E-service and customer satisfaction in the restaurant business in Nepal

Abstract

Service quality is a critical factor for the success of the restaurant industry in Nepal. This study focuses on the relationship and impact between e-service quality and customer satisfaction. The research uses simple random sampling for sampling the data. Data from 190 customer responses were analyzed. The instruments are descriptive statistics and inferential statistics. To analyze the reliability and validity of the data Pearson Correlation is used. The results indicate a positive correlation between service quality variables (reliability, responsiveness, payment options, assurance, communication, and web design) and customer satisfaction. The study found a positive relationship between service quality variables and customer satisfaction. This means that improving service quality will increase customer satisfaction. The research adds to the understanding of e-service quality and its impact on customer satisfaction in the Nepalese restaurant industry. Keywords: E-service quality, Customer Satisfaction, Reliability, Responsiveness, Tangibility Communication etc