Patient influences on satisfaction and loyalty for GP services

Rundle-Thiele, Sharyn & Russell-Bennett, Rebekah (2010) Patient influences on satisfaction and loyalty for GP services. Health Marketing Quarterly, 27(2), pp. 195-214.

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Little is known about the influence that patients themselves have on their loyalty to a general practitioner (GP). Consequently, a theoretical framework that draws on diverse literature is proposed to suggest that along with satisfaction, patient loyalty is an important outcome for GPs. Comprising 174 Australian patients, this study identified that knowledgeable patients reported lower levels of loyalty while older patients and patients visiting a GP more frequently reported higher levels of loyalty. The results suggest that extending patient-centred care practices to encompass all patients may be warranted in order to improve patient satisfaction and loyalty. Further, future research opportunities abound, with intervention and dyadic research methodologies recommended.

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8 citations in Scopus
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ID Code: 45976
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: GP, health, satisfaction, loyalty, structural equation modeling
DOI: 10.1080/07359681003745162
ISSN: 0735-9683
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2010 Routledge
Deposited On: 15 Sep 2011 04:43
Last Modified: 01 Mar 2012 04:12

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