A STUDY ON Consumer perception

survey WITH SPECIAL REFERENCE To

SHIHAB THANGAL HOSPITAL, TIRUR
A Report submitted in partial fulfilment of the
Requirements for the award of the degree of
BBA. LLB(Hons)
Of the
UNIVERSITY OF THE CALICUT
2019-2024
Submitted by
ANJANA A S
Reg. No. LBATLBA014

BHAVAN’S N.A. PALKHIVALA ACADEMY FOR

ADVANCED LEGAL STUDIES AND RESEARCH,
RAMANATTUKARA, KOZHIKODE
 DECLARATION

I, ANJANA A S hereby declare that this project report “A STUDY

ON CONSUMER PERCEPTION SURVEY WITH SPECIAL REFERENCE
TO SHIHAB THANGAL HOSPITAL”, TIRUR has been prepared by me in
Partial fulfilment of the requirement for the award of the degree BBA. LLB (Hons).
I further declare that this project work is a result of my own effort and
that it has not been submitted to any other university for any degree or diploma. I
also confirm that the content of the report and the views contained therein have
been discussed and deliberated with the faculty guide.

Signature

Anjana A S
 STATEMENT OF THE PROBLEM

Consumer perception is defined as a process by which consumers

sense a marketing stimulus, and organize, interpret, and provide

meaning to it, the present study stated as “EFFIECTIVENESS OF

TRAINING PROGRAMME ON EMPLOYEES” with special

reference TO SHIHAB THANGAL HOSPITAL, TIRUR

 OBJECTIVES OF THE STUDY

1.TO ANALYSE CONSUMER PERCEPTION TOWARDS THE STUDY AREA.

2. TO EXAMIN THE SATISFACTION LEVEL OF PATIENT TOWARDS

HOSPITAL AND HEALTH CARE SERVICE PROVIDED BY HOSPITAL.

3. TO ASSESS THE AWARNESS LEVEL AND SOURCE OF AWARNESS

ABOUT HOSPITAL.

CONSUMER PERCEPTION
Consumer perception refers to how a customer feels about a
company. This includes their thoughts, emotions and opinions
related to a brand and its products or services. Customer
perception can be positive or negative.
The customer perception process occurs when customers interact
with your brand, products or services. This process includes:

 Sensing: The sensing stage involves customers' physical

senses, meaning what they see, touch, taste, hear and feel
related to your product or services, such as the music playing
in the background at a retail store or restaurant.

 Organizing: After customers have a sensory experience, their

minds organize this information based on their own personal
values and beliefs. For example, a customer may consider
where to eat for dinner by comparing menu prices, distance
from their house and the sustainability practices of different
restaurants.
 Reacting: The reacting stage is when customers decide to act.
This might mean they make a purchase from your company,
purchase from another business or don't buy the product.

SOURCE OF DATA
Data refers to information or facts , However it also includes
descriptive facts, Non numerical information, Qualitative and
quantitative information.
Data could be broadly classified as

• Primary data

• Secondary data

Primary data is the data collected for the first time through field
survey. It is collected with a set of objectives to assess the current
status of any variable study. Therefor primary data are those
collected by the researcher himself for the first time and thus they
are original in character.

Secondary data refers to the information or facts already collected.

It is collected with objective of understanding the part status of any
variable or the data collected and reported by some source is
accessed and used for objective of a study. Normally in research
the scholars collect published data, Analyze it in order to explain
the relationship between the variables.
 PRIMARY DATA

. Questionnaire

. Observation Feedback form

SECONDARY DATA

. Website

. Periodicals or journals

. Research thesis and dissertation

. Foot notes

. Encyclopedias

. Statistical data sources

SAMPLE DESIGN
It involves collection measurement and analysis of data. The
project is based upon the descriptive research design. Descriptive
research is also called statistical research. The main goal of this
type of research is to describe the data and characteristics about
what is being studied. The idea behind this type of research is to
study frequencies, averages and other statistical calculations

SAMPLING METHOD

The method adopted for the research is convenient sampling, and

the result obtained through only the representative of the
population selected. This method is feasible as the time and the
resources available are restricted.

