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Vol.15, No.3, August 2026. ISSN: 2217-8309 eISSN: 2217-8333
TEM Journal
TECHNOLOGY, EDUCATION, MANAGEMENT, INFORMATICS Association for Information Communication Technology Education and Science |
Multidimensional Analysis of Perceived Quality and User Satisfaction in Community Mental Health Care: Evidence from a SERVQUAL-Based Assessment in Peru
Jahaira Antonella Diaz-Salazar, Franklin Cordova-Buiza
© 2026 Franklin Cordova-Buiza, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)
Citation Information: TEM Journal. Volume 15, Issue 3, Pages 3065-3073, ISSN 2217-8309, DOI: 10.18421/TEM153-86, August 2026.
Received: 02 August 2025.
Abstract:
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.
Keywords – Quality, user satisfaction, health center, SERVQUAL, Peru. |
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