isa re n tu l e ra a re g e stro g a re n ly g e
se rvice m te ls a visu l a ria re a
For maintaining visiting hours
73
One-Sample Statistics N percentage of maintaining visiting hours 100 Mean 2.79 Std. Deviation 1.32 Std. Error Mean .13
t percentage of maintaining visiting hours -1.590
df 99
percentage of maintaining visiting hours Frequency not applicable 3 strongly disagree 16 disagree 26 netural 16 agree 32 strongly agree 7 Total 100 Percent 3.0 16.0 26.0 16.0 32.0 7.0 100.0 Valid Percent 3.0 16.0 26.0 16.0 32.0 7.0 100.0 Cumulative Percent 3.0 19.0 45.0 61.0 93.0 100.0
Valid
p rc n g o m in in g v itin h u e e ta e f a ta in is g o rs
4 0
3 0
2 0
Percent
1 0
0 n t a p a le o p lic b s n ly d a re tro g is g e d a re is g e n tu l e ra a re g e s n ly a re tro g g e
p rc n g o m in in gvis gh u e e ta e f a ta in itin o rs
74
Statistical Analysis of Servqual model
For Reliability dimension

Statistics percentage of promises completed in timely 100 0 3.01 3.00 4 1.07 rate of showing interest 100 0 3.37 4.00 4 .90 percentage of doing right service 100 0 2.89 3.00 2 1.02 percentage of keeping peomises 100 0 2.83 3.00 3 1.17 Inform customer whem service available 100 0 2.96 3.00 2 .99
Valid Missing
For Responsiveness dimension

Statistics percentage of giving prompt service 100 0 2.97 3.00 4 .98 rate of willingness to povide service 100 0 2.83 3.00 2 .97 respond rate of patiant's request 100 0 2.87 3.00 3 1.06
Valid Missing
For Assurance dimension

Statistics behavior of employees in hospital 100 0 3.23 3.00 4 .91 employees are consistently courteous 100 0 2.88 3.00 3 1.02 employees knowlede to answer the questions 100 0 3.08 3.00 3 .93
Valid Missing
feeling safe in the hospital 100 0 3.37 4.00 4 1.04
75
For Empathy dimension

Statistics rate of individual attention given to a patiant 100 0 2.81 3.00 3 .91 rate of individual employee give attention 100 0 2.72 3.00 3 .99 hospital having best interest at heart 100 0 2.44 3.00 3 1.04 rate of understandi ng specific needs 100 0 2.73 3.00 2 1.14
Valid Missing
For Tangible dimension

Statistics hospital's modern looking equipments 100 0 3.51 4.00 4 .97 percentage of physical facilities visually appealing 100 0 3.29 4.00 4 1.16
Valid Missing
cleanniness of employees 100 0 3.27 3.00 4 .95
service materials are visual 100 0 3.14 3.00 3 .89
percentage of maintaining visiting hours 100 0 2.79 3.00 4 1.32
76
Gap Score of Dimensions

Mean of reliability dimension:
Descriptive Statistics N percentage of promises completed in timely rate of showing interest percentage of doing right service percentage of keeping peomises Inform customer whem service available Valid N (listwise) 100 100 100 100 100 100 Minimum 0 0 0 0 1 Maximum 5 5 5 5 5 Mean 3.01 3.37 2.89 2.83 2.96 Std. Deviation 1.07 .90 1.02 1.17 .99
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:
Descriptive Statistics N percentage of giving prompt service rate of willingness to povide service respond rate of patiant's request Valid N (listwise) 100 100 100 100 Minimum 1 1 0 Maximum 5 5 5 Mean 2.97 2.83 2.87 Std. Deviation .98 .97 1.06
Mean of responsiveness = (2.97+2.83+2.87) / 3

77
= 2.89 Gap score of responsiveness dimension= Expected service perceived service = 5 2.89 = 2.11
Mean of Assurance dimension:

