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.e. 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.