| 탈모관리 서비스품질이 서비스가치와 고객만족도 및 애호도에 미치는 영향 -헤어살롱과 병원을 중심으로- |
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정미영, 이주영 |
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| Research Paper : A Practical Study of Influences of the Service Quality of Hair Loss Treatment for Service Value, Customer Satisfaction, and Customer Loyalty -In case of Hair Salons and Medical Clinics- |
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Mee Young Jeoung, Ju Young Lee |
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| Abstract |
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This study is for improvement of the service quality of the hair loss treatment business, so it aimed at customers who use the hair loss treatment. And it also has an aim to present a direction of the customer developing strategy and an improvement of the service quality of the hair loss treatment business as showing influences on the customer loyalty by measuring and analyzing of the service value and the customer satisfaction and understanding of the service quality which customers perceive. The subjects of this study are located in the Metropolis of Seoul and other Metropolitan cities, and to customers of the hair loss treatment who visit hair salons and medical clinics for the hair loss treatment, This study used a method of questionnaire. First of all, set up seven research hypotheses and surveyed 46-questions for 700 customers. A result of this study is as follows. In a result above, we could recognize that the service quality factors of the hair loss treatment influence the service value or the customer satisfaction and the customer loyalty positively. This means that when the service quality value or the satisfaction is high, the customers who use the hair loss treatment could be loyal customers with the high customer loyalty. And it could be also understood that when general service quality increase, the accompany increase of the service value or the customer satisfaction could make the customer loyalty high. In this result, This study concluded that salons would develope the management programs not for the customers in proceeding of the hair loss but for the customers in sign status of the hair loss in purpose of prevention of the hair loss. However, the hair loss treatment in medical clinics usually helps the customers in proceeding of the hair loss. This phenomenon is analyzed that the customer service and the treatment circumstances are important as well as the medical treatment and shows that the medical clinics should be fulfilled in various and continuous education support for developing the treatment service of professional and technical manpower. |
| Key Words:
Service Quality, Service Value, Customer Satisfaction, Customer Loyalty Hair Loss Treatment |
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