| 미용실 직원서비스품질이 고객만족과 재방문의도에 미치는 영향 |
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김서희, 지정훈 |
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| Research Paper : The Influence of Beauty Salon Employees` Service Quality on Customer Satisfaction and Intention for Revisit |
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Seo Heui Kim, Jeong Hun Ji |
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| Abstract |
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The purpose of study is to improve a management strategies on beauty salon. It was to interrelationships between beauty salon employees` service quality and customer satisfaction, Intention for revisit in beauty salon. A SPSS WIN Ver. 14.0 was used for data processing and analysis of this study. The statistical techniques for data analysis were descriptive statistics, frequency, correlation analysis, factor analysis, reliability analysis, regression analysis. Total 379 questionnaires were statistically disposed of through May 20, to June 19, 2012 on beauty salon customers in kwang ju. The author conducted a survey for customers who experienced beauty salon services and performed regression analysis to test the hypothesis. The following are the finding of this study. The result showed that employees service quality were identified that significantly affect customers satisfaction and intention for revisit. In addition customers satisfaction has signification impact on the intention for revisit. Therefore customers satisfaction is very important effect between service quality and intention for revisit. For customers satisfaction, it is being asked to make an authenticity for custumers, a bright appreance and express, in addition to providing speedy service, professionalism, reliability, mutual relativity. Moreover, it is time to beauty shop to a positive and systematic method, a concentrated effort to improve employees training, seminars and investment in human capital in order to deliver the best service possible. |
| Key Words:
Employees` service quality, Customer satisfaction, Intention for revisit |
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