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  • Group 6 MKTG280 Assignment 3

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    F19BB023-MEHREEN MEHBOOB IBIT
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    The service-profit chain is essential for Anmol Cancer Institute's success. It begins with internal service quality that leads to employee satisfaction. Satisfied employees are more productive and maintain high quality of service, leading to patient satisfaction. Satisfied patients become loyal and drive the organization's growth and profitability. Each link in the chain is important, as profitability depends on loyal patients, which itself arises from patient satisfaction that stems from productive and satisfied employees.

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    Group 6~MKTG280~Assignment 3

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    The service-profit chain is essential for Anmol Cancer Institute's success. It begins with internal service quality that leads to employee satisfaction. Satisfied employees are more productive and maintain high quality of service, leading to patient satisfaction. Satisfied patients become loyal and drive the organization's growth and profitability. Each link in the chain is important, as profitability depends on loyal patients, which itself arises from patient satisfaction that stems from productive and satisfied employees.

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    47 views5 pages

    Group 6 MKTG280 Assignment 3

    Uploaded by

    F19BB023-MEHREEN MEHBOOB IBIT
    The service-profit chain is essential for Anmol Cancer Institute's success. It begins with internal service quality that leads to employee satisfaction. Satisfied employees are more productive and maintain high quality of service, leading to patient satisfaction. Satisfied patients become loyal and drive the organization's growth and profitability. Each link in the chain is important, as profitability depends on loyal patients, which itself arises from patient satisfaction that stems from productive and satisfied employees.

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    of 5

    Principles of Marketing

    Assignment 3
    Submitted to:
    Ma’am Shamaila Gull
    Submitted by:
    Group 6
    Arfa Akram – F19BB011
    Mehreen Mehboob – F19BB023
    Mahnoor Arif – F19BB007
    Rabia Javed – F19BB021
    Section:
    Morning – B

    PRINCIPLES OF MARKETING
    Service-Profit Chain
    Principles of Marketing

    Q. Anmol Cancer Institute has been a leading hospital providing care for cancer patients and

    their families. Describe how the service-profit chain is essential for this organization

    success.

    Answer: Service Profit Chain for Anmol Cancer Institute:

    To make Anmol Cancer Institute work successful, the service-profit chain is described below:

    1.Internal service quality:

    Internal service quality of Anmol Cancer hospital contributes to employee satisfaction. Feelings of
    hospital staff towards their job, colleagues, hospital etc. measures internal service quality.  Providing
    internal quality on these factors, inspires employees to stay and make external quality.

     Must find educated qualified staff.


     Advance technology for treatment.
     Mastering hard challenges in emergency department.
     Customized infrastructure for maximum safety.
     Knowing the requirement for new job positions
     Training programs to new staff members
     Good communication

    2.Employee Satisfaction:

    Employee Satisfaction will arise due to the policies of Anmol Cancer Hospital that empower the staff to
    deliver quality service and products to their patients and customers. So, the patient loyalty- at its heart
    depend on happy staff.

     Reduce the job stress.


     Recognize the needs of staff.
     Recognize the problems of employees and try to solve them.
    Principles of Marketing

     Mandating in decision making.


     Don’t be strict to them.

     Providing free of cost training program to better their skills.

     High to low level, all the employees must feel that the hospital are supportive to them.

    3.Employee Productivity and maintenance:

    It arises due to employee satisfaction.

     Career growth, training and development.


     Arrange social events to encourage employees.
     Appreciation and award system for performance
     Emphasis on teamwork.
     Hold mentorship programs.

    4.Patient Satisfaction:

    Providing a positive patient expertise could usually appear elusive or maybe hard to realize. If the staff of
    Anmol Cancer Institute establish specifically what a patient desires and supply them a positive expertise,
    they will start establishing an enduring patient satisfaction. The following measures should be considered
    to improve Anmol Cancer Institute:

     Patient access costs


     By providing the service on regular time to the patient.
     Treat the patients with smile. Don’t be strict with them.
     Prices of the services ought to be in range of patients.
     Friendly and quality staff.
     Hygiene factors
     Personalized care should be provided.

    5.Patient Loyalty:

    Patient loyalty arises from patient satisfaction.

     I receive good medical service and care.


     I always prefer this hospital for my treatment.
     This hospital has good a reputation.
     I get personalized care.
     Costs of services are affordable for me.
     Quality and friendly staff.
    Principles of Marketing
    Principles of Marketing

    6.Profitability:

    Patient loyalty drives growth and profitability. If this institute keep giving service and product to the
    employees, they will be happy. And if the employees of the hospital are happy and satisfied, they will
    continue to work with their hearts and honestly which will create a positive relation with patients and
    patients will be satisfied. The happy and satisfied patients will now prefer this institute which will help in
    more revenue and profitability to make the organization successful.

    ___________________

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