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Position of F&B Service and Customers’ Perception of F&B Service Quality and Revisit Intention in Casino Operations

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.

Citation status

* References for papers published after 2022 are currently being built.