Predicting Exhibitor Levels of Satisfaction in a Large Convention Center

Abstract

The objectives of this research project were to identify tangible and intangible elements of service that exhibitors encounter while they participate in a tradeshow, to rank their relative importance, and to measure to what extent these service elements were delivered by a convention center. By understanding the importance/performance aspects of service from the customers' perspective, and the performance gaps, convention centers will be able to design and implement quality service assurance programs to maintain a competitive edge in the marketplace. Additionally, this project sought to identify predictors of exhibitor satisfaction and intent to exhibit again at the facility.