Impact of Service Quality on Customer Satisfaction in Online Food Delivery Services: Evidence from Bangladesh
Author (s)
Sadia Nur Habib, Tarannum Islam, Mst. Helen Parvin, S. M. Rifat Hassan, & Asaf-Ud-Daula
Abstract
This study aims to determine the impact of various service quality dimensions on customer satisfaction and loyalty when ordering food online and dining at home from restaurants in Bangladesh. It also seeks to identify which of the five service quality dimensions is most significant in ascertaining overall customer satisfaction. Employing a quantitative research methodology on Bangladeshi customers who have bought food online, this study utilizes an anonymous questionnaire survey to collect primary data based on a seven-point Likert scale. The findings reveal how the service quality dimensions—tangibility, reliability, assurance, empathy, and responsiveness—affect customer satisfaction and loyalty. The study findings can be invaluable for restaurant managers, especially as the restaurant industry continues to thrive and people are becoming more comfortable with online services due to the fast pace of life, highlighting the importance of understanding the key variables influencing service quality, customer satisfaction, and customer loyalty.
Keywords: Online food delivery, Service quality, Customer satisfaction, SERVQUAL, Restaurant industry.
| Title: | Impact of Service Quality on Customer Satisfaction in Online Food Delivery Services: Evidence from Bangladesh |
|---|---|
| Author: | Sadia Nur Habib, Tarannum Islam, Mst. Helen Parvin, S. M. Rifat Hassan, & Asaf-Ud-Daula |
| Journal Name: | International Journal of Science and Business |
| Website: | ijsab.com |
| ISSN: | ISSN 2520-4750 (Online), ISSN 2521-3040 (Print) |
| DOI: | https://doi.org/10.58970/IJSB.2594 |
| Media: | Online |
| Volume: | 46 |
| Issue: | 1 |
| Issue publication (Year): | 2025 |
| Acceptance Date: | 25/05/2025 |
| Date of Publication: | 26/05/2025 |
| PDF URL: | http://ijsab.com/wp-content/uploads/2594.pdf |
| Free download: | Available |
| Page: | 40-49 |
| First Page: | 40 |
| Last Page: | 49 |
| Paper Type: | Research paper |
| Current Status: | Published |
Cite This Article:
Habib, S. N., Islam, T., Parvin, M. H., Hassan, S. M. R. & Daula, A. U. (2025). Impact of Service Quality on Customer Satisfaction in Online Food Delivery Services: Evidence from Bangladesh, International Journal of Science and Business, 46(1), 40-49. https://doi.org/10.58970/IJSB.2593
About Author (s)
Sadia Nur Habib (Corresponding Author), Department of Management, Hajee Mohammad Danesh Science and Technology University, Dinajpur, Bangladesh. ORCID: https://orcid.org/0009-0006-3652-8407
Tarannum Islam, Department of Marketing, Hajee Mohammad Danesh Science and Technology University, Dinajpur, Bangladesh. ORCID: https://orcid.org/0000-0003-4095-2295
Mst. Helen Parvin, Department of Accounting, Hajee Mohammad Danesh Science and Technology University, Dinajpur, Bangladesh. ORCID: https://orcid.org/0009-0008-6316-6311
S. M. Rifat Hassan, Department of Business Administration, European University of Bangladesh, Dhaka, Bangladesh. ORCID: https://orcid.org/0000-0001-7394-1280
Asaf-Ud-Daula, Department of Business Administration, Northern University of Business and Technology, Khulna, Bangladesh. ORCID: https://orcid.org/0009-0004-9507-4447
DOI: https://doi.org/10.58970/IJSB.2594