The Impact Of Convention And Exhibition Industry Tourism Essay Example

industry consists of multi-sectors of cordial reception service including housing, nutrient and drink, catering, convention service, convention installation supply, transit, touristry, retail, and amusement ( Astroff & A ; Abbey 2006 ) . And the benefit to local economic system is immense. With U.S. Travel Association 's ( 2009 ) appraisal, the MICE industry contributes $ 101 billion in one-year disbursement, and provides $ 16 billion in revenue enhancement gross, and creates one million occupations. As for Singapore, every dollar generates by the MICE industry adds another 12 dollars to the national GDP ( International Enterprise Singapore 2001 ) . As the instance in China, which is one of the most thickly settled states in the universe, studies indicated that during the Kunming Expo 1999, the international horticultural carnival, ticket grosss were 100 million RMB ( $ 12 million ) , and it has brought 170 million RMB ( $ 20.5 million ) ticket grosss to the cordial reception industry ( China Research and Intelligence 2009 ) . The development if convention and exhibition economic system besides provides more occupation chances, selling, substructure and service quality.

Service Quality

Service quality has been an of import property in the service industry ; it is defined as the consumer's judgement about an entity's overall excellence or high quality ( Parasuraman, Zeithaml & A ; Berry 1988 ) . It affects client satisfaction, and it is one of the critical factors to concern endurance and fight in the service industry. In old researches, the efficiency and truth to mensurate service quality has been the chief focal point ( Ladhari 2008 ) . Parasuraman, Zeithaml and Berry ( 1988 ) conducted

the most influential surveies on service quality, which was developing the SERVQUAL instrument. The SERVQUAL instrument concluded five dimensions: tangibles, dependability, reactivity, confidence and empathy. This instrument has become the foundation of service quality measuring instrument in an assortment of industries, which compares between client outlook and realized public presentation of specific service.

Tsang and Qu ( 2000 ) on the other manus, adopted from several surveies and indicated the 5 spreads of service quality. They describe the spreads as the difference between outlooks and perceptual experiences. The direction perceptual experiences of client outlooks and service quality specifications, the difference between service quality specifications and the service really delivered, and the service bringing and what is communicated about the service to clients, these spreads affect the existent bringing of service. And the difference between client outlooks of service quality and client perceptual experiences of the existent public presentation affects client perceptual experiences of service quality, which is what this research would wish to happen out.

World Exposition

The World Exposition, or called World Fair, Universal Exposition, Expo, is a signifier of big public exhibitions held in different parts of the universe. The first Expo was held in 1851, in Hyde Park in London, United Kingdom. It was the first international exhibition of manufactured merchandises. It was the thought of Queen Victoria 's hubby, and it influenced the development of many facets in the society ( Findling & A ; Pelle 2008, pp. 13-14 ) . Since so, the World Expositions have attained increasing prominence as expansive events for economic, scientific, technological and cultural exchanges, functioning as an of import platform for exposing historical experience, interchanging advanced thoughts, showing

esprit de corps and looking to the hereafter.

The World Expo 2010 Shanghai is the first Expo to be held in a underdeveloped state, the subject is `` Better City, Better Life. '' Because presents, 55 % of the universe population lives in a metropolis, the Expo sets out to research the full potency of urban life in the twenty-first century, and expose urban civilisation, interchanging experiences of urban development, explore new attacks to human home ground, lifestyle and working conditions in the new century, besides larn how to make an eco-friendly society and keep the sustainable development of human existences. It is held from May 1st to the terminal of October in 2010, crossing six months ( Expo 2010 Official Website 2008 ) .

Visitors to Shanghai

As the Expo brought over participants coming from 246 states, and more than 70 million visitants ( Xinhua, 2010 ) , there is besides a encouragement in touristry and Numberss of travellers in Shanghai, both domestic and international. A statistic information gathered from the Shanghai Municipal Tourism Administration is given in Table 1. As shown in table 1 and the entire figure of visitants in Figure 1, there 's a large spring in twelvemonth 2010, which the Expo took topographic point.

Hotels in Shanghai

Shanghai is one of the most visited metropoliss in China, harmonizing to the statistics from Euromonitor research and China Bureau of Statistics, the market size of travel adjustment in China in twelvemonth 2010 range gross revenues of RMB 510.8 billion ( $ 78.2 billion ) ( Euromonitor International 2011 ) . Harmonizing to the study, the regional hotel parametric quantities in 2010 indicate that Shanghai has the highest

tenancy rate among all other municipal or states, as shown in Table 2.

As for a more elaborate statistic for Shanghai, informations retrieved from Shanghai Municipal Tourism Administration is shown in Table 3, and the tenancy rates for entire travel adjustments is shown in Table 4 and Figure2. The statistics suggests that the tenancy rate for adjustments in Shanghai experienced a growing between 2009 and 2010. Although the tenancy rates for Table 2 and Table 3 are somewhat different, due to the differences is samples, Numberss in Euromonitor International ( 2011 ) surveies are narrowed to certain hotel ironss, nevertheless it still indicates the market size in Shanghai is greater than other finishs in China.

