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

Brett Abarbanel, Lisa Cain and Kahlil Philander

Economics and Business Letters, 2018, vol. 7, issue 4, 144-155

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.

Date: 2018
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