Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels [An article from: International Journal of Hospitality Management]

This digital document is a journal article from International Journal of Hospitality Management, published by Elsevier in . The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:
Based on 192 completed surveys from casino players, the authors conducted a gap analysis between loyal customers and potential switchers in evaluating casinos' service quality attributes. It was found that the top three gaps were all related to the functional quality (interactions between customers, and casino employees), not technical quality (e.g., the casino's variety of games, better odds, or preferred rules). This study offered an approach to help improve service quality toward customer loyalty.