Journal of the Korean Society of Cosmetology 2010;16(2):396-402.
Published online June 30, 2010.
미용실 서비스 품질이 고객만족에 미치는 영향
석유나, 임은진
Research Paper : The Effect of Service Quality in Beauty Salons on Customer Satisfaction
You Na Seok, Eun Jin Im
Abstract
This study aimed at furnishing basic data on the management strategy of beauty service for the existing service quality and customer satisfaction that affect customer satisfaction on beauty salons. A survey was made by a sampling method in the beauty salons located in Seoul and Gyeonggi that are normally operated during the survey by selecting beauty salons-using customers as those who surveyed. The questionnaires of total 449 copies collected from August 11 to August 21, 2009 were used for the final analysis. The difference in service quality of beauty salon, and customer satisfaction by their sex showed that there is a significant difference in general service quality, and pattern, response, trust and customer satisfaction by subfactor. The descriptive statistical analysis to examine the service quality and customer satisfaction showed that for the service quality of beauty salon, `response` is the highest, followed by `trust`, `pattern` and `sympathy`, and the service quality of general beauty salon is 3.21 points on the average. The hypothesis testing showed that `the service quality of beauty salon will have a significant effect on the customer satisfaction` is adopted.
Key Words: Service quality, Beauty salons, Customer satisfaction


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