GSCC
RSET'S
Ghanshyamdas Saraf College of arts & commerce
EDUCATION EMPOWERS
Re-accredited by NAAC with "A" Grade
Inter-Disciplinary National Conference on
RECENT TRENDs IN DIGITAL EMPOWERMENT IN EMERGING ECONOMIES
Jointly organised by Self-Financing Department and 1QAC Cell
on
Thursday, 8" December 2016
Venue: VOLUME. NO. 1 Durgadevi Saraf Hall, Ghanshyamdas Saraf College,
RSET Campus, S.V. Road, Malad (West). ISBN NO. 978-81-933083-4-9
21 E-Banking : By Lower Income Group
M-Commerce in India: Emerging Trends Issues and Challenges
Mrs. Aarti Ganesh Borkar
Archana Mainkar
22
Green Marketing A Strategy for Survival and Growth
Dr. Dilip B. Bhanagade, Prof. Deepa Shivaji Jamindar Recent Trends in Digital Empowerment Amongst Young Entrepreneurs in Small and Medium Enterprises
Ms. Kavita Shah Emerginggrowth and Challenges Of M Commerce: An lndian Perspective Prof. Megha.K.KhedekarE-Commerce In India: Scope, Challenges & Future Rashmi Jijish Karanath Mystery Shoppers: Issues & Challenges Mrs. Sonali Prajapati Mobile Learning: A New Tool For Learning Trupti Mistry A Study On Innovations in Retail Marketing Prof. Kiran Singh_ Factors Affecting Patients Decision in Selecting Private Hospitals Ms. Jharna .K. Tolani Digital Empowerment through Open Source Technologies for Management o
Diabetes
23
24
11 25
26
125 | 27
130 28
134 29
139 30
143 31
149 Prof. Smruti P. Borkar32 Scope of Information and Communication Technologies (ICTS) and Software "
Teaching and Learning Mathematics Prof. Rajshree C. Dakhane Digital Publishing and Copyright Issues Deeya Nambiar Pradhan Mantri Jan-Dhan Yojana A Step Towards Financial Inclusion. Mohammad Haroon Cyber Crime Dr (CA) Jayant Apte, CA Ashwat R Desai Cyber Crime of Data Theft: A Challenge Before Digitalizatlo Dr.Nemi Chand Golia
155 33
160 34
165 35
171 36
175 37
AQuantitative Study on the Paradigm Shift in Usage ol Dig*
over Print among the Youths of Western Suburbs in
Rimma Quadros A Study of Educational Loans Grant Palghar District. Mrs. Evonne Jagdish Sakhrani
180
nt e of Digital News 38
ern Suburbs in Mumbai 186 0ans Granted by Selected Banks in Vasai Region of 39
A Study of Corporate Governance and Risk Mana Mrs. Rashmi V Shetty, Ajitkumar Yadav Cab
Aggregation Industry in Indiaa Ola ViS Uber- A Case Study Dr.Sussmitadaxini, Dinti
193 -
vernance and Risk Manageme 40
anagement in Insurance Sect 198
arv National Conference on "Recent Trends in Digital Empowerme Economies" 8 December, 2016, ISBN No. 978-81-933083-4-9 Emerging Inter-L
ACTORS AFFECTING PATIENTS DECISION IN SELECTING PRIVATE HOSPITALLS
MS. JHARNA .K. TOLANI ASSISTANT PROFESSORR
PM's K.G. Joshi College of Arts and N.G. Bedekar College of Commerce, Thane Email: [email protected] Mobile No.: 9960109787
ABSTRACT
Health is one of primary asset of human beimg. Due to changing lime and meaning of modernisation
human beings are more likely to get prone to certain not so known and navoidable diseases. This
leads to increasing importance of Hospitals, as they serve people in their difficult health situations
Hospital services in form of treatments try to shift the person from their worst moments of life towards
a healthy society. In this context it is important that the individual shondd be careful while cho0sing
any hospital for the treament. It is important that they should identify those key factors which are inportani for them while choosing a hospital. The present study is hased on factors which affect the
decision of patients or their family members in selecting a particular private hospital. Private
hospitals are considered in this study because of their variety and qualitative services. n this case
people have lot of choice due to the large nmumber of private hospitals and choosing the best one
which suits the key reasons of patient. This paper tries to exrplore various fuctors which could affecet
the decision of patient to choose any private hospitals which could be near to esvidence, cost, phvsie
Cvironment or availability of medical professionals. Sample size taken in the study constitues of 0
