The Relationship Between Service Qality And Customer Satisfaction In Selected Health Care Apps

The Indian healthcare landscape is rapidly transitioning from traditional offline models to digital platforms, driven by increased internet penetration and a growing demand for convenient healthcare solutions. This shift has led to the proliferation of online healthcare applications like Apollo 24|7, Tata 1MG, and PharmEasy. However, with increased competition, understanding the key drivers of customer satisfaction in this nascent online healthcare ecosystem becomes crucial. While offline healthcare relies heavily on established trust and personal interactions, online platforms must leverage service quality to build and maintain customer loyalty. Therefore, this research investigates the relationship between service quality and customer satisfaction in these leading Indian health-care applications (Apollo 24|7, Tata 1MG, and PharmEasy). Using survey data from 151 respondents and statistical analysis (correlation, regression, ANOVA), the study demonstrates a significant positive relationship: improvements in service quality directly correlate with increased customer satisfaction. The findings underscore the importance of prioritizing service quality to enhance user engagement, loyalty, and the overall success of healthcare apps in the Indian context.