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Assessment of convention centers from users’ perspective: application of importance-performance analysis

Pembegül, Tuğba
This study firstly aims to identify facility features of the convention centers and then propose a method in order to identify users’ priorities and evaluate what extent these were provided by the convention centre. Data has been collected using self-administered questionnaires from three group of users; attendees, employees and meeting planners. The study has been conducted in İstanbul Lütfi Kırdar Convention and Exhibition Center as a case, because of being the most remarkable convention center of Turkey. Each participant will be required to assess this convention center in terms of their priorities of expectations and features provided. The results have been evaluated statistically, and significant differences between the level of importance and performance of the facility features have been presented. This research is expected to be useful for constitution of design criteria of convention centers and effective management of the facilities, in terms of both identifying the features of convention centers and providing a method evaluating the performance of the facilities from the users’ perspective.