IDEAS home Printed from https://ideas.repec.org/a/aif/journl/v44y2025i1p75-90.html
   My bibliography  Save this article

Factors Affecting Customer Satisfaction in Restaurant Services: A Study on Rangpur Region, Bangladesh

Author

Listed:
  • Shain Hasnat Riva

    (Department of Marketing, Begum Rokeya University, Rangpur, Bangladesh)

Abstract

With an emphasis on the SERVQUAL dimensions (tangibility, responsiveness, reliability, assurance, and empathy), this study attempts to investigate the variables affecting customer satisfaction in the restaurant business. Using a quantitative approach, data were collected through surveys from 200 clients of various restaurants. The results reveal that empathy has the most significant impact on customer satisfaction, followed by tangibility, while assurance was found to have a minimal effect. These results suggest that restaurants should prioritize empathetic service to enhance customer experiences. However, the findings' generalizability is constrained by the study's sample size and focus. The research highlights the importance of improving service quality through customer-centered strategies and provides actionable insights for restaurant managers. The originality of this study lies in its focus on the SERVQUAL dimensions in the context of the restaurant industry, an area that has received limited attention in recent research.

Suggested Citation

  • Shain Hasnat Riva, 2025. "Factors Affecting Customer Satisfaction in Restaurant Services: A Study on Rangpur Region, Bangladesh," International Journal of Science and Business, IJSAB International, vol. 44(1), pages 75-90.
    • Handle: RePEc:aif:journl:v:44:y:2025:i:1:p:75-90
    as

    Download full text from publisher

    File URL: https://ijsab.com/wp-content/uploads/2556.pdf
    Download Restriction: no
    File URL: https://www.ijsab.com/volume-44-issue-1/7774
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Lian, Jiunn-Woei, 2021. "Determinants and consequences of service experience toward small retailer platform business model: Stimulus–organism–response perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    2. Nor’Aini Yusof & Faiz Abd Rahman & Mohd Fitri Che Jamil & Mohammad Iranmanesh, 2014. "Measuring the Quality of Ecotourism Services," SAGE Open, , vol. 4(2), pages 21582440145, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    2. Khyati Shetty Datta & Julie Vardhan, 2017. "A SERVQUAL-Based Framework for Assessing Quality of International Branch Campuses in UAE," SAGE Open, , vol. 7(1), pages 21582440166, February.
    3. Agrawal, Shiv Ratan & Mittal, Divya, 2022. "Optimizing customer engagement content strategy in retail and E-tail: Available on online product review videos," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    4. Kim, Hongbum & Ryu, Min Ho & Lee, Daeho & Kim, Jang Hyun, 2022. "Should a small-sized store have both online and offline channels? An efficiency analysis of the O2O platform strategy," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    5. Ng, Felicity Zi-Xuan & Yap, Hui-Yee & Tan, Garry Wei-Han & Lo, Pei-San & Ooi, Keng-Boon, 2022. "Fashion shopping on the go: A Dual-stage predictive-analytics SEM-ANN analysis on usage behaviour, experience response and cross-category usage," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    6. Manu, C & Sreejesh, S, 2024. "‘Do not be Deteriorated by service failures, Learn from them and start managing it’: Conditions and mechanisms for managing online service failures," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    7. Nadeem, Waqar & Alimamy, Saifeddin & Ashraf, Abdul Rehman, 2023. "Navigating through difficult times with ethical marketing: Assessing consumers' willingness-to-pay in the sharing economy," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    8. Abbasi, Ghazanfar Ali & Sandran, Thiviya & Ganesan, Yuvaraj & Iranmanesh, Mohammad, 2022. "Go cashless! Determinants of continuance intention to use E-wallet apps: A hybrid approach using PLS-SEM and fsQCA," Technology in Society, Elsevier, vol. 68(C).
    9. Jakaria Dasan & Fatimah Ahmedy & Shamezah Shamsul & Elia Godoong & Coswald Stephen Sipaut & Mohammad Saffree Jeffree, 2022. "Post-COVID-19 Challenges for a Sustainable Community-Based Ecotourism: A Case Study of Rural Community in Sabah, North of Borneo," SAGE Open, , vol. 12(4), pages 21582440221, December.
    10. Huseyin Arasli & Mehmet Bahri Saydam & Hasan Kilic, 2020. "Cruise Travelers’ Service Perceptions: A Critical Content Analysis," Sustainability, MDPI, vol. 12(17), pages 1-13, August.
    11. Hossain, Md Shamim & Rahman, Mst Farjana, 2022. "Detection of potential customers’ empathy behavior towards customers' reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    12. Huynh Thi Thuy Giang & Luu Tien Dung & Huynh Thuy Tien & Chung Tu Bao Nhu, 2024. "Customer empowerment and engagement on sharing platform in the retailing sector: testing the mediating effects of service innovation and platform trust," Journal of Innovation and Entrepreneurship, Springer, vol. 13(1), pages 1-21, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aif:journl:v:44:y:2025:i:1:p:75-90. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Farjana Rahman (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.