会展(会议、奖励、会议和展览)行业的服务质量

Inneke Qamariah, Yasmin Chairunisa Muchtar, Fadli
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引用次数: 1

摘要

印尼旅游业是一个潜在的优势,有助于经济增长和国民总收入。MICE(会议,奖励,会议和展览)行业是一个旅游业,专注于满足组织国内和国际会议论坛的需求。如今,酒店的功能越来越多,它不仅用于婚礼,还用于公司会议,为公司推出新产品。为了满足顾客的需求和期望,公司通过满足顾客的服务质量水平来获得潜在的市场份额。这是可靠性、响应性、保证性、移情和有形性对客户满意度的影响。棉兰市有40家活动组织公司。结果表明,可靠性、保证性、有形性、响应性对顾客满意度有显著的正向影响。同理心对顾客满意有显著的正向影响。关键词:服务质量;客户满意度;会展业
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Service Quality of MICE (Meeting, Incentive, Conference and Exhibition) Industry
The Indonesian Tourism Sector is a potential advantage that contributes to economic growth and overall national income. MICE (Meeting, Incentive, Conference and Exhibition) Industry is a tourism industry that focuses on sectors that meet the needs in organizing a meeting forum both nationally and internationally. Nowadays, hotel’s function has increased, it is not only used for weddings, but also for company meetings, and launching new products for a company. A company has a potential market share through meeting the customer service quality level in order for the needs and expectations of customers can be fulfilled. This is the influence of Reliability, Responsiveness, Assurance, Empathy, and Tangibility to Customer Satisfaction. There are 40 Event Organizer companies in Medan City. The result shows that Reliability, Assurance, Tangibility, Responsiveness, have a positive and significant influence on Customer Satisfaction. Furthermore, Empathy has a positive and insignificant influence on Customer Satisfaction. Key Words—Service Quality, Customer Satisfaction, MICE Industry, Event Organizer
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