Examining the Role of Service Quality, Perceived Values, and Trust in Macau Food Festival

An emerging paradigm for festival and event management reveals that hosting theme-based festivals can foster economic growth at the local and national levels. As a case of this research, the annual Macau Food Festival was selected to explore relationships among visitors’ perceptions of festival quality, festival value, trust in the festival, visitors’ satisfaction, and behavior intention. Out of 453 questionnaires distributed, 433 questionnaires were valid for data analysis using partial least squares-structural equation modeling. The results showed that festival quality consisting of the sub-dimensions of hospitality, venue, product, convenience, and program have a positive impact on festival value, trust in festival, and festival satisfaction, which in turn affect festival loyalty. Based on these empirical findings, the current study offers practical and theoretical implications for destination management organizations and festival hosts to sustain annual theme-based festivals held at a certain destination such as Macau Food Festival.

Assessing the Quality of a Local Authority Conference and Hospitality Venue Using the ServQual Model

The close attention paid to service quality by successful private companies has become part of the environment within which most public service organizations now operate. The ServQual model has been used with success to help companies quantify customers' expectations and perceptions of their service and to use this analysis as the basis for improvement. More recently, the ServQual approach has been applied in public service contexts with mixed reliability and validity. This paper reports on the application of the ServQual model to a conference and hospitality venue operated by a Scottish local authority. The study investigates five distinct customer segments: conferences, meetings, receptions, performances, and weddings. The expectations-perceptions gaps are assessed for each of these segments using the ServQual model and the size and antecedents of ServQual Gap 1 is also examined.