The study finds that the gaming experience makes a substantial contribution to overall satisfaction. Within this measure, slot and other machine games are three times as important as table games.
By offering Las Vegas-style excitement—without the hassle and expense of long-distance travel and hotel stays—local Indian gaming casinos are increasingly becoming a popular entertainment option for California and Arizona residents.
According to a new study by J.D. Power and Associates, having the right games available at the right time is critical to gaming casino customer satisfaction, and satisfaction declines considerably when customers are unable to play the games they want.
The J.D. Power and Associates 2009 Indian Gaming Casino Satisfaction StudySM measures overall casino customer satisfaction based on performance in five key measures (listed in order of importance):
The study finds that satisfaction with the gaming evaluation measure declines considerably—by more than 50 points—when customers are unable to play the games they want, when they want, at their preferred monetary denomination.
“Regardless of the type of game a player is seeking, the availability of that specific game at the desired denomination is paramount to the player’s experience,” said Michael Drago, director of the global hospitality and travel practice at J.D. Power and Associates. “When players are denied the opportunity to wager, they keep the money in their pocket—which represents lost potential revenue for the casino.”
2009 Indian Gaming Casino Satisfaction Study
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