A carregar...
Publicação
Study on customer Satisfaction of Macau MICE industry based on SERVQUAL Model
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 436.05 KB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
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.
Descrição
Palavras-chave
MICE Customer satisfaction Macau SERVQUAL