Quality of service in a level II hospital for patient satisfaction in Peru
DOI:
https://doi.org/10.53732/rccsociales/e601123Keywords:
Services, third sector, hospital, health services, patients, PeruAbstract
The purpose of this study is to describe the quality of service in a level II hospital for patient satisfaction in Peru. A quantitative, transversal and explanatory level approach was used. 300 users of the Carlos Lanfranco la Hoz level II-2 hospital in Lima were surveyed at random in 2023. The instrument incorporated the service quality variable (12 items) adapted from the SERVQUAL model developed by Parasuraman et al. and modified by Park et al., plus the satisfaction variable (3 items). Regarding data processing, SPSS v25 and AMOS v25 were used. The results indicate that the perception of service quality and patient satisfaction is moderate, with notable differences between different demographic groups. A strong positive correlation was found between service quality, based on responsiveness, tangible elements, empathy, security and reliability with patient satisfaction (Beta = 0.760, R² = 0.577). It is concluded that improving the quality of service could significantly increase patient satisfaction. This study highlights the need for personalized services and provides perspectives for the design of improvement strategies in the Peruvian hospital environment.
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