Influence of Perceived Service Quality on Patient Satisfaction in an Ecuadorian Healthcare Center
DOI:
https://doi.org/10.26439/ddee2026.n009.8926Keywords:
perceived service quality, patient satisfaction, impact, case study, private medical centerAbstract
Citizens are becoming increasingly informed, leading to heightened expectations regarding the services they receive, particularly in healthcare, where they seek high-quality care and high levels of satisfaction. This study aims to analyze the impact of service quality on patient satisfaction in a medical center in Ecuador. This study employs a quantum approach, utilizing a cross-sectional and non-experimental design with an explanatory scope. It measures five dimensions encompassing both objective and subjective quality through the SERVQHOS model. Data were collected from 276 users of health services, including both virtual and face-to-face interactions, and participants were categorized into two groups: those with health insurance and those without. The researchers processed data using SPSS alongside a structural model. The primary findings indicate that responsiveness, empathy, and reliability significantly influence customer satisfaction, which over time increases the likelihood of service recommendations and repeat patronage. Contemporary health service users seek higher quality; therefore, health centers must implement strategies that foster customer satisfaction, ultimately achieving sustained market positioning and viability.
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