SAMPLE SIZE

Due to time and resource constraint the sample size is taken as 50

for total population of consumer

TOOLS FOR DATA COLLECTION AND

PRESENTATION
. Questionnaire
. Observations

TOOLS USED FOR DATA ANALYSIS

. Simple percentage method

. Charts, Diagram etc...

PERIOD OF THE STUDY

The study on the topic Consumer

Perception Survey was conducted SHIHAB
THANGAL HOSPITAL,TIRUR during the period of
15 days between 01st March 2023 and 18th March 2023

INSPIRATION
Our inspiration comes from the great Shihab
Thangal, whose memory will continue to live on through
our institution, the Shihab Thangal Hospital in Tirur. 
Our hospital's culture will reflect His selflessness, empathy
towards the sick and suffering and charity to those who
deserve it. Just as he has touched the hearts and lives of
countless numbers of people, we also plan to follow in his
footsteps through our institution of care.
Through this institution we want to continue the great
leader's lifetime efforts at serving humanity regardless of
race, caste, religion, social status or wealth.
The Shihab Thangal Hospital in Tirur will stand out forever
as a reminder of our great leader.
Our motto "caring is our concern" is a reminder of this
commitment.

SHIHAB THANGAL
HOSPITAL,TIRUR.

The Shihab Thangal Memorial Hospital and Research Centre is named after
and dedicated to the memory of Shihab Thangal a great philanthropist and
server of the people. The hospital will stand out as a beacon of light in the
whole of Malabar and Kerala, providing world class, state-of-the-art
treatment and facilities to the population. In addition, educational
institutions for disciplines such as nursing, physiotherapy, radiography etc
will also be provided for.
The building will house 9 floors when fully completed and cater for the
most advanced diagnostic and treatment modalities. The initial phase of the
construction of 5 floors is now complete and has entered its finishing
stages.
The Shihab Thangal Memorial Hospital and Research Centre was
registered in 2001, under the Kerala Government Cooperative Societies Act
1969. It has over 2000 shareholders and is governed by the rules and
regulations of the society.
The Hospital is governed by a Board of Directors with Mr. Abdurrahman
Randathani as the Chairman and Mr. Ibrahim Haji as the Vice Chairman
along with 12 other directors.
On the management side, there is a Secretary, Mr. Rahimatulla , Chief
Executive Dr Raju George and a General Manager Mr.KP
Fasaludheen. Mr. Shamsudheen is the manager of public relations and
Advocate Muzammil is the Public Relations Officer.
On the international front, there is collaboration between institutions in the
UK and USA that will offer advanced training and support along with
exchange of personnel.

QUESTIONNAIRE

1. GENDER
 FACT NO OF PERCENT
ORS RESPONDENTS AGE
FEMA
32 64%
LE
MALE 18 36%
OTHE
0 0%
R

GENDER

70 64
60

50

40 36

30

20

10
0
0
FEMALE MALE OTHER

2. Age
 NO OF
PERCEN
RESPON
FACTORS TAGE
DENTS
LESS THAN
8 16%
20 YEARS
20-40 YEARS 35 70%
41-50 YEARS 7 14%
51-60 YEARS 0 0%
ABOVE 61
0 0%
YEAR

AGE
80

70
70
60

50

40

30

20
16
10 14

0
LESS THAN 20 YEAR 20-40 YEAR 40-50 YEAR 50-600YEAR ABOVE
0 YEAR

3.Occupation
 NO OF
PERCENTA
FACTORS RESPONDEN
GE
TS
GOVT
1 2%
SERVENT
SELF
14 28%
EMPLOYEE
STUDENT 14 28%
NO JOB 17 34%
OTHER 4 10%

