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As avaliações de qualidade percebida baseadas no SERVQUAL costumam ser resumidas em médias que podem ocultar heterogeneidade e problemas de qualidade de resposta. Este estudo transversal avaliou a qualidade percebida em um centro privado de especialidades de Machala, Equador, mediante análise multivariada e segmentação. Analisaram-se 90 questionários (30 itens, cinco dimensões) com coeficientes de confiabilidade, correlações de Spearman, componentes principais e K-means, validado com bootstrap, Ward e exclusão de respostas invariantes. A consistência interna foi elevada (α = ω = 0,990) e o primeiro componente explicou 91,7% da variância. A solução de três estratos (19, 41 e 30 participantes) coincidiu com a segmentação da pontuação global (ARI = 1,000); ao excluir as respostas invariantes (32,2%), o Silhouette favoreceu dois estratos. O tempo de espera foi o item pior avaliado no estrato crítico (média = 2,42). Os estratos representam níveis de uma percepção global, sensíveis à qualidade de resposta.
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