Attendees' perspectives on the service quality of an exhibition organizer: A case study of a tourism exhibition

Yu Fen Chen, Huai-En Mo

Research output: Contribution to journalArticle

19 Citations (Scopus)


This study aimed to identify a comprehensive list of dimensions/determinants of the service quality of an exhibition organizer as perceived by attendees. Such determinants were constructed from an analysis of previous studies and identified from data obtained from 241 questionnaires completed by attendees exiting an exhibition hall. Statistical indicators and methods used to analyze the data include frequency distribution, mean, percentage, standard deviation, and path analysis (SPSS Amos). The results outlined six dimensions of service quality: booth management, content, registration, access, booth layout and function, and exhibition and booth attractiveness. The results showed that the service quality of exhibition organizers has a positive impact on attendees' overall satisfaction.

Original languageEnglish
Pages (from-to)28-33
Number of pages6
JournalTourism Management Perspectives
Issue number1
Publication statusPublished - 2012 Jan 1



  • Exhibition organizer
  • Service quality
  • Tourism exhibition

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management

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