Service Quality of Tradeshow - Kano Model and Importance Performance Analysis

International Journal of Humanities and Social Science

© 2020 by SSRG - IJHSS Journal

Volume 7 Issue 6

Year of Publication : 2020

Authors : Jui-Ling Hsu

10.14445/23942703/IJHSS-V7I6P104

How to Cite?

Jui-Ling Hsu, "Service Quality of Tradeshow - Kano Model and Importance Performance Analysis," SSRG International Journal of Humanities and Social Science, vol. 7,  no. 6, pp. 26-32, 2020. Crossref, https://doi.org/10.14445/23942703/IJHSS-V7I6P104

Abstract:

Services provided by convention centers are very important, in terms of winning customers’ attention and satisfaction. Customer satisfaction has been widely used as an important indicator for business performance, along with the widespread usage of its famous analysis tool, the Importance-Performance Analysis. Despite its usefulness to identify which service attributes should be focused on to increase customer satisfaction, earlier studies have found several problems related to Importance-Performance Analysis’s assumptions. By examining the service attributes of Taipei World Trade Center Nangang Exhibition Hall, therefore, this study aims to apply the SERVQUAL into Kano Model and Importance-Performance Analysis to provide a better analysis of which service attributes should be critically focused on by Taipei World Trade Center Nangang Exhibition Hall for further improvement. This paper also provides which strong attributes shall be maintained and which weak attributes shall be enhanced. Both strong and weak attributes are necessary to be identified to guide managers and trade show officials to continuously improve service attributes for customer satisfaction.

Keywords:

Service quality attributes, Kano model, Importance performance analysis

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