The Effects of Exhibition Service Quality on Exhibitor Satisfaction and Behavioral Intentions

Abstract

This empirical study explored the determinants of exhibition service quality that affect exhibitor satisfaction and behavioral intentions. Four dimensions of exhibition service quality were delineated from the literature. Those exhibition service factors were then included in a structural equation framework to explicate causal relationships between exhibition service quality and exhibitor satisfaction and behavioral intentions. A total of 350 usable responses were collected from exhibitors attending various exhibitions in Hong Kong. The collected data were analyzed using confirmatory factor analysis and structural equation modeling. The findings indicate that three of the four exhibition service quality factors significantly affect exhibitor satisfaction, and exhibitor satisfaction then leads to exhibitors’ behavioral intentions. Detailed findings and implications are discussed.