List of Tables Sl.No 1 Hierarchical System of Health Care in India. 1.1 17 2 Number of Hospitals and Beds According to Rural and Urban Areas as on 1.2 19 2002 in India. 3 Number of Hospitals and Beds According to Ownership as on 2002 in 1.3 20 India. 4 Distribution of Beds and Hospitals According to the Type of Management 1.4 21 (State / UT Wise) as on 2002 in India. 5 Number of Hospitals Including Dispensaries Under Indian System of 1.5 22 Medicine & Homeopathy by Management in India as on 1-4-2008. 6 Number of Hospitals, Doctors and Patients Served Under Indian System 1.6 23 of Medicine & Homeopathy in Andhra Pradesh as on 31-03-2008. 7 Expansion of Health Services in India 1.7 23 8 Population and Doctor s Ratio in Selected Countries compared with 1.8 24 India. 9 Selected Corporate Hospitals in India. 1.9 24 10 Basic Information Relating to Health of Different Countries compared 1.10 25 with India. 11 India: Population Growth During 1901-2001 in Rural and Urban Along 1.11 25 with Total. 12 India- Demographic Profile as on 2008. 1.12 26 13 Basic Information of Health in Andhra Pradesh. 1.13 26 14 Health Spending in Selected Countries compared with India. 1.14 27 15 Per Capita Income in India and Selected Countries. 1.15 27 16 Health Expenditure in Different Years in Andhra Pradesh. 1.16 27 17 Blood Banks in India as on 2008. 1.17 28 18 Beds Population Ratio in India and Selected Countries. 1.18 28 19 Bed Capacity of Corporate Hospitals in India. 1.19 29 20 Public and Private Expenditure on Health in India (2004-2005). 1.20 30 21 Approved Projects for FDI in Corporate Hospitals in India as on 2006. 1.21 31 22 Price Comparison of India and US and U.K for Different Treatments. 1.22 33 23 Information Relating to 2.1 54 24 Sample Size of Selected 2.2 54 25 Departments, Designation, Experience and Qualifications of Sample 2.3 55 Doctors in Selected 26 Department, Designation, Experience and Qualifications of Sample 2.4 57 Nursing Staff in Selected 27 Qualifications, Experience of the Administrative Personnel. 2.5 59
28 Perceptions of Doctors about the Product Mix of 3.1 127 29 Perceptions of Nurses about the Product Mix of 3.2 137 30 Perceptions of Administrative Personnel about the Product Mix of Sample 3.3 147 31 Mean And S.D. Values of Doctor s Perceptions on the Product Mix of 3.4 157 32 Mean And S.D Values of Nurse s Perceptions on the Product Mix of 3.5 159 33 Mean And S.D Values of Administrative Personnel s Perceptions on the 3.6 161 Product Mix of 34 Pricing Structure of Different Categories of Rooms along with Facilities 3.7 172 in Apollo Hospital. 35 Room Charges of Care Hospital. 3.8 175 36 Perceptions of Doctors about the Price Mix of 3.9 177 37 Perceptions of Nurses about the Price Mix of 3.10 180 38 Perceptions of Administrative Personnel about the Price Mix of Sample 3.11 183 39 Mean and S.D Values of Doctor s Perceptions on the Price Mix of 3.12 187 40 Mean and S.D Values of Nurse s Perceptions on the Price Mix of Sample 3.13 188 41 Mean and S.D Values of Administrative Personnel s Perceptions on the 3.14 189 Price Mix of 42 Apollo Telemedicine Services. 3.15 197 43 Other Outlets of Apollo Hospital. 3.16 198 44 Other Outlets of Care Hospital. 3.17 200 45 Perceptions of Doctors about the Place Mix of 3.18 201 46 Perceptions of Nurses about the Place Mix of 3.19 205 47 Perceptions of Administrative Personnel about the Place Mix of Sample 3.20 209 48 Mean and S.D Values of Doctor s Perceptions on the Place Mix of 3.21 212 49 Mean and S.D Values of Nurse s Perceptions on the Place Mix of Sample 3.22 213 50 Mean and S.D Values of Administrative Personnel s Perceptions on the 3.23 214 Place Mix of 51 Apollo Hospital Social Service Programmes. 3.24 229 52 Apollo Hospital Helped in Various Disasters 3.25 230 53 Perceptions of Doctors about the Promotion Mix of 3.26 233 54 Perceptions of Nurses about the Promotion Mix of 3.27 237
