[1]许克强 欧春惠 罗妹梅　罗 洁.基于参展商感知的会展场馆服务质量评价研究[J].大众科技,2023,25(12):156-160.
　Research on the Evaluation of Exhibition Venue Service Quality Based on Exhibitor Perception[J].Popular Science & Technology,2023,25(12):156-160.
点击复制

基于参展商感知的会展场馆服务质量评价研究()
分享到：

《大众科技》[ISSN:1008-1151/CN:45-1235/N]

卷:
25
期数:
2023年12
页码:
156-160
栏目:
社会科学研究
出版日期:
2023-12-20

文章信息/Info

Title:
Research on the Evaluation of Exhibition Venue Service Quality Based on Exhibitor Perception
作者:
许克强 欧春惠 罗妹梅　罗 洁
（桂林理工大学南宁分校，广西 南宁 541000）
关键词:
服务质量; 参展商; 服务质量差距模型; 南宁国际会展中心
Keywords:
service quality;  exhibitors;  service quality gap model;  Nanning International Convention and Exhibition Center
文献标志码:
A
摘要:
会展场馆是办展机构举办展览会的一个空间载体，其服务质量在一定程度上影响着参展商的满意度。文章以南宁国际会展中心为例，借鉴SERVQUAL量表的内容，结合南宁会展业服务特点，构建会展场馆服务质量评价模型，采用问卷调查法、多元回归分析法以及满意度—期望差距分析法，对其服务质量进行研究。结果显示：会展场馆服务质量包括6个维度，且6个维度与服务质量之间存在正向的相关性，其中移情性维度对服务质量的影响最大；总体而言，参展商对场馆服务质量比较满意，针对一级指标而言，“有效性”和“可靠性”的满意程度最高，“保证性”和“补救性”的期望程度最高。最后，针对满意度—期望差距较大的二级指标，提出相关的改进措施。
Abstract:
Exhibition venues are a spatial carrier for exhibition organizations to hold exhibitions, and their service quality affects the satisfaction of exhibitors to a certain extent. This paper takes Nanning International Convention and Exhibition Center as an example, uses the SERVQUAL scale for reference, and combines the service characteristics of Nanning convention and exhibition industry to construct an evaluation model for the service quality of convention and exhibition venues, and studies its service quality by questionnaire survey, multiple regression analysis and satisfication-expectation gap analysis. The results show that the service quality of exhibition venues includes six dimensions, and there is a positive correlation between the six dimensions and service quality, among which the empathy dimension has the greatest impact on service quality. In general, exhibitors are satisfied with the service quality of the venue, and the satisfaction degree of "effectiveness" and "reliability" is the highest in terms of the first-level indicators. "Assurance" and "remedial" are expected to be the highest. Finally, relevant improvement measures are proposed for the secondary index with a large gap between satisfaction and expectation.

参考文献/References:

[1]　GRONROOS C. A service quality model and its marketing implication[J]. European Journal of Marketing, 1982(4): 33-44.[2] PARASURAMAN A, ZEITHAML V A, BERRY L L. SERVQUAL: A multiple-itemscale for measuring consumer perceptions of service quality[J]. Journal of Retailing, 1988(64): 12-37.[3] ALI ABBASI-MOGHADDAM M, ZAREI E, BAGHERZADEH R, et al. Evaluation of service quality from patients’ viewpoint[J]. BMC Health Services Research, 2019, 19(1): 1-7.[4] 刘娇. 基于参展商感知的会展服务质量评价研究[D]. 广州: 华南理工大学，2012.[5] FU X, YI X, OKUMUS F, et al. Linking the internal mechanism of exhibition attachment to exhibition satisfaction: A comparison of first-time and repeat attendees[J]. Tourism Management, 2019, 72: 92-104.[6] 王亚. 参展商感知服务质量对其满意度及行为意向的影响研究[D]. 天津: 天津商业大学，2018.[7] 杨璇，何彪，徐玲俐. 参展商感知服务质量对再次参展意愿影响研究: 以海南部分展会为例[J]. 旅游论坛，2020，13(6): 36-45.[8] 南宁国际会展中心展馆概况[EB/OL]. (2021-10-22) [2022-12-21]. https://www.nicec.cn/index.php?m=content&c= index&a=lists&catid=137.[9] 中国展览经济发展报告2021[EB/OL]. (2022-02-23) [2022-12-21]. https://www.ccpit.org/a/20220223/20220223 st6g.html.[10] 步会敏，魏敏，林娜. 基于SERVQUAL模型的旅游景区服务质量问题研究: 以鼓浪屿为例[J]. 中国农业资源与区划，2018，39(9): 190-198.[11] 张涛，王宗水，董海丽，等. 基于结构方程模型的新疆农产品交易会参展商满意度影响因素研究[J]. 新疆财经大学学报，2018(1): 42-50.[12] FORNELL C, LARCKER D F. Evaluating structural equation models with unobservable variables and measurement error[J]. Journal of Marketing Research, 1981, 18(1): 39-50.[13] 聂青，倪蔚颖. 基于SERVQUAL模型视角的民办高校校园快递服务质量评价研究: 以浙江树人大学为例[J]. 全国流通经济，2019(33): 32-35.[14] 陈诚，吴华瑞，秦向阳. 基于因子分析和多元回归的农业信息服务质量评价[J]. 农机化研究，2014，36(9): 11-17.

相似文献/References:

[1]崔 薇.创新管理模式 提升高校图书馆服务质量[J].大众科技,,():160.
[2]崔 薇.创新管理模式 提升高校图书馆服务质量[J].大众科技,2014,16(03):160.
[3]花均南 胡雪阳.基于顾客感知的网购快递物流服务质量 评价模型分析[J].大众科技,2018,20(11):113.
　Evaluation Model of Service Quality of Express Logistics Service for Online Shopping Based on Customer Perception[J].Popular Science & Technology,2018,20(12):113.
[4]黄素云 樊红素.乡村振兴战略背景下乡村旅游服务质量研究——以广西“美丽南方”景区为例[J].大众科技,2019,21(02):107.
　Research on the Service Quality of Rural Tourism under the Background of RuralRevitalization Strategy——Taking Beautiful Southern Scenic Spot in Guangxi as an Example[J].Popular Science & Technology,2019,21(12):107.
[5]苏小娟 黄素云.基于游客感知的凭祥市边境旅游服务质量评价研究[J].大众科技,2020,22(07):129.
　Research on Quality Evaluation of Border Tourism Service in Pingxiang Based on Tourists Perception[J].Popular Science & Technology,2020,22(12):129.
[6]张娜娜.细节性干预模式在体检中心护理服务中的应用价值研究[J].大众科技,2022,24(05):75.
　Study on the Application Value of Detailed Intervention Mode in Nursing Service of Physical Examination Center[J].Popular Science & Technology,2022,24(12):75.

备注/Memo

备注/Memo:
【收稿日期】2022-11-02【基金项目】后疫情时代科技赋能广西会展业数字化升级对策及应用场景研究（2023KY0234）。【作者简介】许克强（1995－），男，贵州铜仁人，桂林理工大学南宁分校教师，硕士，研究方向为会展经济。【通信作者】罗洁（1987－），女，广西桂林人，桂林理工大学南宁分校教师，工程师，研究方向为数字会展。
更新日期/Last Update: 2024-03-05