Research Proposal

Research proposal on ‘CUSTOMER SATISFACTION WITH HOTEL SERVICES IN THE WESTIN DHAKA’ Prepared For Shahneoaj Shumon Lecturer Dept. of Business Administration International Islamic University, Chittagong Dhaka Campus INTRODUCTION: Concern over the quality of customer care services in Bangladesh has led to loss of faith in public and private hotel, low utilization of public health facilities, and increasing outflow of Bangladeshi patients to hospitals in neighboring countries. Under the circumstances, assessment of the country’s quality of health care service has become imperative, in which the patient’s voice must begin to play a greater role.

This study aims to identify the determinants of patient satisfaction with square hospitals. A survey can be conducted involving inpatients in Square hospitals in Dhaka City and patients who have experienced hospital services in a foreign country. Their views might be obtained through exit polls using probability and non-probability (for foreign hospital patients) sampling procedures. Regression models will be derived to identify key factors influencing patient satisfaction in this hospital.

This study attempts to identify the factors that influence patients’ satisfaction with health care services, and examines their service experiences with Square hospitals. A better understanding of the determinants of patient satisfaction with the different types of hospitals should help policy- and decision-makers adopt and implement effective measures to improve health care services in the country. The following are the main objectives of this study: ? Identify the key factors that affect patients’ satisfaction; ? Assess how these key factors are rated by patients;

Dependent variables: As a customer (Patient) I am satisfied with the Square Hospital Independent variables: ? The reliability ? The responsiveness ? Assurance ? Tangibles ? Communication ? Empathy ? Process features ? Cost ? Access ? Interior ? Food The basic model being tested in the study therefore is: Satisfaction = a + b1*reliability + b2*responsiveness + b3*assurance + b4*tangible + b5*communication + b6*empathy + b7*process features + b8*cost + b9*access + b10*Interior + b11*food + error METHODOLOGY Secondary research

Patient satisfaction issues have barely been examined in Square hospital. Additional secondary sources were consulted from the past few articles on the service quality in Square hospital. I feel more research is needed to analyze patients’ satisfaction level in a comprehensive manner. Qualitative research I will conduct conducted in-depth discussions with 50 patients about the entire process that they underwent to obtain the necessary care when afflicted. These discussions revealed a variety of factors that were grouped under the above eleven constructs of the model, i. . reliability, responsiveness, assurance, tangibles, communication, empathy, process, cost, access, interior and foods. Questionnaire design A preliminary questionnaire is developed in English using Likert scales. The questionnaire will be pre-tested several times to arrive at appropriate wording, format, length and sequencing of the questions. Pre-test feedback will be used to refine the questionnaire until it was ready for data collection. Questionnaire Listed below are different opinions about Square hospitals.

Please rate how strongly you agree or disagree with each of the following statements by placing a check mark. 1. I would like to take the health care service from the Square hospital. Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |9 |8 |7 |6 |5 |4 |3 |2 |1 | | 2. The service of the Square hospital is reliable. Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |9 |8 |7 |6 |5 |4 |3 |2 |1 | | 3.

The responsiveness of the employee is not impressive Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |1 |2 |3 |4 |5 |6 |7 |8 |9 | | 4. The patient’s family can filled assure of the 100% commitment from the hospital Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |9 |8 |7 |6 |5 |4 |3 |2 |1 | | 5. Square hospital has the tangibility (good appearance) to create positive impression.

Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |9 |8 |7 |6 |5 |4 |3 |2 |1 | | 6. Square hospital’s employee are not good in communication Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |1 |2 |3 |4 |5 |6 |7 |8 |9 | | 7. The Empathy for patient is high in this hospital Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |9 |8 |7 |6 |5 |4 |3 |2 |1 | | 8.

The process management of the hospital is excellent Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |9 |8 |7 |6 |5 |4 |3 |2 |1 | | 9. The cost of the service is quiet high. Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |1 |2 |3 |4 |5 |6 |7 |8 |9 | | 10. The accessibility to the staffs is under expectation

Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |1 |2 |3 |4 |5 |6 |7 |8 |9 | | 11. The Interior design of the hospital is excellent Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |9 |8 |7 |6 |5 |4 |3 |2 |1 | | 12. The food service for patients is up to the mark Extremely agree |Strongly agree |Agree |Somewhat agree |Neither agree |Somewhat disagree |Disagree |Strongly Disagree |Extremely Disagree | |9 |8 |7 |6 |5 |4 |3 |2 |1 | |

Data collection I, myself will be collecting the necessary data. I have got the permission from the Square hospitals to do the survey. Upon receipt of the list of patients to be released, I will use random sampling procedures to select the respondents and obtain data via personal interviews at the hospital premises on the day of discharge. Sampling method The population of the research was defined as Bangladeshis who have been inpatients in Square hospitals within this year. Due to resource and time constraints, a sample size of 50 was targeted. These 50 patients will be selected using random sampling methods.

CONCLUSION The health sector occupies an enormously important position in ensuring sustainable overall socio-economic advancement in developing countries. In Bangladesh, Square hospital promises to provide quality health service to the nation. Improving medical care in Bangladesh requires attention to service features that are regularly rated by patients. These features include doctors, nurses, tangibles and process features, etc. This study may provide some insights of the factors influencing the patient satisfaction and help the hospital management team to take the right decision in ensuring quality service.