List of Tables. 26 Department, Designation, Experience and Qualifications of Sample

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1 List of Tables Sl.No 1 Hierarchical System of Health Care in India Number of Hospitals and Beds According to Rural and Urban Areas as on in India. 3 Number of Hospitals and Beds According to Ownership as on 2002 in India. 4 Distribution of Beds and Hospitals According to the Type of Management (State / UT Wise) as on 2002 in India. 5 Number of Hospitals Including Dispensaries Under Indian System of Medicine & Homeopathy by Management in India as on Number of Hospitals, Doctors and Patients Served Under Indian System of Medicine & Homeopathy in Andhra Pradesh as on Expansion of Health Services in India Population and Doctor s Ratio in Selected Countries compared with India. 9 Selected Corporate Hospitals in India Basic Information Relating to Health of Different Countries compared with India. 11 India: Population Growth During in Rural and Urban Along with Total. 12 India- Demographic Profile as on Basic Information of Health in Andhra Pradesh Health Spending in Selected Countries compared with India Per Capita Income in India and Selected Countries Health Expenditure in Different Years in Andhra Pradesh Blood Banks in India as on Beds Population Ratio in India and Selected Countries Bed Capacity of Corporate Hospitals in India Public and Private Expenditure on Health in India ( ) Approved Projects for FDI in Corporate Hospitals in India as on Price Comparison of India and US and U.K for Different Treatments Information Relating to Sample Size of Selected Departments, Designation, Experience and Qualifications of Sample Doctors in Selected 26 Department, Designation, Experience and Qualifications of Sample Nursing Staff in Selected 27 Qualifications, Experience of the Administrative Personnel

2 28 Perceptions of Doctors about the Product Mix of Perceptions of Nurses about the Product Mix of Perceptions of Administrative Personnel about the Product Mix of Sample Mean And S.D. Values of Doctor s Perceptions on the Product Mix of Mean And S.D Values of Nurse s Perceptions on the Product Mix of Mean And S.D Values of Administrative Personnel s Perceptions on the Product Mix of 34 Pricing Structure of Different Categories of Rooms along with Facilities in Apollo Hospital. 35 Room Charges of Care Hospital Perceptions of Doctors about the Price Mix of Perceptions of Nurses about the Price Mix of Perceptions of Administrative Personnel about the Price Mix of Sample Mean and S.D Values of Doctor s Perceptions on the Price Mix of Mean and S.D Values of Nurse s Perceptions on the Price Mix of Sample Mean and S.D Values of Administrative Personnel s Perceptions on the Price Mix of 42 Apollo Telemedicine Services Other Outlets of Apollo Hospital Other Outlets of Care Hospital Perceptions of Doctors about the Place Mix of Perceptions of Nurses about the Place Mix of Perceptions of Administrative Personnel about the Place Mix of Sample Mean and S.D Values of Doctor s Perceptions on the Place Mix of Mean and S.D Values of Nurse s Perceptions on the Place Mix of Sample Mean and S.D Values of Administrative Personnel s Perceptions on the Place Mix of 51 Apollo Hospital Social Service Programmes Apollo Hospital Helped in Various Disasters Perceptions of Doctors about the Promotion Mix of Perceptions of Nurses about the Promotion Mix of

3 55 Perceptions of Administrative Personnel about the Promotion Mix of Mean and S.D Values of Doctor s Perceptions on the Promotion Mix of Mean and S.D Values of Nurse s Perceptions on the Promotion Mix of Mean and S.D Values of Administrative Personnel s Perceptions on the Promotion Mix of 59 Perceptions of Doctors on Marketing Mix (First 4P s) in the Sample Perceptions of Nurse s on Marketing Mix (First 4P s) in the Sample Perceptions of Administrative Personnel s on Marketing Mix (First 4P s) in the Sample 62 Employee Strength in Apollo Hospital Employee Strength in Care Hospital Perceptions of Doctors about the People Mix of Perceptions of Nurses about the People Mix of Perceptions of Administrative Personnel about the People Mix of Sample Mean and S.D Values of Doctor s Perceptions on the People Mix of Mean and S.D Values of Nurse s Perceptions on the People Mix of Mean and S.D Values of Administrative Personnel s Perceptions on the People Mix of 70 Perceptions of Doctors about the Physical Evidence Mix of Sample Perceptions of Nurses about the Physical Evidence Mix of Sample Perceptions of Administrative Personnel about the Physical Evidence Mix of 73 Mean and S.D Values of Doctor s Perceptions on the Physical Evidence Mix of 74 Mean and S.D Values of Nurse s Perceptions on the Physical Evidence Mix of 75 Mean and S.D Values of Administrative Personnel s Perceptions on the Physical Evidence Mix of 76 Perceptions of Doctors about the Process Mix of Perceptions of Nurses about the Process Mix of Perceptions of Administrative Personnel about the Process Mix of Sample

