Western and Asian Customers' Perceptions Towards Chinese Restaurants in the United States

Loading...
Thumbnail Image
File version
Author(s)
Ma, Emily
Qu, Hailin
Njite, David
Chen, Su
Griffith University Author(s)
Primary Supervisor
Other Supervisors
Editor(s)
Date
2011
Size

213467 bytes

File type(s)

application/pdf

Location
License
Abstract

Chinese food is one of the three most popular ethnic foods in the United States (U.S.). However, relative little research attention has been paid to this segment, especially in the areas of service quality and customer satisfaction. This study is conducted in a Chinese restaurant located in the midwestern U.S. The purpose of this study is threefold: to identify the determinant factors of customers' satisfaction, to determine the relationship between customers' satisfaction and revisit intention, and to examine the moderating effect of culture on these relationships. The study revealed that three aspects of Chinese restaurant service performance determine customers' overall satisfaction, and customers' overall satisfaction is a significant mediator of customers' revisit intention. Finally, culture moderated the relationship between employees' service performance and customers' overall satisfaction.

Journal Title

Journal of Quality Assurance in Hospitality & Tourism

Conference Title
Book Title
Edition
Volume

12

Issue

2

Thesis Type
Degree Program
School
Publisher link
Patent number
Funder(s)
Grant identifier(s)
Rights Statement
Rights Statement

© 2011 Routledge. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.

Item Access Status
Note
Access the data
Related item(s)
Subject

Operations research

Theoretical and applied mechanics

Commercial services

Tourism

Persistent link to this record
Citation
Collections