Influence of Perceptual Factors of a Responsible Gambling Program on Customer Satisfaction with a Gambling Firm

Authors

Brett Abarbanel, University of Nevada, Las Vegas; University of California, Los AngelesFollow
Lisa Cain, Florida International UniversityFollow
Kahlil S. Philander, Washington State University; University of SydneyFollow

Document Type

Article

Publication Date

1-1-2018

Publication Title

Economics and Business Letters

Volume

7

Issue

4

First page number:

144

Last page number:

155

Abstract

Using data collected from customers of a Canadian provincial government-owned gambling firm, this study explores the relationship between gamblers’ perception of the organization’s commitment to responsible gambling programs and satisfaction with the firm. Results of a principal components analysis suggest that many value based judgements are closely related, and a multivariate regression model suggests that perceived adequacy of responsible gambling programs and perceived firm motives are predictive of customer satisfaction scores. We conclude that corporate social responsibility, and in particular, a commitment to responsible gambling programs, are closely related to customer satisfaction with gambling firms.

Keywords

Corporate social responsibility; Customer satisfaction; Gambling; Responsible gambling

Disciplines

Gaming and Casino Operations Management

Language

English

Repository Citation

Abarbanel, B., Cain, L., Philander, K. S. (2018). Influence of Perceptual Factors of a Responsible Gambling Program on Customer Satisfaction with a Gambling Firm. Economics and Business Letters, 7(4), 144-155.
http://dx.doi.org/10.17811/ebl.7.4.2018.144-155