The effects of product quality and customer relations towards customer satisfaction among food consumers in Narsingdi, Bangladesh with delivery speed as a mediator

Abstract

This paper study examines the effect factor relationships among Product Quality, Customer Relations, Delivery Speed, and Customer Satisfaction in the food-processing industry in Narsingdi District, Bangladesh. Data were collected and obtained with structured questionnaire at 384 respondents among food consumers using a quantitative, cross-sectional survey design. The data gathered were analyse with IBM-AMOS version 18 for path analysis and mediation testing. The findings showed that Customer Relations significantly influences Delivery Speed (β = .54, p < .001) and Customer Satisfaction (β = .36, p < .001), while Product Quality (β = .46, p < .001) also has significant positive effects on both variables each. Delivery Speed positively affects Customer Satisfaction and partially mediates the relationships between Product Quality, Customer Relations, and Customer Satisfaction. The findings highlight the importance of integrating product quality, customer relationships, and timely delivery to improve customer satisfaction.