The primary purpose of this inquiry was to reexamine casino service quality scale development in a major U.S. gaming market. A secondary objective was to then examine this relationship with the satisfaction and loyalty constructs, as the structural connection among service quality, customer satisfaction, and customer loyalty has been established as an indicator of retention. This examination fills a research gap by investigating different service factors in casino resort operations with distinct, measurable items. Both exploratory and confirmatory factor analysis were employed in the investigation. The four casino service quality factors that emerged were gaming service, restaurant service, hotel service, and cleanliness. This model clearly deviates from previous attempts at casino service quality scale development, and we posit that the scale in this research is more actionable for managers. Our findings indicated that the second order model, CASQUAL, was directly related to customer loyalty and customer satisfaction.

本次调查的主要目的是重新审视美国主要博彩市场的赌场服务质量规模发展。第二个目标是检查这种与满意度和忠诚度结构的关系，因为服务质量、客户满意度和客户忠诚度之间的结构联系已被确定为保留指标。该检查通过使用不同的、可衡量的项目调查赌场度假村运营中的不同服务因素，填补了研究空白。调查中采用了探索性和验证性因素分析。出现的四个赌场服务质量因素是游戏服务、餐厅服务、酒店服务和清洁度。这种模式明显偏离了以往赌场服务质量规模发展的尝试，我们假设这项研究中的量表对管理者来说更具可操作性。我们的研究结果表明，二阶模型 CASQUAL 与客户忠诚度和客户满意度直接相关。