Meeting Core Services And Additional Services Satisfaction Study

The convention industry is the result of vigorous development of trade activities and increasing communication between people. Becoming more international, more specialized, more industrializational, the convention industry is playing an important role in the third industry for its irreplaceable function and its brand new image.The convention industry in China has grown rapidly since the reforming and opening-up. Many achievements have been gained since the 90s. Many famous international conventions were held in China, such as the World Conference on Women, the Pacific Asia Travel Association, Fortune Global Forum and APEC, which promote our status in the international convention markets. The incoming Olympic Games and the World Expo 2007 will become the new milestone of our convention industry.However, it's difficult to ignore those problems behind the industry such as the imperfect division system, the chaotic market structure, and different qualities of convention companies. In order to compete with other well-developed international meeting companies, the domestic meeting companies and domestic meeting organizations need to find our shortcomings to improve and develop in the future.This paper takes the convention service, core product of the convention industry, as the research object, and tries to find out the influence factors of the customer satisfaction and the problems of practical convention service. First investigate the service quality and overall satisfaction by sending questionnaires, and then compare the differences between convention planners and convention attendees in the understanding of core and peripheral, use statistics software to test the relations between service qualities, satisfaction, delight, and revisit will.This paper consists of five parts:The first part introduces the research background and the research goals, and then defines the ranges and theories of this research.The second part introduces the related theories in this paper, including service quality, customer satisfaction, core and peripheral service and etc...The third part explains the questionnaire design, research method and data collection, and put forward 5 research hypotheses.The fourth part analyzes and explains the data, and then tests the hypotheses.The last part summarizes the research conclusions and shortcomings, then give some suggestion on future research.