Impact of Service Quality on Customer Satisfaction in Online Food Delivery Services: Evidence from Bangladesh

Sadia Nur Habib, Tarannum Islam, Mst. Helen Parvin, S. M. Rifat Hassan and Asaf-Ud Daula
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Sadia Nur Habib: Department of Management, Hajee Mohammad Danesh Science and Technology University, Dinajpur, Bangladesh.
Tarannum Islam: Department of Marketing, Hajee Mohammad Danesh Science and Technology University, Dinajpur, Bangladesh.
Mst. Helen Parvin: Department of Accounting, Hajee Mohammad Danesh Science and Technology University, Dinajpur, Bangladesh.
S. M. Rifat Hassan: Department of Business Administration, European University of Bangladesh, Dhaka, Bangladesh.
Asaf-Ud Daula: Department of Business Administration, Northern University of Business and Technology, Khulna, Bangladesh.

International Journal of Science and Business, 2025, vol. 46, issue 1, 40-49

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 (search for similar items in EconPapers)
Date: 2025
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