Assessing the influence of switching barriers on patients' expectations and tolerance zone
International Journal of Health Care Quality Assurance
ISSN: 0952-6862
Article publication date: 15 March 2013
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