Investigating the relationship between health service quality and patient satisfaction: A case study of Lima East clinics in the midst of the COVID-19 pandemic

Abstract

Quality assessment has emerged as a recurring consideration in individuals' preferences for healthcare services. As a result, many private healthcare institutions recognize their obligation to improve the services they provide, especially in response to the prevailing demand for care. This study seeks to elucidate the intricate relationship between service quality and patient satisfaction in the clinics of Lima East in the challenging context of the COVID-19 pandemic in 2022. The research results show a remarkable mutual compatibility score and a substantial correlation coefficient of 0.696, indicating the concurrent validity of both variables. In conclusion, this study underscores its paramount importance by shedding light on the critical factors that clinics must prioritize in these challenging times. This illumination enables healthcare institutions to make informed decisions regarding service improvements, while at the same time shedding light on the relationship between service quality and patient satisfaction.