| 미용실 서비스품질이 고객만족 및 재이용의도에 미치는 영향 |
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최병숙, 김혜란, 임은진 |
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| Recearch Paper : An Effect of Beauty Service Quality on Customer Satisfaction and Intention for Revisit |
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Byung Sook Choi, Hye Ran Kim, Eun Jin Im |
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| Abstract |
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This study was conducted to suggest service quality and customer satisfaction strategies based on customer values of beauty shop brands that are required to have market competence and take leadership roles in the market. A survey was made by a sampling method in the beauty salons located in Seoul and Gyeonggi that are normally operated during the survey by selecting beauty salons-using customers as those who surveyed. The questionnaires of total 380 copies collected from September 1 to September 15, 2009 were used for the final analysis. The following are the findings of this study: From the theoretical perspective, there were five findings: first, the unique service quality of beauty shop brands that were substantially examined in this study consisted of five factors, which were physical environment, customer service, professionalism, mutual relativity, and reliability. Second, as for the effect of beauty service quality on customer satisfaction, reliability, mutual relativity, customer service, and professionalism had positive influences on customer satisfaction. Third, there were catalytic roles and quantitative importance between beauty service quality and customer satisfaction. |
| Key Words:
Beauty service quality, Customer satisfaction, Revisit |
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