Investigating the effects of customer service on customer satisfaction in the online gaming

casino

Business Report Structure

The underlying themes are not sacrosanct, but it is highly recommended for clarity
purposes. Your word count is malleable and this document should not be treated as
prescriptive.

Chapter One

Introduction
1.1 Enquiry Overview
1.2 Objectives of the study (it should not be more than 4)
There is an insufficient understanding of consumer satisfaction towards online
gambling, which contributes to difficulties in developing policies to encourage the
use of online gambling sites. This study aims to develop measuring indicators to
assess online casino customers’ satisfaction. To go through the process of concept
mapping, after spreading the whole indicators. The objectives of the study is shown
follows:
(a) Focus on attempting to explain the motives and demographics behind online
gambling.
(b) Focus on develop and test a theoretical model of the satisfaction to an online
gambling provider.
The result of concept mapping is shown in Figure 1 below.
 online casino
customers’
satisfaction

Recency Periodicity Monetary Cost Profitability Nowness

A A A A A A

B B B

Figure 1. Result of concept mapping through foregoing indicators.

1.3 Research questions/hypotheses (maximum 4)
Providing quality service and satisfaction online casino gamblers may be important to achieve
their loyalty. The level and range of service received by members and non-members are often
vastly different despite their consumption behaviors. Such experience may affect their perception
of online casino service quality, subsequently their attitudes (the level of satisfacation) and
behaviors (repurchase). The following research questions is offered:
(a) Online casino members have higher level of satisfaction toward the casino than non-menbers.
(b) Online casino service quality has a direct effect on customer satisfacation
(c) The influence of online casino service quality on gambler satisfaction differs across various
dimensions
1.4 Background of the study
1.5 Rationale of the study
1.6 Scope and limitations of the report
1.7 Summary

Approximately 1,500 words

Chapter TWO

LITERATURE REVIEW
2.1 INTRODUCTION

2.2 CONCEPTUAL CLARIFICATIONS (You are required to use this section to explore your independent
variable. Therefore, you should start by providing definitional clarity on the meaning of topic)
2.3

2.4

2.5

2.6

2.7 SUMARY

Approximately 4000 words

CHAPTER THREE

RESEARCH METHDOLOGY
3.1 Introduction

3.2 Research paradigms (positivism and interpretivism). You must choose one and justify its use
within your dissertation

3.3 Research approach (deductive and inductive). You must choose one, depending on your research
paradigm

3.4 research strategy (case study and survey) You may choose one, depending on your research
paradigm

3.5 Data collection methods (interviews, questionnaire, sampling, ethical issues)

3.6 Strengths of the methodology

3.7 Weaknesses of the methodology

3.8 Summary

Approximately 1,500 words

Chapter 4 Data Analysis and Findings ( approx..

2500 words)
Chapter 5 Conclusion and Recommendations (approx..
1,500 words)

References