OCCUPATION
40

35
34
30
28 28
25

20

15

10
10
5

0 2
Govt servant Self employee Student No job Other

4. Overall, how quickly hospital staff respond

towards you?
 NO OF
FACTORS PERCENTAG
RESPONDEN
E
TS
VERY GOOD 20 40%
GOOD 18 36%
AVERAGE 9 18%
BELOW
3 6%
AVERAGE
OTHER 0 0%

STAFF RESPONDS

40%
36%

18%

6%

VERY GOOD GOOD AVERAGE BELOW AVERAGE OTHER

0%

5.State your level of satisfaction with the process of

registration, booking an appointment?
 NO OF
FACTORS PERCENTAGE
RESPONDENTS
Very satisfied 27 54%
Moderately satisfied 12 24%
Slightly satisfied 5 10%
Neutral 4 8%
Slightly dissatisfied 2 4%
Moderately dissatisfied 0 0%
Very dissatisfied 0 0%

SATISFACTION OFPROCESS
60%

50% 54%

40%

30%

20% 24%

10%
10% 8%
0% 4%
0% 0%
d
d

d
l

fie
fie

ra

fie
d
ie

d
d

ut

is
tis

is

fie
fie

sf

at
at
Ne
sa

ti

is
tis

ss
ss
sa

at
di
ly

di
sa

ss
ly
te

ly
ly

di
y

ht
ra
r

te
ht
Ve

ig

y
e

ra
ig

r
od

Sl

Ve
Sl

e
M

od
M

6.Does the services provided by the doctor are

satisfied?
 NO OF PERCENTAG
FACTORS RESPONDS E

Excellent 29 58%
Above
average 13 26%
Average 8 16%
Below
average 0 0%
Very
poor 0 0%

SERVICES BY DOCTOR
58%

26%

16%

0% 0%

7.Does the hospital provide 24*7 hours casualty

services?
FACTORS NO OF RESPONDS PERCENTAGE
YES 39 78%
MAYBE 11 22%
NO 0 0%

24*7 CASUALTY SERVICES

22%
YES
MAYBE
NO

78%

8.Does the hospital provide safety measure while take

care of consumers?

FACTORS NO OF RESPONDS PERCENTAGE

Never 7 14%
Almost Never 14 28%
All time 29 58%
 SAFETY MEASURES
Never ; 14%

Never
Almost Never
Almost Never ; 28% All time
All time ; 58%

9.Which of the following factor motivate to come back

again to the hospital?

NO OF PERCENTAG
FACTORS RESPONDS E
Good doctors 23 46%
 Good services 16 32%
Feasible by the
Consumer 2 4%
Good
Atmosphere 2 4%
All 7 14%

MOTIVATION FACTOR
Good doctors Good services Feasible by the Consumer
Good Atmosphere All

46%

32%

14%

4% 4%

PERCENTAGE

10.Do you think the hospital provide good room service for
you?

NO OF
FACTORS RESPONDS PERCENTAGE
 Excellent 30 60%
Average 18 36%
Poor 2 4%

ROOM SERVICES

60%

60%

50% 36%
40%

30%

20%
4%
10%

0%
1

Excellent Average Poor

11.Canteen provide quality of food which was cleaned and hygiene?

NO OF
FACTORS RESPONDS PERCENTAGE
Yes 25 50%
Neutral 22 44%
 No 3 6%

QUALITY OF FOOD

50%
44%
50%
45%
40%
35%
30%
25%
20%
15% 6%
10%
5%
0%
1

Yes Neutral No

12. Is this hospital provide good infrastructure?

FACT EXCEL PERCE GO PERCEN PO PERCEN

ORS LENT NTAGE OD TAGE2 OR TAGE3
Parki 22 44% 28 56% 0 0%
ng
facili
 ty
Easy
to
acce
ss 19 38% 29 58% 2 4%
Fron
t
offic
e 23 46% 24 48% 3 6%

INFRASRTUCTURE
60% 58%
56%

48%
50% 46%
44%
38%
40% Series1
Series2
30% Series3

20%

10% 6%
4%
0%
0%
Parking facility Easy to access Front office
13. Did the Radiology center provide all the report which you
want?

