政府采购型展会参展服务评价的K&I分析

Evaluation of Exhibitors’ Service on a Goverment-Procurement Exhibition Using the Integrated Kano-Ipa Model

为加强对参展商这一重要展会角色的认识,建立起展会服务质量感知与满意度评价之间的联系,并对不同类型不同行业的展会提供更多认识和分析,选择稳定发展的某个政府采购型展会为例,对参展商体验和感知的展会服务质量进行研究,在方法上采用Kano-IPA模型的整合分析,筛选出7项关键服务质量要素、并确定了服务质量要素在维持次序和改进次序上的优先级别,进而对关键服务要素管理、要素服务质量维持策略与改进策略提出相应的管理建议,也对后续研究提出讨论方向。

In order to understand the important role of exhibitors in an exhibition, set up a research relationship between the perception of exhibition service quality and evaluation of exhibitors’ satisfaction, and provide much more conclusions and discussions for different kinds of exhibitions, this article chooses the exhibitors’ service experience in a government procurement exhibition for analysis, which is not only a stable development fair in the exhibition industry, but also a typical representive fair as a different type of exhibition. It adopts an integrated Kano-IPA model to research the exhibition service quality from the view of exhibitors. It firstly selects the key attributes of exhibition service quality, and determines the priority of maintaining factors’ order and improvement order. Secondly, it Fesearches the management strategies which are correspond to the key service quality management, maintaining service quality management and improvement service quality management. Lastly, it also puts forwards the discussion for the further research directions of this topic and case study.