基于PZB模型的会展主办方对参展商服务品质研究

The Research of the Exhibitors' Service Quality Based on PZB Model

目前,国内对参展商服务品质的重视程度不够,参展商对于展会的满意度不高。文章以消费类展会主办单位对参展商的服务品质为研究对象,结合PZB服务缺口模型的相关理论构建了与展会服务品质相关的结构模型,运用Spss Statistics对调查数据展开相关分析。探求得出展会服务品质各维度中,对参展商的服务品质影响最深的是保证性和关怀性;服务品质各维度之间成正相关关系;然后在综合各分析结果基础上,运用IPA模型指出了优势区、改进区、维持区和机会区,来探究主办单位对参展商服务品质的改进方向。

At present,as the service quality is not stressed at home,exhibitors are not satisfied with exhibitions.This article explores the service quality for exhibitiors in consumer exhibitions,and is aimed to establish the structure model related to exhibition＇s service quality based on PZB service gap model as well as the related theory.The article then use the Spss Statistics to analyze the survey data.The results show that assurance and concern are the key influencing factors to exhibitors＇ service quality among all the service quality dimensions.And there is a positive correlation among all the service quality dimensions.Finally,on the basis of comprehensive analysis and the IPA model,the article points out the advantage,improvement,maintainance and opportunity in the improvement of organizers＇ service quality.