The convention and exhibition industry will act upon the entire figure of visitants to a finish, conditions they are participants to the event or invitees and tourers. This nexus is already shown and proven in the informations provided above, hence, with more visitants coming to the finish, demands for adjustments will lift, and that will in bend influence the service quality in the hotel sector. Harmonizing to the research inquiries and model, the hypothesis for this survey is formed:

Research Design

Due to the purpose of this research, I try to detect the differences between service qualities before the Expo 2010 and after, the research will follow a clip series design. However it would be impossible to garner informations prior to the Expo by myself, but I can cite past research on service quality in the hotel industry in China from old surveies and researches. Drawn from a research done by Tsang and Qu ( 2000 ) , I will hold a mention of

the service quality done in twelvemonth 2000, and so I will be able to compare the consequences done today and subsequently.

Sample

To understand the hotel service quality provided in Shanghai, the current research marks at international invitees that visits Shanghai, I will utilize a convenience trying method, questionnaires will be distributed to invitees in a hotel concatenation. Besides a systematic sampling method will besides be used, which every 5th visitant checking in will be asked to make the questionnaire. This will besides be similar samples to the old survey done by Tsang and Qu ( 2000 ) .

Instrument

In this research, I adopt the instrument developed and used by Tsang and Qu ( 2000 ) . They adopt the questionnaire from SERVEQUAL and other research, and developed the questionnaire in 3 parts, with 35 service quality attributes. The first portion is to mensurate the respondent's outlooks sing service quality in the hotel industry, they will be asked to make full in the degree of importance of statements with responses, from a 5-point Likert 's graduated table, runing from ( 1 ) really low outlook to ( 5 ) really high outlook. The 2nd portion of the questionnaire is designed to analyze the respondent 's perceptual experiences of service quality really provided during the stay. Besides, the respondents were asked to bespeak their degree of understanding with statements with responses from a 5-point Likert 's graduated table: ( 1 ) strongly disagree to ( 5 ) strongly agree. The 3rd portion of the questionnaire collects the demographic and classification inquiries of the respondent. The 35 properties are listed as below:

Gap mean differences between directors ' perceptual experience of

tourers ' outlooks and tourers ' outlooks of service quality in the hotel industry

Properties

1.  Comfortable and welcome feeling
2.  Neat visual aspect of staff
3.  Professionalism of staff
4.  Hotel staff with multi-lingual accomplishments
5.  Friendliness and courtesy of staff
6.  Particular attending given by staff
7.  Handiness of staff to supply service
8.  Staff executing the services right the first clip
9. Reservation system was easy accessible
10.  Quick check-in and check-out
11.  Cleanliness of room
12.  Quietness of room
13.  Security of room
14. Attractive decor, trappingss of room/lobby
15.  Comfortable mattress and pillow
16.  Reasonable room rate/value for money
17. Assortment of services offered
18.  Reliable message and wake-up service
19. Provision of accurate and dependable information
20. The warrant of dependable service
21.  Handiness of room service
22.  Prompt breakfast service
23.  Elegant feast service
24.  High quality of nutrient in eating house ( s )
25.  Assortment of drinks and wine list
26.  Reasonable restaurant/bar monetary values
27.  The high degree/level of hygiene of nutrient
28.  Up-to-date and modern installations
29.  Adequacy of fire safety installations
30.  Handiness of feeding and imbibing installations
31. Handiness of year-around swimming pool
32.  Availability of concern centre installations
33.  Handiness of sweat room and wellness nine
34.  Handiness of conference/meeting room
35.  Convenient hotel location

Datas Analysis

Descriptive statistics analysis was used to understand the demographic information about the respondent. Each of the classs will be calculated and described in the descriptive statistics subdivision. In order to understand the correlativities between variables, a correlativity analysis were conducted on all basic informations such as gender, age, experience, educational degree, matrimony position and the tonss of the graduated tables. To look into the service quality spreads, a mated t-test will be used to measure the service quality.

Decision

The expected consequences for this research will be there are positive relationship between visitants to

Shanghai positively influenced the service quality in hotel sector. As the visitant Numberss already increased during the period of the Expo, the hotel tenancy rates are besides higher. With more people check into the hotels, hotel directors pay more attending to the service quality, in order to present better invitee service. Besides, it is expected that the addition in service quality in hotel sector will stay after the World Expo 2010 is finished.

There are several restrictions of this research. First with the clip series design, the differences in trying and long clip between the two clip periods will do some confounding. Since the betterments in substructure in Shanghai may besides act upon service quality, this is something we can non extinguish. Second, travellers to the hotels will be different from the first sample, we can compare the demographic informations between the two, seeking to fit the samples, nevertheless there are still unparallel between the two. For future research suggestions, we can roll up the information once more 5 old ages after the Expo, to happen out weather the service quality keeps the same as the period right after the Expo. We can besides acquire an thought of how hotel directors improve their service quality by questioning them, with can uncover some more elaborate facts on how the Expo truly affect their concern.