A qualitative content analysis of attendee insights from WAIMH World Congress feedback 2008-2023
Aalto, Neea-Leena (2026)
2026
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202602193198
https://urn.fi/URN:NBN:fi:amk-202602193198
Tiivistelmä
The aim of this study was to identify key areas of attendee satisfaction and dissatisfaction from the feedback of the 2008-2023 WAIMH World Congresses. The study focused on the attendees’ responses to the open-ended questions due to their unstructured nature and the large number of them. The empirical data for the analysis was gathered beforehand by WAIMH through a structured evaluation form after each of the Congresses.
The thesis outlines a theoretical framework of customer satisfaction, including common theories and models, and explains its significance and how it is measured. It also presents steps to processing and leveraging attendee feedback.
The study was implemented as qualitative research, using qualitative content analysis as the study method. It revealed the key areas of attendee satisfaction and dissatisfaction in the feedback, as well as their key suggestions for future Congresses. The attendees were typically satisfied with the high quality and diversity of the program, general venue and staff experience, and networking opportunities. Some dissatisfaction was expressed with the program intensity, capacity or catering at the venue, or accessibility of the program info. Suggestions for future Congresses typically included more facilitated interaction among attendees, activities related to music and culture, or tours, visits and sight-seeing.
The results of the analysis are consistent with the key areas that the WAIMH Central Office staff has noted when having reviewed the feedback after each Congress. Implications for future events include developing an action plan based on the insights gathered in this analysis, engaging stakeholders in the process to ensure collective participation and support for potential changes, letting the attendees know how their feedback has influenced the planning of future events, and monitoring the impact of the changes on attendee satisfaction to ensure continuous improvement.
The thesis outlines a theoretical framework of customer satisfaction, including common theories and models, and explains its significance and how it is measured. It also presents steps to processing and leveraging attendee feedback.
The study was implemented as qualitative research, using qualitative content analysis as the study method. It revealed the key areas of attendee satisfaction and dissatisfaction in the feedback, as well as their key suggestions for future Congresses. The attendees were typically satisfied with the high quality and diversity of the program, general venue and staff experience, and networking opportunities. Some dissatisfaction was expressed with the program intensity, capacity or catering at the venue, or accessibility of the program info. Suggestions for future Congresses typically included more facilitated interaction among attendees, activities related to music and culture, or tours, visits and sight-seeing.
The results of the analysis are consistent with the key areas that the WAIMH Central Office staff has noted when having reviewed the feedback after each Congress. Implications for future events include developing an action plan based on the insights gathered in this analysis, engaging stakeholders in the process to ensure collective participation and support for potential changes, letting the attendees know how their feedback has influenced the planning of future events, and monitoring the impact of the changes on attendee satisfaction to ensure continuous improvement.