Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/14922
Title: The use of service quality indices to measure the relative competitiveness of restaurants' services : the case of Chinese restaurants in Hong Kong
Authors: Heung, V
Leung, TKP 
Tan, A
Keywords: Chinese restaurant
Relative competitiveness
Service quality indices
Issue Date: 2003
Source: Pacific tourism review, 2003, v. 6, no. 2, p. 107-118 How to cite?
Journal: Pacific Tourism Review 
Abstract: A large number of Hong Kong restaurants closed down in recent years due to the Asian economic crisis in late 1997 and the keen competition in the restaurant industry. One major cause for restaurant failures was the poor services provided by restaurants. Knowledge of the competitive status of a restaurant operation is critical to survive in a saturated restaurant market. This study aims to assess the relative competitiveness of three Chinese restaurant chains in Hong Kong using service quality indices. These Chinese restaurant chains were Hsin Kuang, Maxim's, and Treasure. A survey of 201 customers revealed that Maxim's Chinese Restaurant was the most competitive of all the restaurants surveyed, followed by Treasure Chinese Restaurant and Hsin Kuang Restaurant. The results suggest that the Hsin Kuang Chinese Restaurant was facing a serious problem in terms of relative competitiveness as the restaurant failed to meet the minimum levels of customers' service expectations. Implications of the findings for the Chinese restaurateurs are discussed.
URI: http://hdl.handle.net/10397/14922
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