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