Service Quality Satisfaction Assessment Research From Professional Visitors Of Exhibition

The rapid development of market economy makes service quality the core of competition in all trades.Exhibition industry as a new service industry,the improvement of service quality is especially critical.Refine the service content,improve the service mode,service management standardization and internationalization is a important way to promote health and sustainable development and enhance the core competitiveness of exhibition industry.Professional audience as one of the important main body of the exhibition,theirs recognition directly affects the exhibition reputation and value,and improve the quality of exhibition services is one of the important way to promote professional audience’s recognition of the exhibition.Therefore this article will research object as the exhibition of professional audiences,the research content for the various factors affecting the quality of exhibition services,and the influence factors on the exhibition of professional audiences.Through a certain quantitative evaluation,establishes a set of scientific and effective exhibition service quality evaluation methods,objective and effective feedback out exhibition service quality,provide effective exhibition organizers to improve service quality.Combing and analyzing the related literature at home and abroad,the integrated use of literature research,empirical analysis,questionnaire survey method,interviews method for the exhibition service quality satisfaction of professional audience survey research.Firstly,the model of service quality gap model and the four-point graph model were selected by comparison analysis of the satisfaction models,on the basis of the SERVQUAL evaluation questionnaire,to modify and increase indicators,establish the evaluation questionnaire of the present study and the questionnaire and recycling.Trough questionnaire data analysis,quantitative professional audience perception value towards the satisfaction and importance of each index,and through the regression equation to quantify the overall service quality.Finally,this paper puts forward some Suggestions for improving the service quality of the exhibition.This article through studies on the basis of the original SERVQUAL evaluation questionnaire was verified all increase the recover of dimensions and 25 evaluation index is effective and feasible,and the following conclusions:1 、 professional audiences to the expectations of the overall service quality is greater than the perceived value,namely the professional visitors of the exhibition service quality satisfaction is low,the exhibition the overall service quality remains to be improved.2、The service quality satisfaction of the professional audience is reversibility,assurance,physical,transference,responsiveness andreliability.3、among them,the A2 "safe passage and fire equipment position clearly" and A28 “site procedure is relatively simple”,A5,A6 “can provide timely service " " less service mistakes”,A13 "always can timely meet to the requirement of professional audiences",A14“have high professional level”,A15 “high staff personal qualities”,A16 "more humanized on-site service" eight indexes of expectation and perception gap is larger,should be the focus of the exhibition service quality improvement.Based on the above research,this paper puts forward four Suggestions for improving the quality of exhibition service: 1、strengthening the selection and training of staff.2、Develop a comprehensive service recovery plan.3、Ensure the objectivity of the service promotion and commitment.4、Attach importance to the monitoring of exhibition service quality.