| 메이크업샵의 직원서비스품질이 고객만족과 구전의도에 미치는 영향 |
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윤희 |
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| The Effects of Employees' Service Quality on Customer Satisfaction and Word-Of-Mouth Intention in Makeup Shop |
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Hee Yoon |
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| Abstract |
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The excellent service quality is one of important competitiveness factors to improve direct and indirect cost efficiencies in the service industry, and reduce loss expenses of customers. In this reality, there are unsatisfactory service quality studies for makeup shop, and there are no precedent studies on employees' service quality in makeup shop. So this study is intended to look into the effects of employees' service quality on customer satisfaction and word-of-mouth intention in makeup shop, and provide data that help their service quality improvement, customer satisfaction and word-of-mouth intention in makeup shop. The SPSS v. 21.0 was used for data analysis. Data were verified within the .05 significance level through frequency analysis, descriptive statistical analysis, correlation analysis, factor analysis, reliability analysis, Cronbach' coefficient |
| Key Words:
Customer Satisfaction, Employees' Service, Makeup Shop, Service Quality, Word-of-mouth Intention |
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