Assessing Customers Attitude and Perception Towards E-Pharmacies in India via Cross-sectional Survey and Customers’ Online Reviews Analysis

Online pharmacy, also known as e-pharmacy, is an online platform that enables customers to buy medicinal products and services, and ensures convenient delivery to their homes. Before the COVID-19 pandemic, the use of online pharmacies in India was relatively limited. However, during the pandemic, the adoption of online pharmacy services grew significantly and has continued to remain strong even in the post-COVID period. We are conducting this study to explore the attitudes and perceptions of Indian consumers towards online pharmacies. It will involve both a quantitative cross-sectional survey and sentiment analysis of consumers’ online reviews and comments. The results from both analyses will be triangulated to generate final insights. These insights could then be leveraged by prominent online pharmacies to address consumer concerns, thereby improving the quality of future services.

Through a cross-sectional survey, the aim is to explore the attitudes and perceptions of consumers towards online pharmacies. It will help better understand the key factors influencing online pharmacy usage, satisfaction levels, and concerns, and contribute to improving the future of digital healthcare services in India. The second part of the study will be sentiment analysis which will scrutinize sentiments expressed in customer reviews on various web portals including third party websites.