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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
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    References listed on IDEAS

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    1. Zibarzani, Masoumeh & Abumalloh, Rabab Ali & Nilashi, Mehrbakhsh & Samad, Sarminah & Alghamdi, O.A. & Nayer, Fatima Khan & Ismail, Muhammed Yousoof & Mohd, Saidatulakmal & Mohammed Akib, Noor Adelyna, 2022. "Customer satisfaction with Restaurants Service Quality during COVID-19 outbreak: A two-stage methodology," Technology in Society, Elsevier, vol. 70(C).
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    3. Ala’ Omar Dandis & Len Tiu Wright & Donna Marie Wallace-Williams & Ibrahim Mukattash & Mohammad Al Haj Eid & Helen (Huifen) Cai, 2021. "Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1892256-189, January.
    4. Hussain, Rahim & Al Nasser, Amjad & Hussain, Yomna K., 2015. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 167-175.
    5. Charlene Li & Miranda Mirosa & Phil Bremer, 2020. "Review of Online Food Delivery Platforms and their Impacts on Sustainability," Sustainability, MDPI, vol. 12(14), pages 1-17, July.
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    Cited by:

    1. Clay Hutama Basera & Johan. W de Jager & Antonie Drotsky, 2025. "Food and service quality as drivers of customer satisfaction and behavioural intention at quick service restaurants in Tshwane Urban, South Africa," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 14(9), pages 400-414, December.
    2. repec:rbs:ijbrss:v:14:y:2026:i:9:p:400-414 is not listed on IDEAS

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