final report BRM

Hospital Preference Survey by the people of Kathmandu
A Graduate Research Report
Submitted to : Pravat Uprety
Submitted by : Sushil Manandhar
MBAe, Trimester IV
Submitted for the course assessment of
Business Research Methodology
Kathmandu, Nepal
November 18, 2016

Table of Contents
ACKNOWLEDGEMENT.........................................................................................................................5
EXECUTIVE SUMMARY ........................................................................................................................6
CHAPTER 1.........................................................................................................................................7
INTRODUCTION..................................................................................................................................7
1.1Background of the study.............................................................................................................7
1.2 Problem Statement...................................................................................................................8
1.3 Objectives of the study..............................................................................................................8
1.4Theoretical Framework...............................................................................................................9
1.5Research Question...................................................................................................................10
1.5.1Research Question.............................................................................................................10
1.5.2Research Hypothesis..........................................................................................................10
CHAPTER 2.......................................................................................................................................12
LITERATURE REVIEW.........................................................................................................................12
CHAPTER 3.......................................................................................................................................14
RESEARCH DESIGN / METHODOLOGY.................................................................................................14
3.1 Definition of Survey Area / Population......................................................................................14
3.2 Research Type.........................................................................................................................14
3.3 Sources of data.......................................................................................................................14
3.4 Questionnaire design...........................................................................................................15
3.5 Sampling Design......................................................................................................................15
3.6 Data management and analysis................................................................................................15
3.7 Limitations..............................................................................................................................16
CHAPTER 4.......................................................................................................................................17
PRESENTATION AND ANALYSIS ......................................................................................................17
4.1 Frequency Distribution..........................................................................................................17
4.1.1 Distribution by gender.......................................................................................................17
4.1.2 Distribution by Age Group .................................................................................................17
4.1.3 Distribution by occupation.................................................................................................18
4.1.4 Distribution by Education level ..........................................................................................18
4.1.5 Distribution by Income Level..............................................................................................19
4.1.6 Distribution by Hospital Preference....................................................................................19

4.2 Analysis ..................................................................................................................................20
4.2.1 Is there significant relationship between gender and hospital preference?...........................20
4.2.2 Is there a significant relationship between occupation and hospital preference?..................21
4.2.3 Is there significant relationship between monthly salary and hospital preference? ...............22
4.2.4 Is there significant relationship between price and preference of the hospital? ....................23
4.2.5 Is there any significant relationship between level of the income and healthyenvironment? 24
CHAPTER 5.......................................................................................................................................26
SUMMARY AND CONCLUSIONS .........................................................................................................26
5.1 Summary of findings................................................................................................................26
5.2. Conclusion.............................................................................................................................27

List of Tables
Table 1: Gender Composition............................................................................................................17
Table 2 Distribution by age group......................................................................................................17
Table 3 Distribution by Occupation....................................................................................................18
Table 4 Distribution by Education level ..............................................................................................18
Table 5 Distribution by Income Level .................................................................................................19
Table 6 Distribution by Hospital Preference........................................................................................20
Table 7 Sample T-test........................................................................................................................20
Table 8 : T- test(Gender and Hospital Preference)..............................................................................21
Table 9 : Cross tabulation between occupation and most preferred hospital .......................................21
Table 10: Cross tabulation between occupation and most preferred hospital......................................22
Table 11: Cross Tabulation between family monthly salary and most preferred hospital.......................23
Table 12: Chi Square.........................................................................................................................23
Table 13:ANNOVA TABLE..................................................................................................................24
Table 14 : ANOVA Table betweenlevel of the income and healthy environment ..................................25
Table of Figures
Figure 1 Conceptual diagram for hospital satisfaction...........................................................................9

ACKNOWLEDGEMENT
Firstly , I am heartily thankful to Ace Institute of Management for offering the
course of Research Methodology. I would like to express my gratitude to our
course facilitator , Mr. Pravat Uprety for providing us with the opportunity to
carry out this research report. This report would not have been possible without
the specific guidelines, constructive suggestions and continuous encouragement
provided by him.
Lastly , I would like to thank all my friends who had helped me to complete this
project and make this as practical as possible.
Sincerely,
SushilManandhar

