Satisfaction and Behavioral Intention of Clients in Big T Event Management Company

This study aims to examine the influencing factors on client satisfaction and to analyze the effect of client satisfaction on behavioral intention of client in BIG T Event Management Company. The scope of the study covers the clients whose took corporate events form BIG T Event Management Company. Descriptive and analytical research methods are used to achieve the above objectives. Both primary data and secondary data are used in this study. Sample population is 60 out of 71 clients according to Yamane sampling formula. Respondents are selected by using simple random sampling method. Primary data are collected by using structured questionnaires with 5-point Likert scale. Linear regression method is applied to analyse the data. The result reveals that delivery and flexibility have significant effects on customer satisfaction among four competitive priorities. Regression result reveals that flexibility is the main determinant factor on customer satisfaction. It is also found that customer satisfaction has a direct positive effect on behavioural intention of the customers. The study recommends that BIG T Company should focus a sense of flexibility in order to adapt to rapidly changing circumstances by monitoring the latest trends and technology at the foreign countries and creating innovative event plans. In addition, it should find the reliable third parties and suppliers of event decorations and equipment in order to deliver the service as expected. Finally, BIG T Company should conduct a post-event survey to explore whether customers enjoyed about the event, and where company has room to improve for customer satisfaction