뷰티살롱의 서비스질이 고객 만족에 미치는 영향에 관한 연구

• 영문명: An Empirical Study of the Effect of Service Quality on Customer Satisfaction in the Beauty Salon
• 발행기관: 한국인체미용예술학회
• 저자명: 윤수용(Yun Su Yong)
• 간행물 정보: 『한국인체미용예술학회지』한국인체예술학회지 제1권 제2호, 113~126쪽, 전체 14쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2000.08.01

영문 초록

  The extant study on customer satisfaction in the beauty salon has not been conducted yet. This study may be the first empirical study of customer satisfaction in the beauty salon. This paper explores empirically the effects of service quality on customer satisfaction in the service encounter of beauty salon, in addition to customers" service expectation. Also we try to answer the question, "What is the major reason for the customer to show the service satisfaction toward specific beauty salon?" By introducing service expectation and encounter service quality as new determinants of customer satisfaction, we have introduced a conceptual model with parsimony and higher explanatory adequacy. The results show that encounter technical service quality and functional service quality have direct effect on customer satisfaction as important factors. Technical service quality has been proved to be the most influential one when we regard the effect of the variables upon customer satisfaction. However, it should be emphasized that it is necessary to conduct encounter functional service quality, as well as technical service quality, to increase customer satisfaction.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경과 가설
Ⅲ. 실증분석
Ⅳ. 결론
참고문헌