by Tam Wing-Yi, Yung Nga-Lai Anna. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2003. / Includes bibliographical references (leaves 88-90). / ABSTRACT --- p.i / TABLE OF CONTENTS --- p.ii / LIST OF CHARTS --- p.v / LIST OF FIGURES --- p.v / CHAPTER / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- THE BUSINESS ENVIRONMENT OF CATERING INDUSTRY --- p.3 / Demographic Environment --- p.4 / Economic Environment --- p.5 / Social-cultural Environment --- p.7 / Chapter III. --- THE INDUSTRY ENVIRONMENT OF CATERING MARKET IN HONG KONG --- p.8 / Rivalry among Competing Firms in Industry --- p.9 / Cafe de Coral --- p.9 / Fairwood Holdings --- p.10 / Maxim's Group --- p.11 / Local small individual fast food restaurants --- p.11 / McDonald's --- p.12 / Kentucky Fried Chicken --- p.13 / Delifrance --- p.13 / Threats of New entrance --- p.14 / Bargaining Power of Customers --- p.14 / Threats of Substitutes --- p.16 / Influence of Stakeholder --- p.17 / Comments from nutrition specialists --- p.18 / Government regulations --- p.18 / Environmentalists --- p.19 / Bargaining Power of Suppliers --- p.20 / Summary of the analysis on Industry Environment --- p.21 / Chapter IV. --- THE EXISTING CUSTOMER RELATIONSHIP MANAGMENT IN FAST FOOD INDUSTRY --- p.23 / The current role of CRM in fast food industry in Hong Kong --- p.24 / Chapter V. --- CUSTOMER SURVEY --- p.27 / Positioning of fast food restaurants ranked by customers --- p.28 / Customers' consumption behaviours --- p.29 / Number of visits --- p.30 / Factors influencing the choice --- p.30 / Factors creating negative experience --- p.37 / Summary of results --- p.40 / Chapter VI. --- RECOMMENDATION ON IMPLEMENTING CRM IN FAST FOOD INDUSTRY --- p.41 / Consideration of Implementing CRM --- p.41 / Define the objective --- p.43 / Define the customer --- p.44 / Design of the CRM business model in the business operation --- p.45 / Implementation and Training --- p.47 / Data collecting from customers --- p.48 / Data Analysis for Branch Control --- p.50 / Data Transfer to Suppliers --- p.51 / Data Flow to Financials and Accounting --- p.51 / Data used by Sales and Marketing --- p.52 / Data Analysis for Procurement and Inventory Control --- p.52 / Staff Arrangement --- p.53 / "Measure Results, Maintain and Operate " --- p.53 / Chapter VII. --- THE IMPORTANCE OF CRM TO THE FAST FOOD INDUSTRY --- p.55 / Winning in the Competition --- p.56 / Easy to define target customers --- p.58 / Retain Loyal Customers and Attract New Customers --- p.59 / Improve Customer Service --- p.60 / Improved marketing and cross-selling effectiveness --- p.60 / Improve brand / corporate image --- p.61 / Utilization of resources --- p.62 / Coordination with external parties --- p.63 / Facilitate of internal operation --- p.63 / Chapter VIII. --- THE REASON FOR LOW USAGE OF CRM IN THE INDUSTRY --- p.65 / Chapter IX. --- CONCLUSION --- p.68 / APPENDIXES --- p.69 / Appendix 1 Exhibit 1 ： The statistics of restaurant receipts & purchase for 2Q 2002 --- p.69 / Appendix 2 Exhibit 2： The movement of total restaurant receipts 2Q 2002 --- p.69 / Appendix 3 Exhibit 3: The GDP of Hong Kong from (2001 -2002) --- p.70 / Appendix 4 Exhibit 4： The Employment distribution --- p.70 / Appendix 5 Exhibit 5： The population structure in year 2001 --- p.70 / Appendix 6 Exhibit 6: The 5-Year Financial Summary of Cafe De Coral --- p.71 / Appendix 7 The English and Chinese version of the questionnaire --- p.73 / Appendix 8 Results of the survey： Part 1 --- p.79 / Appendix 9 Results of the survey： Part II --- p.80 / Appendix 10 Results of the survey： Part III --- p.85 / Appendix 11 Results of the survey： Implication --- p.87 / BIBLIOGRAPHY --- p.88

