Calidad del servicio y fidelización de pacientes crónicos
DOI:
https://doi.org/10.5281/zenodo.18187401Palabras clave:
calidad del servicio, fidelización, paciente crónicoResumen
La atención de calidad a pacientes con enfermedades crónicas constituye un desafío prioritario para el sistema de salud peruano. Más allá del tratamiento clínico, la forma en que se presta el servicio influye directamente en la confianza, permanencia y continuidad del vínculo con la institución. En este contexto, comprender cómo la percepción de calidad impacta en la fidelización del paciente resulta fundamental. Objetivo: Analizar la relación entre la calidad del servicio hospitalario y la fidelización del paciente crónico en el Hospital de Vitarte, Lima, durante el año 2024. Métodos: Estudio cuantitativo, transversal y correlacional, realizado con 385 pacientes crónicos adultos seleccionados mediante muestreo no probabilístico intencional. Se aplicaron cuestionarios validados basados en el modelo SERVQUAL y escalas tipo Likert, y el análisis se desarrolló mediante la prueba de correlación de Spearman (p < 0,05). Resultados: El 88,1% de los participantes evaluó positivamente la calidad del servicio y el 88,8% manifestó un alto nivel de fidelización. Las dimensiones mejor valoradas fueron la empatía, la garantía y los elementos tangibles. Se halló una correlación fuerte y significativa entre ambas variables (ρ = 0,629; p < 0,001). Conclusiones: Una atención médica empática, confiable y oportuna fortalece el compromiso del paciente con la institución. Mejorar la experiencia del usuario, especialmente en pacientes crónicos, contribuye a una atención más humana, continua y efectiva.
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