Abstract

Introduction: In Chile, the high prevalence of overnutrition establishes the dietitian's intervention as a fundamental pillar of the healthcare system. The effectiveness of this professional depends not only on technical competence but also on the quality of the service as perceived by users, a crucial factor for longterm adherence and outcomes. Objective: To compare the perceived service quality reported by users attending follow-up appointments with nutritionists in the public and private healthcare systems in Chile. Methods: A non-experimental, cross-sectional study was conducted on users aged 18-60 years who were treated by nutritionists in the Maule Region, Chile (n=380). Digital surveys based on the SERVQUAL (21 items) and SERVPERF (22 items) instruments were administered. Results: Private care obtained significantly higher SERVPERF scores (p<0.001) in 21 out of 22 items, with the greatest differences observed in Empathy (Delta=0.65) and Assurance (Delta=0.58). A negative global gap (-0.21) was identified using the SERVQUAL model, which was more pronounced in the public sector (-0.31 vs.-0.13 in the private sector). Dissatisfaction increased with age. Conclusion: The findings highlight the need to improve service quality in the public sector to meet patient expectations and reduce perception gaps.