IDEAS home Printed from https://ideas.repec.org/a/aif/journl/v46y2025i1p40-49.html
   My bibliography  Save this article

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

Author

Listed:
  • 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.)

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.

Suggested Citation

  • Sadia Nur Habib & Tarannum Islam & Mst. Helen Parvin & S. M. Rifat Hassan & Asaf-Ud Daula, 2025. "Impact of Service Quality on Customer Satisfaction in Online Food Delivery Services: Evidence from Bangladesh," International Journal of Science and Business, IJSAB International, vol. 46(1), pages 40-49.
    • Handle: RePEc:aif:journl:v:46:y:2025:i:1:p:40-49
    as

    Download full text from publisher

    File URL: https://ijsab.com/wp-content/uploads/2594.pdf
    Download Restriction: no
    File URL: https://www.ijsab.com/volume-46-issue-1/8007
    Download Restriction: no
    ---><---

    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:46:y:2025:i:1:p:40-49. 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.

    We have no bibliographic references for this item. You can help adding them by using 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.