ANALYSIS OF DOMINANT FACTORS FROM DIMENSIONS OF SERVICE QUALITY TOWARDS EXHIBITOR SATISFACTION TO PT MEDIATAMA BINAKREASI AT CRAFINA EXHIBITION

Abstract

Nowadays, MICE (Meeting, Incentive travel, Convention, and Exhibition) industry is one of the prospect tourism industry in Indonesia. The quality of service in MICE Industry is one of important factor that will make one company could bigger. That’s because the author wants to assess the service quality in exhibition of PT MBK, especially Crafina exhibition As a quantitative analysis, the author use primary data for analyzing the service quality towards customer (exhibitor) satisfaction. A questionnaire based on Service Quality (Zeitahml, Parasuraman and Berry, 1988) was developed and placed in Crafina exhibition on December 2011. The Service Quality instrument has five dimensions that were measured by 20 item statements. Through analysis of the dominant factor of the service quality towards exhibitor satisfaction to PT Mediatama BinaKreasi in Crafina exhibition, it is found out which specific service elements performed well, which specific service elements need to be maintaned and which specific service elements need to be improved.