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
