Calidad de servicio y satisfacción de pacientes sometidos a tratamientos estéticos faciales mínimamente invasivos de una clínica privada. Lima-Perú. 2019

Abstract

Objective: To establish the relationship between quality of service and satisfaction among patients who underwent minimally invasive facial cosmetic treatments in a private clinic, Lima-Peru, 2019. Materials and methods: An observational, descriptive and cross-sectional study with a quantitative and correlational approach. One hundred twenty-three (123) patients were surveyed by means of the service performance (SERVPERF) model and the outpatient service user satisfaction (SUCE) questionnaire, which were adapted to the study population. The IBM SPSS Statistics version 20 and the Spearman’s rank correlation test were used. Results: Twenty-three percent (23 %) of the patients reported a high quality of service; 58 %, a medium quality of service; and 19 %, a low quality of service. Additionally, a medium-level quality prevailed in the following quality of service dimensions: reliability (49 %), responsiveness (48 %), security (56 %), empathy (52 %) and tangible aspects (57 %). Regarding satisfaction, 95 % of the patients reported a medium-level satisfaction and 5 %, a low-level satisfaction after receiving the service. Likewise, in both dimensions of the satisfaction variable (administrative service and healthcare service), a medium-level satisfaction was observed. The research demonstrated that there is a relationship between quality of service and satisfaction. It also demonstrated that there is a significant relationship (sig 0.05) was found between two dimensions of the quality of service variable (security and empathy) and the satisfaction variable. Conclusions: There is a significant relationship between quality of service and satisfaction among patients who underwent minimally invasive facial cosmetic treatments in a private clinic, Lima-Peru, 2019.