Abstract

UNDERSTANDING CONSUMER AWARENESS AND INSIGHTS ON E-PHARMACY SERVICES: A MULTI-CITY SURVEY ANALYSIS IN MAHARASHTRA

Sayali D. Devdikar*, Rajshree S. Badagu* and Dr. Balaji M. Shetkar

ABSTRACT

E-Pharmacies have emerged as a convenient and cost-effective alternative to traditional pharmacies, revolutionizing the healthcare landscape. This study aims to evaluate consumer awareness, preferences, and satisfaction with E-Pharmacy platforms through a survey conducted across Maharashtra and other Indian cities, including Bengaluru and Hyderabad. A structured Google Form collected data from 215 respondents, covering diverse demographic and behavioural aspects. The findings reveal that 82.3% of respondents are aware of E-Pharmacies, with 57% having utilized these services. Young adults (18–25 years), urban residents, and students constitute the primary user base. Popular platforms include Tata 1mg, Apollo 24/7, PharmEasy, and Netmeds, chosen for their 24/7 availability, home delivery, and cost-saving discounts. However, challenges such as delivery delays, high shipping costs, and usability barriers for non-educated individuals. Consumer satisfaction is generally positive, with 58.6%expressing satisfaction, though 38.1% remain neutral. The survey identifies significant opportunities to enhance service reliability, address emergency needs, improve delivery efficiency, and increase accessibility for rural and less-educated populations. With 67.4% of respondents showing interest in future E-Pharmacy usage, the study concludes that addressing key issues can expand the user base and position E-Pharmacies as a reliable, inclusive, and accessible healthcare solution for diverse demographics.

Keywords: E-Pharmacy, Maharashtra, Awareness, Consumer, Satisfaction.