4 79 Mean and S.D Values of Doctor s Perceptions on the Process Mix of Mean and S.D Values of Nurse s Perceptions on the Process Mix of Mean and S.D Values of Administrative Personnel s Perceptions on the Process Mix of 82 Perceptions of Doctors on Marketing Mix (Last 3P s) in the Sample Perception of Nurse s on Marketing Mix (Last 3P s) in the Sample Perception of Administrative Personnel s on Marketing Mix (Last 3P s) in the Sample 85 Mean Values of Doctor s Opinion on 7P s in Apollo Hospital ANOVA of Doctor s Opinion on 7P s in Apollo Hospital Mean Values of Nurse s Opinion on 7P s in Apollo Hospital ANOVA of Nurse s Opinion on 7P s in Apollo Hospital Mean Values of Administrative Personnel s Opinion on 7P s in Apollo Hospital. 90 ANOVA of Administrative Personnel s Opinion on 7P s in Care Hospital Mean Values of Doctor s Opinion on 7P s in Care Hospital ANOVA of Doctor s Opinion on 7P s in Care Hospital Mean Values of Nurse s Opinion on 7P s in Care Hospital ANOVA of Nurse s Opinion on 7P s in Care Hospital Mean Values of Administrative Personnel s Opinion on 7P s in Care Hospital. 96 ANOVA of Administrative Personnel s Opinion on 7P s in Care Hospital Consolidated Statistical Result Socio-Economic Information of Sample Patients (Respondents)

5 99 Perceptions of the Patients towards the Admission of Mean and S.D Values of Patient s Perceptions on the Admission of Perceptions of Patients towards the Comfort of Mean and S.D Values of Patient s Perceptions on the Comfort of Sample Perceptions of the Patients towards the Food Facilities of sample Mean and S.D Values of Patient s Perceptions on the Food Facilities of Perceptions of the Patients towards the Care of Mean and S.D Values of Patient s Perceptions on the Care of Sample Perceptions of the Patients towards the Business Office of Sample Mean and S.D Values of Patient s Perceptions on the Business Office of Perceptions of Patients towards the Discharge of Mean and S.D Values of Patient s Perceptions on the Business Office of Perception of Patients on Performance of Sample Hospitals (Grand Mean & S.D). 112 Mean Values of Patient s Opinion on Performance of Apollo Hospital.(Consolidated Statistical Result) 113 ANOVA of Patient s Opinion on the Performance of Apollo Hospital Mean Values of Patient s Opinion on the Performance of Care Hospital (Consolidated Statistical Result) 115 ANOVA of Patient s Opinion on the Performance of Care Hospital

6 List of Charts Sl.No Title of the Chart 1 Product Mix in Apollo Hospital Product Mix in Care Hospital Flow Chart of Process Mix in Apollo Hospital (Main Block) Flow Chart of Process Mix in Apollo Hospital (Second Block) Flow Chart of Process Mix in Apollo Hospital (Third Block) Flow Chart of Process Mix in Care Hospital Flow Chart of Process Mix in Care Hospital (Administrative Department) 8 Flow Chart of Process Mix in Care Hospital (Obstetrics Department) Flow Chart of Out Patient Department in Care Hospital Consumer Satisfaction/Dissatisfaction as a Comparison Process List of Exhibits Sl.No Title of the Exhibit 1 Apollo Hospital Promotional Activities Apollo Hospital Promotional Activities Care Hospital Promotional Activities Care Hospital Promotional Activities Apollo Hospital Physical Evidence Apollo Hospital Physical Evidence Apollo Hospital Physical Evidence Apollo Hospital Physical Evidence Apollo Hospital Physical Evidence Care Hospital Physical Evidence Care Hospital Physical Evidence Care Hospital Physical Evidence Care Hospital Physical Evidence Care Hospital Physical Evidence

7 List of Figures Sl.No Title of the Figure Table No Page No 1 Cash and Carry Model The Philanthropic Model Third Party Payer Model Apollo Hospital Specializations Care Hospital Specializations Care Group of Classification of Hospital Services Product Mix in Hospital Production Item A) Relationship between Sales and Quality Level B) Three Strategies for Service Quality Management through Time. 11 Product Life Cycle Controlling Channels into and out of the Hospital Contracting Distribution Flows of Products and Services Elements in the Communication Process Major Decisions in Advertising Management Service Triangle in Hospital The Service Profit Chain Strategies for Enhancing Customer Participation General Elements of Physical Evidence Mix in Hospital A Typical Process in a Hospital General Process in a Hospital Strategies for Recovery

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