Cardoso, ElizabeteWan, Jiayi2025-03-312025-03-312025-01-132024-12-13http://hdl.handle.net/10362/181732This 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.engMICECustomer satisfactionMacauSERVQUALmaster thesis203927109