Abstract
The purpose of this paper is twofold: first, to test the moderating effects of casino visitors’ past experience on service quality and customer satisfaction; and second, to explore how every dimension of service quality influences casino visitors’ satisfaction and also to compare the difference between first-timers and repeat visitors regarding casino visitors’ perceived service quality and satisfaction. To achieve the research aim, a sample of 304 gaming customers in Macau was used and structural equation modeling analysis was performed. The findings reveal that each casino service quality dimension has different effects on customer satisfaction. First-timers reported higher levels of service quality and satisfaction compared with repeaters. Moreover, past experience moderates the relationship between service quality and satisfaction. The research yields insights into casino tourist research. Some implications are provided for the literature as well as casino practitioners.
| Original language | English |
|---|---|
| Pages (from-to) | 65-82 |
| Number of pages | 18 |
| Journal | Journal of China Tourism Research |
| Volume | 13 |
| Issue number | 1 |
| DOIs | |
| Publication status | Published - 2 Jan 2017 |
Keywords
- Chinese casino visitors
- Macau
- Past experience
- customer satisfaction
- service quality