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Gaming Customer Satisfaction: An Exploratory Study

Lesley Johnson

Clark Hu

Sean Chen

With competition in the gaming industry intensifying, customer satisfaction may hold the key to the long-term fi nancial success of a casino. The primary goal of this explora tory study was to develop and test a model for gaming cus tomer satisfaction. The model is based on four constructs: Experiential Affect/Atmosphere, Chance of Winning, Cus tomer Service, and Process. A regression analysis using three of the four constructs as independent variables explained 57% of the variance in slot machine customer satisfaction. There is a need for further research to identify the additional variables that affect gaming customer satisfaction.

Journal of Travel Research, Vol. 37, No. 2, 178-183 (1998)
DOI: 10.1177/004728759803700210


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