Performance Evaluation of Service Quality Implementation by Exhibition Manufacturers Based on Data Envelopment Analysis
DOI:
https://doi.org/10.47747/fmiic.v1i1.2133Abstract
In recent years, the convention and exhibition industry has garnered global attention and is experiencing rapid growth. Concurrently, the Asian convention and exhibition market is expanding at an impressive rate, growing twice as fast as its European and American counterparts. This remarkable growth highlights the significant potential of the Asian market. As competition in the exhibition industry intensifies, maintaining high quality has become a crucial differentiator. In this era where service and quality are paramount, understanding the aspects of service quality that customers truly value has become a key trend. Consequently, this study focuses on evaluating the service quality of exhibition manufacturers’ effectiveness evaluation. This research targets Taiwanese convention and exhibition manufacturers, evaluating a total of 12 decision-making units (DMUs). The findings are as follows: 1. The service quality efficiency of one DMU was found to be exceptionally strong. Four DMUs exhibited service quality efficiency ranging between 0.9 and 1, while the remaining seven DMUs had efficiency values below 0.9. 2. The study also analyzes the variables contributing to these differences, offering directions for improvement by addressing areas of both overinvestment and underinvestment. By reducing investment in overfunded projects and increasing investment in underfunded ones, the industry can enhance both service quality and efficiency. Based on these results, recommendations are made to assist exhibition manufacturers in organizing professional events, providing a reference for exhibition organizers. These improvements aim to establish a strong reputation and attract more consumers to future exhibitions.
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