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This study aims to investigate the impact of service quality, as measured by the SERVQUAL model with extended variables of safety awareness and energy conservation, on consumer satisfaction. It also explores the mediating effect of energy conservation and the moderating effect of consumer residence of electricity on this relationship.

The study uses a quantitative research approach, with data collected from 1,004 respondents through a questionnaire from the household consumers of UGVCL. The survey measures service quality using the SERVQUAL model with the additional variables of safety awareness and energy conservation. The data is analyzed using structural equation modeling, mediation and moderation to test the proposed hypotheses.

The results show that service quality, safety awareness and energy conservation all have a positive impact on consumer satisfaction expect responsiveness. Energy conservation also mediates the relationship between service quality and satisfaction, indicating that when consumers perceive higher service quality, they are more likely to conserve energy and thereby increase their satisfaction. Additionally, the moderating effect of consumer residence of electricity shows that the impact of service quality and safety awareness on satisfaction is stronger for consumers living in areas with higher electricity rates.

The paper lies in its investigation of the impact of service quality on consumer satisfaction using the SERVQUAL model, with the inclusion of two additional variables, safety awareness and energy conservation. Furthermore, this study examines the mediating effect of energy conservation and the moderating effect of consumer residence of electricity on the relationship between service quality and consumer satisfaction. To the best of our knowledge, this is the first study to incorporate these variables in examining the relationship between service quality and consumer satisfaction in the context of energy services. Therefore, this study offers a novel contribution to the existing literature on service quality and consumer satisfaction.

Digital healthcare once again emerges due to pandemic (Covid-19). Digital healthcare can be minimising the issue of accessibility, availability, accuracy and affordability of healthcare service during a pandemic. Digital healthcare playsa significant role to provide healthcare equity during the pandemic. This article presents the current trends and scenario of digital healthcare with a focus on health equity. The main objective of this chapter is to review the four aces of health equity in the digital healthcare literature. The scope and challenges faced by the policymakers to implementation of digital healthcare to improve health equity. This chapter considers the hybrid literature review based on the bibliometric and the systematic literature based on the various theme, sub-theme, concept and context-related health equity through digital healthcare. This study provides the previous and current research trends and preposition for the future researcher, healthcare professional, policymakers and digital healthcare innovators to invent the tool which leads the health equity through the digital healthcare in the healthcare.