Service Quality in International Conference Industry; A Case Study of WCES 2015

The Gap Between the Perceptions and Expectations of Quality of Services Delivered to the Participants at the Scientific Conferences Using the University of Hafr Al Batin as a Model

“…This result differed from the results of Chuenjit (2019) study which showed the largest gap in the reliability dimension, while it is similar to the results of the Uzunboylu (2016) study, which hopes from regulators more in terms of time management about the services provided. -The outcome of this study coincides with Uzunboylu (2016) study regarding the existence of a gap between the perceptions and expectations, which reduces the level of participants' satisfaction. In addition, the study also coincides with the outcomes of Sababhi (2015) study in the aspect that the currently held conference correspond neither with the international reputation nor with the advantages of the Kingdom of Saudi Arabia.…”

“…This is also due to the conferences being held in a country, which is at the head of universities world ranking; this made the participants have high expectations for the service. This result is consistent with that of Uzunboylu (2016) and Chuenjit ( 2019), while it differs from the result of the study of Zeljko et al (2019). -The statistical difference between the expected quality and the perceived quality regarding all dimensions is 0.57, which is indicative of 0.01 significance level.…”

“…Uzunboylu ( 2016 ) conducted a study to evaluate the quality of service at the international educational conference and used the descriptive method with the Servqual scale. The results show that there is a great difference between participants' expectations and perceptions and also revealed a low level of satisfaction with the fact that the quality of the service was a dynamic process that required continuous improvement.…”

“…Despite the importance of scientific conferences held at universities, the small number of studies that try to view the quality of its delivered services—according to researchers' outcomes—which reflect negative results (Uzunboylu, 2016 ; Chuenjit, 2019 ). The literature refers to the obvious lack of research addressing the activities of such conferences and their delivered services in the Arab nation, especially Saudi Arabia, even with the great position of these conferences in academia and among those concerned with scientific research (Rowe, 2019 ), in addition to raising the competitiveness of Saudi universities (Al-Abbad, 2017 ).…”

“…Many studies have shown a low quality of services delivered in conferences reduces the level of effective participation, which all in all contributes to the success of the conferences and achieving their desired objectives. One of the studies referred to this is the Uzunboylu ( 2016 ) study that views the large differences in the expectations and perceptions of participants and the decrease in the level of satisfaction with provided services. Chuenjit ( 2019 ) study outcomes refer to the gap between the participants' perceptions and expectations about the quality of services delivered in conferences.…”