| 메이크업 서비스 요인이 고객만족도에 미치는 영향 |
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이정원, 김정희 |
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| Research Paper : The Influence of Make Up Service Factors on Customer Satisfaction |
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Jung Won Lee, Jeong Hee Kim |
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| Abstract |
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In order to discover the influence of make up service factors on customer satisfaction, this study conducted survey research aimed at 652female adults who received make up service in make up related shops in Seoul and Gyeonggi-regions. As a result of analyzing the correlation between make up service factors and customer satisfaction, ``technique``, ``image and kindness``, and ``service environment ``factors had a high correlation with customer satisfaction. And customer satisfaction had a high correlation with revisitation and word of mouth. As a result of carrying out a regression analysis of the influence of the make up service factors on customer satisfaction, ``technique``, ``service environment``, and ``image and kindness` were found to have an influence on customer satisfaction. Customersatisfaction was shown to have a positive (+) influence on revisitation and word of mouth. Among others, ``technique`` and ``image and kindness`` took 58% of the total explanation power of 75%; thus, it is proved that personnel service is of importance for a make up artistas it plays a very high part in customer satisfaction. So make up artist must try to have professional technique and kindness. Also, if even reasonable service cost and quality cosmetics may be added along with improvement of service environment, customer satisfaction will become higher and this will lead to revisitation and word of mouth. Ultimately, this survey should reinforce the competitiveness of makeup shops and be of service to the make up industry. |
| Key Words:
Customer satisfaction, Make up, Service |
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