| 헤어미용업의 서비스품질과 고객충성도의 관계에서 베이비부머세대의 조절효과 |
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박선이 |
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| Research Paper : The Moderating Effects of the Baby-boomer Generation in Relations between the Service Quality of Hairdressing Business and Customer Loyalty |
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Sun Yi Park |
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| Abstract |
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This study is to investigate the effects of the service quality of hairdressing business on customer in service industry. Especially, it is to examine whether the effects of the service quality of hairdressing business on customer loyalty differ according to the baby-boomer generation. The results of empirical analysis are summarized as follows. It is investigated that the responsiveness, the assurance, and the empathy of service quality each have statistically significant influences on customer loyalty. And the assurance of service quality is the most important factor that has the strongest influence on customer loyalty. Above all, the tangibility and the assurance of service quality each have a stronger influence on customer loyalty in the baby-boomer generation than in other generation. This result indicates that the service quality upon consideration of the baby-boomer generation may improve the management performance of beauty salon. |
| Key Words:
Service quality, Customer loyalty, Baby-boomer generation, Hairdressing business |
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