Multidimensional Analysis of Perceived Quality and User Satisfaction in Community Mental Health Care: Evidence from a SERVQUAL-Based Assessment in Peru

Vollständiger Abstract

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The World Health Organization emphasizes that patients have the right to receive high-quality health care, which includes satisfactory levels of service delivery. In light of this context, the study examines the relationship between perceived quality of care and user satisfaction in a community mental health center in Peru. A quantitative, descriptive-correlational, and cross-sectional design was applied, using the SERVQUAL model. Data were collected through a structured questionnaire administered to 229 users aged 18 and over, and processed with SPSS v.25. Results indicated that perceived quality of care was high, while user satisfaction was moderate. Statistically significant but weak positive correlations were found between satisfaction and tangibles (r = 0.381), responsiveness (r = 0.313), reliability (r = 0.162), and empathy (r = 0.193). No significant correlation was found with safety (r = -0.005). These findings suggest that quality of care partially explains user satisfaction and highlight the importance of strengthening interpersonal and infrastructural components to improve service outcomes in community mental health settings.