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Title: A casino-induced satisfaction of needs : scale development and its relationship with casino customer loyalty
Authors: Tsai, H 
Hsu, CHC 
Lee, LYS
Keywords: Customer satisfaction
Maslow's hierarchy of needs
Customer loyalty
Induced needs
Issue Date: 2017
Publisher: Routledge, Taylor & Francis Group
Source: Journal of travel & tourism marketing, 2017, v. 34, no. 7, p. 986-1000 How to cite?
Journal: Journal of travel & tourism marketing 
Abstract: Based on Maslow's hierarchy of needs theory, this study develops a five-factor casino-induced satisfaction-of-needs scale and examines its relationship with casino customer loyalty using Macau as a study context. The findings show that the respondents' most visited casinos had only marginally met the respondents' various inner needs; there is still ample room for Macau casinos to improve the level of their customers' satisfaction regarding customers' inner needs. Among the five types of inner needs, self-actualization appears to be one need that requires more attention than the others because it was rated as the need that was the least satisfied but contributed the second most to measuring satisfaction. Additionally, Macau casinos should continue their efforts to improve and maintain a safe and secure casino environment, coupled with providing a variety of quality foods and beverages, for their customers. Lastly, safety and security, self-actualization and physiological needs were found to positively affect casino customer loyalty.
ISSN: 1054-8408
EISSN: 1540-7306
DOI: 10.1080/10548408.2016.1260520
Appears in Collections:Journal/Magazine Article

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