뷰티 서비스 환경이 서비스가치 및 고객만족과 재방문의도에 미치는 영향

• 영문명: A Study of the Effects of Service Environments on Service Values, Customer Satisfaction and Intention to Revisit
• 발행기관: 한국인체미용예술학회
• 저자명: 김은실(Eun Sil Kim) 김윤(Yun Kim)
• 간행물 정보: 『한국인체미용예술학회지』한국인체미용예술학회지 제17권 제2호, 241~265쪽, 전체 25쪽
• 주제분류: 예술체육 > 예술일반
• 파일형태: PDF
• 발행일자: 2016.05.30

영문 초록

This study attempted to figure out how nail salon customers perceive service environments and how this affects service values, customer satisfaction and intentions to revisit. The study specified the type of salon (store vs. shop-in-shop retailer) and used structural equation modeling(SEM). For this, a total of 353 questionnaires were used for final analysis. Then, covariance structure analysis was performed using AMOS 18.0. The study results found the following: first, both “convenience” and “mutual assistance” had a positive effect on service values in both stores and shop-in-shop retailers. Second, in the case of stores, “mutual assistance” and “aesthetics” had a significant influence on customer satisfaction. In the case of shop-in-shop retailers, a significant relationship was found between customer satisfaction and “mutual assistance,” “aesthetics” or “accessibility.” Third, in both stores and shop-in-shop retailers, as service values and customer satisfaction perceived by nail salon customers rose, the intention to revisit increased as well.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법 및 절차

Ⅳ. 연구결과

Ⅴ. 결론 및 제언

참고문헌

키워드

service environments(서비스환경) service values(서비스가치) customer satisfaction(고객만족) intentions to revisit(재방문의도) Nail Salon(네일서비스점포