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Purpose E-health platforms improve patient experience and healthcare delivery. This study compares two e-health platforms in emerging nations like India, analysing service dimensions like user interface, design, content quality to boost engagement. Design/methodology/approach The study analyses two platforms (websites and apps) using content analysis, qualitative coding, BERTopic and regression analysis of customer reviews from Google Play and YouTube to evaluate their services. Findings Government apps offer free consultations for rural citizens. Sentiment score and review length enhance ratings, but diverse services, interactivity are crucial. Private apps offer advanced features for urban users. Sentiment scores show improved ratings, and longer reviews reveal dissatisfaction with costs and usability. Government apps should focus on user-centred design, private apps should focus on competitive pricing to boost adoption. Research limitations/implications Two platforms were analysed and the top 15 YouTube videos were considered based on likes, comments and duration. Future studies should validate the model across diverse regions, including more e-health apps in emerging nations, to explore user engagement influenced by socio-economic, cultural factors and regulatory frameworks. Practical implications This study offers insights for policymakers, e-health app marketeers on emphasizing value-centric approaches to enhance user attitude and behaviour, by supporting strong privacy frameworks for equitable and sustainable adoption of e-health apps. Originality/value Integrating behavioural reasoning theory explains how individuals form intentions based on perceived reasons for or against e-health app adoption, and service-dominant logic emphasizes value co-creation between users and providers.
Mohapatra et al. (Wed,) studied this question.