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

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  • Brett Abarbanel
  • Lisa Cain
  • Kahlil Philander

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.

Suggested Citation

  • Brett Abarbanel & Lisa Cain & Kahlil Philander, 2018. "Influence of perceptual factors of a responsible gambling program on customer satisfaction with a gambling firm," Economics and Business Letters, Oviedo University Press, vol. 7(4), pages 144-155.
    • Handle: RePEc:ove:journl:aid:12862
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    File URL: https://reunido.uniovi.es/index.php/EBL/article/view/12862
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