Emotional Touch Points as a Predictor of Service Quality in a Tertiary Care Hospital, Chennai
Catakam Keshika1, G. Jabarethina2

1Catakam Keshika, Department of Hospital & Health Systems Management, Sri Ramachandra Institute of Higher Education & Research, Porur, Chennai (Tamil Nadu), India.
2Dr. G. Jabarethina, Assistant Professor, Department of Management, Sri Ramachandra Institute of Higher Education & Research, Porur, Chennai (Tamil Nadu), India.
Manuscript received on 28 November 2019 | Revised Manuscript received on 20 December 2019 | Manuscript Published on 31 December 2019 | PP: 134-138 | Volume-8 Issue-4S3 December 2019 | Retrieval Number: D10171284S319/2019©BEIESP | DOI: 10.35940/ijrte.D1017.1284S319
Open Access | Editorial and Publishing Policies | Cite | Mendeley | Indexing and Abstracting
© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)

Abstract: 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.
Keywords: Emotional Touch Points, Emotional Engagement, Patient Experience, Rational Satisfaction, and Service Quality.
Scope of the Article: Bio-Science and Bio-Technology