Assessing the service quality and future development of Cantonese Dim Sum restaurants in Hong Kong

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Assessing the service quality and future development of Cantonese Dim Sum restaurants in Hong Kong

 

Author: Au, Chun-hung Danny
Title: Assessing the service quality and future development of Cantonese Dim Sum restaurants in Hong Kong
Degree: M.Sc.
Year: 2005
Subject: Hong Kong Polytechnic University -- Dissertations
Restaurants -- China -- Hong Kong -- Quality control
Restaurants -- China -- Hong Kong -- Management
Consumer satisfaction -- China -- Hong Kong
Department: School of Hotel and Tourism Management
Pages: 84 leaves ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1818228
URI: http://theses.lib.polyu.edu.hk/handle/200/3879
Abstract: Hong Kong is a popular tourist destination renowned for its gourmet food and has a unique fusion food with the East and West. Cantonese Dim Sum restaurants have been facing the most difficult situation in the past few years. There are many organizational and structural problems within the Cantonese Dim Sum industry and the service quality of Cantonese Dim Sum restaurants is deteriorating. The main objective of this study is to integrate existing research on service quality to develop a service quality instrument for Cantonese Dim Sum restaurants (CDS). A secondary objective is to examine the history and current operations of CDS restaurants and to provide recommendations for future development. Both qualitative and quantitative interviews were applied in this study. An open-ended questionnaire was used to interview 3 industrial leaders while a closed-ended questionnaire was conducted to survey a sample of 300 respondents using a central location method. The data were analyzed using factor analysis and multiple regression analysis. From the qualitative interviews, internal and external operational problems of CDS were identified. Internal issues are concerned with the old traditional management style which lacks a proactive and systematic pattern whereas external difficulties were observed in the changing eating habits over this recession period especially under the severe competition within the food industry. The results of the quantitative study indicated that the three dimensions: "ambiance", "social factors", and "value for money" were significantly related to the overall service satisfaction.

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