This study identified the cause-and-effect relationship of security management service
quality by empirically analyzing whether the performance factors affecting the casino industry
are improved when the quality of the security management service is improved.
For this, Partial Least Squares (PLS) that can deduce the structural relationship between
variables was used. To verify the representativeness of the population, SPSS 19.0 was utilized
in a demographic analysis, a independent T-test and Scheffe test.
The analysis of the data revealed that the casino industry must preferentially manage
assurance, empathy, and security to improve the casino security management service quality,
and that, of these, security was the most important factor.
To help improve service quality, a theoretical and empirical basis that can consider the
importance and priority of individual factors was presented based on the result of this
analysis. It also revealed that the security management service is an essential factor for stable
business activities of casinos. Further, the importance of the role of the security management
service in business strategy formulation for improving the industry performance was
recognized through the study results. A service quality improvement method was provided
by focusing on the factors that must be preferentially considered for service quality
improvement; moreover, implications that can predict the results of such method were