Abstract:

The consumer satisfaction study aimed at providing the customer, Casinos Austria, with practical hints concerning necessary, or desirable, improvements. Unlike concrete products or precise services, the "casino experience" is affected by a variety of factors which can often be changed on a long-term basis only (buildings, new offers). Casinos Austria used the results to systematize their efforts to optimize the quality of the experience. With regard to the representation of the experience, the emphasis is not on the methods but on the possibilities of utilization arising for a customer who needs to achieve consumer satisfaction even though the casino guest was not "lucky at gambling".