Assessing the impact of digital transformation on operational efficiency and guest satisfaction : a mixed methods case study of X Cafe in Bangladesh

Abstract

Digital transformation has improved hospitality operations and customer service. It examines how internet ordering, payment, and social media feedback affect Bangladeshi X Cafe performance and customer happiness. The project will apply digital service innovation and customer experience theory to identify user-friendly digital solutions that reduce service errors, improve process efficiency, customer perceptions, and customer loyalty. The mixed-method strategy collected primary data from 35 clients using a standardized Likert scale survey. The quantitative results indicate that cafes' digital tools are popular. Over 68% of respondents felt the online ordering system is simple, reduces errors, and speeds up service delivery, enhancing operational efficiency. Digital payments were universally authorized due to their convenience, billing improvements, and transaction confidence. For communication and responsiveness, all respondents appreciated social media and digital feedback mechanisms. Guest satisfaction was high since 100% of guests said the digital services improved their experience, convenience, and want to return or refer to X Cafe. The correlation between digital transformation and customer pleasure shows that user-friendly technologies impact organizational workflow and service value. The system's simplicity and feedback systems received mixed reviews, but the findings suggest that digital technologies are essential to modern hospitality in Bangladesh. This study fills a literature vacuum by addressing small-scale café businesses in an emerging industry and giving realistic digital offerings solutions. The future study can compare hospitality segments or staff opinions to understand digital transformation's effects.