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

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.