The Effect of Basic, Performance and Excitement Service Factors of a Convention Center on Attendees' Experiential Value and Satisfaction: A Case Study of the Phoenix Convention Center

Abstract

This study investigates how the various services provided by a convention center and its service quality affects attendees’ experiential values, and in turn, leads to the attendees’ overall satisfaction and loyalty. The sample consisted of 217 convention attendees in Phoenix, AZ, representing a response rate of 54%. Confirmatory factor analysis and structural equation modeling were used for analyses. Results indicate that basic and excitement service factors have a positive influence on individual experiential values. Also, the study shows that enhanced individual experiential values have an impact on raising overall satisfaction with the convention center.

KEYWORDS:

• behavioral intention
• convention center
• experiential value
• service quality
• three-factor structure