Quality of service and loyalty among chronic patients
DOI:
https://doi.org/10.5281/zenodo.18187401Keywords:
quality of service, loyalty, chronic patientAbstract
Providing quality care to patients with chronic diseases is a priority challenge for the Peruvian healthcare system. Beyond clinical treatment, the way in which the service is provided directly influences trust, retention, and continuity of the relationship with the institution. In this context, understanding how the perception of quality impacts patient loyalty is essential. Objective: To analyze the relationship between the quality of hospital service and the loyalty of chronic patients at the Hospital de Vitarte, Lima, during the year 2024. Methods: Quantitative, cross-sectional, and correlational study conducted with 385 adult chronic patients selected through intentional non-probabilistic sampling. Validated questionnaires based on the SERVQUAL model and Likert scales were applied, and the analysis was performed using Spearman's correlation test (p < 0.05). Results: 88.1% of participants rated the quality of service positively, and 88.8% expressed a high level of loyalty. The most highly rated dimensions were empathy, assurance, and tangible elements. A strong and significant correlation was found between both variables (ρ = 0.629; p < 0.001). Conclusions: Empathetic, reliable, and timely medical care strengthens patient commitment to the institution. Improving the user experience, especially in chronic patients, contributes to more humane, continuous, and effective care.
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