- Title
- Customer satisfaction with sommelier services in Chinese restaurants in Hong Kong
- Creator
- Lau, Wing Tong
- Resource Type
- thesis
- Date
- 2017
- Description
- Professional Doctorate - Doctor of Business Administration (DBA)
- Description
- Wine consumption in Hong Kong largely increased after the abolishment of the wine tax in 2008. This scenario resulted in a high demand for wine professions and sommeliers. Studies on the role and responsibility of sommeliers are mostly focused on Western restaurants. The service quality of sommeliers in Chinese restaurants should be explored because Chinese food is a major part of the diet in Hong Kong. This research investigates the relationship between the service quality of sommeliers and customer satisfaction, and loyalty in Chinese restaurants in Hong Kong. Eight service quality dimensions were selected through an extensive literature review. These dimensions were used to measure customer satisfaction with reference to SERVQUAL measurement framework (Parasuraman, Zeithaml, and Berry, 1988) on the service quality of sommeliers. These dimensions are “tangibles,” “assurance,” “reliability,” “responsiveness,” “empathy,” “credibility,” “perceived service quality” and “perceived value.” A total of 341 questionnaires were distributed among three Chinese restaurants, of which 302 responses were collected, acquiring an 86.5% response rate. Structural equation modeling with analysis of moment structures (AMOS) was utilized to perform confirmatory factor analysis. Results reveal that the service quality of sommeliers significantly and positively influences customer satisfaction. Excellent service quality of sommeliers directly influences customer loyalty and indirectly affects loyalty if customers are satisfied. Ten proposed hypotheses were supported by the findings of this research. This study contributes to fill the gap in the service quality literature by investigating the service quality of sommeliers through SEM AMOS. This study is the first to construct a measurement model of the service quality of sommeliers and explore the service quality of sommeliers in relation to customer satisfaction and loyalty in Chinese restaurants in Hong Kong. Despite the limitations of this research, the practical implications can benefit the sommeliers, Chinese restaurateurs, and human resource professionals in defining successful business strategies and initiating a talent development plan.
- Subject
- Chinese restaurants; Hong Kong; customer service; sommelier services; wine consumption
- Identifier
- http://hdl.handle.net/1959.13/1341701
- Identifier
- uon:28793
- Rights
- Copyright 2017 Wing Tong Lau
- Language
- eng
- Full Text
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| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | ATTACHMENT01 | Thesis | 1 MB | Adobe Acrobat PDF | View Details Download | ||
| View Details Download | ATTACHMENT02 | Abstract | 193 KB | Adobe Acrobat PDF | View Details Download |