History and Analysis of Chinese Restaurants in a Selected Region

Bc. Bianca Nicole Necpal

Bachelor's thesis

Abstract:

This Bachelors thesis entitled History and analysis of Chinese Restaurants in Vienna gives an overview of the history of Chinese immigrants in Austria, Chinese restaurants in Vienna, the regional Chinese cuisines and dining etiquette in the Chinese culture. Furthermore, there will be an analysis of five Chinese restaurants in Vienna which will be conducted through the marketing research Mystery shopping. There will be a Mystery shopping manual made up with 7 categories that will observe: Website, Arrival and Greeting, Staff, Environment of the restaurant, Quality of services, Menu and quality of food and the overall impression which will help to evaluate the quality of services. This will help to achieve the main aim of this thesis, which is to find out if traditional Chinese restaurants are offering the same quality of services. Furthermore, to find out if the personal evaluation from the Mystery shopping is in accordance/discordance to the general opinion of guests’ reviews on Tripadvisor and Google. To help to achieve this aim two research questions were set, the first one if the quality of services in the five chosen restaurants are similar and the second research question if the personal evaluation conducted through the Mystery shopping manual is in accordance with the online reviews of each restaurant. Both of the research questions could be answered because the quality of services is on the same level but the newer the restaurants is the better the offered quality of services becomes. Furthermore, similarities between online reviews and the personal evaluation could be found in four out of five observed restaurants but the differences of the one who was not in accordance was not too different from the personal evaluation.

Abstract:

This Bachelors thesis entitled History and analysis of Chinese Restaurants in Vienna gives an overview of the history of Chinese immigrants in Austria, Chinese restaurants in Vienna, the regional Chinese cuisines and dining etiquette in the Chinese culture. Furthermore, there will be an analysis of five Chinese restaurants in Vienna which will be conducted through the marketing research Mystery shopping. There will be a Mystery shopping manual made up with 7 categories that will observe: Website, Arrival and Greeting, Staff, Environment of the restaurant, Quality of services, Menu and quality of food and the overall impression which will help to evaluate the quality of services. This will help to achieve the main aim of this thesis, which is to find out if traditional Chinese restaurants are offering the same quality of services. Furthermore, to find out if the personal evaluation from the Mystery shopping is in accordance/discordance to the general opinion of guests’ reviews on Tripadvisor and Google. To help to achieve this aim two research questions were set, the first one if the quality of services in the five chosen restaurants are similar and the second research question if the personal evaluation conducted through the Mystery shopping manual is in accordance with the online reviews of each restaurant. Both of the research questions could be answered because the quality of services is on the same level but the newer the restaurants is the better the offered quality of services becomes. Furthermore, similarities between online reviews and the personal evaluation could be found in four out of five observed restaurants but the differences of the one who was not in accordance was not too different from the personal evaluation.

Keywords

Analysis, Austria, Chinese restaurants, History, Mystery shopping, Vienna, Quality of services

Language used: English

Date on which the thesis was submitted / produced: 13. 6. 2019

Thesis defence

• Date of defence: 2. 9. 2019
• Supervisor: Mgr. Šárka Masárová, Ph.D.
• Reader: Ing. Jiří Zelený

Institute of Hospitality Management in Prague

Bachelor programme / field:
Gastronomy, Hotel Management and Tourism / Hospitality Management (Study in English)