“CUSTOMER SATISFACTION AT MO HOSPITAL – A CASE STUDY”

Dr. N Ramanjaneyalu, Sachin Halli

Abstract


Healthcare has become one of India’s largest sectors - both in terms of revenue and employment. The Indian healthcare sector is growing at a brisk pace due to its strengthening coverage, services and increasing expenditure by public as well private players. Customer satisfaction is gaining a lot of importance in the health care sector. This is primarily because people are more aware and becoming more health conscious. So, hospitals are trying to ensure that their patients get the best possible service and their experience in the hospital is pleasant.

In a competitive market place where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Understanding Customer Satisfaction helps in understanding the customers better and improving the services provided. This study was conducted at a government hospital in Bangalore.  The customers’ survey was conducted using a questionnaire with randomly selected sample size of 100. It also involved observations and interactions with the staff and students of the hospital. The objective of the study is to understand the level of customer satisfaction and to know the problems faced by the customers. Customer satisfaction is the key to any business organization’s success. Understanding customers’ satisfaction helps in understanding the hospitals support and service and to improve the service quality.


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ISSN : 2251-1547