Naslov
Customers’ expectations and perceptions of casino service quality in Croatia

Autori
Marković, Suzana ; Dorčić, Jelena ; Krnetić, Monika

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
SGEM2014 Conference Proceedings of International Multidisciplinary Scientific Conferences on Social sciences and Arts (SGEM), Book 2, Volume 4 / - Sofija, 2014, 159-166

ISBN
978-619-7105-25-5

Skup
International Multidisciplinary Scientific Conference on Social Sciences and Arts SGEM2014

Mjesto i datum
Albena, Bugarska, 02.09.2014. - 09.09.2014

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

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

Sažetak
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.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA