REPORT ON PERCEPTION OF PEOPLE TOWARD 108

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A REPORT

ON

STUDY OF PERCEPTION OF PEOPLE

TOWARDS 108 EMERGENCY SERVICES

PREPARED BY:

JIGNESH KHADELA (09017)

JAYMIN MEHTA (09016)

MAYANK RATHORE (09023)

SAPNA CHAUDHARY (09038)

SUBMITTED TO:

Dr. J.S.Panwar

G. H. PATEL P. G. INSTITUE OF BUSINESS MANAGEMENT

IN PARTIAL FULFILLMENT OF MARKETING

MANAGEMENT COURSE IN THE YEAR 2010


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ACKNOWLEDGEMENT

We extend our heartfelt acknowledgement to many people who directly or indirectly

contributed to complete this report. Our special humble thanks go to Dr. J.S.Panwar, ourfaculty for the Marketing management course, for giving us this opportunity to explore

the practical aspects marketing management in the industry. Without his constant support

and inputs this report would not have been materialized.

We are also thankful to our library, computer lab and other supporting staffs of the

department for their help. We will be failing in our endeavors if we do not acknowledge

to many of our friends for their kind co-operation. Finally I would like to pay gratitude toall those who helped us in some way or the other during the preparation of the report.

JIGNESH KHADELA(09017)

JAYMIN MEHTA(09016)

MAYANK RATHORE(09023)

SAPNA CHAUDHARY (09038)


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PREFACE

THE MAN WHO HAS NO IMAGINATION HAS NO WINGS

Human being enters the world with a raw brain and mind. Until he works out with

his imagination, he cannot reach the soaring heights of success. Study of management

will be worthwhile only if it is coupled with the practical studies and imagination power.

Marketing study, which is a part of management studies, intends to provide a student

with sufficient knowledge to develop an equation to connect theory and practical aspects

and thereby gives an opportunity to test and verify application of theory. As a partial

fulfillment of the Course M.B.A. (Master of Business Administration), the students are

required to undertake a marketing study that would help them to enhance their

knowledge.

It is with great sincerity and enthusiasm that we take up the challenge that this

field has placed before us and hope to succeed with guidance from our faculty.


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INDEX

Serial

No

P. No.

1 Chapter:1 Introduction

Bibliography

The Questionnaire


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CHAPTER -1: Introduction

BACKGROUND

On August 29, 2007, Gujarat EMRI was inaugurated by Chief Minister NarendraModi and former president A.P.J. Kalam with just 14 ambulances and a year later(2008)

there were over 300 ambulances.

Emergency Management and Research Institute

EMRI (Emergency Management and Research Institute) is a pioneer in

Emergency Management Services in India. As a not - for - profit professional

organization operating in the Public Private Partnership (PPP) mode, EMRI is the only

professional Emergency Service Provider in India today.

EMRI handles medical, police and fire emergencies through the 1-0-8

Emergency service". This is a free service delivered through state- of -art emergency

call response centers and has over 2600 ambulances across Andhra Pradesh, Gujarat,Uttarakhand, Goa, Chennai, Rajasthan, Karnataka, Assam Meghalaya and Madhya

Pradesh. With the expansion of fleet and services set to spread across more states, EMRIwill have more than 10000 ambulances covering over a billion populations by 2011.

With increased focus on research and analytics, EMRI has plans to significantlyenhance the overall emergency management scenario - further reducing individual

suffering.

1) MoU Signing with the Government of AndhraPradesh, 22nd April 2005

2) MoU Signing with the Government of Gujarat, 29th August 2007

The venture is an example of public-private partnership between theHyderabad-based Emergency Management and Research Institute (EMRI) and theGovernment of Gujarat. The state government has provided the initial capital and

maintenance costs while the technical and operational autonomy will

rest with EMRI. A MoU to this effect was signed between VenkatChangacalli, CEO EMRI and Dr Amarjit Singh, Health Commissioner,

Government of Gujarat.

3) MoU Signing with the Government of Uttarakhand, 8th March 2008

4) MoU Signing with the Government of Rajasthan, 23rd May 2008

5) MoU Signing with the Government of Goa, 14th June 2008

6) MoU Signing with the Government of Tamil Nadu, 6th May 2008

7) MoU Signing with the Government of Karnataka, 14th August 20088) MoU Signing with the Government of Madhya Pradesh, 25th November

2007

9) MoU Signing with the Government of Assam, 8th July 2008

10) MoU Signing with the Government of Meghalaya, 5th November 2008

11) MoU Signing with the Government of Punjab, 1st January 2009


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The main highlights are:

It is a 24 x 7 emergency service.

Toll Free number accessible from landline or mobile.

Emergency help will reach you in an average of 18 minutes.

1-0-8 is dialed for the purposes mentioned below:

To save a life.

To report a crime in progress.

To report a fire.