espondenis and 10 major factors are considered to choose any hospital. 1here could be many other
Juctos Dut to limit the study only 10 factors are considered. The descriptive analysis techmgue 1s
ed to dentify importance of selected key factor/s for choosing certain private hospital
KEYWORDS: Hospital; Private Hospital; Patient's Decision
INTRODUCTION
C in market it is important for the hospitals today to identity those tactor s whct e
Cd by consumers. No doubt hospitals are one of the inportant orgni2ats
t cce
Ep betWeen ame
their satisfaction programs and acceptance
of the paticnts. This is
beause iticats
s COjected to various issucs like cost,
Icamess,
cncgeny,
nleial ta Tlit tes, ct
I is important that hospit
ices of the consumers are also innportant. It is nccessary for the hosput.als to stua
the
Other and they are very sensitve
towards them
Thee s ustunt o deep ieaitot
t paticnts it
the for choosing any hospitals alc
not nct t s i tee
prcssurcd needs of over
pressurcd patients. PretercNe ot on paticnt h4y be
filteret
tudestanf
thOse tactors
att spitals
should keep on odifying
themselves, thcn
objectiNCs,gntls aind nussi1
no order
YCl in order to respond well to the needs of patiCls
us studies have been
conducted factos
alfecting
Patients
Decison i
Selecting
tfospitals xux
ot the studies are as follows
REVIEW OF LITERATURE
143 RSET'S
Ghanshyamdas
Saraf College
of Arts & Commerce,
Malad (W) Mumbat
Inter-Disciplinary National Conference on "Recent Trends in Digital Empowerment i
Economies" 8th December, 2016, ISBN No. 978-81-933083-4-9 n merging ributes to health care services at hospitals in Amhara Region, northern Ethiopia: a dise Clated
stage, in the
choice
'Berhane and Enquselassie (2015) made a study entitled "Patients preferences for attri
stratified. and systematic sampling of patients who visited the hospitals. Attributes incluud.
ability,
experiment". A stated-prcference discrete choice experiment survey was performed in
continuity of care, and diagnostic facilities. The results of the study showed that different hoc
also
study were waiting time, physician communication, nursing communication, drug
different hospital's attributes had a significant and different infuence on patients' choice of hospital. The study ed elat
informed about patients' preferences and the trade-offs among different possible process-relat od attributes.
Dubey and Sharma (2013) in a study entitled "Factors affecting choice of hospital services in Bilaspur city" examines 17 different variables in order to find out the important factors
which are important for patients while choosing any hospital in bilaspur city. Sample size taken in the
study constituted 156 respondents. Factor analysis technique was used to identify the key components
which play a significant role in consumer decision making process. Nearness to house, advertisement, publicity. approach of doctors towards patients, confidentiality and availability of medicines played
mportant role whereas name, refrences, computerized systems and availability of ATMs inside the
hospitais had little significance in patient's choice criteria. Jannati A et.al,(2013) made the study on "
A Survey of Factors Affecting Patient's Deciston
Selecting Governmental and Private Hospitals in Tabriz, Iran". Their findings showed that there wci
various factors affecting the Iranian patients' decision to select a hospital like patient s Te tive a
hosprtal employee, services of hospitals , cost of hospital services , income of patients , type ol health
insurance. education with hospital experts. They have highlighted on providing educationn atients
by hospial staff. They also revealed that certain hospitals have deficiency in educating pane nts.
xtalr ald
nyuselassie.(2015)."Patients' preferences for attributes related to n
H3uiait Andara Region, northeru Fthiopia: a discrete clhoice experiment, DOve
lth care services
, Dove Medical Pre
lospital Service In Bilaspt spur Juitdati A
Buht n MA Ghokcudeh M, Ali:adeh, ; Khodayari .M.I.
