Measuring meeting planner satisfaction with hotel convention services: a multi-variate approach

Abstract

Hotel convention services have received much attention lately in terms of growing importance, responsibility, authority, and respect in the hospitality industry. Yet little empirical research has heen conducted on this important component of hotel services for the meetings and convention market. This paper presents the results of research conducted measuring meeting planner satisfaction with hotel convention services. Both descriptive and multi-variate statistical techniques are employed to capture the richness of the data collected. The multi- variate analysis, in particular, provides management with a means to better understand what the meeting planner client really wants in hotel convention services.