PERCENT MAY PERCENT N PERCENT

FACTORS YES AGE BE AGE2 O AGE3
Scan/X-
ray 29 58% 4 8% 1 2%
MRI 18 36% 6 12% 5 10%
USG 16 32% 10 20% 1 2%
CT 18 36% 9 18% 2 4%
Doppler 16 32% 10 20% 1 2%

RADIOLOGY DEPT
58%
60%

50%

36% 36%
40% 32% 32%

30%
20% 20%
18%
20% 12%
10%
8%
10% 4%
2% 2% 2%

0%
Scan/X-ray MRI USG CT Doppler

Series1 Series2 Series3

14. What are the thing you feel we should improve upon?
 NEUTRA
FACTORS YES PERCENTAGE L PERCENTAGE2 NO PERCENTAGE3
Front office 21 42% 11 22% 3 6%
Casualty 22 44% 8 16% 4 8%
Parking
facility 23 46% 9 18% 3 6%
Canteen 21 42% 9 18% 4 8%
Doctor 21 42% 14 28% 5 10%
IT
Departmen
t 13 26% 13 26% 6 12%

IMPROVEMENT FACTORS
50% 46%
44%
42% 42% 42%
45%
40%
35%
28%
30% 26% 26%
22%
25%
18% 18%
20% 16%
12%
15% 10%
8% 8%
10% 6% 6%

5%
0%
Front office Casualty Parking facility Canteen Doctor IT Department

YES NEUTRAL NO
15.How efficient and comprehensive was the billing process?

NO OF
FACTORS RESPONDS PERCENTAGE
Extremely likely 12 24%
Somewhat likely 9 18%
Neutral 9 18%
Somewhat unlikely 11 22%
Extremely unlikely 3 6%

BILLING PROCESS
Extremely unlikely
7%
Extremely
likely
27%
Somewhat un-
likely Extremely likely
25% Somewhat likely
Neutral
Somewhat unlikely
Extremely unlikely

Somewhat
Neutral likely
20% 20%
 16.Overall, the management make any changes based on your
suggestion and feedback?

NO OF
FACTORS RESPONDS PERCENTAGE
Infrastructure 10 20%
Doctors 6 12%
Services by staff 23 46%
Casualty 3 6%
Schemes 10 20%

SUGGESTION AND FEEDBACK

Schemes 20%

Casualty 6%

Services by staff 46%

Doctors 12%

Infrastructure 20%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Series1
17.Does the hospital provide privilege card and Social Security
Scheme (SSS) is beneficial for you?

NO OF PERCENTAG
FACTORS RESPONDS E
Never 11 22%
Almost never 20 40%
All time 16 32%

BENEFICIAL FACTOR
40%

40%
32%
35%

30%
22%
25%

20%

15%

10%

5%

0%
Never Almost never All time
18.Do you feel information provided on social media is satisfactory?

NO OF PERCENTAG
FACTORS RESPONDS E
Extremely 11 22%
Moderately 29 58%
Not at all 7 14%

INFORMATION ON SOCIAL MEDIA

58%
60%

50%

40%

30% 22%

14%
20%

10%

0%
Extremely Moderately Not at all
19.Were staff are able to answer all your queries?

NO OF PERCENTAG
FACTORS RESPONDS E
Every time 20 40%
Practically always 15 30%
Sometime 10 20%
Almost never 2 4%
never 1 2%

STAFF SERVICES

never 2%

Almost never 4%

Sometime 20%

Practically always 30%

Every time 40%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Series1
20.What source of information do you prefer while going for
hospital?