A good understanding of customer expectations is very important to service providers. Since the Chinese first came to South Africa and started their restaurant businesses. Chinese fine-dining restaurants have become more and more popular. Identifying the customer expectations and Chinese fine-dining restaurant owner perceptions will help Chinese service providers to understand better the restaurant businesses. To ensure the development of the Chinese restaurant business in South Africa, it is very important to understand what South African customers want, whether there are differences between the Chinese restaurant owner perceptions of the service quality and South African customer expectations of the service quality. This would depend on the customers’ preferences, and provide a positive contribution to customer decision-making. Therefore, it is essential to understand and identify what is customer expectations are, what the management perceptions are and the differences between them. 5 In order to achieve the objectives of the research, the following approach was followed: Factors that influence the customer expectations and management perceptions are explained. Five factors used to measure the service quality of Chinese fine-dining restaurants are identified, namely reliability, responsiveness, assurance, empathy, tangibility. The responses to the questionnaire were collected and analysed to determine the extent to which factors are both important to customer expectations and management perceptions.

Submitted in partial fulfilment of the requirements for the Degree of Master of Technology: Hospitality and Tourism Management, Durban University of Technology, 2017. / The purpose of this research study was to investigate the influence of service quality on the post-dining behavioural intentions of customers in a fine dining setting. The National Restaurant Association (2014 as cited in Ruggless 2014: 20 stated that the fine dining restaurant segment is constantly losing out on the restaurant industry market share. In order to remain competitive, restaurants need to tender service that meets the expectations of customers, as perceived service quality affects post-dining behavioural intentions (Prayag, Khoo-Lattimore and Sitruk 2015: 27). In an attempt to devise strategies to rescue the sinking fine dining restaurant segment, this research study developed a conceptual framework model and tested its paths through path analysis, using structural equation modelling. The research study modified a DINESERV scale to obtain primary data from respondents. The modified DINESERV attained a high reliability and validity score. It was further subjected to confirmatory factor analyses and all the KMO and Bartlett’s requirements for factor analysis were satisfied. Data was collected by means of self-administered questionnaires at Cargo Hold restaurant after agreement was reached with the management team. The convenience sampling method of data collection was applied. Diners were only given the questionnaire upon receipt of their consent to participate in this study. A total of 400 survey questionnaires were distributed. However, only 361 were deemed suitable for analysis. These 361 usable survey questionnaires represent a 90.25% response rate for this research study. Hypotheses were tested on a hybrid of structural equation modelling path analysis and Spearman’s correlation coefficients. The results showed a positive correlation between service quality and behavioural intentions, with customer satisfaction indirectly exerting a significant effect between these constructs. The research study concludes with implications and direction for future research. / M

Thesis (M. Tech. (Tourism and Hospitality management)) -- Central University, Free State, 2014 / The formal full-service restaurant industry in South Africa is undergoing a period of anaemic growth due to the after effects of the 2009 global economic recession. Since the recession, industry growth has been subdued as diners seek more for their money when spending at restaurants. Consequently, industry revenue declined 1.8% in 2013 as diners tightened their purse strings. It is for this reason that it was decided to investigate diners’ expectations and experiences in selected formal full-service restaurants in Port Elizabeth. A pilot study was conducted among five diners in two formal full-service restaurants in Port Elizabeth, and the empirical study was conducted in December 2011 and January 2012 among 400 diners of eight formal full-service restaurants in Port Elizabeth. The research findings revealed that respondents with a tertiary diploma recorded the highest expectation score (4.25) whilst those who spoke languages other than Afrikaans, English, IsiZulu and IsiXhosa recorded the lowest (3.69). Respondents in the age group 55 to 64 years recorded the highest experience score (4.53) whilst those who spoke IsiXhosa recorded the lowest (3.84). Altogether 44.5% of the respondents frequented restaurants at different intervals two to four times in the previous six months whilst 51.2% spent on average, R200 to R299 per person and 18.5% held occupations in business, commerce and finance. Respondents who spent more than R399 had the highest expectation score (4.53) whilst those who frequented restaurants at different intervals more than 10 times in the previous six months had the lowest (3.97). Respondents with an occupation in education reported the highest experience score (4.36) whilst those who frequented restaurants at different intervals of nil to one time in the previous six months reported the lowest (4.04). A total of 22% of the respondents patronised restaurants because of good service. Restaurant B obtained the highest expectation (4.39) and experience (4.51) scores whilst restaurant C recorded the lowest expectation (3.71) and experience (4.03) scores. All diners’ experiences were below expectations giving an overall gap of -0.47. The strongest correlation with diners’ expectations was level of service whilst the strongest correlation with diners’ experiences was food quality. The regression model showed that the level of service was rated as the most important variable for diners’ expectations whilst the quality of food was rated as the most important for diners’ experiences. However, recommendations were made to improve diners’ experiences in the selected formal full-service restaurants in Port Elizabeth. The results of this study would help restaurateurs to identify areas of improvement and increase customer satisfaction.

