Identify the key variables b. develop survey questions to measure these variables c. For each survey question you develop, describe the primary scale used RQ1 – does customers’ perception of casino staff’s friendliness affect their overall satisfaction with the service in the casino? a. Variables: Customers’ perception of casino staff’s friendliness Overall satisfaction with the service b. 1. Are you satisfied with the casino service?
o Extremely satisfied o Satisfied o Neither satisfied nor unsatisfied o Unsatisfied o Extremely unsatisfied 2. Do you think that the staffs at Crown Casino are friendly? o Yes o No c. Variable is the friendliness of the staff. Q1: Interval Q2: Nominal RQ2 – does customers’ overall satisfaction with the service in the casino differ between those who reside in Australia and those who are visiting from Asia? a. Variables: Customer’s satisfaction of Australian customers and Asia customers b. 1. What kind of location you belong to? Reside in Australia Visiting from Asia Visiting from other areas 2. Are you satisfied with the service in the casino? Extremely satisfied Satisfied
Neither satisfied nor unsatisfied Unsatisfied Extremely unsatisfied c. Q1: Nominal Q2: Interval
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