Exhibition Service Quality and Its Influence to Exhibitor Satisfaction

DOI

10.2991/icoborot-18.2019.10How to use a DOI?

Keywords

exhibition, exhibition service quality, exhibitor satisfaction

Abstract

Convention & Exhibition is the fastest growing segment of the tourism market. Service quality is an important component to achieve satisfaction in the exhibition industry. The fate of the exhibition in the future depends on the satisfaction of the exhibitor of the exhibition services quality. The purpose of this study is to measure the level of exhibitors satisfaction towards the exhibition service quality of the organizers, and to determine the effect of each dimension of the exhibition services quality that affecting the exhibitor's satisfaction. Another major contribution of this research is that it can be a scientific recommendation for organizers to prepare for the next event and can also serve as a guidance framework for measuring exhibitors' satisfaction at trade fairs / trade shows. The focus of this research is PT Dyandra Promosindo, which helds an exhibition of Indonesia Future City and REI Mega Expo 2017. The research data is obtained from a sample of 73 exhibitors who participated in the exhibition. This research uses descriptive verification statistic analysis to find out the service quality given by organizer, IPA (Importance Perfomance Analysis) to find out the satisfaction of exhibitors through expectation and perception perspective, and Multiple Regression Analysis to find out the influence between variables. X as independent variable is Exhibition Service Quality which includes exhibition marketing, exhibition design, stand management, environment, service information and services personnel and Y as dependent variable is exhibitors satisfaction. The results show that the exhibition service quality is considered very important in terms of expectations and quite good from the perception, meanwhile for satisfaction it can be seen that there are some indicators that are considered not able to satisfy the exhibitors. Quadrant A (Main Priority) there are 14 indicators, Quadrant B (Maintain Achievement) there are 10 indicators, Quadrant C (Lowest Priority) there are 3 indicators and Quadrant D (Category Overload) there are 13 indicators. T test results (Partial Test) and Test F (Simultaneous Test) found that the attributes of exhibition marketing and the environment influence partially to the exhibitors satisfaction. While the six attributes in the exhibition service quality simultaneously affect the exhibitors 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  - Bagus Ghita Aditya
PY  - 2019/12
DA  - 2019/12
TI  - Exhibition Service Quality and Its Influence to Exhibitor Satisfaction
BT  - Proceedings of the 1st International Conference One Belt, One Road, One Tourism (ICOBOROT 2018)
PB  - Atlantis Press
SP  - 210
EP  - 218
SN  - 2352-5428
UR  - https://doi.org/10.2991/icoborot-18.2019.10
DO  - 10.2991/icoborot-18.2019.10
ID  - Aditya2019/12
ER  -