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International Journal of Creative and Open Research in Engineering and Management

A Peer-Reviewed, Open-Access International Journal Supporting Multidisciplinary Research, Digital Publishing Standards, DOI Registration, and Academic Indexing.
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ISSN: 3108-1754 (Online)
Crossref DOI: Available
ISO Certification: 9001:2015
Publication Fee: 599/- INR
Compliance: UGC Journal Norms
License: CC BY 4.0
Peer Review: Double Blind
Volume 02, Issue 04

Published on: April 2026

THE ROLE OF DIGITAL HEALTH TECHNOLOGIES IN ENHANCING SERVICE QUALITY PERCEPTION AND PATIENT SATISFACTION IN INDIA: AN EMPIRICAL STUDY USING SERVQUAL AND SPO FRAMEWORK

KSHITIJ KUMAR SURAJ SHARMA

Dr. KISHORE KUMAR

MBA in Hospital and Healthcare Management Lovely professional University
DOI:https://doi.org/10.55041/ijcope.v2i4.397

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Plagiarism Passed Peer Reviewed Open Access

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Abstract

Digital health technologies have significantly transformed healthcare delivery systems worldwide. In India, initiatives such as telemedicine, electronic health records (EHRs), and artificial intelligence (AI)-based diagnostics have enhanced accessibility and efficiency. However, their impact on patient-perceived service quality and satisfaction remains underexplored. This study investigates the relationship between digital health technologies, service quality perception, and patient satisfaction using SERVQUAL and Donabedian’s Structure–Process–Outcome (SPO) framework. A quantitative approach was adopted, collecting data from 200 patients through structured questionnaires. Statistical analysis revealed that patient safety (β = 0.68, p < 0.001) and service quality (β = 0.42, p < 0.001) significantly influence patient satisfaction. The findings highlight the importance of reliability, assurance, and digital trust while identifying usability and accessibility challenges. The study provides implications for healthcare providers and policymakers to improve digital healthcare delivery.

How to Cite this Paper

KUMAR, K. & SHARMA, S. (2026). The Role of Digital Health Technologies in Enhancing Service Quality Perception and Patient Satisfaction in India: An Empirical Study using SERVQUAL and SPO Framework. International Journal of Creative and Open Research in Engineering and Management, <i>02</i>(04). https://doi.org/10.55041/ijcope.v2i4.397

KUMAR, KSHITIJ, and SURAJ SHARMA. "The Role of Digital Health Technologies in Enhancing Service Quality Perception and Patient Satisfaction in India: An Empirical Study using SERVQUAL and SPO Framework." International Journal of Creative and Open Research in Engineering and Management, vol. 02, no. 04, 2026, pp. . doi:https://doi.org/10.55041/ijcope.v2i4.397.

KUMAR, KSHITIJ, and SURAJ SHARMA. "The Role of Digital Health Technologies in Enhancing Service Quality Perception and Patient Satisfaction in India: An Empirical Study using SERVQUAL and SPO Framework." International Journal of Creative and Open Research in Engineering and Management 02, no. 04 (2026). https://doi.org/https://doi.org/10.55041/ijcope.v2i4.397.

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References


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  • •All submissions are screened under plagiarism detection.
  • •Review follows editorial policy.
  • •Authors retain copyright.
  • •Peer Review Type: Double-Blind Peer Review
  • •Published on: Apr 23 2026
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