Influence of perceptual factors of a responsible gambling program on customer satisfaction with a gambling firm

• Abarbanel, Brett ^{[1] [2]} ; Cain, Lisa ^[3] ; Philander, Kahlil ^{[4] [5]}
  1. [1] University of Nevada, Las Vegas

     University of Nevada, Las Vegas

     Estados Unidos

     
  2. [2] University of California Los Angeles

     University of California Los Angeles

     Estados Unidos

     
  3. [3] Florida International University

     Florida International University

     Estados Unidos

     
  4. [4] Washington State University

     Washington State University

     Estados Unidos

     
  5. [5] University of Sydney

     University of Sydney

     Australia

     

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• Localización: Economics and Business Letters, ISSN-e 2254-4380, Vol. 7, Nº. Extra 4, 2018 (Ejemplar dedicado a: Gambling Economics and Management), págs. 144-155
• Idioma: inglés
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• Resumen

  • 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.