Impact of service quality on satisfaction of mice delegates: A study of five star hotels and convention centers in Delhi NCR

The purpose of this research paper is to examine the relationship between quality of service provided by five star hotels and convention centres on satisfaction levels of delegates with respect to MICE tourism. The study also seeks to analyze the demographic profile of delegates participating in various MICE events organized in these hotels and convention centers. The present study has a descriptive and cross-sectional research design. The data for the study has been collected by personally administering structured questionnaires to 372 delegates attending MICE events in 20 five-star hotels and 2 convention centres located in Delhi NCR. The data has been analyzed using descriptive analysis and Structural Equation Modeling (SEM) on SPSS 21 and AMOS 20 software. The results of statistical analysis show that dimensions of service quality have a significant impact on the level of satisfaction of delegates, with tangibility having maximum impact followed by empathy and responsiveness. The demographic profile of respondents suggest that majority of delegates are Indian males in the age group of 26 – 35, employed in service and have received funding from their organizations to participate in MICE events. The inferences of this research study are restricted by time frame, scope and sample size. Studies in future may be conducted for smaller hotels and convention centres in other geographical locations, using longitudinal design.The study is a first endeavor to analyze the impact of service quality on satisfaction levels of MICE delegates considering the SERVQUAL model in the Indian context.