The Relationship between Quality of Beauty Service and Satisfaction Perceived Customer Using Social Network Service

Lee, Ye-song; Yang, Eun-jin

Journal of the Korean Society of Cosmetology 2019;25(4):900-908.
Published online August 31, 2019.

소셜 네트워크 서비스 이용고객이 지각하는 미용서비스품질과 만족도의 관계

이예송, 양은진

The Relationship between Quality of Beauty Service and Satisfaction Perceived Customer Using Social Network Service

Ye-song Lee, Eun-jin Yang

Abstract

With the development of information communication and the spread of mobile devices, social networking services became available without restrictions on spac-time, efforts are also urgently needed in the beauty industry sector to find marketing methods using SNS. In this study, we sought to obtain prior information on hair beauty services through SNS and to examine the quality and satisfaction of beauty services recognized by visiting beauty consumers. We analyzed the difference in the quality and satisfaction of beauty service according to the usage status of SNS, and found out about the effect of beauty service quality on customer satisfaction. As a result of this study, dimensions of beauty service quality have been shown to be professional, empathic and technical, and customer satisfaction has been shown to be single dimension. It has been shown that there are differences in beauty service quality and satisfaction according to SNS usage status, and beauty service quality has been shown to significant positive influence on customer satisfaction. As a result of this study, the beauty market will need to have various skills, service education, and marketing development training to enhance the quality of beauty services favored by SNS users. Subsequent studies are thought to need to study the quality of beauty services by subdividing the various SNSs used by customers by type.

Key Words: Beauty Service Quality, Satisfaction, SNS(Social Network Service)