The study identified attendees’ needs and service priorities when attending an exhibition at a large convention center. Data was
collected using self-administered questionnaires from 566 subjects attending five different exhibitions. The results indicated that overall
cleanliness of the convention center, a well-maintained facility, and helpfulness of guest services personnel were top priorities for
attendees regarding the convention center’s facility services. Attendees also attributed high importance to the following features of the
convention facility: directional signage within the convention center, availability of high quality lodging near the convention center,
sufficient restrooms throughout the facility, and ability to get cell phone signal. Furthermore, statistically significant differences were
found between the level of importance and performance of the majority of the facility services and features of the convention center.
Implications for decision makers regarding these importance–performance gaps are discussed.
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