Service Quality of MICE (Meeting, Incentive, Conference and Exhibition) Industry

DOI

10.2991/icoi-19.2019.107How to use a DOI?

Keywords

Service Quality, Customer Satisfaction, MICE Industry, Event Organizer

Abstract

The Indonesian Tourism Sector is a potential advantage that contributes to economic growth and overall national income. MICE (Meeting, Incentive, Conference and Exhibition) Industry is a tourism industry that focuses on sectors that meet the needs in organizing a meeting forum both nationally and internationally. Nowadays, hotel’s function has increased, it is not only used for weddings, but also for company meetings, and launching new products for a company. A company has a potential market share through meeting the customer service quality level in order for the needs and expectations of customers can be fulfilled. This is the influence of Reliability, Responsiveness, Assurance, Empathy, and Tangibility to Customer Satisfaction. There are 40 Event Organizer companies in Medan City. The result shows that Reliability, Assurance, Tangibility, Responsiveness, have a positive and significant influence on Customer Satisfaction. Furthermore, Empathy has a positive and insignificant influence on Customer Satisfaction

Copyright

© 2019, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Inneke Qamariah
AU  - Yasmin Chairunisa Muchtar
AU  - Fadli
PY  - 2019/10
DA  - 2019/10
TI  - Service Quality of MICE (Meeting, Incentive, Conference and Exhibition) Industry
BT  - Proceedings of the 2019 International Conference on Organizational Innovation (ICOI 2019)
PB  - Atlantis Press
SP  - 614
EP  - 618
SN  - 2352-5428
UR  - https://doi.org/10.2991/icoi-19.2019.107
DO  - 10.2991/icoi-19.2019.107
ID  - Qamariah2019/10
ER  -