Journal of the Korean Society of Cosmetology 2018;24(3):526-532.
Published online June 30, 2018.
미용 서비스품질이 고객만족도 및 재방문의도에 미치는 영향
전홍신, 박동은
The Effects of Beauty Service Quality on Customer Satisfaction and Revisit Intention
Hong-shin Jeon, Dong-eun Park
Abstract
The purpose of this study is to identify the effects of beauty service quality has on customer satisfaction and revisit intention in order to build and provide customer service-centered strategies and to gain loyal customers. Also, this study aims to provide the basis for improving service quality and establishing business strategies with a new service strategy by offering high-quality beauty service in the field. For the study 443 people were surveyed, and the research hypothesis was verified by using multiple regression analysis. As a result, first, all the empathy, responsiveness, trust, tangibility, and certainty are statistically significant. Second, out of five factors of service quality, tangibility, trust, certainty, and empathy were statistically significant on the revisit intention, but responsiveness was rejected to be partially accepted. Third, the customer satisfaction was statistically significant on the revisit intention.
Key Words: Beauty services, Customer Satisfaction, Revision inquiry, Service quality, SERVQUAL


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