Research On The Service Quality Assessment Of Corporate Meeting

With fast growing economy as well as frequent media exposure in the world, Shanghai has become gradually a hot city to hold meetings, conferences and other events. Developing economic headquarters effect has attracted a large number of world famous companies to settle in Shanghai, which accelerates MICE Industry development and makes corporate meeting a very important part of MICE. Meetings held in Shanghai with various types, different scales and profound influences require more professional meeting service. Enterprises hold meetings aim to acquire targeting practical value created with the cost of not small spending. Good service could bring nice experience for attendees and improve meetings effect. Meeting service catches enterprises’ attention. Service provider should take their time to consider how to improve service quality to increase customers’ satisfaction.Customers are the direct group to experience service, their response could directly reflect the service level and provide more marketing info. Difficulty to acquire data of corporate meetings brings little research related, which I think to some extent explains MICE industry researches more focus on Exhibition. More info from the clients is needed to analyze their need and find the potential to improve service. This study tries to find out service demand in clients’ perspective referring to PZB’s idea of gap on customers’ expectation and experience. Resource control, cost and compliance as well as service are valued by the corporate clients. Meeting Service Quality assessment system has been established based on theoretical overview and practical need by the method of literature analysis and quantitative analysis combined with qualitative analysis and validated and modified by statistical analysis. Then this system has been put into case study, to identify the gaps and possible cause analysis. Finally, suggestions from sides of service provider and demander are raised to ensure meeting target achieved.Five chapters are composed in this study. The first chapter is the introduction to describe research background, content, framework and innovation points. The second chapter is named literature review, which summarizes related research status and process and defines the subject of this study in the end. In the third and fourth chapter, service quality assessment model has been established and applied to case analysis, provides evidence and reference for practical performing. The last chapter makes conclusion of this research, meanwhile points out insufficiency and research suggestions in the future.