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Pregled bibliografske jedinice broj: 791058

Zbornik radova

Autori: Marković, Suzana; Dorčić, Jelena; Krnetić, Monika
Naslov: Customers’ expectations and perceptions of casino service quality in Croatia
( Customers’ expectations and perceptions of casino service quality in Croatia )
Izvornik: SGEM2014 Conference Proceedings of International Multidisciplinary Scientific Conferences on Social sciences and Arts (SGEM), Book 2, Volume 4Sofia, Bulgaria :
Skup: International Multidisciplinary Scientific Conference on Social Sciences and Arts SGEM2014
Mjesto i datum: Albena, Bugarska, 02-09.09.2014.
Ključne riječi: service quality ; SERVQUAL ; statistical analysis ; casino ; Croatia
( service quality ; SERVQUAL ; statistical analysis ; casino ; Croatia )
Sažetak:
The importance of service quality and service quality measurement has been recognized in most service industries. Customers understand quality as a comparison of expected service and their perceptions of the actual level of provided service. The study aims to contribute to the knowledge of service quality measurement in casino settings by providing a conceptual framework and measurement scale. The purpose of the research is to explore service quality expectations and perceptions in three casinos in Croatia, based on a modified SERVQUAL scale. Descriptive statistical analysis was used to assess the expectations and perceptions of casino customers. Exploratory factor analysis was conducted to determine key factors that explain customers’ expectations and perceptions of casino service quality. Furthermore, reliability analysis was performed to test the reliability of the scale and the inner consistency of extracted factors. The results of this study are beneficial to casino managers who observe that customers have become more demanding in terms of service quality. Implications, limitations and directions for future studies are discussed.
Rad je indeksiran u
bazama podataka:
Conference Proceedings Citation Index - Social Science & Humanities (CPCI-SSH) (sastavni dio Web of Science Core Collectiona)
Vrsta sudjelovanja: Predavanje
Vrsta prezentacije u zborniku: Cjeloviti rad (više od 1500 riječi)
Vrsta recenzije: Međunarodna recenzija
Izvorni jezik: eng
Kategorija: Znanstveni
Znanstvena područja:
Ekonomija
URL Internet adrese: http://apps.webofknowledge.com/full_record.do?product=WOS&search_mode=GeneralSearch&qid=80&SID=D2QZvOECpiBUF2MXRZF&page=1&doc=1
Upisao u CROSBI: Jelena Dorčić (jdorcic@fthm.hr), 21. Pro. 2015. u 22:29 sati



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