NO OF PERCENTAG
FACTORS RESPONDS E
Social media 9 18%
TV or Radio 1 2%
Family or friends 29 58%
Outdoor
advertisement 4 8%
Others 3 6%

SOURCE OF INFORMATION
Outdoor
adver- Social
Others
tisement media
7%
9% 20%
Social media
TV or
Radio TV or Radio
2% Family or friends
Outdoor advertisement
Others

Family or friends
63%
21.Does the staff have patient to hear your problem?

NO OF
FACTORS RESPONDS PERCENTAGE
EXCELLENT 9 18%
GOOD 27 54%
FAIR 9 18%
POOR 0 0%
VERY POOR 0 0%

STAFF SERVICES
EXCELLENT GOOD FAIR POOR VERY POOR

54%

18% 18%

0% 0%

1
22.How would you rate the overall care provided at hospital?

NO OF
FACTORS RESPONDS PERCENTAGE
Excellent 11 22%
Very good 17 34%
Good 13 26%
Average 6 12%
Below average 0 0%
Poor 1 2%
very poor 0 0

RATE OVERALL
Excellent Very good Good Average
Below average Poor very poor

34%

26%
22%

12%

2%
0% 0%

1
23.Was the ambulatory staff quick to respond to your medical care
request?
Click here to enter text.

FACTORS NO OF RESPONDS PERCENTAGE

Very accurate 18 36%
Inefficient 22 44%
Not at all 1 2%

AMBULATORY STAFF
44%
45%
36%
40%
35%
30%
25%
20%
15%
10%
2%
5%
0%
Very accurate Inefficient Not at all
24.How often do you get a health checkup?

FACTORS NO OF RESPONDS PERCENTAGE

Once in 3months 6 12%
Once in 6 months 9 18%
Only When needed 11 22%
Once a year 5 10%
Other 12 24%

HeALTH CHECK UP

24%

10%

22%
1

18%

12%

Other Once a year Only When needed Once in 6 months Once in 3months
0% 5% 10% 15% 20% 25%
25.Overall, how do you rate this hospital compared to other
hospital in your area?

FACTORS NO OF RESPONDS PERCENTAGE

Excellent 15 30%
Very good 19 38%
Fair 7 14%
Average 7 14%
Below average 0 0%
Poor 0 0%
Very poor 0 0%

COMPARISON
38%
40%

35% 30%

30%

25%

20%
14% 14%
15%

10%

5% 0% 0% 0%

0%
Excellent Very 1good Fair Average
Below average Poor Very poor
FINDINGS

The data is collected on the basis of study on CONSUMER

PERCEPTION SURVEY. Here analysis helped me to understand the
various strategies that are taken by the hospital to motivate the
consumer.

 Majority of the consumer are satisfied with services provided by the

doctors.
 Majority of consumer are well satisfied overall medical services
provided by the hospital.
 Hospital provides medical camp for the consumer that was highly
excellent services.
 Most of the consumer are in the age between 20-40 years.
 From above study reveals that consumer perception survey has major
role in hospital to development.
 Most of the consumer have good opinion about the infrastructure
provided by them.
 Majority of the consumer are well satisfied by the quality of services.
 Almost all consumer reveal that survey is helpful to improve working
skills of staff and most of them have satisfied in their improvement.
 Most of the consumer agreed that the hospital provide schemes are
beneficial.
 Majority of the respondents are really satisfied in providing safety
measures while take care of consumer
 Most of the respondents are agreed that they were getting excellent
room services.
 Good Doctors are the major factor to motivate consumer to come
back again to the hospital.
 Most of the consumer agreed that hospital provide 24*7 hours
casualty.
 Most consumer 24% agreed that billing process was efficient and
comprehensive.
 Majority of the 64%consumers are female.
 Many of the consumer get health check-up and they are satisfied with
it.
 Most of the employees are satisfied with the free health check-up
provided by the hospital and they have good rating on it.
 More than half of the consumer think that scheme provided by the
hospital can help to reduce the huge amount.
 Majority of consumer said service of staff has to improve.