카지노 딜러의 서비스 교육훈련에 대한 중요도 만족도 연구

Abstract

The casino industry needs many human resources as service industry. Especially, the role of dealer who service to customers is the most important in Casino. The statics analysis of collected materials was made by the use of the SPSS WINDOWS 12.0 statics package and through empirical analysis the results and implication of the study were as follows; First, the analyzing result of the differences between importance and satisfaction level of each question of service education, there was difference between them. From content of education, lecturer and job relation sectors, the satisfaction level was lower than importance level in these three items. Therefore the casino education instructor and lecturer should understand dealer's needs and desires, and develop and provide service-training program reflecting those understanding continually to increase dealer's satisfaction to education of service. Second, according to IPA analysis, preparation of lecturer, practical training and in-house trainer training, and lecture topics and the correspondence of lecture contents were located on the 1st quadrant, so these parts should be maintained continuously. The instructor's professionalism, Consistency of education and systematic of training were located in forth quadrant, so these were the characteristics, where the efforts of improvement to be concentrated. Third, the in-house trainer's education of male was located on third quadrant, while female on first quadrant. These meant that female recognized importance to in-house trainer education, while male recognized in-house trainer education low both importance and satisfaction level, so this point should be considered. Therefore, this study suggested training of male in-house trainers as alternative plan. This study could be important role in this period, when Casino industry is placing as healthy leisure industry, in suggesting direction service education and setting up service education system by understanding present status of service education provided in Casino as there are little existing studies on the casino service education.