A Study on Customer Experience Management in Hospital Services with Reference to Erode

This project work is undertaken in hospital sector in which the study focuses on the customer experience management in service sector with special reference to hospital. Nowadays the service industry shows an incredible growth and it is noticeable that hospital plays a great role in this area. The primary objective of the study is to identify the customer experience management towards hospital. The prepared questionnaire is used to get by way of personal interview from the patients. The sample size is 200.After collecting the data; the data may be discussed with the suitable tables and chart. For discussing the data analysis, simple statistical tools like simple percentage method, chi-square was used. It has been suggested to provide fees concession for poor and needy people. If suggestions were adopted by the hospital, it is delightful to the researcher. The service industry forms a backbone of social and economic development of a region. It has emerged as the largest and fastest-growing sectors in the world economy, making higher contributions to the global output and employment. Its growth rate has been higher than that of agriculture and manufacturing sectors. It is a large and most dynamic part of the Indian economy both in terms of employment potential and contribution to national income. It covers a wide range of activities, such as trading, transportation and communication, financial, real estate and business services, as well as community, social and personal services. In India, services sector, as a whole, contributed as much as 68.6 per cent of the overall average growth in gross domestic product (GDP) between the years 2002-03 and 2006-07.