The Quality Of The Provision Of Services In Macau Fell

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January 30, 2023
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Macau service quality index (mgci) illustrates a decrease in the level of service providing, which is defined in the last report as «mediocre».


Mgsi was based on data analysis from «secret buyers» for 10 months (from january of this year). According to the casino service in kota on average was better than in macau central casino. Researchers visited 15 gambling facilities in the city owned by all macau operators.

For october and november 2018, the service quality index amount to 2.29 points. For the same period last year, the index amounted to 2.37. The index scale varies from zero to 3.5 (3.Five – best indicator).

Mgci created by macau gambling association. He is controled by sgs hong kong ltd., which uses «secret visitors» to evaluate personnel in 15 casinos. The level of training of workers is judged by activity, friendliness and tolerance. The latter is defined as the level of patience, manifested by employees when working with clients.

Seven main indicators were included in the last report: the condition of the locker rooms, the vigilance and politeness of the protection, transfer amenities, the qualifications of the service personnel of slot machines, the friendliness of employees for the reception, the skill of dealers. Final ratings are divided into two categories: one of them covers a casino in the cat and the other – downtown.

In rating relations on the criteria of tolerance and friendliness, the objects of the kotay coped much better than the central casino. Moreover, last year’s indicators were improved.

According to the criterion of master of dealers, there is a fall of the index in all casinos to 1.87 points. This is 17.62% less than last year: then croupier scored 2.27 points. As for friendliness, the evaluation for this criterion decreased to 0.59 (last year it was 0.84).

Mgci was based on a visit to mgm macau, mgm cotai, the venetian macao, the parisian macao, starworld hotel, city of dreams, wynn palace, wynn macau, grand lisboa, the lisboa, the jai alai and oceanus venue, altira, galaxy macau and studio city.

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