Submitted in fulfillment of the requirements for the Masters in Business Administration, Durban University of Technology, Durban, South Africa, 2016. / This study is aimed to explore the perceptions and attitudes of South African towards products or services of foreign origin, in particular a Jamaican restaurant in Pretoria. The study objectives were to explore that perceptions and attitudes of South Africans toward products and services of foreign origin, investigating the various factors influencing the consumer buyer behaviour towards products including foreign products and services, and to make recommendations regarding the marketing of foreign products and services. A literature review was conducted which detailed the factors influencing consumer buyer behaviour and the various components of the country of origin effect that has consequences on the marketing of products of foreign origin. The study was a quantitative study where a sample of 231 participants between 18 and 65 years of age were selected using availability sampling at a shopping mall in Pretoria. Questionnaires were given to selected participants who completed and returned the completed questionnaire to the researcher. All the selected participants completely filled the questionnaires. The data from the questionnaires was collated using Microsoft Excel spreadsheets. The data was then presented as pie and bar charts generated from the frequency tables. Data was analysed using simple descriptive statistics, interpreting the meaning of the data and discussing the data in line with the findings of the literature review. The results showed that the participants’ responses displayed significant phenomena that relates to the perceptions and attitudes of citizens towards foreign products and services. The results demonstrated that many of the participants displayed a significant degree of animosity against foreign products, with ethnocentrism and patriotism. There was also a display of a degree of protectionism of the local industry from the influx of foreign products and services. A significant number of participants also stated that foreign goods must be regulated through higher taxation to protect the local manufacturing industry and prevent further unemployment. However, the results also showed that a significant number of participants do not display animosity towards foreign goods, and neither do they feel bound by ethnocentrism and patriotism, hence they perceive that buying foreign goods is an option. Participants also noted that they consider the country of origin of the products so as to determine the perceived quality, price and utility, often from the perceived country image. / M

This study examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An extensive literature study was undertaken and aspects that were discussed in the secondary research include the various components of customer service, as well as the marketing environment of restaurants in South Africa and the Tshwane Area. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation. / Business Management / M. Com. (Business Management)

This study examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An extensive literature study was undertaken and aspects that were discussed in the secondary research include the various components of customer service, as well as the marketing environment of restaurants in South Africa and the Tshwane Area. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation. / Business Management / M. Com. (Business Management)

Full-service restaurants serve many different types of customers with preconceived ideas about what they want and expect to receive from the restaurant. During the dining experience, each customer experiences the service differently and subconsciously evaluates the experience differently. The purpose of this study is to determine the expectations and perceptions of customers regarding the dining experience dimensions at Full-Service Restaurants (FSRs). The dimensions relate to service quality, food quality and ambience quality expectations and perceptions of customers. Customer satisfaction was also analysed, as a satisfied customer will show return intentions and this customer will tell friends and family about this FSR. A self-administered survey of employees at a tertiary academic institution revealed that waiter professionalism, value for money and the atmosphere in the restaurant are the most important considerations when it comes to the expectations of the dining experience. The findings of this study presented a demographic profile (gender, age, home language, highest education qualification, LSM) and it was found that demographic category groups differ in the way that they perceive the dining experience. The study reveals that males tends to be less critical than women, LSM 9 respondents are less critical than LSM 10 respondents and respondents with an undergraduate degree or less are less critical than respondents with a post-graduate degree. Respondents were satisfied overall with their dining experiences. Recommendations include that management must focus on pricing strategies, waiter training and the flow of communication between the restaurant and the customer. The recommendations made in this study will assist management of FSRs to understand the significance of the dining experience dimensions and to implement the required levels of service, food and ambience quality. With this knowledge, the management of FSRs can be assured of a satisfied customer and a competitive offering. / Business Management / M. Com. (Business Management)