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
Article Status
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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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- •Published on: Apr 23 2026
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