Journal of the Korean Society of Cosmetology 2007;13(3):1167-1175.
뷰티살롱 서비스품질과 고객만족과의 관계 연구
배영수
Research Papaer : A Study on the Relationship Between Service Quality and Customer Satisfaction in the Beauty Salon
Young Soo Bae
Abstract
The purpose of this study is to look into the decisive factors of a beauty salon`s service evaluation and to research how they affect the relationship between the Service Quality and Customer Satisfaction. The results of this research are the following; First, according to the result of verifying hypothesis Firstly, ``Service quality (Response) has a significant influence on the customer satisfaction``), It has shown that Service Quality (Response) has a positive effect on the customer satisfaction statistically by 5%. Second, the outcome of studying the hypothesis Secondly, ``Service Quality (Convenience) plays an important role in the customer satisfaction), has shown that Service Quality (Convenience) has a positive effect on the Customer Satisfaction as much as Service Quality (Response). This research suggests the following two facts. One is that the beauty salon should provide high-quality services for the customers. For instance, they should try their best to minimize the time for the customers to wait for the service and keep their promise with the customers with minute personal consideration. They should not only charge the most reasonable price but they also constantly develop their skills. The other is that the most crucial goal for the management of the beauty salon is to confirm repeat customers as much as possible. In order to confirm the repeat customers, Response and Convenience plays an important part, which means most customers would like to be treated more hospitably while visiting the beauty salon. Therefore the beauty salon has to improve the ability to treat and entertain the customers warmly. I cannot help but point it out as a limitation of this research that there is a fundamental limitation which is how and how many to abstract the samples from the total groups. I have to figure it out in the study afterwards.
Key Words: Service Quality, Response, Convenience, Customers Satisfaction


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