The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments

Purpose This study aims at identifying the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is used as a framework t...

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Published in:Asia Pacific journal of marketing and logistics 2014-09, Vol.26 (4), p.540-565
Main Author: Wu, Hung-Che
Format: Article
Language:English
Subjects:
Behavior
Casinos
Corporate image
Customer satisfaction
Customer services
Focus groups
Influence
Marketing
Perceptions
Quality of service
Studies
Tourism
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description Purpose This study aims at identifying the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is used as a framework to synthesize the effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions of customers in the gaming industry. Design/methodology/approach The data used in this study were based on a sample of 470 at a newly built casino in Macau. Data were analyzed using exploratory factor analysis and regression analysis. Findings The findings support using a multi-level model consisting of three primary dimensions and 10 sub-dimensions to conceptualize and measure perceived service quality. Perceived service quality significantly influences perceived value and corporate image respectively. In addition, perceived value and corporate image are main determinants of customer satisfaction. Also, customer satisfaction and corporate image significantly affect behavioral intentions. Originality/value This is the first study synthesizing behavioral intentions, customer satisfaction, perceived value, corporate image and perceived service quality in a Macau casino setting.
doi_str_mv 10.1108/APJML-03-2014-0049
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source ABI/INFORM Global; Emerald:Jisc Collections:Emerald Subject Collections HE and FE 2024-2026:Emerald Premier (reading list)
subjects Behavior
Casinos
Corporate image
Customer satisfaction
Customer services
Focus groups
Influence
Marketing
Perceptions
Quality of service
Studies
Tourism
title The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments
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