SUCCESS FACTORS OF A CHINESE RESTAURANT
Xu, Peipei (2012)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201202202353
https://urn.fi/URN:NBN:fi:amk-201202202353
Tiivistelmä
Abstract
The thesis serves two main purposes. First, it aims to find out the factors that make the Chinese restaurant Dragon Sheng succeed. Second, its objective is to know customers’ satisfaction of Dragon Sheng.
The comprehensive literature review traces the management in restaurant, brand building, service design, and customer relationship development. The primary data was collected through qualitative research method and personal interview were applied to collect information about customer value, customer retention, and expectations of the restaurant and the business practices of Dragon Sheng. Seven Dragon Sheng customers and the owner of Dragon Sheng were involved in the interview.
Based on the collected data, the success factors of Dragon Sheng can be summarized as following: efficient demand and capacity management in Dragon Sheng, close relationships with customers, tasty food and reasonable prices. Customers were satisfied with Dragon Sheng’s service and food. In addition, they gave Dragon Sheng some future development suggestions.
According to the study, it can be clearly seen that there are yet some issues Dragon Sheng need to address even if the restaurant operates smoothly. Potential competitors will enter this business field in Kuopio any time, so Dragon Sheng should pay more attention to increasing its market share and improving its service quality.
The thesis serves two main purposes. First, it aims to find out the factors that make the Chinese restaurant Dragon Sheng succeed. Second, its objective is to know customers’ satisfaction of Dragon Sheng.
The comprehensive literature review traces the management in restaurant, brand building, service design, and customer relationship development. The primary data was collected through qualitative research method and personal interview were applied to collect information about customer value, customer retention, and expectations of the restaurant and the business practices of Dragon Sheng. Seven Dragon Sheng customers and the owner of Dragon Sheng were involved in the interview.
Based on the collected data, the success factors of Dragon Sheng can be summarized as following: efficient demand and capacity management in Dragon Sheng, close relationships with customers, tasty food and reasonable prices. Customers were satisfied with Dragon Sheng’s service and food. In addition, they gave Dragon Sheng some future development suggestions.
According to the study, it can be clearly seen that there are yet some issues Dragon Sheng need to address even if the restaurant operates smoothly. Potential competitors will enter this business field in Kuopio any time, so Dragon Sheng should pay more attention to increasing its market share and improving its service quality.