Effect of Service Quality on Customer Satisfaction in Online Food Delivery Services in Bharatpur

Abstract

This study investigates the effect of service quality on customer satisfaction in online food delivery (OFD) services in Bharatpur, Chitwan. It specifically examines how key service quality dimensions: tangibility, reliability, responsiveness, assurance, and empathy influence customer satisfaction. Employing a descriptive research design and a quantitative approach, data were collected from one hundred and eighteen respondents who were above eighteen years through an online survey distributed via social media platforms.
Findings reveal that service quality dimensions significantly impact customer satisfaction, with notable emphasis on reliability and assurance. The study also highlights the growing importance of digital platforms and cloud kitchens in Nepal’s evolving digital economy, especially in the post-Covid-19 context. The results suggest that improving service quality in areas such as delivery reliability, staff professionalism, and technological integration can enhance customer satisfaction and loyalty. Future research could expand on these findings by exploring additional variables and employing mixed-method approaches for deeper insights.