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The objective of this study was to analyze the determinants of satisfaction of patients with chronic kidney failure (CKD) at the Ambato Provincial Teaching Hospital using the SERVPERF model. A descriptive-correlational design was adopted, and the survey was applied to 132 patients with said condition. The factors evaluated were the perceived quality (CAP), satisfaction (SATP), empathy (EMP), security (SEG) and tangibility (TAN) of the service. The Cronbach reliability coefficients were high, as was the satisfaction dimension with 0.918, likewise the factor analysis revealed that quality (CLD) explains 30.25% of the variance, followed by tangibility (TGB) with the 21.796%. The relationship between empathy and satisfaction (Rho = 0.872, p = 0.000) was the most significant, highlighting the importance of empathic training of medical staff to improve the patient experience and strengthen the doctor-patient relationship for the benefit of health and well-being of the patients and the population served.
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