Aletin 1' attenis lt ision in Selee tng, (uvunental und Private Hospitals l
iungitality21 so 4172/2124 8807 10001 10 13) A Survey of Fac
wism
in Tabriz, Iran. RSETS Ghanshyamdas Saraf College of Au
Inter-Disciplinary National Conference on "Recent Trends in Digital Empow Singh and Shah (2011) made a study entitled "Cu
Economies" 8" December, 2016, ISBN No. 978-81-933083-4-9 nt in Emerging
ed
Customer's preference for selectin the study was to test the proportion of patients willing to
ibutes for treatment. It also explored the factors
preference for a private hospital. Data was collected through sche
ice
te hospital
a study in Manipur". The particu icular hospital is same across all the attribu
he ty,
significant role in customer three biggest nulti-specialty private hospitals of Manipur (lndia) Manipur (ndia). Cochran's Q test was used to test
eek a particular hospital is same across all the attributes
l's
whether the proportion of patients willing to seel for treatment. The results of the study showed availability o infrastructure consideration of the hospitals are the dominant reason for the choice of the hospitals by
lso ted
of specialists doctors and surgeons and
the patients and patients have ditferent reasons and preferences in choosing a hospital Yaghoubi M et.al,(2010) in their Choosing a Hospital Based on the Mix Marketing Components in Isfahan", Iran made a cross-
sectional study where 350 patients were selected from Isfahan' s hospitals based on random sampling
Data was collected by using a questionnaire including the mix marketing components. The results
showed that staff, their services and cost are the important factors whereas location was the least
important factors for the patients for selecting any hospital.
ors
study entitled "Factors Affecting Patient's Preference in
the nts ent,
yed the
OBJECTIVE OF THE STUDY The paper intends to find out the patients priority in choosing a private hospital for their treatment.
This priority is studied on the basis of certain selected factors.
in
ere e as
METHODOLOGYealth ents
Data has been collected through questionnaire from the sample of 30 respondents. The demographic
profiles of the respondents are given in table 1 and table 2. The profiles of the respondents were taken
On
Cnaracteristics like age, gender, occupation, education and monthly income. The occupation were
Categorized into government service, housewife, private employee, retired, self-employed and student.
aucation was grouped into 3 categories undergraduate, graduate and post graduate. Income was
avided in 4 categories that are Less than 10,000; 10,000-20,000; more than 20,000 and none.
Table 1: Respondents Age Details
ces at
Sr.no.
Min Max
td. 9
Mean Median Mode
01
24 19
31.2 28
ingh, R. G. and Shah, M. D. 2011), *
Customer's Preference For Selecting Privale tlospital: a Study n
Manipur" Managem Coverage, 2(2), pp.41-50
city"
Javadi, M. (2011) *Factors Alfecting Patient's Peelerence un
aghoubi,M., Agharahimi, Z. , Karimi, S. Choosin a Hospital Based
actors
on the Mix Marketing Components in Istfahan", Hakium lHealth Systeus Research
Sm Res
Journal,14(2).pp. 106-114
145
RSET'S Ghanshyamdas Saraf College of Arts & Commerce, Malad (w) Mumba
Inter-Disciplinary National
Conference on
"Recent
Trends
in DI
Total
3-4-9
Economies"8"
December,
2016,
ISBN
No.
