Corporate image as a mediator between service quality and customer satisfaction: difference across categorized exhibitors

Abstract

Impact of service quality and corporate image on satisfaction and loyalty behavioral intention are explored by using the PLS-SEM (Partial Least Squares Structural Equation Modeling) analysis for the exhibition industry. Service quality has a significant enhancing effect on the corporate image of the trade exhibitions, and both have significant positive effects on exhibitor satisfaction. Also, the role of the image as a partial mediating variable between service quality and satisfaction is emphasized. Additionally, the results obtained from multi-group analysis also supported the hypothesis that corporate image and service quality bring different satisfaction responses in exhibitors of the different industry with 4 business sizes in the capital. In light of scale and types of the enterprises for trade shows market, price segmentation strategies should be offered to maintain satisfaction and loyalty from the SMEs. Service quality and image of the service-offering company are more emphasized by big enterprises in choosing the trade organizer. Multiple group analysis also considered categorizing the specific industrial enterprises. The organizer can apply the result to explore workable market strategies to meet the needs of business partners with different capital size. This research not only has avail for trade exhibition organizers but provides necessary theory-based research in the trade exhibition territory.

Towards an understanding of corporate image in the hospitality industry East Java, Indonesia

“…The corporate image of the hospitality industry is reflected by several measures including comfort, service, familiarity, attractiveness, and advocacy. This is in accordance with the theory stated that image could increase positive support in the minds of consumers ( Amperawati et al., 2020 ; Chien and Chi, 2019 ; Fan, 2005 ). According to the perceptions of hotel managers in East Java about the functional corporate image is more reflected by the attractiveness of the hotel.…”

“…Furthermore, this study uses practical and psychological symbols to measure the corporate image. This research is different from that conducted by Chien and Chi (2019) this study is more consistent using the indicators proposed ( Boulding, 1956 ), to be applied to the hospitality industry in Indonesia. Recent research has been perceived that the company image is formed from corporate branding, which is done to persuade consumers to remain loyal to the company's products ( Balmer and Gray, 2003 ).…”

“…Next, the results of the descriptive analysis for the corporate image psychological variable obtained an average Likert scale of 4.06, meaning that respondents responded agreeing that the psychological perception of the corporate image was positively perceived as favorability, reputation, trust, and awareness ( Boulding, 1956 ; Chien and Chi, 2019 ; Falola et al., 2018 ). From these four indicators, it was found that the trust indicator had the highest level of position, which was seen positively by the respondents, meaning that in the hotel industry, consumers are more concerned with hotels that are proven to be more reliable ( Boulding, 1956 ; Giovanis et al., 2014 ; Kennedy, 1977 ; Yusof and Ariffin, 2016 ).…”

Analysis of the Effects of Corporate Image on Purchasing Behaviors in Insurance

“…Corporate image is an intellectual concept and it expresses people's thoughts about the corporation (Weiwei, 2007). At the same time, the results of this image show the frequency of purchase and interest of people for that business (Chien & Chi, 2019). One of the main aims of the creation of corporate image is to increase the number of people who dominate the subject and to bring an understanding that emits positive information about the corporation.…”

Factors Influencing Exhibitor Satisfaction and Loyalty: A Meta-Analysis on the Chinese Exhibition Market

“…The quality of a booth location is directly related to the flow of people at the booth and the exposure of the company. Therefore, booth management is of paramount importance for exhibitors, and improper placement of booths may cause exhibitors to feel dissatisfied and not want to participate again [28,44,50]. In addition, exhibition area planning, booth logistics, booth safety, and booth control also affect the exhibition plan, including the display of exhibitors' products and the safety of exhibits, which all contribute to exhibitors' satisfaction [18].…”