TY - JOUR
T1 - A casino-induced satisfaction of needs
T2 - scale development and its relationship with casino customer loyalty
AU - Tsai, Henry
AU - Hsu, Cathy H.C.
AU - Lee, Louisa Yee Sum
N1 - Publisher Copyright:
© 2016 Informa UK Limited, trading as Taylor & Francis Group.
PY - 2017/9/2
Y1 - 2017/9/2
N2 - 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.
AB - 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.
KW - Customer satisfaction
KW - Maslow’s hierarchy of needs
KW - casino
KW - customer loyalty
KW - induced needs
UR - http://www.scopus.com/inward/record.url?scp=85006961486&partnerID=8YFLogxK
U2 - 10.1080/10548408.2016.1260520
DO - 10.1080/10548408.2016.1260520
M3 - Article
AN - SCOPUS:85006961486
SN - 1054-8408
VL - 34
SP - 986
EP - 1000
JO - Journal of Travel and Tourism Marketing
JF - Journal of Travel and Tourism Marketing
IS - 7
ER -