978-81-933083
Percentage
Table 2:
Other
demographic
details:
Respondents
Category
46.67 Sr.no. 14
Male 53.33 16 Gender
Female
3.33 Government Service 01
14 Occupation: 46.67
Private Employee 23.34
07 Self Employed
3.33 01
Retired
01 3.33 House Wife
06 20 Student
3. Education: Undergraduate 03 10
Graduate 17 56.67
Post Graduate 10 33.33
4. Monthly income: Less than 10,000 05 16.67
10,000-20,000 05 16.67
More than 20,000 16 53.33
None of thhe above 04 13.33
FACIORS AFYECTING PATIENT"'S DECISION IN SELECTING PRIA he respoidents have been asked questions on various lactors that aftect
private hospilal. Ihe lacurs considered in this study includes near to re>i
physical environmnent, availability of specialist doctors, patient's urgeney,
staff, referred by consulted doctor, waiting time, management o
adsninistrative and discharge procedure. The questionnaire was in the for
the figure assigned for alwuys , 4 foroften ,3 for sometimes , 2 for ru
PRIVATE HOSPITAL
laciors that affect their decision Sele
Consideratio
nsi veness of hos
laints ,conv venier
the form of rating RSET S
Ghanshyamdas Saraf Collepa si
The
I for ever
Economi 1-933083-4-9 ETBn8
respond
were given frec e oiven freedom to choose any of them. The descriptive analvsi techniqu
identity importance of selected key fact hoosing certain private hospital. used to 1S
ative analysis of the factors alfecting patient's decision in selectingr 1g private hospitals:
Sr.no Factors Mean Standard
deviation 01 Near to residence 3.40 1.10
02 Cost Consideratioon 3.17 1.21
03 Physical Environment 4.17 1.15
04 Availability of specialist doctors 4.03 1.00
and surgeons
05 Patient's Urgency 3.70 1.06
06 Responsiveness Of Hospital 3.77 1.01
Staff
07 Referred By Consulted Doctor 3.53 1.04
08 Waiting Time 3.20 0.92
09 Management Of Complaints 3.27 1.05
10 Convenient Administrative And 3.23 1.01
Discharge Procedure
ponaents gave different rating to different factors on the scale of 5. Physical environment that are
Caniiness of rooms and toilets/bathrooms, quietness/restfulness, quality, temperature and quantity ot
OIS ke patient's urgency and responsiveness of hospital staff' are given importance. Ihese
O11owed by reference by cousulted doctor, near to residenee, management ot complainis,
d availability of doctors and surgeons are given maximum importance. Whereas ater that
ronment and availability of doctors and surgeons
are having dominating position when it
COmes to making decision in selecting privale hospitai.
Ct administrative and discharge procedure, waiting time and cost consIderation. t hererore
ds analysed various factors
whicli can sonnewlere
becoe the reason
tor choosing any
espondents have
treated he lactors il a ditlerent
manncr
when t comes to CONCLUSION
hospital. It could be helpful for the health and
medical care
providers to identity
those reasoIs
and private spital.Different res rating. This could
study is an altemp
** wnch could improve
their care and
relationship
towards patients.
l is inpotant for
health
factors POviders
to understand
the gap between
their services
and preference
of palients
COuld be due to their demographic
reasons,
experiencesand
certan undetined
SSues. This
dtempt to find how far cach factor can
intluence the
decision ot the patient to choose any
uamdas Saraf College
of Arts & Commerce,
Malad (W) Mumbai
147
Trends in Digital Empowerment in Emerging -81-933083-4-9
inter-Disciplinary
National
Conference
on "Recent
Trends in Digit:
Economies"8
December, 2016,
ISBN No. 978-81-933083-4
REFERENCE
Berhanc. A. and Enquselassie,F. (2015) , "Patients prererences for attributes relatod
health care services at hospitals in Amhara Kegion, northern Ethiopia: a discrete ohe.
experiment". Dove Medical Press Lid., 9 ,pp.1293-1301
2 Dubey. P. and Sharma, S. K. (2013), "Factors Affecting Choice Of Hospital Services
Bilaspur city", Abhinav Journal ,2, pp.98-104 Jannati, 4: Bahrami, MA. ; Gholizadeh M.; Alizadeh, L.; Khodayari ,M.T. (2013) A Sure of Factors Afecting Paticnts Decision in Selecting Governmental and Private Hospitals Tabrie. Iran. J Tourism Res Hospitality 2:1. doi:10.4172/2324-8807.1 000110
Singh. R. G. and Shah, M. D. (2011), " Customer' s Preference For Selecting Prv Hospital: a Study in Manipur" ,Management Coverage, 2(2), pp.41-50 SYaghoubi.M.:Agharahimi, Z. ; Karimi, S. ; Javadi, M. (2011) "Factors Atfecting Pauc. Preference in Choosing a Hospital Based on the Mix Marketing Components in 1sa
ahan Hakam Health Systems Research Journal,14(2),.pp. 106-114
choe
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