Title

What contributes to convention attendee satisfaction and loyalty? A meta-analysis

Document Type

Article

Publication Date

3-31-2017

Publication Title

Journal of Convention & Event Tourism

Volume

18

Issue

2

First page number:

118

Last page number:

134

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.

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