| 스파의 서비스품질이 관계몰입과 고객만족에 미치는 영향 |
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서혜원1, 이인희2 |
1서경대학교 미용예술대학원 미용예술학과
2서경대학교 미용예술대학 뷰티테라피 & 메이크업학과 |
| The Effects of Service Quality of Spa on the Relational Commitment and Customer Satisfaction |
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Hae-won Seo1, In-hee Lee2 |
1Dept. of Beauty Arts, Graduate School of Beauty and Art, Seokyeong University
2Dept. of Beauty Therapy & Make-up, College of Beauty Arts, Seokyeong University |
Correspondence:
In-hee Lee, Tel: 82-2-940-7817,
Email: neroli65@naver.com
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Received: 21 August 2020 • Revised: 29 October 2020 • Accepted: 7 January 2021 |
| Abstract |
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This study researched the effects of service quality of spa on the relational commitment and customer satisfaction. For this, the mainsurvey was conducted targeting the customers using hotel spa and brand spa in Seoul, capital area, and Jeju-do, from January 14th 2020to February 11th 2020. After distributing total 400 questionnaires, total 347 questionnaires were used for the final analysis by excluding53 questionnaires with insincere responses. The results of this study are as follows. First, in the results of understanding the demographiccharacteristics of research subjects, there were many women in sex, many subjects in their 30-39 in age, and many married subjects inthe marital status. In the highest level of education, the graduation from university was the most. In the monthly average income, the 3million-5 million won was the most while the office job was the most in occupation. Second, in the effects of service quality of spa onthe relational commitment, the subfactors of service quality such as assurance, empathy, and reliability were the important factors oncustomers’ affective commitment. The subfactors of service quality such as empathy, assurance, and tangibles were the important factorson customers’ calculative commitment. Third, in the effects of service quality of spa on the customer satisfaction, the subfactors ofservice quality such as assurance, responsiveness, reliability, and empathy had significant effects on the customer satisfaction. Fourth, inthe effects of relational commitment on the customer satisfaction, the subfactors of relational commitment such as customers’ affectivecommitment and customers’ calculative commitment had significant effects on the customer satisfaction. The results of this study showedthat the service quality of spa would be an important factor for the improvement of relational commitment and customer satisfaction |
| Key Words:
Customer Satisfaction, Relational Commitment, Service Quality, Spa |
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