What contributes to convention attendee satisfaction and loyalty? A meta-analysis. Issue 2 (3rd April 2017)

• Record Type: Journal Article
• Authors: Jung, Shinyong; Tanford, Sarah
• Is Part Of: Journal of convention & event tourism. Volume 18:Issue 2(2017)
• Page Start: 118
• Page End: 134
• Publication Date: 2017-04-03
• Subjects: Convention -- attendee -- attributes -- perception -- satisfaction -- loyalty; Congresses and conventions -- Periodicals; Exhibitions -- Periodicals; Special events industry -- Periodicals; Hospitality industry -- Periodicals; 338.4791
• DOI: 10.1080/15470148.2017.1290565
• Languages: English
• ISSNs: 1547-0148

Abstract

ABSTRACT: The significant economic contribution and other positive impacts of the convention industry make it imperative to understand the factors that influence attendees' satisfaction and generate repeat attendance, which is loyalty. A meta-analysis of the convention literature revealed that networking and education are the top contributors to attendee satisfaction. Interestingly, the findings suggest that convention environment is more important for loyalty than satisfaction, whereas destination image is relatively unimportant for either outcome. Perception of service quality is more important than value for both satisfaction and loyalty. The meta-analysis confirmed that there is a strong relationship between attendee satisfaction and loyalty.