CUSTOMERS' EXPECTATIONS AND PERCEPTIONS OF CASINO SERVICE QUALITY IN CROATIA

被引：0

作者：

Markovic, Suzana ^{[1
]}

Dorcic, Jelena ^{[1
]}

Krnetic, Monika ^{[1
]}

机构：

[1] Univ Rijeka, Fac Tourism & Hospitality Management, Rijeka, Croatia

来源：

POLITICAL SCIENCES, LAW, FINANCE, ECONOMICS AND TOURISM, VOL IV | 2014年

关键词：

service quality; SERVQUAL; statistical analysis; casino; Croatia;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

The importance of service quality and service quality measurement has been recognized in most service industries. Customers understand quality as a comparison of expected service and their perceptions of the actual level of provided service. The study aims to contribute to the knowledge of service quality measurement in casino settings by providing a conceptual framework and measurement scale. The purpose of the research is to explore service quality expectations and perceptions in three casinos in Croatia, based on a modified SERVQUAL scale. Descriptive statistical analysis was used to assess the expectations and perceptions of casino customers. Exploratory factor analysis was conducted to determine key factors that explain customers' expectations and perceptions of casino service quality. Furthermore, reliability analysis was performed to test the reliability of the scale and the inner consistency of extracted factors. The results of this study are beneficial to casino managers who observe that customers have become more demanding in terms of service quality. Implications, limitations and directions for future studies are discussed.

引用

页码：159 / 166

页数：8

共 50 条

[41] Exploring the Gap Between Patients? Expectations and Perceptions of Healthcare Service Quality
A'aqoulah, Ashraf
Kuyini, Ahmed Bawa
Albalas, Samir
[J]. PATIENT PREFERENCE AND ADHERENCE, 2022, 16 : 1295 - 1305
[42] Expectations and perceptions of parents regarding the quality of children's dental service
Kavaliauskiene, A
Sidlauskas, A
Zaborskis, A
[J]. EUROPEAN JOURNAL OF PUBLIC HEALTH, 2005, 15 : 141 - 141
[43] How similar are frontline bank employees' perceptions of service quality to their customers? A study of female customers and employees in Turkey
Ugur Yavas
[J]. Journal of Financial Services Marketing, 2007, 12 (1) : 30 - 38
[44] How similar are frontline bank employees' perceptions of service quality to their customers? A study of female customers and employees in Turkey
Yavas, Ugur
[J]. JOURNAL OF FINANCIAL SERVICES MARKETING, 2007, 12 (01) : 30 - 38
[45] Service quality attribute weights - How do novice and longer-term customers construct service quality perceptions?
Dagger, Tracey S.
Sweeney, Jillian C.
[J]. JOURNAL OF SERVICE RESEARCH, 2007, 10 (01) : 22 - 42
[46] LINKING HRM PRACTICES AND SERVICE EMPLOYEE PERCEPTIONS OF JOB SATISFACTION TO PERFORM SERVICE QUALITY FOR CUSTOMERS IN CAMBODIA
Sou, Veasna
Wu, Wann Yih
Shih Hsi-An
[J]. PROCEEDINGS OF THE 2009 ACADEMY OF MARKETING SCIENCE (AMS) ANNUAL CONFERENCE, 2015, : 205 - 209
[47] QUALITY AND SERVICE FOR INTERNAL CUSTOMERS
MCDERMOTT, LC
EMERSON, M
[J]. TRAINING AND DEVELOPMENT JOURNAL, 1991, 45 (01): : 61 - 64
[48] Methodologies for Determining the Service Quality of the Intercity Rail Service Based on Users' Perceptions and Expectations in Thailand
Jomnonkwao, Sajjakaj
Champahom, Thanapong
Ratanavaraha, Vatanavongs
[J]. SUSTAINABILITY, 2020, 12 (10)
[49] Understanding the normative expectations of customers toward Buddhism-themed hotels A revisit of service quality
Hung, Kam
Wang, Sha
Tang, Chaohua
[J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2015, 27 (07) : 1409 - 1441
[50] Family Forest Owners' Expectations and Perceptions of Service Quality in Timber Transactions in Sweden
Kronholm, Thomas
Wasterlund, Dianne Staal
[J]. FORESTS, 2021, 12 (11):

← 1 2 3 4 5 →