Evaluation for the Service Quality of Exhibitions -A Case Study of Tianjin Home Expo

被引：0

作者：

Zhang, Lu ^{[1
]}

机构：

[1] Wuhan Univ Technol, Wuhan 430070, Peoples R China

来源：

PROCEEDINGS OF THE 2016 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE AND INNOVATIVE EDUCATION (MSIE) | 2016年 / 60卷

关键词：

Exhibition; Service quality; SERVQUAL model; Tianjin Home Expo;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The convention and exhibition industry is an emerging service industry, whose service quality has become an important factor affecting its development. Firstly, based on the SEVEQUAL model, this paper designs a survey scale for service quality from dimensions of tangibles, reliability, responsiveness, assurance and empathy in line with characteristics of exhibitions. Then, taking the Tianjin Home Expo as an example, this study calculates the comprehensive score of service quality with methods of questionnaire investigation and empirical analysis, and concludes several problems of the service quality existing in the exhibition through analyzing and comparing gaps between visitors' expectations and actual perceptions, and raises a few concrete measures and suggestions.

引用

页码：560 / 564

页数：5