EXECUTIVE SUMMARY
This report is prepared in response to the partial fulfillment of the requirement
for the course “Business Research Methodology” , MBAe fourth trimester, Ace
Institute of Management, Pokhara University.
This report has been prepared on the basis of field research conducted to find ou
how people decide to get the health service among the different hospitals
available in the city. Since , hospitals has been one of the booming business in the
city, we can find more than 100 hospitals in the capital. So , with this survey , it is
intended to find what factors influence the customer to go for the particular
hospital.
The primary focus of this research and the preparation of questionnaire are to
determine the factors responsible for the preference of hospitals. The data were
collected from among 103 respondents of Kathmandu. The survey conducted
suggested that overall preference of hospital depends upon the treatment they
get from the hospitals. Due to the growing awareness level of health and
increasing rate of literacy is driving people to trust more to the private hospitals
than public ones. But the names of public hospitals are so deep that they are able
to set the huge images among the general people. Meanwhile, the preference of
hospitals was slightly observed to those that were nearly located to customers.

CHAPTER 1
INTRODUCTION
1.1Background of the study
The study on “Satisfaction level of Hospitals of Kathmandu” highlights the
importance of factors that are essential for patient to go any hospital. As we all
know, health is our basic infrastructure of development so its concern should be
one of top priority. My study focuses why people are willing to go to certain
hospital which is related to various factors and their satisfaction level.
Health is greatest wealth of individual. If people are healthy, country will be
wealthy. In today’s scenario, Nepalese people are focused towards improving
their healthy habits. They are willing to pay handsome amount to get quality
health service. So health institution should be able to deliver the service to reach
the expectation of people.
In my report, I tried to find out what are the expectations of patient that are
required when they visit a hospital. Their expectations become concern for the
hospital becausewe cannot compromise on life of people. My report helps to find
out what are the essential fields that health institution should consider before
delivering quality health services to the people.
Hospitals and clinics stands in every streets of Kathmandu Valley. But I had taken
10 leading hospitals which have created impact on people. Among these
hospitals, I tried to find out the best hospital and why do people prefer to visit
that hospital. Basically, people either prefer government or private hospital. The
factors affecting these hospitals are affordability of price, reputed doctors,
advanced medical technology, reputation and others. For example: Even though
Grande International Hospital has advanced medical equipments, people prefer
Bir Hospital to visit and have treatment because of its fame and well known
doctors.

In my report, I had mixed both of them and try to know which one is the actual
preference of people. I applied self administered research mechanism to go
through the people and find out the hospital they visit and reason behind it.
1.2 Problem Statement
Health industry is a booming business in Nepal. There are sky rocketing hospital,
clinics, diagnostic centers, ayurvedic clinics and many more. We never wished to
visit hospital and always wanted to be healthy and fine. We Nepalese now have
the problem to be treated by fake doctors who have no original doctorate license.
Health institutions are cheating people in the name of delivering quality health.
Standard and quality health service stands only as slogan but not in reality.
It’s not that every hospital don’t deliver health service as required by people but
there are many of those which are build only to earn money neglecting the
seriousness of human health. Even though people have capacity to pay, it has
become matter of confusion that which hospital is the best one that understands
human value and delivers pure and quality health service. Through my research, I
tried to find out people best preferred hospital and what are the major driving
factors that pulled them to visit there and have a treatment.
1.3 Objectives of the study
The main objective of the study is to conduct a survey to find out customer
satisfaction of hospitals of Kathmandu valley and factors influencing it.
1. To identify relationship between gender and hospital preference.
2. To identify relationship between occupation and hospital preference.
3. To identify relationship between monthly income and hospital satisfaction.
4. To identify relationship between price and hospital preference.
5. To identify relationship between income and healthy environment.

1.4Theoretical Framework
Figure 1 Conceptual diagram for hospital satisfaction
The dependent variable is
 Hospital Preference by customers
The independent variables are
 Gender
 Age
 Education
 Occupation
 Residence
 Price
 System and Management
 Treatment
Hospital Preference
Gender
Education
Age
Residence
Price
Occupation
Systemand
Management
Treatment

1.5Research Question
Every patient shows different satisfaction level when he/she visits particular
hospital. The level of preference is dependent upon various factors like age,
gender, salary, price, health environment, system and management and among
others. So to measure these aspects, the question can be designed as follows:
1.5.1Research Question
i. Is there a significant relationship between gender and hospital
preference?
ii. Is there a significant relationship between occupation and hospital
preference?
iii. Is there a significant relationship between monthly income and hospital
preference?
iv. Is there a significant relationship between price of the hospital and
hospital preference?
v. Is there a significant relationship between level of income and healthy
environment?
1.5.2Research Hypothesis
i. Null Hypothesis
There is no significant relationship between gender and hospital preference
Alternative Hypothesis
There is significant relationship between gender and hospital preference
ii. Null Hypothesis
There is no significant relationship between occupation and hospital
preference

