Open AccessEmotional Touch Points as a Predictor of Service Quality in a Tertiary Care Hospital, Chennai
Author(s) -
Catakam Keshika,
G. Jabarethina
Publication year - 2019
Publication title -
international journal of recent technology and engineering
Language(s) - English
Resource type - Journals
ISSN - 2277-3878
DOI - 10.35940/ijrte.d1017.1284s319
Subject(s) - empathy , health care , service quality , quality (philosophy) , service (business) , tertiary care , psychology , dimension (graph theory) , nursing , descriptive statistics , medicine , family medicine , social psychology , business , marketing , statistics , philosophy , mathematics , epistemology , economic growth , pure mathematics , economics
The Purpose of this study is to analyze the Impact of relationship between the Five Emotional Touch points experienced at a Tertiary Care Hospital and the dimensions of Service Quality delivered by a Healthcare Organization. The Emotional Touch Points experienced by In-Patients during their stay at a Tertiary Care Hospital is under the purview of this study. This study identifies and analyses the bottlenecks experienced by the In-patients emotionally which is considered as a major impact on the Quality of Service delivered by the Healthcare Organizations. The study design is a purely descriptive design about the quality of service delivered in the process of providing In-Patient health care services. The primary data were collected through closed ended questionnaire for assessing the emotional touch points and the dimensions of Service Quality rendered by the Hospital. The statistical tools used in this study are weighted mean, correlation and regression. The results revealed that the human element -empathy expressed by the Healthcare providers towards their patients is a highly significant dimension of Service Quality reflecting on the Emotional Engagement of patients with the Healthcare Organization..