Identifying the Type of the Impact of Customer Satisfaction on Loyalty: the Case of JCS "Expocentre"

One of the main tools for promoting companies on B2B markets is participation in congresses and exhibitions. The main advantage of exhibitions is that it enables to unite consumers and producers at the same place, and provides full-scale demonstration of product qualities to. The market of exhibition organizers in Russia is characterized by the presence of several large domestic and foreign companies that conduct the most famous industrial exhibitions. Exhibition organizers compete hardly, since the quality of services provided, the range of products, the quality and the number of contacts made influence on the satisfaction of clients and their loyalty. The relevance of this work is provided by the lack of research on assessingof the impact of customer satisfaction on loyalty on the market of exhibition organizers. The purpose of this work is to reveal the nature of the influence of satisfaction on loyalty of the clients of JSC "Expocenter". The first chapter of this work is devoted to a theoretical review of the concepts of "satisfaction" and "loyalty" and the identification of their differences. The second chapter will describe the main methods for assessing customer satisfaction. The third chapter contains information about the status and prospects of the market of exhibition organizers. The fourth chapter is devoted to analyzing the company's activities, comparing the company with competitors and reviewing the exhibition "Prodexpo - 2017". The fifth chapter contains information about the main factors of satisfaction and their evaluation by the respondents. The chapter is devoted to revealing the type of influence of satisfaction on customer loyalty.