There is significant relationship between occupation and hospital
preference
iii. Null Hypothesis
There is no significant relationship between monthly income and hospital
preference
There is significant relationship between monthly income and hospital
preference
iv. Null Hypothesis
There is no significant relationship between price and hospital preference.
There is significant relationship between price and hospital preference.
v. Null Hypothesis
There is no significant relationship between level of income and healthy
environment of hospital
There is significant relationship between level of income and healthy
environment of hospital

CHAPTER 2
LITERATURE REVIEW
Philip Kotler defines customer satisfaction as “a person’s feeling of pleasure or
disappointment after comparing a product’s perceived performance or outcome
against his/her expectations”. According to him, driving factors that affects
satisfaction are perceived performanceand expectations. Higher satisfaction only
happens when perceived performance exceeds expectation. Buyer’s expectation
is normally influenced by past performance, friend’s advice, competitor and
market information. According to him, customer value and satisfaction can be
delivered and produced only through value chain method. ( Value chain ; Micheal
Porter 1985; primary activities – inbound logistics, operations, outbound logistics,
marketing & sales, services ; secondary activities – firm infrastructure, human
resource management , technology development and procurement)
In health sector, patient satisfaction has become one of many important
objectives set for health services (Scott, Anthony, Smith, Richard D. “Keeping the
Customer Satisfied: 1994). Thepatient satisfactionsurvey is becoming the primary
tool of assessing this aspect of health care. Patient satisfaction survey provides a
“snapshot of patients’ opinions” of one’s medical/healthcare practice (White
Brandi “Measuring Patient Satisfaction: How to Do it and Why Bother” 1999).
One of the major goals of healthcare organizations (i.e. hospitals and clinics) is
that patients and families will be highly satisfied with their entire experience in
their patient visit and/or hospital stay. A healthcare organization’s purpose is to
measure, analyze, and report the degree to which they are meeting this goal
within their organization.
There is also an increase in patient satisfaction survey use in quality assurance-
type activities. Overall, the purpose of patient satisfaction surveys has been for
gaining feedback for use in prioritizing quality improvement activities. The trend
in patient satisfaction surveys has been moving towards measuring the patient’s

overall experience rather than just rating the patient’s satisfaction. An example of
this is knowing the number of patients who felt they had to wait too long to be
seen by a doctor and monitoring trends in these indicators over time. When the
manager or the clinician learns of this example and other examples like these, he
or shecan be much more usefulin pinpointing problems more precisely and more
effectively. Measuring patients' experiences is coming to be seen as much more
useful than measuring just the level of patient satisfaction (Picker institute
“Survey Information)
Patient satisfaction surveys can help identify ways of improving one’s
medical/healthcare practice. Since patients actively evaluate what is happening to
them during the experience of care, patient satisfaction is two things: “…an
indicator of quality of care, and a component of quality care”. The patient’s
judgment is a very personal one; it’s based on perceptions of care being
responsive to patients' "individual needs," rather than to any universal code of
standards. When patients perceive motives, communication, empathy, and
clinical judgment positively, they will respond more positively to care (Gesell,
Sabina B., Ph.D “Inpatient satisfaction). In the end with patient satisfaction
surveys, they help lead to better quality healthcare and happier and healthier
patients.

CHAPTER 3
RESEARCH DESIGN / METHODOLOGY
3.1 Definition of Survey Area / Population
The survey area for this research will be people who take health service inside
Kathmandu valley. The survey is transparent in such a way that every well known
hospitals where people visit for treatment falls under it and every respondents
are allowed to take best decision according to their preference. It is not possible
to know actual number of people who take health services but this survey will
define best possible ways to know the most preferred hospital according to its
limited population.
3.2 Research Type
The research method for this particular survey will be quantitative followed by
qualitative measures. Qualitative category will be used to explore concept,
knowledge and ides about research topic. Quantitative will be main basis since
overall survey is prepared on the basis of sample of population parameter.
Descriptivemethodology will be used sincesurvey is done by giving questionnaire
on self administered basis so that overall result would be of reliable and contain
accurate data.
3.3 Sources of data
Primary sources of data will be used for this research since data are collected for
the firsttime for own purposewhich tends to be original and fresh. Questionnaire
will be collected from among various respondents

