臺灣積極推動會展產業的發展，使得消費性展覽的場次增加、展覽規模不斷擴大，參展人數不斷攀升。但消費性展覽洶湧的人潮，也帶來了展覽品質下降、過度商業化及專業性不足的疑慮與衝擊。然而，既有研究文獻，較缺乏針對參展觀眾所體驗的展覽服務建立展覽活動的服務品質量表，故本文的研究目的，在於發展與驗證消費性展覽的展覽服務品質因素構面與衡量題項。本研究以台北世界貿易中心舉辦之消費展參展觀眾做為問卷調查與研究對象，以敘述統計分析、信度分析與因素分析等統計方法進行分析與驗證。本研究主要發現如後：（一）參展觀眾最重視的三個項目分別為服務人員禮貌性、展場服務設施和服務過程的流暢性；（二）問卷分析結果顯示，利用SERVQUAL量表之概念（Parasuraman，Zeithaml＆Berry，1985；1988），可以發展衡量展覽服務品質之量表，同時亦能針對展覽知覺服務與期望服務有顯著差異的部分彌補缺口進行深入分析。本研究問卷所設計之30個題項以因素分析萃取後，可得有形性、反應性、保證性、互動性與可靠性五個展覽服務品質構面，可作為學理上及實務上後續提升整體展覽服務品質的重要依據。

Taiwan's active promotion of MICE industry makes number of consumer shows increase, scale of exhibition expand, and the number of exhibitors and attendees rise. But it also brings the low quality of the exhibitions, excessive commercialization and lack of professionalism. Only few studies have been conducted on building service quality factors scale for exhibition. This study aims to develop and validate the services quality factors and questionaires for consumer shows. We surveyed the attendees from consumer shows in Taipei World Trade Center by surveyed-questionaire method and then analyzed the data with descriptive statistics analysis, reliability analysis, and factor analysis. The empirical results could be summarized as follows; first of all, staff's politeness, exhibition facilities, and the fluency of service process are the three most important factors that attendees experience in consumer shows. Secondly, with the concept of SERVQUAL scale (Parasuraman, Zeithaml & Berry, 1985; 1988), this study constructs, a scale to evaluate exhibition service quality and mend the gap between perceived and expected service in exhibitions. 5 factors could the extracted out of suggests way to the 30 questions in the questionnaire. They are: exhibition service quality, including tangibility, responsiveness, assurance, interactivity, and reliability. These factors can also be used as an academic and practical follow-up basis to enhance the overall quality of service for exhibitions.