Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
Position of F&B Service and Customers’ Perception of F&B Service Quality and Revisit Intention in Casino Operations
- Journal of Tourism Sciences
- Abbr : JTS
- 2018, 42(9), pp.11-28
- DOI : 10.17086/JTS.2018.42.9.11.28
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
김정아 1, Chong,Yu-kyeong 1
1세종대학교
Excellent Accredited
ABSTRACT
The purpose of this study was to examine the perception of F&B service quality at a foreigners-only casino, which is known as a high value-added industry, and to study how F&B service quality at the casino affects customer satisfaction and revisit intention. In the research results, casino F&B service was recognized as a very important component that was divided into a total of four factors: food service, customized service, service environment, and image of employees. The three factors affecting customer satisfaction were food service, service environment, and image of employees. Only the food service and customized service factors significantly affected the retention of customers. Also, customer satisfaction of casino F&B services was found to have a positive (+) impact on revisit intention. As shown in the research results, the factors that customers perceived to be the most important relating to F&B service quality had a significant effect on customer satisfaction and revisit intention. Therefore, based on such results, it can be concluded that F&B service quality improvement plans proposed in this study can provide casinos with new F&B marketing information to maximize sales by improving satisfaction levels and increasing revisit intention.
Statistics
-
559 Viewed
-
1 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
곽강희
/ 2007
/
Impacts of Casino's Service Quality and Visitors' Behavioral Characteristics on Their Attitude toward: An Application of Log-likelihood Ratio Test
/ 관광학연구
/ 한국관광학회
31(6)
: 93~113
[journal]
구효진
/ 2010
/
Difference of Casino Visitor Motivation and Choice Attribute by Customers’ Characteristics
/ 관광학연구
/ 한국관광학회
34(9)
: 313~336
[journal]
구효진
/ 2010
/
Study on Foreign Customers' Casino visiting Motivation, Choice Attribute and Satisfaction of Foreign Casinos in Korea
/ 관광레저연구
/ (사)한국관광레저학회
22(4)
: 283~300
[journal]
권성태
/ 2004
/ 호텔식음료 서비스품질 요인이 고객만족 및 재구매의도에 미치는 영향에 관한 연구
/ 관광서비스연구
4(2)
: 127~150
[journal]
김대관
/ 2012
/
A Study on the Effects of the Quality of Service at Foreigners-Only Casinos in Korea on Customer Satisfaction and Behavioral Intent: Focusing on the Chinese Gamblers of the Casinos
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
21(1)
: 177~192
[confproc]
김대관
/ 2011
/ 국내 외국인 전용 카지노의 지역별 서비스에 대한 인식 차이: 중국인 카지노 이용 고객을 대상으로
/ 제주관광학회 학술대회
/ 제주관광학회
: 533~546
[journal]
김동준
/ 2012
/
Effects of Casino Service Quality on Customer Satisfaction and Revisit Intention
/ 한국엔터테인먼트산업학회논문지
/ 한국엔터테인먼트산업학회
6(3)
: 59~69
[journal]
김상혁
/ 2012
/
The Effect of Nationality and Travel Behavior of Customers on Casino Sales Using A Quantile Regression Model: Focused on The G Casino in Korea
/ 관광레저연구
/ (사)한국관광레저학회
24(7)
: 355~370
[book]
김재민
/ 1992
/ 현대호텔경영론
/ 대왕사
[journal]
류시영
/ 2009
/
The Reexamination of the Relationship between Tourist Satisfaction and Revisit Intention: The Mediating Effect of Changed Attitude
/ 관광레저연구
/ (사)한국관광레저학회
21(2)
: 89~104
[confproc]
박희욱
/ 2006
/ 카지노호텔식음료서비스 품질요인이 고객만족, 신뢰 및 재구매 의도에 미치는 영향에 관한 연구
