SERVICE ENCOUNTER AND EXPERIENCES BY THE INSURED PATIENTS IN MULTISPECIALTY HOSPITALS, CHENNAI

Abstract

This study analyses some of the most important service contacts that insured patients have in a health care institution and investigates whether the process quality of those encounters, as assessed by the patients, contributes to patient satisfaction, repeat visits, and recommendation intentions. The exploratory study aims to discover the service interactions that are maintained in hospitals, as well as the satisfaction factors associated with them. The data was collected with health insured patients. The findings provide critical information to hospital service managers, allowing them to design patient-centric initiatives.

Keywords: insured patients, patient satisfaction, service interactions