The Casino Loyalty Paradigm: The Moderating Effect Of Membership Tier

Document Type

Article

Publication Date

1-1-2026

School

Marketing

Abstract

The purpose of this study was twofold: (a) to measure the mediating effect of satisfaction on the casino service quality scale–satisfaction–loyalty model, and (b) to measure the moderating effect of a tiered loyalty club (high vs. low gaming worth) on this same model. Drawing from a casino sample in the southeastern region of the United States, this study reveals a significant mediation effect of satisfaction on the casino service quality–satisfaction–loyalty model. Furthermore, the casino service quality–satisfaction–loyalty model is moderated by a tiered loyalty club. These results provide theoretical and pragmatic implications for both tourism scholars and gaming professionals to understand consumer behaviors in the gaming industry.

Publication Title

International Journal of Hospitality and Tourism Administration

Volume

27

Issue

1

First Page

1

Last Page

30

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