An empirical investigation of antecedents and consequences of loyalty for local casino customers

The primary purpose of this exploratory study was to examine the antecedents and consequences of loyalty relationship in the gaming industry. Building upon a conceptual framework of loyalty, this study proposed and tested a reduced model to investigate the relationship between the loyal behavior and its three antecedents: confidence, emotion, and switching cost. This study also looked at the variation of customer' spending across service lines relative to customer loyalty. Data were collected from 250 local casino customers who are members of a frequent player program in Las Vegas, Nevada. Multiple regression analysis and t test were employed to analyze the data; This study found that emotion and switching cost positively influence gaming loyal behavior. It was also found that the high loyalty customers spent more than low loyalty customers on other revenue centers such as buffet, Italian Restaurant, coffee shop and special events. Results indicated that casino management should increase the customer emotional attachment and switching cost to develop customer loyalty.

Name thesis:degree_name

Master of Science (MS)

Level thesis:degree_level

Thesis

Discipline thesis:degree_discipline

Hotel Administration

Grantor dc:publisher

University of Nevada, Las Vegas

Year

2000

Author dc:creator

• Sui, Junjian

Contributors dc:contributor

• Seyhmus Baloglu

Statement dc:rights

• IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

Language dc:language

English

Identifier

https://oasis.library.unlv.edu/rtds/1159

OAI identifier oai:identifier

oai:oasis.library.unlv.edu:rtds-2158