Quality and Satisfaction in Health Care: A Case Study of Two Public Hospitals in Trujillo, Peru

Ariane Morales-Garrido, Brigitte Valderrama-Pazos, Jeremy García-Carranza, Alexis Horna-Velásquez, Willy Reyes-Anticona, Anlli Estela-Vargas and Walter Rojas-Villacorta ()
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Ariane Morales-Garrido: Escuela de Medicina, Facultad de Ciencias de la Salud, Universidad César Vallejo, Trujillo 13001, Peru
Brigitte Valderrama-Pazos: Escuela de Medicina, Facultad de Ciencias de la Salud, Universidad César Vallejo, Trujillo 13001, Peru
Jeremy García-Carranza: Escuela de Medicina, Facultad de Ciencias de la Salud, Universidad César Vallejo, Trujillo 13001, Peru
Alexis Horna-Velásquez: Escuela de Medicina, Facultad de Ciencias de la Salud, Universidad César Vallejo, Trujillo 13001, Peru
Willy Reyes-Anticona: Escuela de Medicina, Facultad de Ciencias de la Salud, Universidad César Vallejo, Trujillo 13001, Peru
Anlli Estela-Vargas: Escuela de Medicina, Facultad de Ciencias de la Salud, Universidad César Vallejo, Trujillo 13001, Peru
Walter Rojas-Villacorta: Dirección de Investigación, Universidad César Vallejo, Trujillo 13001, Peru

IJERPH, 2025, vol. 22, issue 7, 1-12

Abstract: (1) Background: The Peruvian healthcare system is widely regarded as deficient, with ongoing improvements identified as a key area of need. This study sought to assess user satisfaction and the quality of care in two public hospitals in Trujillo. (2) Methods: A non-experimental, cross-sectional, and correlational study was carried out. A group of 384 people who used two public hospitals in the city of Trujillo was studied. The people in the study were chosen based on the researchers’ convenience sampling. Information was collected using a survey based on the SERVQUAL model. This survey was used to evaluate the quality of service. Descriptive and inferential analyses were performed, including Spearman’s correlation and multinomial logistic regression to assess associations and identify key predictors of perceived service quality. (3) Results: The results indicated that 97.66% of the users perceived a low quality of care and 100% expressed dissatisfaction with the services. The most critical dimensions were reliability and responsiveness, while tangible items obtained better results. A positive correlation (rho = 0.723) was identified between quality of care and user satisfaction, with empathy (rho = 0.559) and safety (rho = 0.543) emerging as the most influential dimensions. (4) Conclusions: Responsiveness and Security were identified as key predictors of the perceived service quality in two public hospitals in Trujillo, Peru. Despite high empathy correlations, only timely care and safety significantly influenced satisfaction. The findings align with SDG 3, calling for improved efficiency and humanized care in public health services.

Keywords: service quality; user satisfaction; responsiveness; security; public hospitals (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2025
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