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Assessing the influence of switching barriers on patients' expectations and tolerance zone

Rooma Roshnee Ramsaran‐Fowdar (School of Management and Marketing, CQ University, Rockhampton, Australia)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 15 March 2013

638

Abstract

Purpose

The purpose of this paper is to look at the influence of switching barriers on patients' private general practitioner (GP) service expectations and tolerance zone

Design/methodology/approach

From 750 questionnaires distributed to a convenience sample, 257 were completed and returned, yielding a 34 per cent response rate.

Findings

There was a significant association between switching barriers and what patients expected from their GPs. Switching barriers did not have a significant association with the tolerance zone.

Practical implications

Private GPs can develop strategies to overcome switching barriers. For example, they can develop personal relationships with their patients, re‐familiarise themselves with the patient's medical history before the consultation and provide better services to patients who perceive high switching barriers and hence higher adequate expectations.

Originality/value

This study contributes to the existing literature relating to healthcare service quality.

Keywords

Citation

Roshnee Ramsaran‐Fowdar, R. (2013), "Assessing the influence of switching barriers on patients' expectations and tolerance zone", International Journal of Health Care Quality Assurance, Vol. 26 No. 3, pp. 236-249. https://doi.org/10.1108/09526861311311427

Publisher

:

Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited

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