A Research On Service Quality Evaluation System Of Exhibition Based On Servqual

In recent years, exhibition industry has a vigorous development in China. It is an emerging service industry, and promotes the growth of many related industries, which bring a strong driving force to economic development for cities. However, compared with Western nations, China's exhibition industry is still lagging behind, service quality is not high, and there are some serious problems on the service management, such as "chaotic management" and "industry low". Based on this, author believes that academic research on the exhibition service quality has a profound meaning and value. The purpose of this article is going to build exhibition service quality evaluation system. By introducing foreign scholars PZB service quality evaluation theory - SERVQUAL model, according to exhibition service characteristics, based on the original PZB framework, author rebuild E-SERVQUAL (E said Exhibition) model and evaluation indicators for exhibition service quality evaluation. There are five dimensions in the finalization model, namely tangibles, Responsiveness, reliability, empathy and specialty guarantee. After statistical analysis, the results show that new scale is more adapted to characters of exhibition service, and has better dimensionality, reliability and construct validity. It can be widely used in exhibition industry.There are six chapters in the contents, the first chapter is an introduction, describes the research background, purpose and significance of the study, pointed out the innovation of this paper, introduces the idea of this research and program design. The second chapter is literature review, defines the related concepts of service quality and the exhibition, and then summarizes the theory of service quality evaluation and development situation, sums up the SERVQUAL model and exhibition service quality evaluation research status, the research also pointed out the inadequacies of research. At last it pointed out the importance and necessity of the research on exhibition service quality measurement theory. Chapter III is introduction about construction of the exhibition service quality model and indicator system. Chapter IV is validation and correction of model by quantitative statistical analysis which base on the theoretical model and scale building in the third chapter. The fifth chapter introduced principles and methods of measurement system application by an example. The last chapter is the conclusion, the inadequacies of the study and future research directions.