/ 한국마케팅과학회 학술대회발표논문집
/ 한국마케팅과학회
: 321~340
[journal]
서미옥
/ 2010
/
The Difference of VIP Customers' Characteristics and Role of Recovery Satisfaction and Customer Share in Case of Service Failure at the Casinos for Foreigners
/ 관광레저연구
/ (사)한국관광레저학회
22(2)
: 171~186
[journal]
서원석
/ 2012
/
Contents Analysis on Korean Casino Industry Transition and Changes in Korean Casino's Perception
/ 관광학연구
/ 한국관광학회
36(3)
: 103~128
[journal]
소국섭
/ 2007
/
Impacts of the Expectation Disconfirmation of Casino's Service Quality on Consumers' Intention to Revisit and Recommend and Overall Satisfaction
/ 호텔관광연구
/ 한국호텔관광학회
9(2)
: 43~56
[journal]
송성진
/ 2010
/
A Study of the Influences of F&B Event on the Hotel Image, Customer Satisfaction, and Repurchase Intention: Focused on the Deluxe Hotels in Busan
/ 호텔관광연구
/ 한국호텔관광학회
12(4)
: 64~80
[journal]
송지준
/ 2006
/
Impacts of Physical Evidence and Relationship Marketing on the Customer's Trust and Satisfaction of Korean Domestic Casino
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
15(1)
: 183~204
[journal]
송학준
/ 2014
/
Korea Casino’s Development Plan for Casino Market Change
/ 관광연구
/ 대한관광경영학회
29(5)
: 1~22
[journal]
송학준
/ 2015
/
Development Strategy for Korean Casino Industry in Response to the Era of Integrated Resort
/ 관광레저연구
/ (사)한국관광레저학회
27(11)
: 231~251
[journal]
양영근
/ 2009
/
The Effect of Casino Service to Customers' Satisfaction and Loyalty -Focus on Jeju Island Foreigner Exclusive Casino-
/ 관광경영연구
/ 관광경영학회
13(1)
: 51~70
[journal]
양태석
/ 2002
/ 패밀리 레스토랑의 고객만족 IPA 분석에 관한 연구
/ 한국조리학회지
8(2)
: 173~195
[other]
유성만
/ 2017
/ 카지노 산업: 2분기는 슬로우한 카지노 업종
/ HMC 리서치, Industy Note, 6
[journal]
윤대균
/ 2012
/
The Structural Relationship Among Casino Customer's Relational Benefits, Trust, Customer Satisfaction and Relationship Retention Intention - Focusing on the Guests who has used in Kangwon Land Casino -
/ 대한경영학회지
/ 대한경영학회
25(5)
: 2413~2432
[journal]
윤지환
/ 2010
/
The Effect of Casino Service Quality on Customer Satisfaction and Behavior Intention: A Focus on Foreigner Exclusive Casino in Korea
/ 관광학연구
/ 한국관광학회
34(7)
: 257~276
[book]
이군희
/ 2015
/ 연구방법론의 이해
/ 북넷
[journal]
이범찬
/ 2007
/ 외식업체의 식음료 서비스품질이 고객만족에 미치는 영향 연구
/ 서비스산업연구
4(1)
: 95~113
[journal]
이애주
/ 2003
/
Effect of the Service Quality of Foodservice Industry on Customer Satisfaction, Revising Intention, and Oral Transmitting Intention
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
12(1)
: 191~213
[journal]
이용기
/ 2005
/
Scale Development of Casino-gambling Motivation and Its Validity Analysis
/ 관광학연구
/ 한국관광학회
29(2)
: 423~441
[book]
이유재
/ 1995
/ 서비스 마케팅
/ 학현사
[journal]
이유재
/ 1996
/ 서비스 산업의 현황에 대한 실증연구
/ 소비자학 연구
7(2)
: 129~157
[journal]
이정철
/ 2008
/
Prosperity of Korea Casino Industry
/ 한국콘텐츠학회 논문지
/ 한국콘텐츠학회
8(9)
: 218~225
[book]
이정학
/ 1998
/ 호텔식음료실무론
/ 세종출판사
[journal]
이주형
/ 2005
/ 카지노 CRM 전략 소구
/ 관광경영연구
23(단일)
: 387~406
[book]
이충기
/ 2009
/ 카지노산업의 이해
/ 대왕사
[journal]
이충기
/ 2011
/
Market Segmentation of Casino Visitors: Case of Japanese and Chinese Tourists to Korea
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
20(1)
: 159~172
[journal]
이충기
/ 2011
/
Comparative Analysis of Residents' Perception and Support for Casino Development between Korea and Japan
/ 관광연구
/ 대한관광경영학회
26(3)
: 361~376
[journal]
이형래
/ 2013
/
mportance-Performance Analysis of Wine Specific Restaurant`s Servicescape, Customer Satisfaction and Revisit Factors.
