Public and Private Healthcare Service Quality in Trujillo, Peru: Evidence from a SERVQUAL Survey

Oloya-Salazar P.; Alayo-Ruiz E.; Vallejos-Salas K.; Ruiton-Castillo M.; Peña-López J.; Anicama-Ramirez K.; Rojas-Villacorta W. · Healthcare (Switzerland) (2026) · DOI: 10.3390/healthcare14060738

Resumen

Highlights: What are the main findings? Significant differences in perceived service quality and patient satisfaction were found between public hospitals and private clinics in Trujillo, Peru. Empathy and tangibles were key predictors of satisfaction, and cluster analysis identified two distinct user profiles based on service quality dimensions. What are the implications of the main findings? The findings highlight disparities in healthcare service delivery that affect patient experience and satisfaction in public and private institutions. The results provide evidence to support policies and strategies aimed at strengthening equitable, patient-centered healthcare in line with SDG 3. Background: Service quality and patient satisfaction are key indicators of healthcare performance, yet disparities remain between public hospitals and private clinics in Peru. Understanding these differences is essential for improving patient-centered care and advancing Sustainable Development Goal 3 (Good Health and Well-Being). The study examined how perceived service quality relates to user satisfaction in Trujillo’s private and public institutions. Methods: A cross-sectional study was conducted involving 480 users from public and private healthcare institutions. Service quality was assessed using the SERVQUAL model, and user satisfaction was measured with a validated Likert-scale instrument. Data did not follow a normal distribution (Kolmogorov–Smirnov test); thus, nonparametric statistics were applied. A two-step cluster analysis was additionally performed to identify user profiles based on the five quality dimensions of quality. Results: Participants from both health centers exhibited a range of sociodemographic profiles with regard to age, gender and income. Private clinics reported high levels of perceived service quality (95.8%) and user satisfaction (89.3%), whereas the public hospital showed moderate ratings in both dimensions. In the public setting, empathy and tangible elements emerged as significant predictors of satisfaction, while in private clinics, these same dimensions exhibited negative associations. The cluster analysis identified two distinct user profiles, with tangibles and reliability being the most influential predictors. Conclusions: Significant differences were observed between private and public institutions. Although service quality was positively associated with satisfaction, its explanatory power was limited, suggesting the influence of additional unmeasured factors. This study opens avenues for future research on how differentiated strategies can be scaled and adapted to strengthen public healthcare delivery in Peru, ensuring alignment with equitable and patient-centered care principles promoted by SDG 3.

Instituciones: Universidad César Vallejo