108 Emergency Response Services has also signed MOU with over 6800 hospitals which

provide initial stabilization free of cost for the first 24 hours.

EMERGENCIES:Medical Emergencies: Serious Injuries, Cardiac arrests, Stroke, Respiratory, Diabetics,

Maternal/Neonatal/Pediatric, Epilepsy, Unconsciousness, Animal bites, High Fever,Infections.

Police Emergencies: Robbery / Theft / Burglary, Street Fights, Property Conflicts, Self -

inflicted injuries / Attempted suicides, Theft, Fighting, Public Nuisance, Missing,

Kidnappings, Traffic Problems ( Traffic Jams or Rallies, raasta rokos etc ), Forcefulactions, riots.

Fire Emergencies: Burns, Fire breakouts, Industrial fire hazards.

Do not call 1-0-8 if there is no serious people emergency. It is not a number forenquiry or information gathering. Do not play around by dialing 1-0-8 as a joke.

Otherwise a call in real emergency could be blocked and a life will be lost. If you happento call 1-0-8 by accident then do not hang up until the officer asks you to do so.


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2. OBJECTIVES OF THE STUDY

a. To study peoples perception about 108 Emergency Services

b. To know about satisfaction level of people with respect to 108 EmergencyServices

c. To know about the network, reach and quality and kinds of services provided

by 108.

3. APPROACH TO THE PROBLEM

Keeping in mind the objectives of the study, we have developed approach to the

problem which includes research question and hypothesis as following:-

Research Question:-

How do people perceive about the services provided by 108?

Hypothesis:-

H1: People perceive the services provided by 108 to be satisfactory.

H2: 108 ambulances reach on time at the required spot.

4. RESEARCH DESIGN


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We have adopted conclusive research design as we are going to conclude, based

on our findings of the study, how people perceive the services provided by 108

emergencies and what is the satisfaction level of people.

Research Design: Single Cross-sectional Design.

Major components of Research Design:

A. Kind of information to be obtained-

List of people who used the 108 emergency services.

Some qualitative information from administrative office through

discussion with experts at the office.

Finding of past researches dome by some other researchers (if any)

Primary data collection.

B. Method of administering the questionnaire:

The entire group members should contact he respondents and get the

questionnaire filled.

C. Scaling Technique

We have made use of LIKERT SCALE in our questionnaire.

D. Nature of the questionnaire

We have most of close ended questions and few open ended questions in the

questionnaire. Also many questions are dichotomous. The questions are of

short to medium length and the average questionnaire filling time will be

around 10-15 minutes.

E. Sampling Design


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1. Target Population:-All those people who have experienced the 108

emergency services in Anand District.

2. Sampling Frame: - The list will be obtained from Karamsad Hospital.

3. Sampling Techniques:-

From the list thus got, 100 people will be selected randomly (Simple Random

Sampling)

4. Sample Size:- 100

5. DATA COLLECTION

Data collection will be done by the group members only. So we will contact

our target respondents personally, handover the questionnaire if they are able

to fill themselves. In case if the respondent is not able to fill the questionnaire,we will ask questions in the order in which they appear in the questionnaire.

We will use the exact language in the questionnaire; repeat the questions those

are not understood. We will also probe as and when required.

6. DATA PREPARATION & ANALYSIS

We will follow the following process for data preparation.

Questionnaire Checking Editing Coding Transcribing DatacleaningStatistically adjusting data Selecting the data analysis strategy

Selecting Statistical Techniques: These can be broadly

classified as

(i) UniVariate Techniques

(ii) MultiVariate Techniques

As of now, our knowledge of statistical techniques being limited, we are not

specifying as to which techniques we will use. And we will usetools/techniques such as frequency distribution, mean, median, mode,

variance analysis etc to enhance our researches usefulness.


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7. REPORT PRESENTATION:

After analysing the data, the findings will be presented in the form of report.

The report format includes following elements:-

(i) Title Page

(ii) Table of Contents

(iii) Lists of Tables, Graphs, Exhibits

(iv) Executive Summary

a. Major Findings

b. Recommendations

c. Conclusions

(v) Problem Definitions

(vi) Approach to the Problem

(vii) Research Design

(viii) Data Analysis

a. Methodology

b. Plan of Data Analysis

(ix) Limitations and caveats

(x) Conclusions and Recommendations

(xi) Exhibits

a. Questionnaire and forms

b. Statistical output

c. Lists


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8. COST AND TIME:

We expect budgeted cost of carrying out the study and report presentation to

be around Rs.2000. Also the study will take around 10 days of time.


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Data analysis

(1) Income:

1 2 3 4 5

Income

0

10

20

30

40

Percent

16.9

26.8

33.8

18.3

4.2

Income


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Age

1 2 3 4

Age

0

10

20

30

40

50

60

70

Percent

4.3

62.9

21.4

11.4

Age


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Within what time after making a call, does 108 ambulance reaches the accident

spot?

