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Assessing the influence of switching barriers on patients' expectations and tolerance zone
Rooma Roshnee Ramsaran-Fowdar1
1School of Management and Marketing, CQ University, Rockhampton, Australia.
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.
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