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

DOI

10.2991/msie-16.2016.125How to use a DOI?

Keywords

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

Abstract

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.

Copyright

© 2016, 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  - Lu Zhang
PY  - 2016/10
DA  - 2016/10
TI  - Evaluation for the Service Quality of Exhibitions ?A Case Study of Tianjin Home Expo
BT  - Proceedings of the 2016 International Conference on Management Science and Innovative Education
PB  - Atlantis Press
SP  - 575
EP  - 579
SN  - 2352-5398
UR  - https://doi.org/10.2991/msie-16.2016.125
DO  - 10.2991/msie-16.2016.125
ID  - Zhang2016/10
ER  -