Publicação
Study on customer Satisfaction of Macau MICE industry based on SERVQUAL Model
| datacite.subject.fos | A Work Project, presented as part of the requirements for the Award of a Master’s degree in International Master’s in Management (IMM) from the Nova School of Business and Economics | pt_PT |
| dc.contributor.advisor | Cardoso, Elizabete | |
| dc.contributor.author | Wan, Jiayi | |
| dc.date.accessioned | 2025-03-31T13:26:22Z | |
| dc.date.available | 2025-03-31T13:26:22Z | |
| dc.date.issued | 2025-01-13 | |
| dc.date.submitted | 2024-12-13 | |
| dc.description.abstract | This study investigates customer satisfaction within Macau's MICE (Meetings, Incentives, Conventions, & Exhibitions) industry utilizing the SERVQUAL framework, incorporating an additional dimension of "social currency" alongside the traditional five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The empirical findings demonstrate a substantial discrepancy between customer expectations and perceived service quality across all assessed dimensions. This gap signifies a critical area for improvement within the Macau MICE sector. | pt_PT |
| dc.identifier.tid | 203927109 | pt_PT |
| dc.identifier.uri | http://hdl.handle.net/10362/181732 | |
| dc.language.iso | eng | pt_PT |
| dc.subject | MICE | pt_PT |
| dc.subject | Customer satisfaction | pt_PT |
| dc.subject | Macau | pt_PT |
| dc.subject | SERVQUAL | pt_PT |
| dc.title | Study on customer Satisfaction of Macau MICE industry based on SERVQUAL Model | pt_PT |
| dc.type | master thesis | |
| dspace.entity.type | Publication | |
| rcaap.rights | openAccess | pt_PT |
| rcaap.type | masterThesis | pt_PT |
| thesis.degree.name | Gestão (mestrado internacional) | pt_PT |