컨벤션참가자의 개최지서비스에 대한 인식: 중요도와 성취도 = Convention Attendees' Perceptions of Destination Service in terms of Importance and Performance

다국어 초록 (Multilingual Abstract)

The purposes of this study were to examine convention attendees' perception of services provided by the convention destination in terms of importance and performance. Data were collected from the self-administered questionnaires of 150 overseas attendees in the four international conventions held in Seoul, Korea from September to October 2001. The 40 items for measuring convention destination service were developed and grouped into seven dimensions of physical environments, accessibility & communications, service encounter, safety & security, conference programs, special activities, convention management & networking. The major findings were that there are significant differences between importance and performance in accessibility & communications and conference program dimensions. The I-P matrix for Seoul as a convention destination shows major strengths and weaknesses. Among its major strengths are safety & security, service encounter, and physical environments dimensions. Accessibility & communications, conference program dimensions are its major weaknesses. It is important for the convention destination that weaknesses are addressed and strengths are emphasized in promotional efforts. The results of this study could be used to improve the destination's competitiveness.