/ 외식경영연구
/ 한국외식경영학회
16(4)
: 161~184
[journal]
오흥진
/ 2015
/
The Effects of the Components of Hotel Food and Beverage Service Quality on Customer Emotions, Customer Satisfaction and Revisit Intentions.
/ 관광경영연구
/ 관광경영학회
19(3)
: 127~149
[journal]
정경옥
/ 2005
/
A Study of Customer Satisfaction upon to the Service Quality in Restaurants
/ 한국생활과학회지
/ 한국생활과학회
14(1)
: 193~208
[journal]
정용해
/ 2007
/ 호텔카지노부문: 호텔식음료의 서비스 질과 고객만족 및 충성도의 인과관계
/ 호텔리조트연구
6(2)
: 45~64
[journal]
정인준
/ 2012
/
Improvements of Service Quality for Attracting Chinese Casino Gamblers: Using Revised IPA
/ 관광레저연구
/ (사)한국관광레저학회
24(1)
: 201~218
[book]
정충영
/ 2003
/ 한글용 SPSS 10.0 SPSS WIN을 이용한 통계분석
/ 무역경영사
: 141~
[confproc]
조광익
/ 2015
/ 국내 카지노 연구의 현 단계: 연구동향과 시사
/ 제78차 (사)한국관광학회 국제학술발표대회집
/ 한국관광학회
: 927~945
[journal]
조문수
/ 2007
/
An Importance-Performance Analysis of Korean Food
/ 관광연구
/ 대한관광경영학회
22(1)
: 265~297
[journal]
최승담
/ 2009
/
An Analysis of Facility Preference According to Types of Casino Resort Visitor's Motivation:Focused on Kangwonland Casino Resort
/ 관광레저연구
/ (사)한국관광레저학회
21(1)
: 87~105
[journal]
한종헌
/ 2016
/
The Effect of the Components of Hotel Food & Beverage Service Quality on Customer Satisfaction and Brand Loyalty
/ Culinary Science & Hospitality Research
/ (사)한국조리학회
22(5)
: 277~294
[other]
Ameristar Casinos
/ 2011
/ Form 10-k for the year ended december 31, 2010
/ US Securities and Exchange Commission
[journal]
Bitner, M. J.
/ 1992
/ Servicescapes: The impact of physical surrounding on customers and employees
/ Journal of Marketing
56(2)
: 57~71
[journal]
Bitner, M. J.
/ 1994
/ Encounter satisfaction versus overall satisfaction versus quality
/ Service quality : New directions in theory and practice
34
: 72~94
[journal]
Brady, M. K.
/ 2001
/ Some new thoughts on conceptualizing perceived service quality : A hierarchical approach
/ Journal of Marketing
65(3)
: 34~49
[journal]
Cronin Jr, J. J.
/ 1992
/ Measuring service quality : A reexamination and extension
/ Journal of Marketing
56(3)
: 55~68
[journal]
Gao, B. W.
/ 2015
/ The effects of transaction-specific satisfactions and integrated satisfaction on customer loyalty
/ International Journal of Hospitality Management
44
: 38~47
[other]
George, D.
/ 2001
/ SPSS for windows
/ Step by Step, A pearson Education Company
[web]
GGB Staff
/ 2010
/ Test of time
/ Global Gaming Business Magazine
/ http://ggbmagazine.com/issue/vol-9-no-12-december-2010/article/test-of-time
[journal]
Hemmit, W. E.
/ 1996
/ Going beyond important performance analysis to analyze the observanceinfluence of Park impact
/ Journal of Park and Recreation Administration
14(1)
: 45~62
[other]
Harris, S.
/ 2011
/ Casino dining captures customers
/ Casino Journal
[journal]
Hellier, P. K.