Descriptive Statistics N behavior of employees in hospital feeling safe in the hospital employees are consistently courteous employees knowlede to answer the questions Valid N (listwise) 100 100 100 100 100 Minimum 1 0 0 0 Maximum 5 5 5 5 Mean 3.23 3.37 2.88 3.08 Std. Deviation .91 1.04 1.02 .93
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:
Descriptive Statistics N rate of individual attention given to a patiant rate of individual employee give attention hospital having best interest at heart rate of understanding specific needs Valid N (listwise) 100 100 100 100 100 Minimum 1 1 0 0 Maximum 4 5 4 5 Mean 2.81 2.72 2.44 2.73 Std. Deviation .91 .99 1.04 1.14
78
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:

Descriptive Statistics N hospital's modern looking equipments percentage of physical facilities visually appealing cleanniness of employees service materials are visual percentage of maintaining visiting hours Valid N (listwise) 100 100 100 100 100 100 Minimum 2 0 0 1 0 Maximum 5 5 5 5 5 Mean 3.51 3.29 3.27 3.14 2.79 Std. Deviation .97 1.16 .95 .89 1.32
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
79

Analysis of Service Quality of Private Hospital in Bangladesh

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Analysis of Service Quality of Private Hospital in Bangladesh

Analysis of Service Quality Of Private Hospitals In Bangladesh

-----------------------Md. Mahmud Hasan

Md. Tariqul Islam

Md. Nasimul Alam

Analysis of Service Quality Of Private Hospitals In Bangladesh

Analysis of Service Quality Of Private Hospitals In Bangladesh

List of Tables Name of the table

List of Graphs Name of the graph

Analysis of Service Quality Of Private Hospitals In Bangladesh

Page numbers 7 8 8 9-26 26-27 28-37 38 39 40-41 5

Analysis of Service Quality Of Private Hospitals In

Analysis of Service Quality Of Private Hospitals In Bangladesh

Analysis of Service Quality Of Private Hospitals In Bangladesh

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

Analysis of Service Quality Of Private Hospitals In Bangladesh

TYPES OF HOSPITALS IN BANGLADESH

PRIVATE HOSPITAL IN BANGLADESH

PRESENT STATUS IN BANGLADESH

Analysis of Service Quality Of Private Hospitals In Bangladesh

PRESENT STATUS OF PRIVATE HOSPITAL IN DIFFERENT LOCATIONS

Table1: Number of private hospital in Bangladesh

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

SERVICE QUALITY OF PRIVATE HOSPITALS

Analysis of Service Quality Of Private Hospitals In Bangladesh

Medical Market Intelligence Report)

Analysis of Service Quality Of Private Hospitals In Bangladesh

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

Case no. 01.

Suspected person institution Dr.Mustura Khatun

Steps taken and Case filed

New born baby of Nasima khatun Tanzina Hasanat

The Dailt Jugantor 15 March 2004

Bilkis Begum Age:33yrs

New Life Clinic Panchaguar

The Daily Jugantor,23 June

Rickshaw puller Mizan

Dr. Mofizur Rahman

Analysis of Service Quality Of Private Hospitals In Bangladesh

private Ltd. Lab Aid Cardiac Hospital

operation at lower abbes Died Because of wrong treatment

12 October 2004 The Daily Ittefaque,14 October 2004

Nasima Begum Age:25yrs

New Maternity Clinic,Chan khar pool

Died because of heavy bleeding at the time of delivery

Table 2: carelessness of doctors in different private hospitals

Analysis of Service Quality Of Private Hospitals In Bangladesh

Analysis of Service Quality Of Private Hospitals In Bangladesh

Analysis of Service Quality Of Private Hospitals In Bangladesh

M Bangladesh medical hospital

Questionnaire development and pretest

Analysis of Service Quality Of Private Hospitals In Bangladesh

Analysis of Service Quality Of Private Hospitals In Bangladesh

Sample size = ( 2 2)/d2 = {(25.5)2 (1.96) 2}/ (.05) 2

Analysis of Service Quality Of Private Hospitals In

Table 4: Area of respondents

Plan of data analysis

Analysis of Service Quality Of Private Hospitals In Bangladesh

Analysis of Service Quality Of Private Hospitals In Bangladesh

Marketing decision: Employees in the private hospital dont consistently courteous to

Analysis of Service Quality Of Private Hospitals In Bangladesh

Q3 Ho: Hospital doesnt have best interest at patients heart.

Q4 Ho: Employees dont understand patients specific needs