Service Quality in International Conference Industry; A Case Study of WCES 2015DNaziyet UzunboyluDMBA Marketing, University of Nicosia, Nicosia, 99010, CyprusMazli.uzunboylu@gmail.com

摘要

This study is conducted to evaluate the service quality in the international conferences. A statistical analysis was provided based on data collected from 105 delegates from the actual industry. A structured self-administered questionnaire was developed by taking into consideration the original SERVQUAL instrument and conducted to the respondents in order to analyze their general expectations on conference services and the actual service performance they perceived with the conference. The study also assessed the impact of respondents past experiences on their expectations. The results show that there is a significant difference between the respondents' expectations and perceptions which lead to low satisfaction level in respondents depending upon the gap in the service quality of the conference. In addition, the analysis has addressed the relationship between the service quality and customer satisfaction in terms of future behaviors of the respondents and word-of-mouth recommendations. The main findings conclude that service quality is a dynamic process which needs every time improvement.