Calidad de Atención y Satisfacción del Usuario atendido por teleconsulta, en un Consultorio Privado, 2025

Washington Espartaco Almeida Rugel; Oswaldo Efraín Cárdenas López

doi:10.70577/ASCE/832.848/2025

Authors

Washington Espartaco Almeida Rugel Universidad Técnica de Machala https://orcid.org/0009-0007-7338-6118
Oswaldo Efraín Cárdenas López Universidad Técnica de Machala https://orcid.org/0000-0001-5234-1825

DOI:

https://doi.org/10.70577/ASCE/832.848/2025

Keywords:

Telemedicine, quality of care, user satisfaction, SERVQUAL, teleconsultation.

Abstract

Telemedicine, driven by information and communication technologies, has transformed global healthcare, establishing itself after the COVID-19 pandemic as an essential tool for optimizing access, efficiency, and quality of medical care. The aim of this study is to determine the relationship between the quality of care and user satisfaction in patients attended through teleconsultation at a private medical practice. A quantitative, descriptive-correlational study was conducted under a positivist paradigm, with a sample of 82 patients over 18 years old who received at least two teleconsultations between October 2024 and April 2025. Data were collected through online surveys based on the SERVQUAL model (20 items) and a global satisfaction survey (9 items), both using a 5-point Likert scale, and analyzed with SPSS version 27. The results indicated high perceived quality and demonstrated a positive and significant relationship between the quality of care and user satisfaction. Overall quality (mean 4.5 ± 0.7) showed a strong correlation (Rho 0.90, p < 0.001) with satisfaction, explaining 51.2% of its variance (R² = 0.512). The dimensions of assurance (OR = 67.83), reliability, and empathy stood out, with items related to trust in the physician and consultation effectiveness being prominent. In conclusion, telemedicine is highly valued by users; perceived quality, particularly in assurance and empathy, plays a critical role in satisfaction, reinforcing the value of telemedicine as an effective strategy in private medical practices.

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