3.4 Questionnaire design
The questionnaire of my research will be self administered type and designed on
structured basis. The nature of research will focus on qualitative aspect since I will
have to use primary source of gathering information i.e. short term interview. It
will consist of classification question, single response, multiple response, ranking
question and likert scale question.
Likert scale question will have a point which range from 1 to 5. Likert Scale will
range from very unsatisfied to very satisfied; dissatisfaction will be score of 1& 2
while satisfaction of score 4 & 5 and the score 3 for those that will be fair or
neutral. A mean of less than 3 will be classified as being dissatisfied with the
service. A mean that is greater than 3 will be classified as being satisfied with the
service provided, and a mean greater than 4 as being highly satisfied with the
service. The questionnaire will target 103 respondents.
3.5 Sampling Design
Non random/probability sampling design will be used for this research as
probability of selection won’t be predetermined. Under this, convenience
sampling technique will be used to collect data.
3.6 Data management and analysis
The data collection will be analyzed using two statistical programs i.e. SPSS and
Microsoft Excel. In case of descriptive analysis, various frequency tables,
percentage tables will be used to determine and study characteristics of the
sample. Parametric tests such as ANOVA, t-test and Pearson’s correlation
coefficient and non-parametric tests such as chi-square test will be used in the
study.

3.7 Limitations
Due to limitation in time and budget, the sample of population used might not be
representative. The research won’t have enough time to go every patient around
Kathmandu and collect data. The data collection will be done with small sample of
103 respondents. Since convenience technique of data collection will be used,
there might be occurrence of biased data. The sample size of the population
should be of large enough in order to increase validity.

CHAPTER 4
PRESENTATION AND ANALYSIS
4.1 Frequency Distribution
4.1.1 Distribution by gender
Gender Frequency Percent
Male 47 45.6
Female 56 54.4
Total 103 100.0
Table 1: Gender Composition
Out of 103 respondents 45.6% were male and 54.4% were female
4.1.2 Distribution by Age Group
Age
Group Frequency Percent
15-30 12 11.7
30-45 48 46.6
45-60 33 32.0
60 above 10 9.7
Total 103 100.0
Table 2 Distribution by age group
In this research, most of the respondent falls in the age group 30-45 years with
46.6% where as 32% respondents were in 45-60 age group. 11.7% lies on age
group 15-30 and finally 9.7% respondents belonged to age group 60 and above.

4.1.3 Distribution by occupation
Occupation Frequency Percent
Service 51 49.5
Business 28 27.2
Freelancher 22 21.4
Agriculture 2 1.9
Total 103 100.0
Table 3 Distribution by Occupation
Among 103 respondents , 49.5% were in Service occupation, 27.2% were in
Business occupation, 21.4% wereFreelancher and finally 1.9% were of agriculture
ocuupation.
4.1.4 Distribution by Education level
Education Frequency Percent
SLC and
Below
22 21.4
+2 12 11.7
Bachelor 43 41.7
Master 26 25.2
Total 103 100.0
Table 4 Distribution by Education level
There were 41.7% of respondents who had academic qualification of Bachelor,
25.2% of Masters, 21.4% of SLC and below and finally 11.7% of Intermediate (+2)

4.1.5 Distribution by Income Level
IncomeLevel Frequency Percent
Less than 15000 6 5.8
15000-30000 23 22.3
30000-45000 43 41.7
45000 and above 31 30.1
Total 103 100.0
Table 5 Distribution by Income Level
The research showed that 41.7% of respondents had family income level between
30000-45000 whereas 30.1% have family income 45000 and above. 22.3%
respondents had family income between 15000-30000 and 5.8% had family
income less than 15000.
4.1.6 Distribution by Hospital Preference
Frequency Percent
Valid Bir 36 35.0
Teaching 11 10.7
Patan 10 9.7
Norvic 13 12.6
Grande 5 4.9
B&B 4 3.9
Vayodha 2 1.9
Alka 4 3.9
Civil 3 2.9
Om 1 1.0
Total 89 86.4
Missing System 14 13.6
Total 103 100.0

Frequency Percent
Valid
Percent
Cumulative
Percent
86 83.5 83.5 83.5
Ac 3 2.9 2.9 86.4
CFC 5 4.9 4.9 91.3
Dirghayu 4 3.9 3.9 95.1
Gangalal 3 2.9 2.9 98.1
HAMS 2 1.9 1.9 100.0
Total 103 100.0 100.0
Table 6 Distribution by Hospital Preference
Out of 103 respondents, 35% of customers visit Bir Hospital. 12.6% of customers
visit Norvic Hospital and 10.7% of customers visit Teaching Hospital.
4.2 Analysis
The findings of the study were analyzed and interpreted as per hypothesis. The
entire hypothesis was set at the 95% confidence level.
4.2.1 Is there significant relationship between gender and hospital preference?
Gender N Mean
Std.
Deviation
Std. Error
Mean
Male 37 2.7838 2.31103 .37993
Female 52 3.2500 2.48821 .34505
Table 7 Sample T-test
The variation of data was greater for female respondents relative to male
respondents.
Null Hypothesis: (Ho)
There is no significant relationship between gender and hospital preference.
Alternative Hypothesis: (H1)
There is significant relationship between gender and hospital preference.

