| 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 |
| 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. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b18182288.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 2.56 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/3879