(a) 5-10 (b) 10-15 (c) 15-20 (d) 20-30 (e) more the 30 [Inminutes]

5-10 10-15 15-20 20-30

Time

0

10

20

30

40

Percent

23.9

36.6

33.8

5.6

Time


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With respect to 108 emergency services, tick marks your response:

Service Provided Highly

Satisfied

Satisfied Neutral Dissatisfied Highly

Dissatisfied

Response given by telephoneoperator

Highly satisfied Satisfied Neutral Dissatisfied

Response given by telephone operator

0

10

20

30

40

50

Percent

39.4

43.7

12.7

4.2

Response given by telephone operator


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Satisfied


Dissatisfied

Behavior of 108 staff

First Aid Service

Equipments used for giving

first aid treatment

Qualification of doctors and

staff

Physical Condition ofAmbulance

Highly satisfied Satisfied Neutral Dissatisfied Highlydissatisfied

first aid

0

10

20

30

40

50

Percent

29.6

42.3

23.9

2.8 1.4

first aid


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Equipments used for giving first aid treatment

0

10

20

30

40

50

Percent

23.9

47.9

22.5

5.6

Equipments used for giving first aid treatment


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Qualification of doctors and staff

0

10

20

30

40

50

Percent

5.6

46.545.1

2.8

Qualification of doctors and staff


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Physical Condition of Ambulance

0

10

20

30

40

50

60

Percent

25.4

54.9

14.1

5.6

Physical Condition of Ambulance


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Do you think there should be more NUMBER OF 108 AMBULANCES?

(a) Definitely Yes (b) Yes (c) May be (d) No (e) Definitely

Definately yes Yes May be No Definately no

NUMBER OF 108 AMBULANCES

0

10

20

30

40

Percent

39.4

33.8

15.5

7

4.2

NUMBER OF 108 AMBULANCES


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Is the choice of hospital decided by patient or 108 staff?

(a) Patient (b) 108 staff

Patient 108 Staff

CHOICE OF HOSPITAL

0

10

20

30

40

50

60

70

Percent 63.4

36.6

CHOICE OF HOSPITAL


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Do you think there should be any improvements in 108 services?

(a) Yes (b) No

Yes No

improvement

0

10

20

30

40

50

60

Percent

46.48

53.52

improvement


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Do you think that 108 services are capable of handling situations like riots or any

other natural calamities like flood or earthquake?

(a) Definitely Yes (b) Yes (c) May be (d) No (e) Definitely No

Definately yes Yes May be No Definately no

situation

0

10

20

30

40

Percent

19.7

38

33.8

7

1.4

situation


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How many maximum patients can 108 ambulances can accommodate during a visit?

(a) 1 (b) 2 (c) 3 (d) 4 (e) 5

1 2 3 4 5

patients

0

10

20

30

40

Percent

23.9

39.4

19.7

14.1

2.8

patients


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What do you feel about overall services and concept of 108 emergency services?

(a) Very good (b) Good (c) Average (d) Poor (e) Very poor

Very good Good Average Poor Very Poor

services

0

10

20

30

40

50

60

Percent

26.8

52.1

14.1

4.22.8

services


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THE QUESTIONNAIRE

This questionnaire is designed mainly to know about people's perception towards

108 Emergency Services. The responses of respondents will be used only for academicpurpose.

(1) Personal Details :

Name : Income :

Age : Address :

Contact No :

(2) Within what time after making a call, does 108 ambulance reaches the accident

spot?

(a) 5-10 (b) 10-15 (c) 15-20 (d) 20-30 (e) more the 30 [In

minutes]

(3) With respect to 108 emergency services, are you satisfied with the following:


Satisfied


Dissatisfied

Response given by telephoneoperator

Behavior of 108 staff

First Aid Service

Equipments used for giving

first aid treatment

Qualification of doctors and

staff


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Physical Condition of

Ambulance

(4) Do you think there should be more number of 108 ambulances?

(a) Definitely Yes (b) Yes (c) May be (d) No (e) Definitely(5) Is the choice of hospital decided by patient or 108 staff?

(a) Patient (b) 108 staff

(6) Do you think there should be any improvements in 108 services?

(a) Yes (b) No

(7) (If yes) what are the improvements required?

- -

- -

- -

(8) Do you think that 108 services are capable of handling situations like riots or any

other natural calamities like flood or earthquake?

(a) Definitely Yes (b) Yes (c) May be (d) No (e) Definitely

No

(9) How many maximum patients can 108 ambulances can accommodate during avisit?

(a) 1 (b) 2 (c) 3 (d) 4 (e) 5

(10) What do you feel about overall services and concept of 108 emergency services?

(a) Very good (b) Good (c) Average (d) Poor (e) Very poor

REPORT ON PERCEPTION OF PEOPLE TOWARD 108

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