大型会议中心会议顾客满意的驱动因素研究——以广州白云国际会议中心为例

Driving Factors Research of Large Conference Centers Customer Satisfaction——based on Baiyun International Conference Center

目前国内对会展研究偏重展览,而会议的相关研究极其缺乏,尤其是从顾客视角研究驱动其满意的机理。在对会议顾客满意、会议选址等文献进行回顾的基础上,基于会议顾客满意概念模型,参考、归纳、提炼评价指标体系,构建了25个具体指标的大型会议中心会议顾客满意度测评指标体系。以白云国际会议中心为实证研究,通过因子分析与回归分析探讨会议顾客满意的驱动因素,得知会议相关服务、专业配套设备和基础配套设施在整体满意度中起着至关重要的作用,基于此深入剖析其升级路径。

The current domestic researches pay much attention to exhibitions instead of conferences. So it is extremely lack of related research, especially its satisfactory mechanism from the perspective of customer driven. Reviewing the literatures of conference customer satisfaction, the conference location, etc, and based on conference customer satisfaction conceptual model and evaluation index system of reference, conclusion and refining, this article constructes a large conference center customer satisfaction evaluation index system of 25 specific indicators. As Baiyun International Conference Center for the empirical study, through factor analysis and regression analysis to explore the driving factors of customer satisfaction, the author knows that conference related services, professional equipments and basic facilities play a vital role in overall satisfaction, then further analyse its upgrade path.