Background: The Ayushman Bharat Digital Mission (ABDM) aims to create a digital healthcare ecosystem in India, enhancing access, affordability, and quality of services for diverse socio-economic groups. This study investigates variations in patient satisfaction and service quality in South Mumbai using the SERVQUAL model.

Methods: A cross-sectional descriptive research design was employed, utilizing a structured questionnaire based on the SERVQUAL dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. A convenience sample of 200 respondents who accessed ABDM services was surveyed. Data analysis was conducted using SPSS with Bayesian statistics, employing nonparametric tests like Chi-Square and Kolmogorov-Smirnov to assess differences in satisfaction across socio-economic groups.

Results: Significant differences in patient satisfaction were observed between socio-economic groups, particularly in Tangibility (mean score 4.01, ±1.27, t=8.750, p<0.001) and Responsiveness (mean score 3.80, ±1.42, t=5.184, p<0.001). Reliability showed minimal variation (mean score 2.72, ±1.12, p=0.058). Bayesian analysis indicated strong evidence against the null hypotheses for Tangibility and Responsiveness, while moderate evidence was found for Reliability.

Conclusion: Socio-economic factors significantly influence patient experiences with ABDM services, with Tangibility and Responsiveness being critical for satisfaction. The findings highlight the need for targeted interventions to address disparities in service quality and improve healthcare delivery. Policymakers should leverage these insights to enhance digital health initiatives and ensure equitable access to healthcare services