F Sig. t df
Sig. (2-
tailed)
6.180 .015 .082 71 .935
.092 65.514 .927
Table 8 : T- test (Gender and Hospital Preference)
Decision
From the T-test the sig (p-value) of F is 0.015 which is less than 0.05 so there is
significant relationship between gender and hospital preference. So we accept
H1.
4.2.2 Is there a significant relationship between occupation and hospital preference?
Hospital
Occupation
TotalService Business Freelancher Agriculture
Bir 61.1% 13.9% 25.0% 100.0%
Teaching 27.3% 45.5% 27.3% 100.0%
Patan 40.0% 50.0% 10.0% 100.0%
Norvic 53.8% 46.2% 100.0%
Grande 40.0% 40.0% 20.0% 100.0%
B&B 75.0% 25.0% 100.0%
Vayodha 50.0% 50.0% 100.0%
Alka 75.0% 25.0% 100.0%
Civil 100.0% 100.0%
Om 100.0% 100.0%
53.9% 28.1% 15.7% 2.2% 100.0%
Table 9 : Cross tabulation between occupation and most preferred hospital
Out of total respondents, 53.9% peoplewereserviceoriented, 28.1% people were
business oriented, and 15.7% peoplewere Freelancer and finally 2.2% agriculture.
Null Hypothesis (Ho)

There is no significant relationship between occupation and hospital preference.
Alternative Hypothesis (H1)
There is significant relationship between occupation and hospital preference.
Chi-Square Tests
Value df
Asymp. Sig.
(2-sided)
Pearson
Chi-
Square
39.358a
27 .059
Table 10: Cross tabulation between occupation and most preferred hospital
Decision
From Chi square test, the p-value was found to be (0.059) which is greater than
0.05. So we accept Ho. Hence, there is no significant relationship between
occupation and preference of the hospital.
4.2.3 Is there significant relationship between monthly salary and hospital
preference?
Income of your family per
month
Total
Less
than
15000
15000-
30000
30000-
45000
45000
and
above
Most
Preferred
Hospital
Bir 25.0% 22.2% 52.8% 100.0%
Teaching 18.2% 9.1% 36.4% 36.4% 100.0%
Patan 40.0% 60.0% 100.0%
Norvic 7.7% 61.5% 30.8% 100.0%
Grande 20.0% 80.0% 100.0%
B&B 25.0% 75.0% 100.0%

Vayodha 100.0% 100.0%
Alka 100.0% 100.0%
Civil 100.0% 100.0%
Om 100.0% 100.0%
Total 2.2% 18.0% 44.9% 34.8% 100.0%
Table 11: Cross Tabulation between family monthly salary and most preferred hospital
The survey showed that 44.9% of the respondents lie in income level 30000-
45000 whereas 34.8% of the respondents lie in income level 45000 and above,
18% of the respondents lie in income level 15000-30000and finally 2.2% of the
respondents lie in income level less than 15000.
There is no significant relationship between income of the family and hospital
preference.
There is significant relationship between income of the family and hospital
preference.
Value df
Asymp. Sig.
(2-sided)
Pearson
Chi-
Square
50.465a
27 .004
Table 12: Chi Square
Decision:
FromChi Square test, the p-value (0.004) is less than 0.05. So , wereject Ho.
Hence, there is significant relationship between income of the family and
preference of the hospital.
4.2.4 Is there significant relationship between price and preference of the hospital?

