臺灣博碩士論文加值系統

會議展覽產業（Meetings, Incentives, Conventions, Exhibitions, MICE）
（簡稱會展產業）是推動國家邁入全球化之重要產業。推動會展產業，不僅帶來可觀商機，並帶動相關產業發展、增加就業機會，創造國家直接及間接經濟效益，並可提升國際知名度及形象，因此受到各國的重視。
選擇適當的會議場地對一場國際會議的舉辦成功與否佔很重要的因素，除了場地的實體設備之外，還必須要提供令客戶及與會人士滿意的服務品質，該場地才算適合舉辦國際會議。有鑑於我國會展產業已逐漸發展成形，同時政府也積極在輔導及參與，但對於我國目前適合舉辦國際會議的場地之實體設備及服務品質是否符合國際會議籌辦單位的使用需求？該如何去評量？這便是本研究想要探討的部份。
本研究選擇台北地區主要的國際會議場地，考量會展產業的特色，透過文獻整理及專家深度訪談，分辨國際會議場地的服務品質應具何特性，同時，透過問卷收集與分析，瞭解國際會議場地的服務品質應具有的構面以及如何評估，以作為國際會議場地經營業者瞭解使用者需求，並衡量其服務品質之依據。
本研究所發展之「國際會議場地服務品質評估量表」包括有實體設備、人員服務及餐飲服務三大構面；此三大構面共有12個衡量項目（空間舒適性、空間完善性、設施便利性、場地完整性、場地吸引性、交通便利性；服務可靠性、服務確實性、服務週延性、附屬服務、餐飲配合性及用餐舒適性等）；此12個衡量項目共包含55個參考指標。

Meetings, Incentives, Conventional, Exhibitions (MICE) industry is one of the potential emerging global commercial categories. Promotion of MICE is not only to provide large quantities of business opportunities but also to initiate related industry, increase job opportunity, and indirectly or directly create mass economic benefit. In the mean time, it also can enhance the international well-known and image to obtain the respect from all of the world.

Proper choice of conference venue is imperative for holding a successful international convention. For an idea international convention venue, in spite of adequate facility, it should provide satisfactory service for customers and attendants. Regarding MICE has been developing in our country, the government is positively counseling and participating. However, it is unknown to realize that the facility and service quality of our international conference venue is fitted for requirement of MICE or not and how to evaluate these service quality. The aim of this study is to investigate the service quality of our international conference venue at present.

The materials of this study were selected from some major international conference venues in Taipei. Considering the characteristics of MICE, through the literature review and depth interview of the experts, we intended to distinguish the characters of service quality of international conference venue. Meanwhile, from the collection and analysis of questionnaire, we want to realize the dimensions of service quality of international conference venue and to develop a measuring scale eventually. We hope the results can provide the information for the managers of international conference venue as a reference for self evaluation of service quality to fit the customers’needs.

The results of this study had developed a scale to measure the service quality of international conference venue. This measuring scale included three major dimensions (tangible facility, personnel service and dining service). These three major dimensions were divided into 12 evaluating dimensions (space comfortableness, space completeness, facility convenience, venue integrity, venue attraction, traffic convenience, service reliability, service validity, service consideration ,extra-service, dining compatibility and dining comfortableness) which including 55 reference indicators.

目 錄
頁次
中文論文摘要…………………………………………………………………I
英文論文摘要………………………………………………………………...II
目錄…………………………………………………………………………..IV
圖/表次……………………………………………………………………….VI

第一章 緒論
第一節 研究背景及動機………………………………………........... 1
第二節 研究目的………………………………………………………7
第三節 名詞界定………..……………………………………………. .8
第四節 研究流程……………………………………………………….8
第二章 文獻探討
第一節 國際會議
一、會議產業的起源…………………………………………10
二、會議產業的發展…………………………………………10
三、會議與國際會議的定義……..…………………………..12
四、會議的種類…………………………………………..…..13
五、國際會議場地……………………………..………..……18
六、小結………………………………………………………24
第二節 服務品質
一、服務之概念……………………………………………..25
二、服務品質定義…………………………………………..26
三、服務品質的構面………………………………………..27
四、餐飲服務品質量表—“DINESERV”………………...29
五、接待產業的服務品質…………………………………..31

六、會議場地之服務品質……………………………………31
七、小結………………………………………………………32
第三章 研究設計
第一節 研究方法………………………………………………………33
第二節 變數定義與衡量………………………………………………33
第三節 問卷設計…………………………………………..…………..35
第三節 資料收集方法…………………………………………………41
第四節 資料分析方法………………………………………………....42
第四章 研究結果分析與討論
第一節 樣本分析…………………………………………….………..43
第二節 影響國際會議場地服務品質的重要性比較……….………..45
第三節 國際會議場地服務品質影響因素分析………….…………..47
第四節 國際會議場地服務品質因素構面重要性比較…….………..51
第五節 國際會議承辦人員的認知差異分析……………….………..51
第六節 不同國際會議籌辦經驗之認知差異……………….………..58
第五章 結論與建議
第一節 研究發現與管理意涵………………………………………..70
第二節 研究貢獻……………………………………………………..73
第三節 研究檢討與後續研究之建議………………………………..74

參考文獻……………………………………………………………………...77

附錄
（一） 本研究之訪談記錄………………………………………………….80
（二） 本研究之問卷……………………………………………………….87

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