Title: Anthropomorphic robots in Indian healthcare services: a mixed-methods analysis of adoption, patient perceptions, and service quality impacts

Authors: Arpan Anand

Addresses: Jaipuria Institute of Management, Department of Marketing, Sector 62, Noida, 201309, Uttar Pradesh, India

Abstract: This study investigates the role of anthropomorphic robots in the Indian healthcare service industry, focusing on their adoption, patient perceptions, and impacts on service quality. Using a mixed-methods approach combining qualitative interviews and a large-scale quantitative survey, we explore how anthropomorphism influences the integration of service robots in the culturally diverse and resource-constrained Indian healthcare environment. Our findings reveal that anthropomorphic features significantly enhance patient trust and engagement, leading to improved perceptions of service quality. However, cultural factors and ethical considerations moderate these effects. This research contributes to the literature on human-robot interaction (HRI) in healthcare, service quality in emerging economies, and the role of anthropomorphism in technology adoption. We provide actionable insights for healthcare providers, policymakers, and robot designers to optimise the integration of anthropomorphic robots in Indian healthcare services.

Keywords: anthropomorphic robots; healthcare services; India; service quality; HRI; human-robot interaction; mixed-methods research.

DOI: 10.1504/IJSOI.2025.152336

International Journal of Services Operations and Informatics, 2025 Vol.13 No.2/3/4, pp.196 - 241

Received: 15 Oct 2024
Accepted: 17 Jul 2025
Published online: 16 Mar 2026 *

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