Identification of service quality attributes for restaurant operations: a Hong Kong case

Abstract

Efficiency and quality are recognized as key components of business strategies. The concepts of efficiency, while armed with the capabilities of quality, help organizations attain service effectiveness and excellence. Today’s organizations need to manage continuous improvements and breakthroughs in quality that meet customer requirements and expectations. This paper presents the findings of a recent empirical study conducted in The Salisbury YMCA of Hong Kong. The study investigated various attributes of service quality and identified ten elements that might promote quality culture change and encourage organizational‐wide commitment and involvement. The findings contribute to the development of a service excellence approach that helps identify customer requirements and secure performance improvement in restaurant operations.

Citation

Pun, K. and Ho, K. (2001), "Identification of service quality attributes for restaurant operations: a Hong Kong case", Managing Service Quality: An International Journal, Vol. 11 No. 4, pp. 233-240. https://doi.org/10.1108/09604520110397940