Empirical Industry Of Exhibitors' Perceived Value For The Service Quality Of Shanghai Exhibitions

With the development of western service industry, the importance of service quality has paid more attention to. And good service has become the advantage in the market competition. In the more than 30 years since the 80th of 20 century, western scholars have not only created the service quality research field, but also have done important researches on the definition, dimensions and the measurement of service quality. But comparing to the abroad, the research in China is in the stage of introducing the research outcome of the western country, and has no theory series, especially few researches on measurement scale for China, and does not satisfy the practice.After nearly 60 years of development, Shanghai exhibition industry s international fame and influence will increase gradually, ,some famous exhibition also began settle in Shanghai. With their advanced management and service preempted exhibition market share in China. Compared to some advanced foreign countrys exhibition service, Shanghai exhibitions service quality is not high, so the exhibition service quality is to improve the current needs to solve the Shanghai exhibition service question is an important problem.In order to improving the service quality, we must clarify the level of Shanghai exhibition industry, and know about the weakness and strengthens, so we can improve the service quality correctly. But in China, the research has been done few, and we have no available measurement tool. The SERVQUAL scale, which has good adaptation, has been used in many industries from it was born, and the five dimensions has been accepted by many scholars. But it came from developed countries, so we must do research on its adaption.Based on the skeleton of SERVQUAL, and making up its fault, this paper invents a measurement scale of service quality in the Shanghai exhibition industry. Then, the statistics assay was done on the data that was got from 4 exhibition of Shanghai, and the result displayed that the scale had a high reliability and validity, and could measure the service quality of the exhibition industry, and text 5 dimensions of service quality in the exhibition of Shanghai, and get the result of recording the 5 dimensions of service quality: empathy, reliability, assurance and tangible.By and large, based the SERVQUAL and the feature of the exhibition in Shanghai, measuring the service quality of the exhibition industry. And using it, the exhibitors can improve the service quality and the competition ability.