There is no significant relationship between price of the hospital and hospital
preference.
There is significant relationship between price of the hospital and hospital
preference.
Sum of
Squares df
Mean
Square F Sig.
Between
Groups
22.046 9 2.450 4.890 .000
Within
Groups
39.572 79 .501
Total 61.618 88
Table 13:ANNOVA TABLE
Decision
Fromthe ANOVA table, the p-valueis 0 which is less than 0.05 so we reject Ho.
Hence, there is a significant relationship between price and preferenceof the
hospital.
4.2.5 Is there any significant relationship between level of the income and healthy
environment?
Table 11: Tabulation between level of the income and healthy environment
There is no significant relationship between level of the income and healthy
environment
There is significant relationship between level of the income and healthy
environment

Sum of
Squares df
Mean
Square F Sig.
Between
Groups
13.020 3 4.340 3.529 .018
Within
Groups
121.737 99 1.230
Total 134.757 102
Table 14 : ANOVA Table between level of the income and healthy environment
Decision
FromANOVA table, the p-value is 0.018 which is less than 0.05 so wereject Ho.
This means there is significant relationship between level of income and healthy
environment.

CHAPTER 5
SUMMARY AND CONCLUSIONS
Fromthis study, wecan conclude different things regarding customer satisfaction
of health institution and the criteria that guides them to visit the mostpreferred
hospital for medical treatment.
5.1 Summary of findings
Fromthe research study on “Hospital Preferenceby the customers in
Kathmandu”, I havefound out answers to my different questions. By analyzing
the data collected fromthe 103, customers of hospitalfor their medical
treatment, following facts are drawn.
 There is significant relationship between the gender and the preference of
hospital. That means for the male and female visitors of the hospital, there
is effect on the choice of the hospital.
 There is no significant relationship between occupation and preference of
hospital. It can interpret that the occupation of people doesn’thelp in
choosing the hospital.
 There is significant relationship between monthly salary of the family and
preference of the hospital which means that there is affiliation between the
incomes they generate with the visitthat they make in their respective
hospital.
 There is significant relationship between price of the hospital and
preference of the hospital which means that preference of the hospital is
governed by the price that customer pay towards their treatment.
 There is significant relationship between different level of income and
healthy environment of the hospital.

5.2. Conclusion
From this study, we can conclude many things regarding the customer’s
preference of different hospitals. Now a day’s people are being very aware to
their health and they want health facilities in a level that cures their health
problem. We know that the medical institutions are sky rocketing business in
Nepalese context.
We also came to conclusion that occupation doesn’t have any impact on hospital
preference while gender, monthly salary, price and level of income have impact
on hospital preference by different customers. Finally , it was found that most of
people preferred Bir Hospital followed by Norvic Hospial and finally Teaching
Hospital.

ACE INSTITUTE OF MANAGEMENT
Hospital Satisfaction Survey of people in Kathmandu
Dear All,
I, student of Master of Business Administration in Ace Institute of
Management is conducting research on above topic. This is a survey
done to find hospital preference by people in Kathmandu. It is being
done as a part of course curriculum. Please kindly participate in this
survey and help me to complete this questionnaire.
Yours sincerely,
Sushil Manandhar
MBA – Trim IV

Please tick () for each criteria group
Gender Age Occupation Education Level Resident of
Kathmandu?
1 –Yes 0-No
1.Male
2.Female
1. 15-30
2. 30-45
3. 45-60
4. 60+
1.Service
2.Business
3.Freelancher
4.Agriculture
1. SLC and Below
2. +2
3. Bachelor
4. Masters
What is income of your family per month?
1. Less than 15,000 2. 15000 – 30000
2. 30000-45000 4. 45000 and above
1. Which hospitals you have visited till now? (You can select more than one)
S.N Name 1-Yes
0-No
S.N Name 1-Yes
0-No
1. Bir 6. B & B
2. Teaching 7. Vayodha
3. Patan 8. Alka
4. Norvic 9. Civil
5. Om 10. Grande
11. Others
(specify)
2. Which is your most preferred hospital for you to visit?
Preference 1 2 3 4 5 6 7 8 9 10
Hospital Bir Teaching Patan Norvic Om B&B Vayodha Alka Civil Grande
Others
Please Specify

3. Rank the hospitals according to your preference. (1- Highest 5 - Least)
S.N Hospital Rank
1 Bir
2 Teaching
3 Patan
4 Norvic
5 Om
4. What are the reasons for you to visit the above mentioned hospital?
S.N Reason 1-Yes
0-No
1 Affordable Price
2 Near distance
3 Customer Care
4 Well known doctors
5 Parking facilities
6 Others ( Specify)
5. For your most preferred hospital, rate according to following factors.
S.N Factors Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
1 2 3 4 5
1 I am satisfied with treatment
2 I am satisfied with the price
3 I am satisfied with the systemand
management
4 I am satisfied with healthy
environment
5 I am satisfied with beds and rooms of
hospital
THANK YOU

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