Demographic profile of the respondents

1. majority male.

2.majority 18-30 years.

3.majority unmarried/single

4.majority employed

5.majority live with family

6.influencing factor (in order)-convenient, time saving , lazy to cook, offer-

discount

7.preventing factor- unawareness, afraid of payment through online,bad past,

others.

8.problems faced-communication issues,late delivery,wrong dishes, others.

4.9 Descriptive statistics of the variables in the model of the study

Table-09 shows the mean score of the service quality expectations, service quality perceptions,
and the service quality gap scores.

Expectation
The mean score of the service quality expectations were high and ranged from 4.83 for (item:
online delivery services give customers individual attention) to 6.29 for (items: Customers feel
safe in their transactions with online delivery services).

The total mean score of the consumers’ service quality expectations was 5.8103

Among the five dimensions, the highest expectation related to the responsiveness dimension and
the mean score was 5.975.

The lowest expectation related to the empathy dimension and the mean score was 5.33.
Besides, the five items with highest expectations score , three items related to reliability (i.e.
show sincere interest in solving problem/online food delivery services perform the service right
the first time/Providing the service at the promised time) and two items relate to assurance(i.e.
customers feel safe in their transactions with online food delivery services/employees are polite
with their customers).

Among the five items with lowest expectation score, three items related to empathy(i.e. giving
customers individual attention/employees give personal service/the operating hours are
convenient) and one related to assurance(i.e. employees’ behavior instill confidence in
customers) and the other one related to reliability(i.e. providing the service as promised).

Perceptions(after service perceptions)

The mean score of the service quality perceptions ranged from 3.18 for (item: when a customer
has a problem, they show sincere interest in solving it) to 6.09 for (item: online food delivery
services keep their records accurately).

The total mean score of the consumers’ service quality perceptions was 4.5815.

Among the five dimensions, the highest perception related to the reliability dimension and th
mean score was 4.81.

The lowest perception related to the empathy dimension and the mean score was 4.326.

Furthermore, the five items with highest perception score, two items related to the reliability (i.e.
keeping records accurately, perform the service right the first time),one related to the
assurance(i.e. employees are polite with customers),two related to tangibles(i.e equipments are
up-to-date/neat and well dressed).Among the five items with lowest perception score, each of the
dimensions holds one.

Gap score

The gap score for each item and dimension was computed by subtracting the expectation score
from the perception score (P-E). The results of study show that the total gap mean score of
consumers’ overall service quality was -1.228.
 The highest gap of the service quality related to the assurance dimension and the gap mean
score was 1.50. The lowest gap of the service quality related to the empathy dimension and the
gap mean score was 1.004.

an overview of the 22 items gap score found that from five items with highest gap, two items
related to assurance(i.e. Employees of Online food delivery services have the knowledge to
answer customers’ questions/Customers feel safe in their transactions with online food deliveries
services ) ,one from tangibles (i.e. materials are visually appealing), one from reliability(i.e.
showing sincere interest in solving customers’ problem) and the other from responsiveness(i.e.
employees make information easily obtainable by customers)

Table-09: Mean Scores of dimensions of service quality

  Expectations (E) Perception (P) (P-E)
  Mean (Expectation) Mean (Perception) Mean Gap Score
   
Tangibles 5.9125 4.7625 -1.15
1.Online food delivery
services have up-to-date
equipment. 6.02 5.05 -0.97
2.Physical facilities are
visually appealing. 5.94 5.01 -0.93
3.Employees are well
dressed and appear neat. 5.64 5.03 -0.61
4.Materials are visually
appealing 6.05 3.96 -2.09
   
Reliability 5.934 4.813960784 -1.120039216
5.They provide the
service as promised 5.36 4.02 -1.34

6.When a customer has a

problem, they show a
sincere interest in solving
it. 6.12 3.18 -2.94
7.Online food delivery
services perform the
service right the first time. 6.09 5.81 -0.28
8.Online food delivery
services in Dhaka provide
the service at the time
they promised to do so. 6.07 5.05 -1.02
9.Online food delivery
services keep their
records accurately.
6.03 6.009803922 -0.020196078
   
Responsiveness 5.975 4.6125 -1.3625
10. Employees make
information easily
obtainable by customers 5.93 3.32 -2.61
11. Employees give
prompt service to
customers. 6.04 5.06 -0.98

12. Employees are always

willing to help customers. 6.1 5.02 -1.08
13. Employees are never
too busy to respond to
customers’ request 5.83 5.05 -0.78
   
Assurance 5.9 4.3925 -1.5075
14. The behavior of
employees instill
confidence in customers 5.28 4.01 -1.27

15. Customers feel safe in

their transactions with
employees in the Online
food delivery services. 6.29 4.69 -1.6
16. Employees are polite
with customers. 6.06 5.33 -0.73
17. Employees of Online
food delivery services
have the knowledge to
answer customers’
questions.
5.97 3.54 -2.43
   
Empathy 5.33 4.326 -1.004
18. Online food delivery
services give customers
individual attention. 4.83 4.92 0.09
19. Their operating hours
are convenient to all their
customers. 5.28 4.87 -0.41
20. Employees give
customers personal
service. 5.04 4.1 -0.94

21. Online food delivery

services have their
customers' best interest
at heart. 5.94 4.07 -1.87
22. The employees
understand the specific
need of their customer. 5.56 3.67 -1.89
       
Overall Service Quality 5.8103 4.581492157 -1.228807843