王灿-基于观众满意视角的智慧会展观众服务研究.docx

本科论文本科论文摘要目前，智慧城市各阶段的建设已经成为我国的重点项目，智慧会展是智慧城市的重要组成部分。通过提高智慧会展参展观众的参展满意度，可以有效刺激参展观众的参展热情，进而提高参展商的满意度，这种连锁反应后可以驱动智慧会展的经济效益增长和发展。因此，提供观众满意的服务是企业发展的目标和企业竞争的战略。本文以济南市智慧会展参展观众为研究对象，运用实地考察法、问卷调查法、数据统计分析等方法，从国内外智慧会展研究现状、国内外服务质量研究现状以及国内外满意度相关研究现状等方面的基础上，分析了影响智慧会展观众满意度的因素，对智慧会展观众服务满意度特征框架进行构建。得出了济南智慧会展观众服务对网络环境、员工服务等方面满意度较低的结论。据此，本文提出了提高济南智慧会展观众服务满意度的研究建议。关键字：智慧会展，服务质量，观众满意度，提升策略AbstractAtpresent,theconstructionofsmartcityhasbecomeakeyprojectinChina,andthesmartcityconferenceandexhibitionareanimportantpartofthesmartcity.Increasethesatisfactionofparticipatingbusinesses,motivatethem,andmotivatethemeffectively.Thiskindofanti-adaptationcanpromotethegrowthanddevelopmentofintelligenceandeconomicbenefits.Onethingthatwillpleasetheseasonedguestsonthedooristodevelopbusinessandcompetitivestrategies.ThisarticletakesaudienceofjinanwisdomexhibitionastheresearchobjectByusingthemethodsofon-the-spotinvestigation,questionnairesurveyanddatastatisticalanalysis,accordingtotheresearchstatusofintelligentperformanceathomeandabroad,theresearchstatusofservicequalityathomeandabroadandtheresearchstatusofsatisfactionathomeandabroad,thedesignschemeofintelligentperformanceisputforward.Thispaperanalyzesthefactorsthataffecttheaudiencesatisfactionofintelligentperformance,andprovidesaudienceserviceforintelligentperformance.TheconclusionisthatthesatisfactionofJinansmartexhibitionvisitorservicetonetworkenvironmentandemployeeserviceislow.Onthisbasis,thispaperputsforwardsomesuggestionstoimproveservicesatisfactioninJinanWisdomExhibitionHall.Keywords:smartexhibition,servicequality,audiencesatisfaction,promotionstrategy目录TOC\o"1-3"\h\z\uHYPERLINK\l"_Toc39869231"1前言PAGEREF_Toc39869231\h1HYPERLINK\l"_Toc39869232"1.1选题目的与意义PAGEREF_Toc39869232\h1HYPER