55 Perceptions of Administrative Personnel about the Promotion Mix of 3.28 240 56 Mean and S.D Values of Doctor s Perceptions on the Promotion Mix of 3.29 243 57 Mean and S.D Values of Nurse s Perceptions on the Promotion Mix of 3.30 244 58 Mean and S.D Values of Administrative Personnel s Perceptions on the 3.31 245 Promotion Mix of 59 Perceptions of Doctors on Marketing Mix (First 4P s) in the Sample 3.32 247 60 Perceptions of Nurse s on Marketing Mix (First 4P s) in the Sample 3.33 247 61 Perceptions of Administrative Personnel s on Marketing Mix (First 4P s) 3.34 248 in the Sample 62 Employee Strength in Apollo Hospital. 4.1 270 63 Employee Strength in Care Hospital. 4.2 273 64 Perceptions of Doctors about the People Mix of 4.3 275 65 Perceptions of Nurses about the People Mix of 4.4 280 66 Perceptions of Administrative Personnel about the People Mix of Sample 4.5 285 67 Mean and S.D Values of Doctor s Perceptions on the People Mix of 4.6 289 68 Mean and S.D Values of Nurse s Perceptions on the People Mix of 4.7 291 69 Mean and S.D Values of Administrative Personnel s Perceptions on the 4.8 292 People Mix of 70 Perceptions of Doctors about the Physical Evidence Mix of Sample 4.9 314 71 Perceptions of Nurses about the Physical Evidence Mix of Sample 4.10 319 72 Perceptions of Administrative Personnel about the Physical Evidence Mix 4.11 325 of 73 Mean and S.D Values of Doctor s Perceptions on the Physical Evidence 4.12 330 Mix of 74 Mean and S.D Values of Nurse s Perceptions on the Physical Evidence 4.13 331 Mix of 75 Mean and S.D Values of Administrative Personnel s Perceptions on the 4.14 332 Physical Evidence Mix of 76 Perceptions of Doctors about the Process Mix of 4.15 354 77 Perceptions of Nurses about the Process Mix of 4.16 358 78 Perceptions of Administrative Personnel about the Process Mix of Sample 4.17 361
79 Mean and S.D Values of Doctor s Perceptions on the Process Mix of 4.18 364 80 Mean and S.D Values of Nurse s Perceptions on the Process Mix of 4.19 365 81 Mean and S.D Values of Administrative Personnel s Perceptions on the 4.20 366 Process Mix of 82 Perceptions of Doctors on Marketing Mix (Last 3P s) in the Sample 4.21 367 83 Perception of Nurse s on Marketing Mix (Last 3P s) in the Sample 4.22 367 84 Perception of Administrative Personnel s on Marketing Mix (Last 3P s) 4.23 367 in the Sample 85 Mean Values of Doctor s Opinion on 7P s in Apollo Hospital. 4.24 370 86 ANOVA of Doctor s Opinion on 7P s in Apollo Hospital. 4.25 371 87 Mean Values of Nurse s Opinion on 7P s in Apollo Hospital. 4.26 371 88 ANOVA of Nurse s Opinion on 7P s in Apollo Hospital. 4.27 372 89 Mean Values of Administrative Personnel s Opinion on 7P s in Apollo 4.28 373 Hospital. 90 ANOVA of Administrative Personnel s Opinion on 7P s in Care Hospital. 4.29 373 91 Mean Values of Doctor s Opinion on 7P s in Care Hospital. 4.30 374 92 ANOVA of Doctor s Opinion on 7P s in Care Hospital. 4.31 375 93 Mean Values of Nurse s Opinion on 7P s in Care Hospital. 4.32 375 94 ANOVA of Nurse s Opinion on 7P s in Care Hospital. 4.33 376 95 Mean Values of Administrative Personnel s Opinion on 7P s in Care 4.34 376 Hospital. 96 ANOVA of Administrative Personnel s Opinion on 7P s in Care Hospital. 4.35 377 97 Consolidated Statistical Result. 4.36 378 98 Socio-Economic Information of Sample Patients (Respondents). 5.1 399
