Please use this identifier to cite or link to this item:
http://hdl.handle.net/10397/104861
Title: | A casino-induced satisfaction of needs : scale development and its relationship with casino customer loyalty | Authors: | Tsai, H Hsu, CHC Lee, LYS |
Issue Date: | 2017 | Source: | Journal of travel & tourism marketing, 2017, v. 34, no. 7, p. 986-1000 | 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. | Keywords: | Casino Customer loyalty Customer satisfaction Induced needs Maslow’s hierarchy of needs |
Publisher: | Routledge, Taylor & Francis Group | Journal: | Journal of travel & tourism marketing | ISSN: | 1054-8408 | EISSN: | 1540-7306 | DOI: | 10.1080/10548408.2016.1260520 | Rights: | © 2016 Informa UK Limited, trading as Taylor & Francis Group This is an Accepted Manuscript of an article published by Taylor & Francis in Journal of Travel & Tourism Marketing on 20 Dec 2016 (published online), available at: http://www.tandfonline.com/10.1080/10548408.2016.1260520. |
Appears in Collections: | Journal/Magazine Article |
Files in This Item:
File | Description | Size | Format | |
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Tsai_Casino-Induced_Satisfaction_Needs.pdf | Pre-Published version | 1.01 MB | Adobe PDF | View/Open |
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