A Multi-Dimensional and Hierarchical Model of Service Quality in the Gaming Industry

• 영문명: A Multi-Dimensional and Hierarchical Model of Service Quality in the Gaming Industry
• 발행기관: 한국관광학회
• 저자명: Hung-Che Wu Fu-Sung Hsu
• 간행물 정보: 『International Journal of Tourism Science』Vol.12 No.3, 90~118쪽, 전체 29쪽
• 주제분류: 사회과학 > 관광학
• 파일형태: PDF
• 발행일자: 2012.12.31

영문 초록

The burgeoning development of integrated casinos and the rapid growth of the gaming industry in Macau have attracted much interest in understanding the success of this market. The purpose of this study is to examine service quality in the gaming industry by developing a conceptual framework and measurement scale. Based on an extensive literature review, and qualitative and empirical research, a multidimensional and hierarchical model of service quality for the gaming industry is proposed. The analysis of data collected from a total of 510 customers revealed that the proposed model fitted the data well. The validity and reliability of the measurement scale were established using a pretest and the substantive survey. This study extends the literature on service quality in the field of casino management by providing a psychometrically sound conceptual framework and measurement scale. Implications, limitations and directions for future studies are discussed.

목차

Introduction

Literature Reviews

Method

Results

Discussion

Limitations and Directions for Future Research

Acknowledgment

REFERENCES

키워드

Service quality Scale development Multi-dimensional and hierarchical model Gaming industry