/ 2006
/ Customer repurchase intention : A general structural equation model
/ European Journal of Marketing
37(11)
: 1762~1800
[journal]
Jacoby, J.
/ 1973
/ Brand loyalty vs. Repeat purchasing behavior
/ Journal of Marketing Research
10(1)
: 1~9
[journal]
Johnson, L.
/ 2004
/ Casino atmospherics from a customer's perspective : A re-examination
/ UNLV Gaming Research & Review Journal
8(2)
: 1~10
[journal]
Kalargyrou, V.
/ 2012
/ Estimating the effect of racino restaurant sales on slot wagering volume
/ International Journal of Contemporary Hospitality Management
24(7)
: 1088~1099
[book]
Kotler. P.
/ 2003
/ Marketing for hospitality and tourism
/ Prentice-Hall
[journal]
Lucas, A.
/ 2003
/ The determinants and effects of slot servicescape satisfaction in a Las Vegas hotel casino
/ UNLV Gaming Research & Review Journal
7(1)
: 1~19
[journal]
Lucas, A. F.
/ 2003
/ Measuring the effect of casino-operated restaurant volume on slot machine business volume: An exploratory study
/ Journal of Hospitality & Tourism Research
7(1)
: 101~117
[journal]
Martilla, J. A.
/ 1977
/ Importance-performance analysis
/ Journal of Marketing
41(1)
: 77~79
[journal]
McCain, S. L. C.
/ 2005
/ Service quality gap analysis toward customer loyalty : Practical guidelines for casino hotels
/ International Journal of Hospitality Management
24(3)
: 465~472
[report]
OECD
/ 2017
/ Translation and verification of the survey material. PISA 2015 Technical Report
/ OECD Publishing
[book]
Oliver, R.
/ 1997
/ Satisfaction: A behavioral perspective on the consumer
/ McGraw-Hill Companies
[journal]
Parasuraman, A.
/ 1988
/ SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality
/ Journal of Retailing
64(1)
: 12~40
[journal]
Prentice, C.
/ 2013
/ Service quality perceptions and customer loyalty in casinos
/ International Journal of Contemporary Hospitality Management
25(1)
: 49~64
[journal]
Prentice, C.
/ 2012
/ Casino service quality, tiered customer segments, and casino player retention
/ Services Marketing Quarterly
33(4)
: 277~291
[journal]
Richard, M. D.
/ 1996
/ Determinants of casino repeat purchase intentions
/ Journal of Hospitality and Leisure Marketing
4(3)
: 25~39
[journal]
Roehl, W. S.
/ 1996
/ Competition, casino spending and use of casino amenities
/ Journal of Travel Research
34(3)
: 57~62
[journal]
Shiang, L. C.
/ 2005
/ Service quality gap analysis toward customer loyalty : Practical guidelines for casino hotels
/ Hospitality Management
24
: 465~472
[journal]
Suh, E.
/ 2011
/ Estimating the impact of free-play coupon value on players’ slot gaming volumes
/ Cornell Hospitality Quarterly
53(2)
: 134~143
[journal]
Suh, E.
/ 2012
/ The indirect gaming contributions of cash and comped casino dining : Does providing complimentary meals pay off at the slots?
/ International Journal of Hospitality Management
31(4)
: 1303~1310
[journal]
Suh, E.
/ 2010
/ Estimating the impact of entertainment on the restaurant revenues of a Las Vegas hotel casino : An exploratory study
/ International Journal of Hospitality Management
29(4)
: 570~575
[journal]
Tanford, S.
/ 2011
/ The indirect impact of casual dining and low-end gaming in destination and local casinos
/ International Journal of Hospitality Management
30(3)
: 486~494
[journal]
Tanford, S.
/ 2013
/ How restaurant variety indirectly impacts gaming for different casino worth segments
/ International Journal of Contemporary Hospitality Management
25(3)
: 328~345
[journal]
Wong, I. A.
/ 2012
/ Development and validation of the casino service quality scale: CASERV
/ International Journal Hospitality Management
31(1)
: 209~217
[journal]
Wong, I. A.
/ 2010
/ Examining casino service quality in the Asian Las Vegas : An alternative approach
/ Journal of Hospitality Marketing & Management
19(8)
: 842~865