99 Perceptions of the Patients towards the Admission of 5.2 402 100 Mean and S.D Values of Patient s Perceptions on the Admission of 5.3 406 101 Perceptions of Patients towards the Comfort of 5.4 407 102 Mean and S.D Values of Patient s Perceptions on the Comfort of Sample 5.5 414 103 Perceptions of the Patients towards the Food Facilities of sample 5.6 416 104 Mean and S.D Values of Patient s Perceptions on the Food Facilities of 5.7 420 105 Perceptions of the Patients towards the Care of 5.8 421 106 Mean and S.D Values of Patient s Perceptions on the Care of Sample 5.9 429 107 Perceptions of the Patients towards the Business Office of Sample 5.10 431 108 Mean and S.D Values of Patient s Perceptions on the Business Office of 5.11 435 109 Perceptions of Patients towards the Discharge of 5.12 436 110 Mean and S.D Values of Patient s Perceptions on the Business Office of 5.13 438 111 Perception of Patients on Performance of Sample Hospitals (Grand Mean 5.14 439 & S.D). 112 Mean Values of Patient s Opinion on Performance of Apollo 5.15 442 Hospital.(Consolidated Statistical Result) 113 ANOVA of Patient s Opinion on the Performance of Apollo Hospital. 5.16 442 114 Mean Values of Patient s Opinion on the Performance of Care Hospital. 4.17 443 (Consolidated Statistical Result) 115 ANOVA of Patient s Opinion on the Performance of Care Hospital. 5.18 443
List of Charts Sl.No Title of the Chart 1 Product Mix in Apollo Hospital. 3.1 122 2 Product Mix in Care Hospital. 3.2 125 3 Flow Chart of Process Mix in Apollo Hospital (Main Block) 4.1 345 4 Flow Chart of Process Mix in Apollo Hospital (Second Block) 4.2 346 5 Flow Chart of Process Mix in Apollo Hospital (Third Block) 4.3 347 6 Flow Chart of Process Mix in Care Hospital. 4.4 350 7 Flow Chart of Process Mix in Care Hospital 4.5 351 (Administrative Department) 8 Flow Chart of Process Mix in Care Hospital (Obstetrics Department) 4.6 352 9 Flow Chart of Out Patient Department in Care Hospital. 4.7 353 10 Consumer Satisfaction/Dissatisfaction as a Comparison Process. 5.1 387 List of Exhibits Sl.No Title of the Exhibit 1 Apollo Hospital Promotional Activities 1 3.1 227 2 Apollo Hospital Promotional Activities 2 3.2 228 3 Care Hospital Promotional Activities 1 3.3 231 4 Care Hospital Promotional Activities 2 3.4 232 5 Apollo Hospital Physical Evidence 1 4.1 302 6 Apollo Hospital Physical Evidence 2 4.2 303 7 Apollo Hospital Physical Evidence 3 4.3 304 8 Apollo Hospital Physical Evidence 4 4.4 305 9 Apollo Hospital Physical Evidence 5 4.5 306 10 Care Hospital Physical Evidence 1 4.6 309 11 Care Hospital Physical Evidence 2 4.7 310 12 Care Hospital Physical Evidence 3 4.8 311 13 Care Hospital Physical Evidence 4 4.9 312 14 Care Hospital Physical Evidence 5 4.10 313
List of Figures Sl.No Title of the Figure Table No Page No 1 Cash and Carry Model. 1.1 39 2 The Philanthropic Model. 1.2 39 3 Third Party Payer Model. 1.3 40 4 Apollo Hospital Specializations. 2.1 65 5 Care Hospital Specializations. 2.2 71 6 Care Group of 2.3 74 7 Classification of Hospital Services. 3.1 112 8 Product Mix in 3.2 113 9 Hospital Production Item. 3.3 114 10 A) Relationship between Sales and Quality Level 3.4 116 B) Three Strategies for Service Quality Management through Time. 11 Product Life Cycle. 3.5 119 12 Controlling Channels into and out of the Hospital. 3.6 191 13 Contracting Distribution Flows of Products and Services. 3.7 195 14 Elements in the Communication Process. 3.8 217 15 Major Decisions in Advertising Management. 3.9 219 16 Service Triangle in Hospital. 4.1 254 17 The Service Profit Chain. 4.2 255 18 Strategies for Enhancing Customer Participation. 4.3 266 19 General Elements of Physical Evidence Mix in Hospital. 4.4 295 20 A Typical Process in a Hospital. 4.5 337 21 General Process in a Hospital. 4.6 338 22 Strategies for Recovery. 4.7 342